Twitpic founder quietly launches Helpmint, seems to have abandoned would-be Twitter rival Heello

http://it-help-desk-software.blogspot.com/2012/07/twitpic-founder-quietly-lau...

Twitpic founder Noah Everett yesterday quietly launched his new venture, called Helpmint, in public beta.
helplogo Twitpic founder quietly launches Helpmint, seems to have abandoned would be Twitter rival HeelloIt’s an online tool that wants to enable companies to provide better online customer service by turning Twitter, SMS and email incoming into a single comprehensible conversation stream.

From the looks of it, companies will also be able to create an online knowledge base that allows customers to contact them with a single click in case it they are unable to find what they are looking for.
The service is currently free for 1 customer service rep and costs $24 per month for additional agents.

Read more @ http://thenextweb.com/insider/2012/07/12/twitpic-founder-quietly-launches-helpmint-seems-to-have-abandoned-would-be-twitter-rival-heello/

Salesforce service Desk launches an iOS app to make customer support an untethered task

http://it-help-desk-software.blogspot.com/2012/07/salesforce-service-desk-lau...

Desk.com (previously Assistly), the customer support service acquired by Salesforce last year, has dropped version one of its iOS app, which will allow its customers to interact with their community on the go.

 The team announced the app on its Twitter account, and it looks pretty full-featured for a mobile app.

Read more @ http://thenextweb.com/apps/2012/07/13/salesforce-service-desk-launches-an-ios-app-to-make-customer-support-an-untethered-task/

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

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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

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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

http://it-help-desk-software.blogspot.com/2012/07/zendesk-now-offers-facebook...

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

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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