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!?