Alloy Software Upgrades Award-Winning IT Service Management Suite With New and Improved Features

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Nutley, NJ (July 31, 2012) – Alloy Software, Inc., a leading provider of service and asset management solutions, today announced the introduction of Alloy Navigator 6.5 Enterprise, the company's award-winning IT service and asset management suite. Alloy Navigator 6.5 Enterprise delivers practical real-world solutions designed to tackle the challenges IT departments face everywhere. With exciting new features such as Calendar Views, Self-Service Manager Access, Satisfaction Surveys and Workload Balancing to name a few, this new offering is sure to provide IT with the value they expect from an IT service and asset management solution.


With the tight integration of flexible service desk, asset management and network inventory tools, the ability to manage the entirety of IT operations are automatically simplified through the use of intelligently designed features. Alloy Navigator 6.5 allows users to manage the complex interrelationships, dependencies and life cycles of workstations, servers, network devices and software licenses and related service history, contracts, warranties and financial information so that users can gain true visibility and transparency.

Read more @ http://www.alloy-software.com/news/pr_article.html?id=1121

Johns Hopkins University Selects SysAid to Manage IT Help Desks and Asset Inventories

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Johns Hopkins University Selects SysAid to Manage IT Help Desks and Asset Inventories


Tel Aviv, Israel – July 19th, 2012 – SysAid Technologies Ltd. (www.sysaid.com), a leading global provider of IT Service Management (ITSM) software solutions, announced today that its help desk software solution has been deployed at The Johns Hopkins University.

Read more @ http://www.sysaid.com/press-releases/715-johns-hopkins-university-selects-sysaid-to-manage-it-help-desks-and-asset-inventories.htm

WebHelpDesk acquired, Mac and Linux versions disappear

http://it-help-desk-software.blogspot.com/2012/07/webhelpdesk-acquired-mac-an...

The company that makes this software just got acquired by another IT software company called Solarwinds, but apparently Solarwinds is planning to do things over there a little differently: the Mac and Linux version download links have been removed from the website.
A salesperson at the company emailed TUAW reader Neil, and says that "moving forward [Web Help Desk] is strictly Windows-based."

Read  more @ http://www.tuaw.com/2012/07/27/it-support-service-webhelpdesk-acquired-mac-and-linux-versions/

BMC Software Delivers 'Chart and Compass' to Help IT Map the User Experience in the Cloud

http://it-help-desk-software.blogspot.com/2012/07/bmc-software-delivers-chart...

A poor user experience can kill businesses running customer-facing applications in the cloud. To complicate matters even more, typical user feedback such as "the application is running too slow" is not often specific enough to pinpoint and fix the problems before the business is impacted.

To help IT organizations deliver what end users want, BMC Software BMC +2.02% has created a "chart and compass" to quickly map and navigate the end user experience. BMC End User Experience Management is a powerful solution that helps IT organizations rapidly diagnose and improve customer satisfaction rates. In the latest release, BMC has extended this powerful solution to include applications running in the cloud, with visibility from the end user all the way back to the code. 

SolarWinds Launches SolarWinds Web Help Desk Adding IT-Focused Help Desk Software to the Company’s IT Management Portfolio

http://it-help-desk-software.blogspot.com/2012/07/solarwinds-launches-solarwi...

AUSTIN, TX — (Marketwire) — 07/25/12 — SolarWinds® (NYSE: SWI), a leading provider of powerful and affordable IT management software, announced today that it is launching a new product, SolarWinds Web Help Desk, which adds Web-based IT Help Desk software to its growing portfolio of IT Management products. The new SolarWinds Web Help Desk has all of the power and features that IT pros need, and will be priced starting under $500, making it one of the most affordable IT Help Desk solutions available.


“SolarWinds Web Help Desk will serve a critical need for IT professionals tasked with managing their companies’ IT services. There are very few products in this market that offer our unique value proposition: designed specifically for IT teams, with a rich and powerful feature set, great user experience, and a price far below that of the competition,” said Kevin Thompson, SolarWinds’ President and CEO. “The addition of web-based help desk software to our product portfolio is a response to the needs of the IT community and consistent with our strategy to expand the number of problems we solve for IT Pros.”

