Help Desk Software

ServiceSphere

Denver, Colorado — June 10, 2009

ServiceSphere®, a leading global provider of IT Service Management Solutions, has announced that it is accepting registrations for the free ServiceSphere Summer Fridays Webinar Series, launching on Friday, June 12 at 4pm ET.

For many office workers, summertime means long weekends that begin after lunch on Friday. However, IT managers know their department never really shuts down – early or late.

The ServiceSphere Summer Fridays Webinar Series gives IT teams some much-needed light entertainment to pass away the long Friday afternoons when it feels like the rest of the company is drinking margaritas on the beach:

Sign up for any webinar here: http://www.servicesphere.com/webinars/

Friday, June 12, 2009 4pm ET

Does Your Support Desk Need A 12 Step Program?

A 12 Step program for your staff when supporting your users becomes a codependent nightmare. ServiceSphere will lead us through the process to see how quickly organizations can go from taking calls to obeying demands, and how this disturbing trend can be set straight! A “codependent” is one side of a relationship between mutually needy people. To help “fix” the support function in organizations, band aids like, ITIL, Six Sigma, new staff or even new software are often deployed. This usually leads to more confusion and frustration on the part of the support staff and customers. During this topic we will look at the 12 signs of trouble. For instance, “Do as we say, Not as we do”, “Death By Metrics” and “Category Other”! Finally we will reveal the 12 signs of enlightenment. Of course the first step is to admit that we might have a problem.

Friday, June 26, 2009, 4pm ET

Survey Say! 10 simple rules to transform your surveys!

Surveys never lie, but they certainly stretch the truth. Let’s examine why sometimes surveys are just useless data, and what we can do to turn that trend around to an actionable item. Find out how we can use survey data as a true measuring stick to our department, by first looking at why we bother to even survey.

Friday, July 10, 2009 4pm ET

How to Select a ITSM Service Desk Software Vendor, and Not Regret it Later!

Planning committees, budgets, demos, and hyperbole, OH MY! Learn from our years of selling software, the questions to ask, and when to walk away. A bridge from the Saints to the Sinners, let us help you make key decisions and vet your vendors before you sign your service desk life away! Your guide starts with this presentation!

Friday, July 24, 2009 4pm ET

Support Goes Home: How organizations deal with the number of users accessing technology from home.

The 1990 United States census showed over 2 million home based workers. Studies by IDC estimate in 2007 this number increased to over 8 million teleworkers. The facts are in, knowledge workers are staying home. The Service Desk has to rise to these new challenges, and the pain is real. Find out how your service centers can adapt as support goes home!

Friday, August 7, 2009 4pm ET

ITIL in Small Companies!

ITIL, the savior of the IT community. Well for all of its great features and suggestions, there is a place in this world for ITIL in the small business. Small scale ITIL is a great place to get your feet wet before you have to pay consulting fees to align your business and your IT. See what small companies or large companies can borrow from ITIL to get quick value and get the new religion!

Friday, August 21, 2009 4pm ET

What happens when you get a Ferrari and you have no Drivers License: Getting the ITSM Tool of your Dreams?

Getting the 1 Million Dollar or 50 Thousand Dollar Service Desk really is just the start of a journey of transformation, that can be filled with FUD, anxiety and despair. The good news is, there is a way to use your new tools immediately while keeping your eye on the promises of tomorrow on your Service Desk.

Friday, September 4, 2009 4pm ET

The real cost of First Call Resolution (FCR)

First Call Resolution (FCR) has been found to be the single most important key challenge to improving Customer Satisfaction. The absence of First Call Resolution has been found to account for a minimum of 30% of a call centers operational cost. Unfortunately there is a terrible cost that comes with FCR, THE REOPENED CALL! Find out how to balance FCR with metrics and performance to get to FCR v2, First Call RESULTS!

All webinars are free to attend and open for registration. To register, visit the events page on the ServiceSphere website.

Everyone who attends an event will be eligible to win a book from the world renowned IT Skeptic!

The Summer Fridays Webinar Series will be moderated by ServiceSphere’s own Chris Dancy, a 20-year veteran of IT consulting and product management.

“I know what it’s like to feel chained to your desk while the rest of the office empties out,” Dancy explained. “My goal in hosting the ServiceSphere Summer Fridays Webinar Series is to provide some light, tactical advice to IT support staff to help them get through those long Friday afternoons.”

About ServiceSphere

With over 20 years of experience, ServiceSphere is one of the most established and respected international providers of IT Service Management solutions, encompassing IT Service Management, Customer Service Solutions and Thought Leadership. ServiceSphere now has over 100 customers around the world. Its headquarters are located in the United States, with offices in the Europe and Asia Pacific.

For further information, please visit our website at http://www.ServiceSphere.com

For press inquiries, please contact:

Lourdes Hanson

ServiceSphere

2613 Cherry St

Denver, CO 80207

Phone: 888 428 3306

ServiceSphere is a registered trademark of ServiceSphere Software LLC. All other trademarks, registered trademarks or service names are the property of their respective owners.

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Herndon, VA — May 26, 2009

Opinion leaders from Gartner and industry experts on IT Service Management from BlueAlly, join for a brand new podcast on integrated solutions for IT Service Management (ITSM) applications. In this podcast, David Coyle, Research Director for IT Operations Management, Gartner, gives an insight on burning issues of integrated IT service management solutions and Vijay Tanamala, President of BlueAlly, discusses how BlueAlly helps customers to derive the maximum benefit out of an integrated ITSM application. An integrated IT service management solution helps organizations maximize return on their existing investments. The integration not only provides one common source for information but also helps organizations in delivering proactive, on-demand service management in a timely and efficient manner and enables to make smarter and more targeted decisions. That’s why more and more organizations are turning towards integrated IT Service Management solutions for making better decisions about availability, cost and efficiencies.

