HelpMaster 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.


Build a help-desk reporting dashboard using Excel
In this second part of the report creation series we have a look at using Microsoft Excel as the reporting tool to build pivot-table helpdesk dashboards.  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

HelpMaster helpdesk software qualifications
Why should you consider HelpMaster helpdesk software?  Look at it's capabilities! A tongue-in-cheek post inspired by a recent discussion in the Back2ITSM Facebook group about software verification schemes.

Cheerful helpdesk
As seen on the internet...

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

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

Professional telephone skills for the helpdesk
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.

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.

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

Day1 - The 2008 PACRIM Helpdesk convention
Today was the opening day of the 2008 PACRIM helpdesk conference held in QLD, Australia.

2007 - The year in review.
11111010111 was another good year for PRD Software. He's my brief re-cap of what happened.