HelpMaster Service Management Software Blog

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Practical tips and information about running an efficient service desk. News and information about HelpMaster, PRD Software and the ITSM industry.


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

Assets are not Issues!
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.

Professional telephone skills and etiquette for the helpdesk
Improving telephone skills and etiquette 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.

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

HelpMaster and PRD Software goes to Twitter!
Can't get enough HelpMaster updates? Twitter to the rescue

Database upgrades, software and HelpMaster goes to YouTube!
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

Upgrading to version 9
What better way to start the new year of 2009 with an upgrade to HelpMaster Pro v9!

Welcome to the financial crisis - ROI and Service Desk
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.

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