Rod's blog

Preparing for a successful HelpMaster v10 upgrade

Mon, 19 Jul 2010 14:00:00 GMT

A new major release of HelpMaster is on the horizon. Here's a few things to keep in mind that will assist in a successful upgrade.

Tags: Upgrading,v10,database,professional services

Business hours / office Hours / working hours / non-work days and holidays

Sun, 11 Apr 2010 14:00:00 GMT

Question: How old is a job that was logged on Friday by the time it gets to Monday?

Tags: Business hours,office Hours,working hours,non-work days,holidays,sla,Service Management,HelpMaster

What do you call the people you support?

Thu, 04 Mar 2010 14:00:00 GMT

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?

Tags: ITIL,glossary,clients,terminology

ITIL + Service Management solution = ROI?

Wed, 03 Mar 2010 14:00:00 GMT

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?

Tags: ITIL,ROI,EMC

ITIL turns 20. Did you miss the party?

Mon, 16 Nov 2009 14:00:00 GMT

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

Tags: ITIL,helpdesk,trade show

Good use of the Email Manager

Mon, 26 Oct 2009 14:00:00 GMT

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

Tags: email response managment,automation,email

Creating custom reports in HelpMaster Pro – part 2

Wed, 19 Aug 2009 14:00:00 GMT

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

Tags: reporting,Crystal Reports,Excel,database,CSV

The end of the service-desk trade show...

Mon, 17 Aug 2009 14:00:00 GMT

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.

Tags: PRD Software,trade show

Professional telephone skills for the helpdesk

Tue, 21 Jul 2009 14:00:00 GMT

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.

Tags: helpdesk,telephone skills,professionalism

HelpMaster 9.1 coming soon

Sun, 19 Jul 2009 14:00:00 GMT

More ...

Tags: PRD Software,HelpMaster