Read more @ http://www.nearshorejournal.com/2012/07/solarwinds-launches-solarwinds-web-help-desk-adding-it-focused-help-desk-software-to-the-companys-it-management-portfolio/

InvGate Introduces Business Analytics to the IT Service Desk

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InvGate the provider of innovative, next generation IT Service Management (ITSM) solutions today announced the addition of its Service Desk Business Analytics reporting tool, available now as part of the InvGate Service Desk solution. Based on OLAP, it enables users to interactively analyze multidimensional data from multiple perspectives.


More often, service desk managers are asked for reports they just can’t deliver. Having the ability to dynamically slice and dice data to perform detailed drill downs and roll ups with a single click can highlight previously undiscovered patterns and relationships. Business managers will benefit greatly from InvGate’s new service desk analytics. It provides faster, easier data discovery and greater insight into operational business metrics helping them deliver the value they are supposed to.

Read more @ http://eyugoslavia.com/featured/25/invgate-introduces-business-analytics-to-the-it-service-desk-2238939/

VMware to acquire OpenFlow pioneer Nicira for $1.26 billion

http://it-help-desk-software.blogspot.com/2012/07/vmware-to-acquire-openflow-...

Continuing its push to virtualize all aspects of the data center, VMware is acquiring software-defined networking firm Nicira for $1.26 billion, the companies announced Monday.

"I believe we have the same opportunity to do for networking what we've already done for servers and many other parts of the data center," Steve Herrod, VMware's CTO, wrote in a blog post about the deal.

VMware will fold Nicira's core technology, called Open vSwitch, into its own portfolio of virtual networking software, VMware said.

Read more @ http://www.computerworld.com/s/article/9229510/VMware_to_acquire_OpenFlow_pioneer_Nicira_for_1.26_billion

IT Help Desk Software

http://it-help-desk-software.blogspot.com/2012/07/it-help-desk-software.html

Submitted by Alan

ITHelpDeskSoftware.com :

From the website,

"Today, when you are researching to buy a help desk, the problem is not gathering information, but dealing with glut of information out there. There are around 700 help desk vendors, you have to read features and wade through details to find the right one. IHS is here to  give you crisp, concise info with user reviews to make an informed decision.

IHS is designed around how you research and find products and strives to make it easier.

  • You can search help desks based on features
  • Compare different help desks
  • Read User Reviews to understand how it worked for others"

A place where you can submit your help desk, write reviews for help desk softwares and to find all the help desk informations in a single place.

 For more, visit IT help desk software

Do submit your help desk stories here. Submit your help desk story

5 Cloud Solutions That Will Make Your Customer Service Unbeatable

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One of the most important factors in creating a long lasting small business is providing excellent customer service.

Unfortunately, when you have a small business it can be harder to provide efficient client care due to lack of personnel. Fortunately, due to cloud-based customer support apps small businesses can now provide excellent customer service by using enterprise level customer support applications, and visually integrated help desk applications.

Help desk online software usually allows your customers to submit issues via a ticketing system so that customer service reps (which might be you) can answer the questions or fix the issues in a streamlined manner. Typically the customer can indicate whether the issue is urgent or not and issues will be ordered for the agents in terms of importance and when they were sent by the client and can even be directed to the correct department for servicing.

Often times, before the user enters their problem to be sent to the agent, the help desk software will direct the user to some possible solutions first. These solutions are based on the words they used on their question, then finally only allowing them to send the ticket if nothing in the database matches their needs.

Help desk applications are becoming essential to doing business well.  If you don’ t have any yet, you should consider the two leading online customer support solution Zendesk and Desk.com but also take a look at these five less known solutions for better customer care.

Read more @ http://www.getapp.com/blog/cloud-solutions-customer-service/

Quest Software debuts AttachThis for managing SharePoint

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Quest Software has launched AttachThis, a new tool that could drive up adoption of SharePoint -- or at the very least maximize existing investments in the Microsoft collaborative software.

Essentially, AttachThis is designed to enable Microsoft Outlook users to take advantage of SharePoint without changing their desktop context. In addition to the new tool, SharePoint experts at Quest identified three reasons why IT needs to take the reins to help drive SharePoint adoption.

Quest Software reps have outlined three reasons as to why IT should take the reins by using AttachThis to drive SharePoint adoption:

Read more @ http://www.zdnet.com/quest-software-debuts-attachthis-for-managing-sharepoint-7000001317/