Archive for the ‘Service Desk’ Category

InformationWeek/HDI Service Desk survey interesting findings

September 12, 2011

Topics I found interesting at first glance after reading the  State of the IT Service Desk report  by John Custy, InformationWeek/HDI (June 2011):
  • Mobile devices support on the rise, security issues and work/personal frontier
  • Lack of information security management processes in place (even though awareness and investment in specific tools)
  • Low investment on standards and frameworks for quality management (ISO/IEC 20000 got 12% utilization out of 1214 professionals surveyed))
  • Unclear costs and benefits of Service Desk – IT does not know how much it costs
Also, latest technology trends drive changes and incident volume (desktop virtualization, server virtualization and cloud computing at the top).
40% of respondents stated Service request management (request fulfilment using ITIL terminology) being implementing or followed – meaning that requests are treated under incident management. Event management is in place for 1 out of every 4 organizations surveyed. Opportunities for improvement here in these two areas.

Microsoft Service Desk (now Microsoft System Center Service Manager…)

March 26, 2007

After attending the Service Desk’s “preview” last Microsoft TechDays at Lisbon I do have some notes on this promising product.

They got it right regarding usability and already existing Microsoft technology. The strong points I see:

SMS – Inventory, CMDB related activities support
MOM – Automatic Incident creation, knowledge base
SharePoint – Knowledge base
InfoPath – Customized forms (really flexible this part)
Outlook – Approval and notification tool
Powershell – Scripting
Workflow Foundation .NET – Workflow

For the first two an umbrella called System Center gathers tools for Service Management. Service Desk closes neatly the basic Service Support underlying technology.