8 KPIs that every IT help desk needs to know – KPI 1: Lost business hours

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KPI 1: Lost business hours

Earlier, I introduced the eight KPIs that are critical to every IT help desk. These KPIs help meet basic IT help desk objectives such as business continuity, organizational productivity, and delivery of services on time and within budget. This blog post discusses the first and most important KPI that every IT team and business should care about – Lost business hours.

Definition: The number of hours the business is down because IT services are unavailable.

Goal: Keep lost business hours to a bare minimum.

Most IT teams track service availability to see the overall performance of their IT help desks. But the pain of lost business isn’t always reflected in service availability levels, even when

8 KPIs that every IT help desk needs to know: Introduction

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Help Desk KPIs

People often say “what gets measured gets improved,” but they rarely say what, exactly, should be measured. With  the recent developments in the reporting capabilities of T help desk software, hundreds of KPIs and metrics can  be measured and monitored. But that doesn’t mean  you should measure them all. Only the KPIs and metrics that are critical to your IT help desk need to be measured to improve service delivery.      

This blog series describes  the eight KPIs that are critical to every IT help desk. These KPIs help meet basic IT help desk objectives such as business continuity, organizational productivity, and delivery of services on time and within budget. The KPIs are as fo

5 advantages of using cloud-based mobile device management

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Easy MDM with Cloud

 

The cloud is a game changer for the IT industry, optimizing data storage and operations. As Mobile Device Manager Plus embraces the SaaS model with the launch of its cloud edition, here’s a highlight of the top five benefits of a cloud-hosted MDM suite. 

#1 Reduced infrastructure expenditure. 

The cloud edition of Mobile Device Manager Plus doesn’t require anything more than a good computer with a functional operating system  and a browser. This means you don’t need to purchase any additional hardware or software solutions to run the MDM suite. Small businesses with little  capital investment will find this aspect particularly beneficial.

#2 Streamlined processes. 

No downlo

UserConf vignettes.

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We just wrapped up our user conference  on IT service management (ITSM), and boy, it was one phenomenal experience. It was  amazing and reassuring to see the faith our customers have in us, and that was in full force at the conference. 

 All our conferences are designed to be intimate events to facilitate personal interactions with our customers. For this very reason, we hosted the ManageEngine UserConf at our corporate HQ so that our customers can see first hand, our work and our corporate culture.

This edition of the UserConf  focused on ManageEngine’s ITSM suite:  ServiceDesk Plus, Desktop Central, AD Solutions, and Mobile Device Manager Plus. The agenda was designed to help users  gain  more fr

What Private Equity Means for SolarWinds Users

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Well, that was fast. Less than two weeks after SolarWinds committed to reviewing its “strategic alternatives,” the review is complete and the alternative chosen. The winning strategy? Go private.

Yesterday, SolarWinds announced that it is being taken private by Silver Lake Partners and Thoma Bravo, two prominent private equity firms. Technically, this is an acquisition. For SolarWinds stockholders – including SolarWinds management – it’s great news that pays $60.10 per share. For SolarWinds customers, the jury is still out.

I don’t have crystal ball, but I’ve been through the “go-private” drill. Under a go-private structure, a company pays out shareholders by rai

Time for SolarWinds Users to Explore Their Strategic Alternatives

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Nothing like letting customers know they are important – until they are not! Recently, SolarWinds announced that it is “reviewing its strategic alternatives” with respect to the company. Here’s how the company’s CEO described the situation in its press release: 

“Consistent with its duties, our board of directors has determined that it is prudent to undertake a review to see which alternative or alternatives, including our standalone plan, are the best way to maximize shareholder value,” said Kevin Thompson, the Company’s Chief Executive Officer. “As the board conducts its review, we remain focused on strong revenue growth and cash flow and exc

Bring Your Own In-Flight Entertainment

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One of the earliest in-flight entertainment (IFE) systems was believed to have been inside the airship Hindenburg, which offered passengers a piano, lounge and bar as entertainment. The definition of in-flight entertainment has changed over the decades. From pianos to personal audio players and seat-fitted screens, we’ve come a long way.

The state-of-the-art IFE was on display earlier this year at the Paris Air Show. There, attendees found IFE systems that use iris-tracking technology to pause programs when passengers stop looking at the screen and restart the programs when the passengers’ gaze returns. Other advances at the show enable IFE systems to sync with personal devices to make IFE more us…

Behind the Scenes from the Challenging World of IT –– Suresh GP, Industry Veteran

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We, at ManageEngine ServiceDesk Plus, would like to help you broaden your IT experience, inside and out. Step into the shoes of other firefighting technicians and IT managers, to understand the different processes and technology used for smoother operations. Experience what it’s like to change the way IT works in organizations beyond yours.

Suresh GP, industry veteran, founder, and managing director at TaUB Solutions, will share a series of industry stories to make ITSM – the ultimate firefighting, change managing discipline – less intimidating. The industries covered are diverse; but the lessons inside apply to all IT organizations and will show you how to plan in an unplanned IT w

Creating and Maintaining Security Baselines for Windows Servers and Active Directory

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Security for Windows Is Here!

ManageEngine is proud to announce the only site dedicated to Windows Server and Domain Controller baseline security. We have put our heads together to create a site that gives you the inside scoop on the following:

  • Which tools to use to gather and report on security controls
  • How to analyze the reports to quickly determine if your ​security setting(s) are incorrect
  • Suggestions on how to configure your security to ensure the best defense: “the security baseline”
  • How to monitor your security configurations to ensure there is no drift from your security baseline

Please follow this link, https://www.manageengine.com/security-baselines-for-windows-active-director