3CLogic and VA Associates Partner to Offer Cloud Based Integration of IT Service Management with Contact Centers

http://it-help-desk-software.blogspot.com/2012/07/3clogic-and-va-associates-p...

3CLogic and VA Associates today announced their partnership to offer a new class of innovative services that combine IT Service Management and call center telephony under one umbrella. With this new offering, IT Service Management and call center services are hosted on and delivered from the “Cloud” such as Amazon Web Services (AWS) or others, as a unified service.

This presents a new paradigm shift for Government and Commercial markets as they move from in-house, big box computing to a utility service that is much more flexible and cost effective.

Read more @  http://www.virtual-strategy.com/2012/07/12/3clogic-and-va-associates-partner-offer-cloud-based-integration-it-service-management-con

Symantec adds cloud capabilities to MSPs

http://it-help-desk-software.blogspot.com/2012/07/symantec-adds-cloud-capabil...

The Partner Management Console simplifies the management and monitoring of Symantec Endpoint Protection.cloud and Symantec Backup Exec.cloud Security firm Symantec has introduced several new cloud capabilities, including the availability of the Symantec Partner Management Console.

The Partner Management Console is a tool that utlises a single web-based portal to simplify the management and monitoring of Symantec Endpoint Protection.cloud and Symantec Backup Exec cloud.

The new capabilities are a part of Symantec's MSP strategy which delivers applications in an easier and more cost effective way to manage security and backup applications as managed services.

Read more @  http://security.cbronline.com/news/symantec-adds-cloud-capabilities-to-msps-110712

SupportBee – The helpdesk software that simplifies the support service business

http://it-help-desk-software.blogspot.com/2012/07/supportbee-helpdesk-softwar...

With a give-away name like this, what the startup SupportBee does is a no brainer. It provides companies with a software solution to solve their customers’ problems in a manner that is effective. The most common approach for small enterprises has been using Gmail, but that apart from being ineffective is cumbersome.

Read more @http://www.pluggd.in/supportbee-features-297/

The Pros and Cons of Web Based Help Desk Software

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Non-IT people don’t spend time thinking about help desk software. When they interact with their IT Help Desk, many of them subconsciously believe they’re using a magical portal where they express their lamentations, and an IT worker with his or her magical skills will make everything better.

This setup is actually beneficial to both IT workers and civilians. The less they have to think about how they’re interacting with the powerful wizards behind the IT Help Desk, the happier they are. And happy civilians make for happy IT workers.

“So you’re telling me I have to use a computer to run the software. Have I got that right?”

That’s why your Help Desk software is so important, and it’s one of the reasons why web-based Help Desk software is poised to take over. Here are some of the pros and cons of moving all your Help Desk  to the Web.

Read  more @ http://www.samanage.com/blog/2012/07/the-pros-and-cons-of-web-based-help-desk-software/

Zendesk Now Offers Facebook Private Messages For Customer Service

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Zendesk has a new feature out today, that lets customers send private Facebook messages that automatically go to agents as Zendesk customer service tickets.

What this means? It’s getting easier than ever to get your questions answered or customer service issues resolved. It also points to the blurring lines between work apps and personal ones. And without question, it shows how our work and personal lives criss cross more than ever.

Read more @ http://techcrunch.com/2012/07/10/zendesk-now-offers-facebook-private-messages-for-customer-service/

Ten Help Desk Solutions for Better Customer Service

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Live Chat, Ticketing, email support are just a few of the things that make tracking a customer request easier. Call logging, a knowledge/information center that reps/agents can pull information from quickly when answering questions and the best of these have social integrations so you can keep up with what’s happening around your brand and company name on Facebook, Twitter, and beyond.
The biggest value of a help desk is that your customer information is in one central place. If a customer calls in at another time, around the same request, any employee can help them or pass their call to the appropriate department.

Here are ten that you might consider:

ITIL History On the Timeline

http://it-help-desk-software.blogspot.com/2012/07/itil-history-on-timeline.html

Here is the history of ITIL given on the timeline.

