Most help desk software has a box where the resolution to an incident is placed. This tells the person who is going to resolve the problem exactly how it should be resolved. Leaving it up to each individual to use their own language and terms to describe the resolution can lead to errors and delays. Using standardized resolutions will make your resolutions more accurate, reduce confusion over … [Read more...]
Service-Now Wins 2009 Service Desk Institute Award
Service-now.com, the pioneer of modern SaaS for IT service automation, today announced it has been named the winner of the Service Desk Institute 2009 IT Service & Support Technology Supplier of the Year award. For the first time ever, SDI surveyed end users to determine the IT service management market’s favorite vendors. Service-now.com and three other vendors were selected as finalists … [Read more...]
Numara Track-It! 9 Includes Change Management and Better ITIL Support
Numara® Software, Inc., a leader in service desk management solutions for IT professionals, today announced the latest version of Numara® Track-It!®, the world’s most widely installed help desk software and asset management solution, which is used at nearly 50,000 customer sites around the globe. With unmatched ease-of-use and integrated automation, Numara Track-It! 9 delivers even greater … [Read more...]
Sunrise Software’s Sostenuto ITSM Solution Verified by Independent Testing Lab
Sunrise Software has today published a report following testing conducted by Broadband-Testing Labs, that validates its claims that its Sostenuto IT Service Management (ITSM) solution is one of the most flexible and versatile products available on the market today. Broadband Testing Lab’s report provides an overview of the modules that make up Sunrise Sostenuto ITSM v3 spanning system, … [Read more...]
IT Symphony Communications Solutions Product of the Year
Change Dynamics, a leading provider of IT service management software and solutions for Fortune 1000 or Russell 2000 companies, announced today that Technology Marketing Corporation (TMC) has named Change Dynamics' IT Symphony as a recipient of a 2008 Communications Solutions Product of the Year Award. Accolades were bestowed upon the company for IT Symphony's ability to manage risk, prevent … [Read more...]
Top Three Issues For The Service Desk
Poor knowledge of customers; pressure to handle increased call volumes, faster, across multiple departments; and managing complexity of change are major headaches for service desk staff today. The top three issues for today’s service desk have been revealed by Hornbill Systems, a leading provider of service management software with the ‘human touch’. Visitors to Hornbill’s stand at the recent … [Read more...]
LiveTime releases 64 bit ITIL Service Management Virtual Appliance
ITIL Service Management and Help Desk Virtual appliance now supports VMware, Virtual Box and XenServer 5.0 and the Open Virtualization Format (OVF). LiveTime Software, a leading provider of ITIL based Web 2.0 Service Management and Help Desk Software, today released version 5.5 of its highly integrated virtual appliance. The latest version of LiveTime's JeOS (Just Enough Operating System) … [Read more...]
BMC Software Awarded First Official ITIL Software Certification
In a significant move that will bolster a strong standards-based approach to IT management, BMC Software has been awarded the first “ITIL Process Compliant” certification and trademark, achieving this important milestone ahead of any of its competitors. This certification is the only one of its kind sanctioned by both the United Kingdom’s Office of Government Commerce (OGC) and the APM Group, … [Read more...]
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