This podcast explains: the business needs for adopting integrated IT Service Management solutions, the issues organizations face while implementing ITSM tools from multiple vendors, the key challenges in maintaining and supporting ITSM tools and technologies, how organizations can derive the most value out of Remote Support Services for ITSM applications, and some of the key questions that IT managers should ask before short listing a tool or a vendor for implementing ITSM solution.

“Well the business need really is to make better decisions… With the trends we have seen for the last several years is that organizations are realizing that in order to make better decisions about availability, about cost, and about efficiencies obviously they need better data… And if all this information is in different databases it becomes very hard to put together and therefore becomes very hard to make better decisions…” stated David Coyle, Research Director for IT Operations Management, Gartner. He also said that it is not easy to integrate various best-of-breed tools for enabling higher availability of business critical applications, so choosing the right partner is as important as choosing the appropriate ITSM tool. There is no long-term value unless the tool is able to work with other tools in the business environment. A mediocre tool that integrates well with other tools in that environment is better than a great tool that lacks such integration capabilities.

Click here to listen to David Coyle of Gartner on Integrated IT Service Management Solutions.

Vijay Tanamala, President of BlueAlly, says, “Businesses today have information on IT assets from multiple tools which were deployed over a long time… But what is missing is access to actionable data where and when it is needed… Because the information is stored in different data sources, there is no easy way in accessing them either… What is required is an integrated service management solution that can harness the power of your existing IT investments that will enable to deliver a proactive on demand service management suite… The point here is if you don’t have an integrated ITSM solution set, it’s merely impossible to deliver quality of service expected by businesses from its IT unit.”

Vijay, also mentioned that BlueAlly has been the pioneer in providing R&D and best-of-breed ITSM solutions for over a decade, with its world class R&D network, helping customers align their infrastructure to meet their IT service levels and most importantly their business goals.

To learn more or download the integrated solutions for IT Service Management (ITSM) applications Podcast, visit: http://www.blueally.com/resources-blueally/multimedia/itsm-solutions-blueally-gartner-podcast.html

Click here to Request for ITSM Services.

About Gartner:

Gartner, Inc. (NYSE: IT) is the world’s leading information technology research and advisory company. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A., and has 4,000 associates, including 1,200 research analysts and consultants in 80 countries. For further information, please visit www.gartner.com .

About BlueAlly:

BlueAlly delivers specialized Application Services and Concept-to-Market Partnerships to businesses worldwide. Headquartered in Herndon, Virginia, USA, and operating globally since 1994, BlueAlly has been serving as a prime source of comprehensive Application Services for a global customer base. For further information, please visit www.blueally.com .

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More Itsm Tools Press Releases

Decision Matix: Selecting a Service Management Vendor

Decision Matix: Selecting a Service Management Vendor

This report provides a summary of the capabilities of the leading IT Service Management (ITSM) vendors based on a quantitative assessment of their market impact and end user sentiment, as well as an objective assessment of the technology features they offer. Datamonitor also provides vendor selection guidance for enterprises looking to deploy ITSM solutions.( http://www.bharatbook.com/detail.asp?id=135985&rt=Decision-Matix-Selecting-a-Service-Management-Vendor-Competitor-Focus.html )

Scope

*Provides an overview of the most important trends affecting the ITSM market.
*Delivers an overall comparison of ITSM vendors in terms of technology strength, user perception and market impact.
*Presents a detailed view of each vendor”s ITSM solutions, together with advice on the suitability of these offerings to end users.
*The report covers the following vendors: ASG, Axios, BMC, CA, EMC, FrontRange, HP, IBM, LANDesk, and Service-now.com.

Highlights

The ITSM market is characterized by a high degree of functional parity. CA leads the market by a small margin, followed closely by HP and BMC. FrontRange and Service-now.com join Axios, IBM and LANDesk as the key challengers in the market, with ASG and EMC grouped in the emerging vendor league.
The Software as a Service (SaaS) model is fast emerging as a necessary option for vendors in the ITSM market. With a majority of enterprises approaching ITSM in a staggered or phased manner, the ability to deploy various ITSM tools in a modular and way that is easy to support has become crucial.
With ITIL v3 acting as a best practices framework, enterprises increasingly expect vendor offerings to support processes outlined in the framework, in addition to seeking consulting and assessment services to streamline their core service management processes before adopting a technology solution.

Reasons to Purchase

*Gain detailed knowledge of ITSM vendors” strengths with regards to technology, user sentiment and market impact.
*ITSM vendors can benchmark their own performance in various key criteria against their competitors.
*Enterprise IT managers will gain valuable insight to improve their ITSM purchasing decisions.

To know more and to buy a copy of your report feel free to visit : http://www.bharatbook.com/detail.asp?id=135985&rt=Decision-Matix-Selecting-a-Service-Management-Vendor-Competitor-Focus.html

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Tracer, CAIs Application Support Service Management tool is one of the only ITSM tools in the industry today that provides a single point of integration for all IT Service Management (ITSM) processes, SLA performance goals, operational data, and service operations reporting. Tracer enables IT service delivery professionals to track all work throughout the complete process Lifecycle. Tracer ensures that relevant work and performance data are captured real-time as work is being performed.
Video Rating: 3 / 5

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