Gartner Magic Quadrant for IT Service Support Management Tools

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IT service desk tools themselves are no longer sufficient for maintaining business productivity. IT organizations selecting these tools should use this Magic Quadrant to evaluate vendors regarding technical requirements and ongoing infrastructure and operations maturity improvement efforts.

Market Definition/Description

IT service support management (ITSSM) tools offer a tighter integration of functions that correlates with the activities of the broader IT support organization. ITSSM tools leverage a business view of IT services, enabling the IT support organization to quickly resolve or escalate issues and problems, improve root cause isolation, and provide higher levels of business user satisfaction. Using this business view, IT support organizations manage incidents, problems and service requests throughout their life cycles at a more efficient and effective rate. ITSSM tools also enable organizations to automate the workflow of process frameworks (such as ITIL) specific to IT service support (such as incident, problem, change, release governance and request management). ITSSM tools provide modules that enable business end users to find knowledge to support/resolve their computing-related issues or to request an IT service via an IT self-service module.

Read more @ http://www.gartner.com/technology/reprints.do?id=1-1BS56X7&ct=120821&st=sb#

ManageEngine ServiceDesk Plus Launches Project Management Beta

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New ServiceDesk Plus features: project milestones and tasks integration, task planning management, effort estimation, Gantt view, and cost calculations
--Meet ManageEngine at LEADit 2012 in booth #S5 


ManageEngine, the real-time IT management company, today announced the beta version of its Project Management module for the company's ITIL-ready help desk software, ServiceDesk Plus. Available immediately, the Project Management beta module is designed for different teams and experts to collaborate in managing help desk projects of any size. With the ability to split a project into different milestones -- and milestones into numerous tasks -- ITSM team members can manage and track tasks from start to finish. 

ManageEngine made today's announcement at LEADit 2012, the 15th Annual National Conference of itSMF Australia, running August 20-22 at the Gold Coast Convention Centre in Queensland. A silver sponsor of the show, ManageEngine will be demonstrating ServiceDesk Plus and the Project Management beta module in booth number S5. 

Kaseya honours leaders in the MSP sector

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For the first time since its inception of a locally-based office, Kaseya has recognised its leading partners in the MSP sector. Kaseya, at a recent dinner celebrating its leading South African managed services providers (MSPs), revealed that in the 48 months since the inception of its local office, it had grown its number of MSPs from two to 130 – managing in excess of 119 000 end-points. 


Mark Sutherland, president and co-founder of Kaseya, was in the country to attend the event and deliver the keynote address at Kaseya Evolution, the company’s annual end-user conference.


“The software space is one with unlimited growth potential. Additionally the pace of change is doing nothing if not accelerating.” As a result, MSPs need tools which will assist them in managing exponential growth, whilst making IT completely seamless.


The awards were broken into three categories: MSPs servicing 500 end-points or less; those servicing between 500 and 2 500 end-points; and providers managing in excess of 2 500 end-points.

Read more @ http://www.it-online.co.za/2012/08/20/kaseya-honours-leaders-in-the-msp-sector/

Zendesk Improves Helpdesk API

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Since its founding in 2007, Zendesk’s helpdesk system has improved customer service departments and helpdesks around the world with their Zendesk API. Over 20,000 companies (from Sears to Groupon) “trust [Zendesk] with their customers.” Currently, over 20% of tickets generated through Zendesk are come through the Zendesk API.

Accordingly, the API is essential to Zendesk’s success and Zendesk constantly seeks feedback to improve its product. Zendesk APIv2, now in beta, includes plenty of enhancements as a direct result of customer feedback. The new features include more endpoints for more visibility, better documentation to ease development/integration, and standardization on JSON.

Fantastic Support Services and Detailed IT Help-desk Software program – Incompatible?

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There can be a specific type of Help Desk Specialized that is convinced customer satisfaction is adversely afflicted with IT help-desk software program.

The reasoning is that individuals with a problem are searching for guidance as quickly as possible – searching for an solution to the issue that may be avoiding them from doing their task – and necessarily realise why they can’t have your call answered ‘right now’.

An IT Help Desk Specialized will entirely come to an agreement using this type of – they get wonderful satisfaction in dispensing methods that easily handles a problem for your user and transmits them on their way.

Read more @ http://theplanbprofits.org/fantastic-support-services-and-detailed-it-help-desk-software-program-incompatible/

Desk.com’s iPhone App!

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Read all about our great mobile app! Now it’s easy to stay in touch with your customers on the go: Desk.com Mobile is now available for download for your iPhone in the App Store!
You may already be using Desk.com Mobile on your smartphone; using it on your iPhone just got faster and better, including a crowd favorite—push notifications!

5 Ways Leaders Bust Confidence

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Leaders work hard to build confidence in their teams.
They know that building confident teams and people is vital to success.
Confident team members are more creative, communicate more effectively,
and take more risks.
Plus, it’s easier to delegate to a confident person.

Sometimes the very actions leaders take to create confidence, can backfire.  How does what was meant to be a confidence-builder become a confidence buster?  It’s a matter of depth.
Here are a few ways well-intentioned leaders destroy confidence (from the follower’s point of view):

Read more @ http://letsgrowleaders.com/2012/08/16/5-ways-leaders-bust-confidence/

Quest Software Debuts Foglight for Windows Azure Applications

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Building on its 20-year heritage as an industry leader in application performance monitoring, Quest Software today introduced Foglight® for Windows Azure Applications, an application performance monitoring (APM) solution available via software-as-a-service (SaaS). Available immediately as a beta, the newest addition to the industry-leading Foglight APM portfolio enables IT administrators to monitor performance and understand what end users are experiencing with Windows Azure-based applications.

Read more @ http://www.ithelpdesksoftware.com/blogs/quest-software-debuts-foglight-windows-azure-applications.html

Five ways that social media can benefit IT

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I talk to a lot of IT pros that still believe that social media is all about people taking pictures of their food.  Although there is still some of that going around, the reality is that social media, when used appropriately, can have positive benefits for all facets of IT.  In this article, I’ll talk about five ways that social media can be a positive force.

This article focuses on IT as a consumer of social media services, not as a driver in the organization.  Frankly, I’m pretty much focused on Twitter here, too.  For me, Twitter has become an invaluable tool.

Read more @ http://m.techrepublic.com/blog/tech-manager/five-ways-that-social-media-can-benefit-it/7930

Spiceworks 6 Helps IT Professionals Share What They Know and Discover What They Don't

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AUSTIN, TX--(Marketwire - Jul 23, 2012) - Spiceworks™, Inc. today released the latest version of its free social network and IT management software for small and mid-sized businesses (SMBs). Spiceworks 6 introduces innovative new features, including automated cloud services discovery, an optional remote device agent, and a new social IT knowledge base. The new version will help more than 2 million Spiceworks users better collaborate and simplify everything IT.

"The Spiceworks social knowledge base includes community-driven, 'how to' information that's invaluable for a company with a small IT staff like mine," said Elgin Reigner, senior analyst at AR Logix. "The ability to search, share, edit and tag information makes it easier to develop our own knowledge base from scratch. I can create custom articles that apply to my environment and set privacy controls to keep information private or share with my team."

Spiceworks 6 is designed to help IT professionals discover what's happening in their environment and share their collective knowledge in a more social way. Additional features include:

Read more  @ http://www.marketwire.com/press-release/spiceworks-6-helps-it-professionals-share-what-they-know-and-discover-what-they-dont-1682559.htm