When it comes to support ticketing, almost all customer support, regardless of industry revolves around a few basic concepts. This HelpMaster workflow pattern can be used in any support environment and is easily modified.

PRD Software and HelpMaster recently exhibited at the annual ITSMFA service management conference in our home town of Canberra.  Here's the recap.

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?