Research carried out by Gartner and supported by the World Wildlife Fund (WWF) says that despite positive moves by most large IT equipment and service suppliers to minimise carbon emissions, progress has been disappointingly slow. This is despite methods for reducing energy such as building more environmentally friendly facilities, using cloud applications and reducing travel through the use of IT conferencing seemingly being high on the IT agenda. This news is not surprising given the apparent costs of overhauling a multi-national organisation to fall in line with the current expectation about becoming green. This prevalent attitude does however highlight that many businesses are failing to see the bigger picture in terms of how greener working could help reduce costs and offer other financial gains.
Dennis Pamlin, global policy advisor at WWF said that those businesses who are embracing the low carbon economy are already reaping benefits in terms of falling costs and improved image. The environmental issue is likely to keep growing, bringing with it the potential for incentives such as tax breaks for those businesses having the smallest impact on the environment. We only need to refer to the ever growing road tax levy for high polluting personal vehicles to realise this is a trend that is likely to grow. “The current financial crisis provides an interesting short-term opportunity for ICT providers to position themselves as low carbon leaders that deliver services that both save money and carbon emissions, especially compared with many other solutions where there is a choice between money or the environment,” says Pamlin.
The report highlighted that many companies have no economic policy or any targets to reduce emissions; the most basic tenets of creating a low carbon business. The message is that businesses of all sizes should look at their operations and begin assessing where savings could be made. Energy efficiency means financial efficiency in today’s economy and with this issue set to continue intensifying, all organisations need to treat this with urgency.
Tuesday, 11 November 2008
The End is Not Nigh
Jobs at risk, but positive signs are there.
The majority of IT service management employees are still holding their nerves in light of the worsening economic gloom, with 62 per cent claiming they will not have to shed staff. Those who do lose their jobs during the melee will however have a tough time finding new roles, with 64 per cent of budget holders planning to slash recruitment costs to help weather the storm.
Overall, the research by the Service Desk Institute (SDI) shows that of the 200 plus IT service management professionals interviewed, 45 per cent expect a slow down in investment.
The news here is not the numbers themselves - most people would expect to see turmoil mixed in with some optimism - but that a survey at this time is likely to change every day that it was conducted, with the negatives growing on each consecutive date.
No one knows how bad the situation will get, but we must all ensure we don’t allow ourselves to be consumed by fear. Business will continue through this period, and while many of us may be experiencing quiet times, this presents the perfect opportunity to take stock of our working methods and see where improvements can be made.
To see how Richmond SupportDesk can help with proven IT Service Management software solutions visit www.richmondsupportdesk.com.
The majority of IT service management employees are still holding their nerves in light of the worsening economic gloom, with 62 per cent claiming they will not have to shed staff. Those who do lose their jobs during the melee will however have a tough time finding new roles, with 64 per cent of budget holders planning to slash recruitment costs to help weather the storm.
Overall, the research by the Service Desk Institute (SDI) shows that of the 200 plus IT service management professionals interviewed, 45 per cent expect a slow down in investment.
The news here is not the numbers themselves - most people would expect to see turmoil mixed in with some optimism - but that a survey at this time is likely to change every day that it was conducted, with the negatives growing on each consecutive date.
No one knows how bad the situation will get, but we must all ensure we don’t allow ourselves to be consumed by fear. Business will continue through this period, and while many of us may be experiencing quiet times, this presents the perfect opportunity to take stock of our working methods and see where improvements can be made.
To see how Richmond SupportDesk can help with proven IT Service Management software solutions visit www.richmondsupportdesk.com.
IT takes centre stage with Barack
Technology set for boost from new US president
The importance of modernising IT in the United States has already manifested itself as positive action as Barack Obama prepares to become the 44th US president.
Obama has drafted in Google executive Sonal Shah and Julius Genchowski, former InterActiveCorp executive to help safeguard his planned change programme which places greater emphasis on technological innovation.
Part of the plan is to introduce a Google search engine for searching public documents and to pull government and technology into the 21st century. Other plans include making broadband accessible for all US communities and protecting the openness of the internet while safeguarding children and ensuring a competitive landscape for content providers.
For more information on Obama’s vision for the future of IT in the US, more information can be found here, including a blueprint for change which is available for download. www.barackobama.com/issues/technology
The importance of modernising IT in the United States has already manifested itself as positive action as Barack Obama prepares to become the 44th US president.
