The face of helpdesk is changing, and it's not pretty... Do success or limited resources mean sacrificing courtesy and professionalism?

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

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

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.

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

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?