Spring Cleaning For Your Service Desk

Posted by Kevin Lancaster on Apr 1, 2014 6:57:00 PM


ITSM – Service Desk Ticket System Field and Categorization Simplification

As anyone who owns a home or has a garage knows, we tend to collect stuff over time that we no longer need (or maybe never really needed) and then keep those items stored in places where they are in the way, or where they just simply look out of place. Maybe those items are now keeping us from seeing or even getting to the useful stuff that we are actually looking for. Well, this might also be the same problem that some of you are experiencing with those seldom or never used fields and selections in your Service Desk or Help Desk online ticketing systems. IT specialists would identify these as categorization selections like “PDA”, “dongle”, and “floppy drive”, or selections of application systems that they probably retired three years ago. These applications may even have fields that that no one uses anymore because they are not sure what those fields were intended for.

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Topics: BMC, Blog, Technology, Resources and Insight

4 Steps to Solving ITSM & ITAM Challenges

Posted by Kevin Lancaster on Feb 28, 2014 5:59:00 PM

In the IT world, challenges always exist, whether we can currently identify the challenge or not, one will always arise. Rest assured, when an IT challenge becomes apparent, there is also usually a solution in existence. Often enough it’s the problem solving techniques that reach the end of the challenge, and delineates the solution.

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Topics: BMC, Events, Blog, Technology, Resources and Insight

IT Information Exchange at the DC Exchange

Posted by Kevin Lancaster on Feb 11, 2014 6:04:00 PM

In a world where the industry standard is always changing and methods for these changes are conjointly working together, one can’t help but feel like they’re always falling behind the curve. Welcome to the world of Information Technology (IT), where changes typically come in 12 to 15 month increments and the last 10 years has been one of the greatest technology booms in the last century.

Over the last decade, IT businesses and users have seen innovations of all sorts of technologies such as the iPod, new Operating Systems, and massive changes in IT management. For example, as Microsoft Windows ends support for Windows XP this April, organizations will find themselves migrating and attempting to the stay ahead of IT to continue their business operations. At this point, you may be asking “How can I stay ahead of all these IT changes and learn about what challenges all these different technologies can solve?”

In a World Where IT is Always Changing, How Can we Keep Up?

The answer arrived with a benchmark idea called information exchange. Information exchange is loosely defined as “a bidirectional information transfer” in related topics such as telecommunications, computer science (IT) and other communication systems. You can find this exchange and sharing of ideas occurs between IT leaders at conferences and events around the world. This avenue of communication allows IT specialists to return to their coworkers and peers with greater knowledge of the leading IT innovations and transformations.

Every year, new IT discoveries are released with new models and advancements for the future. IT specialists gather and attend conferences to share their insights and learn about the ever-changing advancements that require their understanding to stay ahead. These idea exchanging events continue to improve and provide vast benefits to attendees, but not just to simply discuss new technological advancements, but to reach the core of IT and how to enable IT in the most effective manner.

A focus area that is becoming more prominent to the IT and business industries today is the emergence of IT Service and Asset Management (ITSM/ITAM). A very valuable event that addresses this core component of IT is the BMC Exchange. This event gathers in various locations around the world to encourage and promote information exchange and idea sharing with leading IT organizations and leaders. The next upcoming BMC Exchange is the BMC DC Exchange being held in the greater Washington, D.C. area.

Attending the BMC DC Exchange on February 20th at the Ritz Carlton Pentagon City will be a great resource for learning about how ITSM and ITAM are changing the surface of the IT world. Among the many distinguished speakers there, James Staten from Forrester Research will be discussing the transformations of IT in his keynote. Attendees will also connect with IT leaders and share IT ideas to learn how properly enabling IT can provide the best means for effective business growth.

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Topics: BMC, Events, Blog, Technology, Cloud

The Misconception of IT Service & Asset Management Integration

Posted by Kevin Lancaster on Jan 28, 2014 6:08:00 PM

When assessing the IT competency of organizations, many executives tend to believe their IT sectors are meeting their organizational objectives. The majority of executives believe that simply possessing an IT service is the key to reaching those objectives. This misconception could not be further from the truth, as a study found that less than half of the respondents rate their IT management processes as “excellent” or “good.”

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Topics: BMC, Government Business Development, Government, Blog, Technology, Resources and Insight, Government Business Opps

IT Service Management in 2014: One Size Does Not Fit All

Posted by Kevin Lancaster on Jan 14, 2014 6:09:00 PM

Every year, organizations assess their inefficiencies and find outstanding problems from the previous year as well as determine where there is room for improvement in the next year. As 2013 has recently passed, many organizations have reviewed their previous glitches and find that their IT Service Management (ITSM) processes need to be improved.