Obama has drafted in Google executive Sonal Shah and Julius Genchowski, former InterActiveCorp executive to help safeguard his planned change programme which places greater emphasis on technological innovation.
Part of the plan is to introduce a Google search engine for searching public documents and to pull government and technology into the 21st century. Other plans include making broadband accessible for all US communities and protecting the openness of the internet while safeguarding children and ensuring a competitive landscape for content providers.
For more information on Obama’s vision for the future of IT in the US, more information can be found here, including a blueprint for change which is available for download. www.barackobama.com/issues/technology
Monday, 27 October 2008
Free White Paper- 10 Essential Steps for Service Desk Efficiency
According to research group Forrester, over 40% of large businesses have cut their IT budgets in 2008.
With new IT projects being frozen as funds are diverted to offset falling revenues, IT service desk managers need to adopt new strategies to increase efficiency and effectiveness of existing systems and processes.
Richmond Systems have released a free White Paper entitled- 10 Essential Steps to achieve Service Desk Efficiency.
The paper covers some of the key topics to consider including coping with and reducing support incident volume, automation- is it effective, reporting, ITIL best practices, the importance of people and what efficiency gains do service desk systems offer.
To download a free copy of the White Paper please visit: http://www.richmondsupportdesk.com/html/form.asp.
Alternatively to discuss how service desk software can play a vital role in increasing the efficiency of your IT support, call Richmond Systems on
Tel: +44 (0)1428 641616 or visit www.richmondsupportdesk.com.
With new IT projects being frozen as funds are diverted to offset falling revenues, IT service desk managers need to adopt new strategies to increase efficiency and effectiveness of existing systems and processes.
Richmond Systems have released a free White Paper entitled- 10 Essential Steps to achieve Service Desk Efficiency.
The paper covers some of the key topics to consider including coping with and reducing support incident volume, automation- is it effective, reporting, ITIL best practices, the importance of people and what efficiency gains do service desk systems offer.
To download a free copy of the White Paper please visit: http://www.richmondsupportdesk.com/html/form.asp.
Alternatively to discuss how service desk software can play a vital role in increasing the efficiency of your IT support, call Richmond Systems on
Tel: +44 (0)1428 641616 or visit www.richmondsupportdesk.com.
Wednesday, 22 October 2008
Richmond SupportDesk all new Web Based Reporting
Richmond Systems today launched a brand new version of the service desk software Richmond SupportDesk, for enterprise IT support based on ITIL® best practices.
One of the many highlights for this release is web based reporting for powerful, dynamic and actionable reports all accessible via a web browser.
This empowers business users and support technicians alike with access to over 100 interactive statistical template reports on the support operation.
Report templates can be customised for each customer’s exact requirements and scheduled for automatic distribution via e-mail, printing, publishing to a web server or saving to a file. This ensures up to the minute statistics are available for key personnel and decision makers, whilst minimising any administration required for report distribution.
Reports include trend analysis to visualise key statistics for example, open or resolved support incidents on a daily/monthly basis, incident volume by group, priority and status. Enhanced Service Level Agreement (SLA) reporting includes average response resolutions, failed SLAs by support technician or category and exception reports.
Ideally suited to Managed Service Provider (MSP) environments and service desks that support multiple customer’s, reports can be setup and customised to each clients specific requirements, or for internal support where departmental analysis is required.
Next Steps
To find out more about the latest release of Richmond SupportDesk please visit www.richmondsupportdesk.com for a free trial version of the software or call
+44 (0)1428 641616 to discuss your service desk needs.
One of the many highlights for this release is web based reporting for powerful, dynamic and actionable reports all accessible via a web browser.
This empowers business users and support technicians alike with access to over 100 interactive statistical template reports on the support operation.
Report templates can be customised for each customer’s exact requirements and scheduled for automatic distribution via e-mail, printing, publishing to a web server or saving to a file. This ensures up to the minute statistics are available for key personnel and decision makers, whilst minimising any administration required for report distribution.
Reports include trend analysis to visualise key statistics for example, open or resolved support incidents on a daily/monthly basis, incident volume by group, priority and status. Enhanced Service Level Agreement (SLA) reporting includes average response resolutions, failed SLAs by support technician or category and exception reports.
Ideally suited to Managed Service Provider (MSP) environments and service desks that support multiple customer’s, reports can be setup and customised to each clients specific requirements, or for internal support where departmental analysis is required.
Next Steps
To find out more about the latest release of Richmond SupportDesk please visit www.richmondsupportdesk.com for a free trial version of the software or call
+44 (0)1428 641616 to discuss your service desk needs.
