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Q&A on the Science behind Effective Service Catalogues

Recently, ManageEngine asked me to do  a webinar around service catalogues. The webinar was named “The Science Behind Effective Service Catalogues” and had more than 100 attendees. It was a pleasure to have been asked, and I enjoyed doing the …

Guest Blog 2 min read

Guest Blog : Unlearning ITIL or just using the customer’s language?

The morning after the itSMF 2012 Awards Dinner is possibly not the best time to schedule the session that was most likely to pique attendees’ interest. But Aale Roos’ presentation on Unlearning ITIL was one that many wanted to …

Guest Blog , ServiceDesk Plus 2 min read

Guest Blog : ServiceDesk Plus – An Evolution

When I started at my current employer, help desk requests were handled by a shared e-mail box. Each technician had a folder underneath the inbox. Requests would be “assigned” by moving an email from the inbox to one of those …

Guest Blog , ServiceDesk Plus 2 min read

Guest Blog : Change management – Inside Servicedesk Plus PRO

There is no excuse for not having Change management.
If you are a one man band or if you have a very small team, you are most likely very busy man. Not only do you have to work on day …

Guest Blog , ServiceDesk Plus 2 min read

Guest Blog : Modification management – Inside ServiceDesk PRO

In part one, we saw how can we can handle bug management in ServiceDesk Plus. If you have a need to manage bugs, then most likely you need to manage modifications to the system as well.

Modifications to the …

Guest Blog , ServiceDesk Plus 2 min read

Guest Blog: North Mississippi State Hospital near 100% uptime with OpManager

Christopher M. Bozek
MCSE, CNA
Systems Manager
North Mississippi State Hospital

Like so many other companies around the country, we are trying to do more with less money, equipment, and personal. We have found several ManageEngine products that make this …

Guest Blog 1 min read

Guest Blog : PAPER TIGERS in IT Service Management

One of the most ignored fields of IT management is Operations Management. It took ITIL until 2007 before recognizing it even as a topic, but we still lack a lot of information about the Operations Management process. I’ve been …

Guest Blog , ServiceDesk Plus 2 min read

Guest Blog : Helping yourself to IT support

The changing face of the Service Desk

The role of the traditional service desk has been to provide a centralised and consistent function to help resolve issues, problems and fulfil requests. However the role and face of a modern service …

Guest Blog 3 min read

Guest Blog : Bug management – Inside ServiceDesk Plus PRO

Is your company using a program that is playing big part to your business? Some examples would be: ERP, Warehouse, POS, BI, HR system, Finance… If answer is yes, there are most likely problems associated in using it.

Problem could …

Guest Blog , ServiceDesk Plus 3 min read

Guest Blog : How to solve the top four user complaints about Service Desk

Are you suffering from these four complaints about service desk?

  • Submitting a request to service desk is like dropping it into a black hole.
  • Service Desk agent tells me to report my request by sending an email, but how can

Guest Blog , ServiceDesk Plus 4 min read