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Topics: BMC, Government Business Development, Blog, Video Blog, Technology, Resources and Insight, Cloud

Service Desk Software Helps the Developmentally Disabled in the Buckeye State

Posted by Kevin Lancaster on Dec 5, 2013 7:51:00 PM

Government agencies are ditching their old habits and implementing new service desk software in hopes of more cost effective solutions to consolidate and optimize their help desk. The Department of Developmental Disabilities (DODD) based in Ohio, “The Buckeye State” was established to maintain applications for roughly 2,000 employees and provide customer support for over 10,000 customers. These customers ranged from county employees, developmentally disabled children and their parents, and service providers across the state.

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Topics: BMC, Government Contracting, Government, Blog, Resources and Insight

6 Ways IT Service Management Can Change Your Organization

Posted by Kevin Lancaster on Nov 14, 2013 7:57:00 PM

Businesses are always evolving, and through their evolution and expansion technology becomes obsolete and organizations find themselves needing an upgrade. As a customer base grows the need for technology grows greater. Most organizations spend thousands of dollars attaining and upgrading to the most current technology, but still have many problems implementing their new technology to meet all the demands of their customers.

Organizations that invest in technology should also consider the effects of its implementation. Possessing technology does not necessarily prove it effective, and every organization needs an efficient system that can manage the services provided by its technology. That is where IT Service Management (ITSM) is born.

ITSM is crucial to the functionality and expansion of organizations in several aspects:

  1. The number of requests for automating business processes is rapidly growing, ITSM can ensure speedy and accurate delivery to both internal end users and external customers.
  2. ITSM boosts productivity which results in lower operating costs and faster adaptability to customer requests for your business.
  3. ITSM can effectively capture and share knowledge for IT end users to quickly locate and fix reported problems.
  4. Upgrades and requests expand quickly, ITSM can assure a single, user friendly customer portal for reporting problems, software upgrades and requesting services.
  5. Tracking historical and real-time data through ITSM allows IT leaders to spot problems faster and using historical reports will increase productivity through analyzing past trends.
  6. IT Managers and business leaders can access their system from any location, allowing customers and employees to conduct transactions at any time, from anywhere.

ITSM implementation is also designed for simplicity, meaning IT leaders aren’t required to have any special skills to create the customer forms, dashboards, and other various components. Implementing a successful ITSM strategy can help growing organizations process, maintain, and support a skyrocketing customer in-take and manage customers with a cost effective and simple solution.

Read more about the benefits of ITSM and how it helped organizations such as PCMall and Evergreen in this white paper, “Leveraging Your IT Service Management.”

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Topics: BMC, Government Contracting, Government, Blog, Technology, Resources and Insight, Cloud

7 Tips to Successful IT Asset Management

Posted by Kevin Lancaster on Nov 4, 2013 7:58:00 PM

Technology is always changing, and with each change every successful organization needs to adjust to the upgrades and advancements. The downside of not upgrading can create incorrect data entry, poorly tracked documents, excess time consumption, and an overall increase in costs as a result. The solution to these problems - an Asset Management Solution (AMS).

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Topics: BMC, Government Business Development, Government, Blog, Technology, Resources and Insight, Government Business Opps

Government Agencies Upgrading to Windows 7 for Security

Posted by Kevin Lancaster on Oct 10, 2013 9:06:00 PM

Having trouble with Windows XP? Always having troubleshooting problems and need help adjusting and migrating to the update? This April, Microsoft is ending support for Windows XP, and as a result, government agencies are quickly migrating to Windows 7.

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Topics: BMC, Government Business Development, Government, Events, Blog, Technology, Resources and Insight

Government Saves Time, Money, and Resources with Improved Help Desk Software

Posted by Kevin Lancaster on Sep 26, 2013 9:10:00 PM

The city of San Mateo, California is witnessing booming growth in both its population and infrastructure development. Since the year 2008, San Mateo has experienced an 8% increase in population, and home sales have jumped a staggering 28%. Consequently, the municipal government of San Mateo is faced with the enormous task of managing and overseeing the recent expansion while operating on an outdated help desk system. Their objective: maintain networks and PCs for 600 users spread across 22 facilities in a diverse and rapidly growing high-tech city. In order to adapt to these challenges, a new help desk alternative needed to be implemented to better serve citizens.

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Topics: BMC, Government Contracting, GSA Schedule, Government, Blog, Technology

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