HelpMaster Service Management Software Blog


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

Last week PRD Software exhibited at CeBIT 2011 which was held at the Sydney Convention Centre, Darling Harbour.  With an estimated 30,000 people walking through the door, we knew that this was going to be a different kind of show.  We've done lots of industry-specific trade shows before (ITSMF, HDI, PACRIM, etc), but the problem with these shows for vendors is that 99% of people attending these shows work at a helpdesk and already have helpdesk / service desk software.  All the vendors are in the same room all looking at each other, watching as each delegate goes from booth to booth to explain what they don't like about their particular solution they're using.  For vendors exhibiting at such conventions the focus naturally gravitates to a matter of conversion and flying the corporate flag.

Rod, Renee, Kay, Ross

CeBIT was different.  You're talking to a lot of people that don't have software, but realise the need for it.  This makes all the difference.

The HelpMaster booth was very busy - all of us were on our feet from opening to closing, doing demonstrations, talking helpdesk, and handing out literature.  People representing just about every industry stopped by the the HelpMaster booth to explain their helpdesk / CRM, service desk needs and operations.  Throughout the 3 days, we were demonstrating to very soon to be released v11 of HelpMaster.  For a partial list of what's new in v11, read this.

It was a good opportunity to get a feel for the Australian helpdesk / service management market from a CeBIT perspective.  Some of the recurring themes we heard (in no particular order) were...

  • Lots of businesses out there are still using home-made, Excel, or Outlook based call systems
  • Lots of older version of BMC Remedy, Heat and others out there.  Most users of these systems have stayed on older versions because the upgrade price is too high and/or, people don't won't to upgrade to software that they don't like!
  • Lots of companies using free, or very low cost helpdesk software.  Don't the ads in the free software get annoying?
  • Many people pleasantly surprised to learn that PRD Software is a 100% Australian company.
  • Many existing clients of HelpMaster would like to upgrade and learn more about the product and utilize it to a fuller extent.  We'll be focusing more on our training and consulting packages as a result of this.  Keep an eye out for the HelpMaster newsletter.
  • Great to see so many free-lance consultants out there who are operating in the ITSM / heldesk space.  Thanks for all the recommendations and referrals.  Please keep them coming.  Thanks to Jonathan and Aprill (and Jason).  Great to meet you.
  • Most people using some sort of helpdesk software are not happy with the reports and metrics they are getting out of it.
  • Great to see how the TAFE system supports and educates the helpdesk market.  For free use of HelpMaster, contact PRD Software.
  • Lots of interest in helpdesk and process automation.  Client self-service and on-line knowledge base.  Many people impressed by the new v11 Email Manager visual workflow capabilities.
  • A small interest in ITIL.  I still enjoy the responses I get from asking "If ITIL is the answer, what's the question?".  Interesting stuff.

Thanks to Andy, Rosh and the team.  Always a pleasure exhibiting "across the road" from you.  You're great exhibition neighbours and your remote control solutions are top notch.

Finally, it was fantastic to meet so many HelpMaster users - new and old - thanks for introducing yourself.  It was good to put a face to so many names. (Abul, sorry I missed you!)

Thanks again for stopping by and giving us your feedback.  Keep an eye out on Australian Business Solutions ( magazine in the coming months for a HelpMaster CeBIT special campaign.

See you at CeBIT 2012!


p.s.  Love to hear any stories you had from CeBIT.

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