Many organizations that are providing support and services to multiple customers have started doubly ensuring these days that the Helpdesk/ITSM system in their organization is implemented using multi-tenant solution. Well, when one tends to discuss ‘multi-tenant’ solution, as is usually referred by BMC customers and ‘domain separation’, as is usually referred by ServiceNow customers, we[…]
In general, most of us treat Incident Mgmt as reactive while Problem Mgmt as proactive approach. As such there are very little differences between these two modules, especially the fields – most of the fields are available in both the modules barring a few critical. Workaround, Solution and RCA (Root Cause Analysis) are the critical[…]
It was certainly unusual day for me that day. I could hear elephants trumpet and horses neigh! It seemed like a weird dream. I could see soldiers marching past me with their swords and daggers on the streets. I realized that I was in Mayasmathi kingdom, which was once ruled by powerful king Bahubali. The[…]
ITSM (IT Service Management) has been enjoying the success of being a bachelor, groomed by various product vendors and attracted by customers. It has been a darling of customer success and customer support for a while. Of late, many of the customers have started adopting it further and considering the customer interactions via different sources[…]
If you are heading IT Operations or Support Desk or IT in general, then you know that end user behavior has changed significantly and continues to change. This means, the Helpdesk implementer has to either implement effective and optimal solutions or get out of the way. For non-ITSM readers, let me define what is an SLA[…]
According to a survey, less than 5% of all Information Technology spending is allocated to end-user support. Interestingly, support drives customer satisfaction for ALL of Information Technology. According to MetricNet, 84% people surveyed believe that Service Desk is most important for customer satisfaction! Isn’t it strange? The above details that I’ve talked are about IT; however,[…]
As I read the funny quote, “Growing old is mandatory, growing up is optional”, I couldn’t stop thinking about how ITSM (IT Service Management) market segment has evolved. It started as a tool to log or track issues and then gradually grew as Helpdesk (both Incident & Problem Management) only to accommodate Change, CMDB, Asset,[…]
These days, talking about religions seem to be back in fashion. Jains talk about Jainism, Buddhists talk about Buddhism and so do the rest of other religious people. Every other person seems to be inclined to prove how his/her religion is superior to other ones. We have read and known to what extremes people have[…]
Charlie Brown in Peanuts cartoon: “Someday, we will die, Snoopy.” Snoopy: “True, but on all other days, we will not.” As simple as it may appear, the response seems to be profound and something which most of us take it as granted. Do we really think of doing something great, something different, every day when[…]
Last week, I got 7 calls in a span of 5 minutes asking me to call back immediately as there was a Severity 1 issue raised by one of our customer’s end customer. I was in a middle of another important meeting and couldn’t respond. After my meeting, I called up to enquire what the[…]
