8 KPIs that every IT help desk needs to know – KPI 5: First call resolution rate

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. The previous blog post discussed about the KPI ticket volume trends. This post discusses the fifth KPI – first call resolution rate (FCRR). 
Definition: Percentage of incidents resolved by the first level of support (first call or contact with the IT help desk). Goal: Have a higher FCRR. High first call resolution rate is usually associated with higher customer satisfaction as confirmed by a study that Customer Relationship Metrics conducted.  Furthermore

Monitor Files and Folders Like Never Before

Over and over, I get the same question from many admins and security professionals regarding the monitoring of files and folders. Although it can be complicated to address, I completely understand the issues, which are related to compliance and overall access. In reality, it comes down to monitoring the integrity of the company data. Microsoft, of course, provides a file integrity solution, which will help you learn about changes to your system and program files. However, if you have information (data) that is not located in these places, nor shared, complications can arise. Well, ManageEngine has the perfect solution for you. We help you track ANY folder, regardless of it being  system or shared file. He

7 Tips for Effective IT Asset Management

Today’s IT support teams don’t just deal with IT and business services. They also manage the physical and virtual asset components. Because those assets are the building blocks of an organization’s IT infrastructure, the benefits of IT asset management (ITAM) can’t be stressed enough. Many organizations have no knowledge about their IT asset infrastructure while others have limited visibility of their planned and actual asset inventory. Streamlined asset management can bring down IT costs significantly. ITAM plays a vital role in helping an organization define and control its IT infrastructure by maintaining data about the historical and current state of a

Five Principles of Best-in-Class IT Problem Management

Houston we have got Problem
“Houston, we’ve got a problem.” This legendary statement by Commander Jim Lovell of Apollo 13 has transcended exploding oxygen tanks in outer space to everyday life, including IT. How often have you started off dealing with an incident only to realize to your dismay that you have been dealing only with the tip of the iceberg?  Problem management is all about uncovering the unknown, the hidden root cause of the endless number of tickets to your IT help desk. When you implement an effective problem management process, your IT team can go beyond the fire fighting mode to focus on strategic IT objectives. Here are five principles that might help you achieve a best-in-class problem manage

10 Reasons Why ITSM Implementations Fail

Implementing IT service management (ITSM) in your organization is no walk in the park. When you plan to implement ITSM, you may have to encounter questions such as where do I start? How do I start? What am I trying to achieve? What information must be obtained from the processes I have, people involved, and the product? If you don’t have complete answers to your questions,your ITSM implementation might fail. Here are 10 reasons why an ITSM implementation can fail. 1. Failing to convince your senior board members or failing to get them on board Your ITSM implementation might fail if your board members refuse to give you the go ahead.You’ll need to make them aware of what ITSM is and what it can do for the o…

6 Steps that Made Ben a Better Change Manager

6 Steps That Made Ben a Better Change Manager
Ben is the new IT administrator of a large production company. Soon after joining, Ben learned that the company used outdated software to manage its payroll and used different applications to track employee absences and travel claims. This resulted in miscalculation of the amount payable by the company to the employee and vice versaOften, the company paid the employees either more or less than the correct amount, which led to a lot of chaos. Ben decided to tackle these issues by first implementing a new payroll software solution that came with two integrated modules, an expense module and an HR module. The expense module will track the travel expenses of the employees and the HR module will track

Webinar – The Science Behind Effective Service Catalogues

Join us for the free webinar, The Science Behind Effective Service Catalogues on Thursday, March 19 at 2 PM AEDT (Sydney, Australia time). James Gander, IT service management and operations consultant, will be our speaker for this webinar.   The date: Thursday, March 19, 2015 The time: 2 PM – 3 PM AEDT (Sydney, Australia time) Awesome: Definitely [Register Now] In this webinar, you’ll learn:
  • The value of service catalogues to organisations
  • The three different types of service catalogues
  • How to build a service catalogue from the ground up
Click here to view our earlier webinars. PS: Let your friends know about this webinar as well!

7 Tips to Maximize IT Service Desk Performance with ServiceDesk Plus

ServiceDesk Plus has an ocean of features for all the IT service desk technicians who want to manage the complete life cycle of their tickets. However, there are some unique features that add punch to your service desk operations. Here are seven valuable tips that will help you to reap more benefits out of ServiceDesk Plusand help you go that extra mile to keep your customers happy!   Segregate Your End Users to Avoid Clutter In a high-voltage IT environment, end users can sometimes be bombarded with announcements that are irrelevant to them. For example, users in Australia may see announcements regarding server outages elsewhere. Similarl

itSMF India National Conference 2014: Introductions, Conversations, and Intense Learning

The annual conference of the IT service management forum (itSMF) happened in Bangalore, the Silicon Valley of India. We were at the conference for the first time, and we met lots of new people, had interesting conversations, and learned quite a bit. We packed in a lot of learning on a single day – from Kaimar Karu’s tip on using ‘social lubricants’ for problem solving to intense panel discussions on business values of ITSM. Several of the delegates stopped by at the ManageEngine booth and enquired about our products, especially ServiceDesk Plus. Needless to say, many of them were awestruck at the mere mention that more than 90,000 companies trusted ManageEngine to manage their IT