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The latest News and Information on Helpdesk, Service Desk, IT Helpdesk.

Employees are on board with on-boarding

A miserable first day on the job can often be worse for employers than it is for employees. In response to a 2018 survey from West Monroe, 45% of new hires said they rebooted their job search after their first day didn’t go as hoped.  There is an obvious—but not easy—solution to avoiding the mutual misery: a smooth onboarding process, which leaves a great impression and dispels any confusion that might tarnish it.

The six stages of Change management process : Part 2

In this video, we're going to take a deep dive into the six-stage change management process. Let's follow a change record through its life cycle and see how it gets logged, passes through different stages, what roles the stakeholders play at each stage, how communication happens, and finally, how the change is successfully closed.

What is a Self-Service Portal?

Providing support to customers has a cost to the company; it doesn’t matter whether the support is for internal or external users. When we talk of serving internal customers, ITSM obviously comes into the picture. ITSM is an important IT investment that has a direct bearing on the quality of an organization’s IT services, but has a significant cost attached to it. The cost aspect of an ITSM solution can be managed using a self-service portal. Want to know how?

Gartner Publishes New Report: Six Smart Steps to ITSM Tools

Information technology service management (ITSM) tools streamline and regulate how IT services are delivered. ITSM tools include help-desk (e.g., ConnectWise Manage and ServiceNow) and monitoring software, providing smart ticketing capabilities and live system statuses, respectively. Unfortunately, Gartner Research reports that organizations tend to overbuy ITSM tools beyond their needs. For instance, organizations purchase unnecessary capabilities and features when adopting new ITSM technology.

ServiceDesk Plus named Contender in the Enterprise Service Management space by independent research firm

Forrester has recognized ManageEngine as a contender in the Enterprise Service Management (ESM) space in its latest Forrester Wave: Enterprise Service Management, Q4 2019 report. The report covered twenty-three criteria and recognized fifteen providers in the ESM space.

[Webinar] Release Management in ServiceDesk Plus Cloud.

Software releases, whether simple or complex, often entail common challenges like lack of communication between different teams, scheduling conflicts, and absence of central control. Failing to adequately address these challenges may result in underdeveloped or failed releases. This can cause an increase in outages leading to costly downtime that could have otherwise been prevented.

7 Steps to Build an Awesome Service desk Knowledge Base

Managing a Service desk is like firefighting. You are always on your toes; the next incident can arise anytime even though you are buried under tons of service requests. So, what to do? The very definition of an incident is unplanned disruption of a service or services; this makes incidents by nature non-standard and un-predicable. Service requests, on the other hand, are better defined since there are standard deliverables.