The Future of Service Management
One of the problems faced by service provision industries, such as IT support, is that measurement of success is difficult because there are so many intangibles involved. That considered, with great interest I read a report called The Future of Service Management put together by a group of consultants (Downton, Taurel, Noventum) which claims to have discovered the types of organisation that can virtually guarantee sustained revenue growth, and those who are destined to fall further into the pit of cost cutting and tumbling margins.
The report identifies two types of service organisation, and the shared traits which help them to become profitable. Rather than use the report's overtly complex terms, it is easier to describe the two favourable business methodologies as 'large corporate service leaders' and 'smaller, niche providers providing premium service’.
The report argues that smaller businesses which put emphasis on service excellence can succeed by putting faith in staff to facilitate top-notch support and develop relationships with customers. The service in this example is so good that customers will pay a premium for goods and services to ensure support levels are maintained and are likely to buy more products from people they trust, all which lead to ever burgeoning profits for the business.
The problem for businesses in this segment is, as they grow, it is difficult to maintain the one-to-one intimacy that smaller businesses can offer. The solution for organisations in this position, according to the research, is to redevelop the business to move to the next category. The key for larger businesses is to develop a brand, embed service focus throughout the organisation and create processes which facilitate quality service for customers. Such a brand – the example given was John Lewis – doesn't have to rely on a specific individual to maintain a long-term rapport with the customer. Instead the business performs in such a way that the customer knows that whoever they deal with, they will be offered consistent service.
The report carries on by listing various other segments that businesses can fall within the category of negative service, falling profit margins.
I won't detail each of the business types here, but they generally try to compete on price and, as profits fall, have less to spend on the actual service delivery. As service levels fall, further price cuts are the only way to appease customers and the negative cycle continues.
There is much that the IT services market can learn from this way of thinking. IT services do have a direct impact on the profitability of service, and therefore investment to follow one of the models as set out in this report can ultimately impact the bottom line.
A detailed summary of the report can be found at www.thefutureofservice.com
The report identifies two types of service organisation, and the shared traits which help them to become profitable. Rather than use the report's overtly complex terms, it is easier to describe the two favourable business methodologies as 'large corporate service leaders' and 'smaller, niche providers providing premium service’.
The report argues that smaller businesses which put emphasis on service excellence can succeed by putting faith in staff to facilitate top-notch support and develop relationships with customers. The service in this example is so good that customers will pay a premium for goods and services to ensure support levels are maintained and are likely to buy more products from people they trust, all which lead to ever burgeoning profits for the business.
The problem for businesses in this segment is, as they grow, it is difficult to maintain the one-to-one intimacy that smaller businesses can offer. The solution for organisations in this position, according to the research, is to redevelop the business to move to the next category. The key for larger businesses is to develop a brand, embed service focus throughout the organisation and create processes which facilitate quality service for customers. Such a brand – the example given was John Lewis – doesn't have to rely on a specific individual to maintain a long-term rapport with the customer. Instead the business performs in such a way that the customer knows that whoever they deal with, they will be offered consistent service.
The report carries on by listing various other segments that businesses can fall within the category of negative service, falling profit margins.
I won't detail each of the business types here, but they generally try to compete on price and, as profits fall, have less to spend on the actual service delivery. As service levels fall, further price cuts are the only way to appease customers and the negative cycle continues.
There is much that the IT services market can learn from this way of thinking. IT services do have a direct impact on the profitability of service, and therefore investment to follow one of the models as set out in this report can ultimately impact the bottom line.
A detailed summary of the report can be found at www.thefutureofservice.com
Monday, 15 September 2008
Security secures more funding
Could other IT services become as important in the boardroom?
Security now accounts for 10 per cent of spending on IT, with further investment expected in the sector. A survey of 1200 enterprises by Forrester Research says that despite the economic downturn, 21 per cent will increase spend on security, with all but six per cent of the remaining organisations keeping budgets constant.
Security has also succeeded in transcending IT to become a boardroom level issue, with almost 50 per cent of respondents reporting directly to the board. Whether or not this exposure will help highlight other IT issues is as yet unclear, but perhaps there are lessons to learn about how security has been promoted as a business rather than technical issue that could be applied to other IT services.
Security now accounts for 10 per cent of spending on IT, with further investment expected in the sector. A survey of 1200 enterprises by Forrester Research says that despite the economic downturn, 21 per cent will increase spend on security, with all but six per cent of the remaining organisations keeping budgets constant.