Data from the source :

1972: IBM starts research on quality service delivery called information Systems Management Architecture (ISMA).
1980: IBM publishes Volume I of the IBM Management series titled "A management System for the Information Business", first public edition of ISMA.
1986: CCTA authorizes a program to develop a common set of operational guidance with the objective of increasing efficiencies in Government IT.
1988: "Government Infrastructure Management Method (GITMM)", is formalized and issued as 'guidelines' for Government IT operations in the UK focused on Service Level Management. Same year, the development team was expanded and work continued on Cost, Capacity, and Availability.
1989: GITMM title is inadequate. It is not a method, (last M), and it should lose its G letter in order to be marketable out of government. Renamed to ITIL.
1989: First 'ITIL' book published, Service Level Management, then Help Desk (incorporating the concepts of Incident Management), Contingency Planning, and Change Management. Books had 50-70 pages.
1990: Problem Management, Configuration Management and Cost Management for IT Services published.
1991: Published - Software Control & Distribution, on 89 pages.
1992: Availability Management, 69 pages.
1996: (July) First ITIL Service Manager class delivered in US by US company, ITSMI, 16 attended, 10 candidates, nine passes, one distinction, first US company authorized as an ITIL accredited course provider - ITSMI.
1997: Customer focused update to the Service Level Management book, 106 pages.
1997: ITIMF legally becomes what we know today as the IT Service Management Forum (itSMF UK).
2000: Service Support V2 published, 306 pages.
2001: Service Delivery V2 published, 376 pages.
2001: CCTA became a part of the Office of Government Commerce (OGC)
2002: Application Management, 158 pages, Planning to Implement IT Service Management, 208 pages and ICT Infrastructure Management, 283 pages, published.
2003: Software Asset Management, 146 pages, published .
2004: Business Perspective: The IS View on Delivering Services to the Business, published, 180 pages.
2006: (June) ITIL Glossary V2 published
2006: (June) APM Group Limited announced as preferred bidder of ITIL accreditation & certification program, over the itSMF International (expectant winner)
2007: (May) ITIL V3 five core books published.


* Data based on third party reference as per the source http://itservicemngmt.blogspot.in/2007/09/brief-history-of-itil.html

ManageEngine Soups Up ServiceDesk Plus-MSP with Service Catalog

http://it-help-desk-software.blogspot.com/2012/07/manageengine-soups-up-servi...

ManageEngine, the real-time IT management company, today announced it has added Service Catalog to ServiceDesk Plus-MSP, its complete help desk for managed service providers (MSPs). The new feature helps MSPs streamline their service delivery and improve operational efficiency. To further improve life for MSPs, ServiceDesk Plus-MSP also gains agent-based scanning, technician auto assign, and integration with Desktop Central-MSP.

A demonstration of ServiceDesk Plus-MSP is available at http://demo.servicedeskplusmsp.com . A free trial version of the help desk is available at http://www.manageengine.com/products/service-desk-msp/download.html .

Know more @ http://www.marketwatch.com/story/manageengine-soups-up-servicedesk-plus-msp-with-service-catalog-2012-07-03

Submit Your Help Desk Software - Featured Story

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Just sharing a website for you, where you can submit your help desk software or write a review for any help desk software in the market.

You can list your help desk software for free @ ITHelpDeskSoftware.com. They will do a free listing for your help desk software.

You can submit the help desk software in two ways -> Just download the document in their website and send to them or fill the form provided by them.

Just check out here. Submit Your Help Desk Software

ManageEngine Flash Mob at HDI 2012, Orlando

http://it-help-desk-software.blogspot.com/2012/05/manageengine-flash-mob-at-h...

Nowadays, a website which attracted most of my attention is ithelpdesksoftware.com which is basically a help desk software review website. It made my help desk research and analysis by proving us with the fxf listing and review of popular help desk softwares.

Recently, ithelpdesksoftware.com released an exciting flash mob video by ManageEngine at HDI 2012, orlando.

Have a look at it now  www.ithelpdesksoftware.com/blogs/manageengine-flash-mob-hdi-2012-orlando.html

Take care....