What is the Information Technology Infrastructure Library? [INFOGRAPHIC]

The Information Technology Infrastructure Library (ITIL), is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. ITIL consists in a series of five core publications, each of which covers an ITSM lifecycle stage. ITIL allows the organization to establish a baseline from which it [...]

What is ITIL? [INFOGRAPHIC]

Here is a great infographic on the history of ITIL, ITIL certified professionals,  and the average salary of an ITIL Certified Professional.

LANDesk Acquires Wavelink to Redefine Mobility Management

Together, LANDesk and Wavelink provide the industry’s first true end-to-end mobility management solution across the broadest range of platforms and devices LONDON – LANDesk Software, a global leader in systems lifecycle management, endpoint security and IT service management, today announced it has acquired Wavelink, a leading provider of mission critical mobility management solutions. The acquisition [...]

BMC Remedyforce Exceeds 100 Customers in 300 Days

BMC Remedyforce Service Desk Solution is the Fastest-Growing SaaS Platform, Significantly Outpacing Competitive Solutions HOUSTON — BMC Software, the leader in IT Service Management (ITSM), today announced more than 100 enterprises have adopted its cloud-based Remedyforce Service Desk solution in 300 days, making it the fastest growing SaaS-based IT management solution in the industry. Enterprises [...]

Zuora Implements Zendesk Cloud-Based Help Desk

Zuora Global Support Portal helps company streamline customer support, boosting response rate and delivering better visibility into customer issues REDWOOD CITY, Calif. and SAN FRANCISCO — Zuora, the subscription billing and commerce leader, and Zendesk, the proven cloud-based help desk software provider, today announced the launch of the Zuora Global Support Portal. The web-based support [...]

Defining your Service Cloud or Call Center

In the last Dreamforce 2011 conference, a lot of emphasis was placed on the social profile within their Service cloud.  That is, having that user’s relevant Facebook and Twitter stream on the agent’s window.  Along with Data.com and Dun and Bradstreet, you can have accurate data from that user. As well, Salesforce also recommends the [...]

Radian6 & Competitors- People are Waking Up

I am starting to see a trend for companies using Radian6 and other social enterprise monitoring products. Companies are responding to people’s complaints or queries directly through social media. Wake up everyone, it’s not the just the 1-800 Call Center anymore. With social enterprise monitoring products, companies look for keywords such as their own company, [...]

Service Desk Managers Are Overloaded

LANDesk research reveals increased pressure on service desk managers to handle mobile devices London — In an increasingly tech-savvy society, it is no surprise that users are becoming heavily reliant on mobile devices as business tools. New research* by LANDesk reveals 96 per cent of users view laptops, smartphones and tablets as not only beneficial [...]

New Enterprise-Grade Security and Customization Capabilities for Leading Cloud-Based Help Desk

SAN FRANCISCO — Zendesk, the proven cloud-based help desk software provider, today announced its new Zendesk Enterprise Plan, offering a fast, customizable, and secure customer support solution specifically designed for large, international, or multi-brand organizations. The new plan gives companies the ability to tailor their help desks according to their own needs while maintaining the [...]

NetworkedHelpDesk.org Welcomes TeamSupport.com

Alliance of Cloud-Based Help Desk Providers Advocates for Open Standards Dallas, TX – TeamSupport.com (http://www.TeamSupport.com) – an emerging leader in SaaS-based customer service and help desk tools – today announced their membership in NetworkedHelpDesk.org. The organization, a collaboration of similarly focused software providers, is committed to delivering a superior customer experience by creating seamless communication [...]

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