Security has also succeeded in transcending IT to become a boardroom level issue, with almost 50 per cent of respondents reporting directly to the board. Whether or not this exposure will help highlight other IT issues is as yet unclear, but perhaps there are lessons to learn about how security has been promoted as a business rather than technical issue that could be applied to other IT services.
A bad day out the office for Canadian support technician
“I’m holding you hostage until you fix my PC”
IT support staff are used to dealing with unreasonable and sometimes abusive customers, but a Canadian woman has taken the concept of awkward customer to a new level by holding a technician hostage until a connection problem was fixed.
Canadian actress Carol Sinclair said that she had been on the phone to her ISP over 20 times with no conclusion until finally an onsite repair visit was arranged. Sinclair claims that when the engineer couldn’t fix the problem she asked for him to stay until the second technician arrived.
However, local police said that in reality she told the man he couldn’t leave until her issue was resolved, implying she had a gun to keep him hostage. Sinclair was charged and banned from speaking to Aliant employees.
To read the full article:
http://www.cbc.ca/canada/nova-scotia/story/2008/09/02/technician-hostage.html
IT support staff are used to dealing with unreasonable and sometimes abusive customers, but a Canadian woman has taken the concept of awkward customer to a new level by holding a technician hostage until a connection problem was fixed.
Canadian actress Carol Sinclair said that she had been on the phone to her ISP over 20 times with no conclusion until finally an onsite repair visit was arranged. Sinclair claims that when the engineer couldn’t fix the problem she asked for him to stay until the second technician arrived.
However, local police said that in reality she told the man he couldn’t leave until her issue was resolved, implying she had a gun to keep him hostage. Sinclair was charged and banned from speaking to Aliant employees.
To read the full article:
http://www.cbc.ca/canada/nova-scotia/story/2008/09/02/technician-hostage.html
Wednesday, 27 August 2008
Friday, 22 August 2008
Customer Strategy Magazine Highlights 3 Fold increase in First Level Resolutions
Read an interesting article in the Customer Strategy Magazine which highlighted results from a survey conducted by the Service Desk Institute (SDI) into the changing role of Service Management.
A total of 159 service desk managers across 11 industry sectors responded to a questionnaire to understand their views on the industry performance, trends and service quality provided by the service desk software vendors.
The article highlighted that companies are both investing and elevating their IT Service Management with the aim of achieving best practice through the use of standards like ITIL in their IT support operations with the aim of raising customer service levels.
Three main points highlighted by the SDI Service Desk survey included:
1. First-level resolutions have increased 60% from only 21% when the SDI first conducted the research in 2004
2. ITIL standards are continuing to be adopted by organisation from only 30% using the methods and procedures in 2004 to 68% in 2008.
3. Organisations are increasingly favouring a two tiered approach to IT Support with more staff on the front line. If they are unable to deal with the request they elevate the incident to a second tier to handle. This second level comprises of more specialist technical support technicians to help establish the cause of the IT support incident.
To read the source article please follow this link:
http://www.customer-strategy.co.uk/csnews/index.cfm?ccs=584&cs=3772
A total of 159 service desk managers across 11 industry sectors responded to a questionnaire to understand their views on the industry performance, trends and service quality provided by the service desk software vendors.
The article highlighted that companies are both investing and elevating their IT Service Management with the aim of achieving best practice through the use of standards like ITIL in their IT support operations with the aim of raising customer service levels.
Three main points highlighted by the SDI Service Desk survey included:
1. First-level resolutions have increased 60% from only 21% when the SDI first conducted the research in 2004
2. ITIL standards are continuing to be adopted by organisation from only 30% using the methods and procedures in 2004 to 68% in 2008.
3. Organisations are increasingly favouring a two tiered approach to IT Support with more staff on the front line. If they are unable to deal with the request they elevate the incident to a second tier to handle. This second level comprises of more specialist technical support technicians to help establish the cause of the IT support incident.
To read the source article please follow this link:
http://www.customer-strategy.co.uk/csnews/index.cfm?ccs=584&cs=3772
Friday, 13 June 2008
ICT software that FITS
The need for enhanced ICT support services in education has resulted in ICT managers looking for ways to effectively manage schools ever increasing ICT estate. Richmond Systems are running a series of online presentations covering the five essential topics to consider when looking for ICT helpdesk software.
