IT helpdesk


How to Manage the IT Helpdesk arrives on Kindle

How to Manage the IT Helpdesk – believed by many to be the definitive guide to running an IT support operation – is now available to download on Kindle. The book, which covers all aspects of IT user support management, from enquiry receipt to resolution, from staffing to statistics, from procedure to politics, was written […]

Continue Reading 0

Forget the hype: what service desks REALLY care about

Do service desk really worry about “cutting-edge” challenges, or are they more concerned with something closer to home? Eric Wright of Richmond Systems explains the reality of running a service desk in 2014. BYOD, gamification, metrics, consumerisation of IT, customer service, are all valid topics to discuss and consider in a service desk context.  But […]

Continue Reading 0

ManageEngine throws down gauntlet with free helpdesk software

In an attempt to redraw the IT support software pricing landscape, ManageEngine has taken the bold step of making its help desk software ‘free forever’.   The move comes in response to the growing trend towards free software, with ManageEngine reasoning that many IT support operations balk at professionalising their operations because of the investment needed […]

Continue Reading 1

Heat gets Pink seal of approval

Heat Service Management has been certified by Pink Elephant as able to handle 10 ITIL processes. The PinkVerify seal of approval covers the latest version of Heat for; incident; change; problem; request; release and deployment; service asset and configuration, service catalogue, service portfolio, and knowledge.  This means the 2014 version of Heat meets the requirements for […]

Continue Reading 0

Service desk not feeling the love?

Noel Bruton here offers a case study showing practical solutions for the unpopular service desk. For the past 22 years, I’ve made my living by going into IT support departments, service desks, second line teams and network support groups, to show them how to provide a better service and enjoy their jobs more. This is […]

Continue Reading 0
Sarah Lahav-Sysaid-09.06.16-T3-12.30pm

New dates and new home for SITS15

The Service Desk & IT Support Show (SITS) is moving to Olympia’s National Hall in 2015. The decision, which comes in response to the uncertain future of the current Earls Court venue, will also see Infosecurity Europe moving to the new venue, allowing the two events to continue their successful co-location agreement. The move means that SITS15 […]

Continue Reading 0
Multiple mobile devices

Empowering your mobile workforce – free white paper download

Mobile working offers an opportunity for service desks to solidify their position as a progressive facilitator of business technology, here’s how to get started.    ITSM software provider FrontRange has produced a free whitepaper helping service desks turn the challenge of support mobile workers into a opportunity to renew their value to the business, please fill […]

Continue Reading 0

Five dynamic workplace trends ITSM must follow – free white paper download

Mobile technology has ushered in an era of unprecedented change, discover the five key trends defining not just ITSM, but the very nature of how technology impacts working habits. As well as covering the five most important areas that service desks must consider, this free whitepaper from workspace management specialist Matrix42 offers advice on preparing IT to accommodate […]

Continue Reading 0

Gartner returns as SITS14 headliner

The Service Desk and IT Support Show is celebrating its 20th anniversary this year by announcing that highlighted influential analyst Gartner is returning with a series of keynote presentations. SITS14, which takes place Earls Court, London on 29-30 April, has also given a first glimpse at the wider education programme, with presentations from companies such as […]

Continue Reading 0