The people that helpdesk and service desks support are arguably the reason such business units exist.  Who would have thought that finding a common name for them would be so hard?

Does implementing ITIL alongside a service management solution make good economic sense?  Are organizations realizing a positive ROI on their ITIL initiatives and/or their service management solution of choice?

What would Einstein say about EMC?

The IT Infrastructure Libary turned 20 years old recently.  Were you invited to the party?

Great to see so many HelpMaster installations with an active Email Manager.

 

In this second part of the report creation series we have a look at using Microsoft Excel as the reporting tool.  For the first part in this reporting series, see http://www.helpmasterpro.com/community/blogs/entryid/49/creating-custom-reports-in-helpmaster-pro-part-1.aspx

Industry trade-shows and conventions seem to be on the decline.  After 12 straight years of attending several shows each year, PRD Software and HelpMaster are trying something different.

Configuring the HelpMaster issue hierarchy is key to getting good performance and statistical reporting.  A poorly configured issue hierarchy can lead to duplication, redundancy and a whole lotta system admin.

Improving telephone skills in a help desk environment can bring many benefits to both users and staff alike. This article contains many practical tips that can be used immediately to improve your customer service.

OK, so service management can be a little tricky to manage, but this!?

No rain delays this year.....at least on centre court.  What's Sir Cliff going to do now?

HelpMaster at the French Open!

Link your network monitoring tool with the HelpMaster Email Manager to create a workflow for your network issues.

Creating custom reports for HelpMaster is a relatively easy thing to do.  All you need is Crystal Reports, a database, and a view.

 

Can't get enough HelpMaster Pro updates?  Twitter to the rescue. 

 

 

Version 9 of HelpMaster Pro contains many new features.  One of the fun ones is the new theme engine.  Change the look of your HelpMaster Pro application by selecting one of the built-in themes, or create your own.

PRD Software is making movies!  Check out the latest database upgrade video and check out some great software to help you manage your SQL Server databases

What better way to start the new year of 2009 with an upgrade to HelpMaster Pro v9!

This blog is a continuation of an article written for the December edition of the PRD Insider newsletter. The article was called Welcome to the Financial Crisis and discussed some simple options for reducing costs.

This blog is a continuation of an article written for the PRD Insider newsletter entitled Incident Management - What is it? 

An update on www.helpmasterpro.com and who is going to be #1000?

Testing out some new video software!

Ross will be leaving PRD on November 6th, 2008 to focus on a volunteer Christian ministry. 

The global recession that seems imminent has an up-side for companies looking for a world class helpdesk or service desk software tool.

Don't get caught in 'dll hell' when installing HelpMaster Pro. Follow this simple advice for a better outcome.

A very easy to implement tip to give managers and supervisors a quick visual of where their bottle-necks are. Stop fighting fires!

The 2008 PACRIM conference is over for another year. Here's my take on it.

Today was the opening day of the 2008 PACRIM helpdesk conference held in QLD, Australia.

Here at PRD Software, we have a "wish list" for HelpMaster Pro at least a mile long. Here's a quick insight into what's coming in the up-coming feature release of HelpMaster Pro 8.1

Email is an important part of any helpdesk operation, and HelpMaster Pro delivers a lot of options when it comes to configuring, sending and authoring email. Learn how the "From" address setting within HelpMaster Pro can help you achieve a more organized helpdesk.

What to do when your Vista machine's CPU runs at 100%

Some basic stats on the rise and rise of the www.helpmasterpro.com

11111010111 was another good year for PRD Software. He's my brief re-cap of what happened.

Send us your errors! You know you want to!

Running the web on II7 (eg. Vista) requires a couple of small adjustments. Knowing these couple of tricks will make your life that much easier...

There's a lot of talk about ITIL in the industry at the moment and it seems as if ITIL has all the answers for better service delivery and management...but what's the question?

Database maintenance is vital for keeping your HelpMaster Pro database working at it's peak. When was the last time you did some basic maintenance on your SQL Server database?

Where should you link to when the web is Active Directory enabled? The answer may surprise you...

The way your web interface is configured for debug may have a big impact on performance...

Last week Adam Cogan from www.SSW.com.au dropped in for a quick visit...and an impromptu code review.

A newly discovered tool (Selenium) could greatly improve the testing of HelpMaster Pro

SQL Server code camp - Charles Sturt University Wagga Wagga 2007

HelpMaster Pro release candidate

Here is my adventure getting HelpMaster Pro web interface to run on an externally hosted website (ie, using a hosting company). There were a few gotchas to consider but we got there in the end...

Welcome to the world of webbed feat and my HelpMaster Pro blog!