These webinar presentations use the on-line Webex software for live demonstrations of the Richmond SupportDesk helpdesk software to:
The next two webinars take place on Wednesday 18th June at 3.00 and Wednesday 25th June at 3.00, there is no charge for the event. To register, simply visit www.richmondsys.com/web/education/registration.asp.
The first ten people to register and attend the presentation will be posted a free USB hub.
For more information about FITs and the Richmond SupportDesk Help Desk software for education visit: www.richmondsys.com/education.
These webinar presentations use the on-line Webex software for live demonstrations of the Richmond SupportDesk helpdesk software to:
- Manage the increasing ICT estate in education
- Effectively track phone, email and web support requests
- Implement BECTA best practice framework (FITS) and ITIL processes
- Improve the efficiency of ICT support departments within education
- Analyse ICT support needs with comprehensive reporting
The next two webinars take place on Wednesday 18th June at 3.00 and Wednesday 25th June at 3.00, there is no charge for the event. To register, simply visit www.richmondsys.com/web/education/registration.asp.
The first ten people to register and attend the presentation will be posted a free USB hub.
For more information about FITs and the Richmond SupportDesk Help Desk software for education visit: www.richmondsys.com/education.
Friday, 9 May 2008
Specialist Schools and Academies Trust team up with Richmond Systems
Richmond Systems is helping the Specialist Schools and Academies Trust’s new IT manager, Jahangir Janmohamed (JJ), to integrate service support into the running of the organisation, following the extension of its use of Richmond SupportDesk. The service desk software has been used to log calls to the IT team for the last two years, but under JJ’s leadership it has been further enhanced to integrate more fully with the Trust’s internal processes.
JJ commented: “My predecessor had bought Richmond SupportDesk but it wasn’t being used to its full potential. With help from the team at Richmond Systems, we have been able to extend its use from the IT team logging calls into a service that all staff members can use to flag IT problems. Richmond SupportDesk works intuitively, so was quickly taken up across the organisation whilst raising the profile of IT and making a real difference to the way employees interact with the department.”
Ease of use was particularly important in facilitating system acceptance by employees. Richmond SupportDesk actively encourages system use through clear screen layout, customisable views and time-saving features like single click recording of common issues.
“Now, all IT requests are logged, although it took something of a culture change in the organisation, as some people seemed to think their problem wouldn’t get answered unless they visited the IT team in person. The Trust’s 320 users now realise that going through the proper channels ensures an effective and timely response to their IT issues. Calls are managed properly so that mission-critical problems take priority without other issues being ignored. The IT team now has the tools to prioritise workload, preventing unfair ‘queue-jumping’ and, ultimately, everyone knows they are having their requests dealt with effectively with the resources available.”
“We’re now much better able to support all of the Trust’s employees, which is really important as we’re looking after seven regional offices as well as those based at our Millbank Tower headquarters. At first we got the usual complaints that HQ was getting better service than the branch offices, however using Richmond SupportDesk’s Customer Satisfaction Surveys we are able to directly monitor the service experience of every employee in the trust and use satisfaction scores to allay misconceptions about preferential treatment. Using Richmond SupportDesk has enables us to answer queries in a timely manner, wherever they are in the country, and provide best practice service to the Trust.”
JJ commented: “My predecessor had bought Richmond SupportDesk but it wasn’t being used to its full potential. With help from the team at Richmond Systems, we have been able to extend its use from the IT team logging calls into a service that all staff members can use to flag IT problems. Richmond SupportDesk works intuitively, so was quickly taken up across the organisation whilst raising the profile of IT and making a real difference to the way employees interact with the department.”
Ease of use was particularly important in facilitating system acceptance by employees. Richmond SupportDesk actively encourages system use through clear screen layout, customisable views and time-saving features like single click recording of common issues.
“Now, all IT requests are logged, although it took something of a culture change in the organisation, as some people seemed to think their problem wouldn’t get answered unless they visited the IT team in person. The Trust’s 320 users now realise that going through the proper channels ensures an effective and timely response to their IT issues. Calls are managed properly so that mission-critical problems take priority without other issues being ignored. The IT team now has the tools to prioritise workload, preventing unfair ‘queue-jumping’ and, ultimately, everyone knows they are having their requests dealt with effectively with the resources available.”
“We’re now much better able to support all of the Trust’s employees, which is really important as we’re looking after seven regional offices as well as those based at our Millbank Tower headquarters. At first we got the usual complaints that HQ was getting better service than the branch offices, however using Richmond SupportDesk’s Customer Satisfaction Surveys we are able to directly monitor the service experience of every employee in the trust and use satisfaction scores to allay misconceptions about preferential treatment. Using Richmond SupportDesk has enables us to answer queries in a timely manner, wherever they are in the country, and provide best practice service to the Trust.”
Thursday, 1 May 2008
Alleviate IT Staff Work Pressures with Self Service and Mobile Solutions
With the ever increasing demand on IT Staff to deliver, support and maintain new technology, whilst adhering to stringent service levels, the need for innovative solutions to assist them in their challenging roles has never been greater.
Companies are starting to realise that ‘going mobile’ is a necessary way of increasing productivity whilst saving money. IT support staff must not be forgotten as they play a key role in making this happen. They need tools not just to support the mobile workforce effectively, but to make their own work more flexible; being able to access job information while off-site or on the move.
In addition to mobile solutions for IT staff, extending support capability to provide customer self service empowers users to find answers to their support questions whilst reducing workload and freeing up service desk resources.
Richmond Systems will be launching two new solutions at the Service Desk & IT Support Show 2008, Richmond SupportDesk Mobile and a Self Service Portal to help address the work balance requirements for IT support staff.
Richmond SupportDesk Self Service Portal provides customised, interactive access to the service operations via web browsers. The fully configurable solution is designed to meet the specific support needs of diverse internal and external customer groups. Managed Service Providers can add value to their services by tailoring the interface and user experience for each customer.
Richmond SupportDesk Mobile provides service desk staff with live incident management on the move through any device supporting the Windows Mobile™ operating system. This maintains real-time interaction with the central service desk.
“IT support staff face huge demands on a daily basis, providing them with the tools to work as effectively as possible with limited resources helps alleviate some of their daily pressures” commented Eric Wright, managing director at Richmond Systems.
Companies are starting to realise that ‘going mobile’ is a necessary way of increasing productivity whilst saving money. IT support staff must not be forgotten as they play a key role in making this happen. They need tools not just to support the mobile workforce effectively, but to make their own work more flexible; being able to access job information while off-site or on the move.
In addition to mobile solutions for IT staff, extending support capability to provide customer self service empowers users to find answers to their support questions whilst reducing workload and freeing up service desk resources.
Richmond Systems will be launching two new solutions at the Service Desk & IT Support Show 2008, Richmond SupportDesk Mobile and a Self Service Portal to help address the work balance requirements for IT support staff.
Richmond SupportDesk Self Service Portal provides customised, interactive access to the service operations via web browsers. The fully configurable solution is designed to meet the specific support needs of diverse internal and external customer groups. Managed Service Providers can add value to their services by tailoring the interface and user experience for each customer.
Richmond SupportDesk Mobile provides service desk staff with live incident management on the move through any device supporting the Windows Mobile™ operating system. This maintains real-time interaction with the central service desk.
“IT support staff face huge demands on a daily basis, providing them with the tools to work as effectively as possible with limited resources helps alleviate some of their daily pressures” commented Eric Wright, managing director at Richmond Systems.
Friday, 25 April 2008
Richmond SupportDesk Self Service Portal
Richmond Systems are pleased to announce the latest release of Richmond SupportDesk v6.7 with a brand new Richmond SupportDesk Self Service Portal.
This provides your end users with customised interactive access to Richmond SupportDesk 24/7 via standard web browsers, enhancing customer satisfaction whilst reducing costs. The benefits of the new software include:1.) Fully Configurable Solution- for the specific support needs of diverse internal user groups creating a bespoke interface look and feel using system options, templates and style sheets.
2.) Internal support- can encourage departments to log incidents via the web by ensuring the interface is appropriate to the experience and requirements of each user.
3.) Personalised knowledge bases- empower users to find answers to their questions without tying up service desk resources.4.) Bespoke bulletins- notify users of ongoing and planned activities, reducing unnecessary contact with the service desk.
5.) Quick incident- templates allow rapid logging of frequently occurring incidents.6.) Customisable incident screens- provide access to track incident progress and status by dragging and dropping to sort or group different criteria including; category, status and priority.
7.) Intelligent user registration- automatically recognises the user domain to determine the optimum configuration, alternatively registration can be confirmed by support desk operators.8.) Scalable best practice architecture- based on .NET and Microsoft IIS platforms supporting multiple concurrent sessions.
9.) Change management- to view existing Requests for Change (RFC) that have been approved and raising new requests.To evaluate the Richmond SupportDesk Self Service Portal a free 30 day trial is available, to download please click here.
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