So, a comment on the folks who are still using 'paper and pencil' tracking.
Implementing some sort of help desk system that you can log and track calls is a pain. A huge time distracting pain. However, it can and will be beneficial in these economic times. So, "IT department, what value do you provide?" If you track your calls, all your calls, you can provide numbers. Management likes numbers. Depending on how you categorize your calls you can also determine what areas are your biggest time sinks and focus improvements there. Sometimes you can determine and document 'who' are your biggest time sinks and draw attention or provide more training there as well. While the stereotype mantra is 'no one reads documentation', I find that isn't actually true. If you can provide a consistent place for people to find it, and make sure it is maintained as part of any new software upgrade / roll out to the user community, then it will help reduce calls. There are and always will be those who will not avail themselves of this resource and depending on your companies culture may be something you have to live with, but by having the documentation available, you will at least have a starting point for users to check when you are not available. Steven On Thu, Feb 26, 2009 at 10:44 AM, Axcess Mailing List <[email protected]> wrote: > It's called Service Manager and it's part of the System Center solution. > > We are part of the beta; however it's not very mature, and a lot of bugs are > being reported right now. > > https://connect.microsoft.com/site/sitehome.aspx?SiteID=446 > > Regards, > Jim Restucci > > -----Original Message----- > From: John Hornbuckle [mailto:[email protected]] > Sent: Thursday, February 26, 2009 09:24 > To: ML: NT System Admin Issues > Subject: RE: Help Desk Software > > Some time back, I had heard that MS was working on a full-fledged helpdesk > product. I was hoping to see that developed, since we're a Microsoft shop and > their ed pricing is so cheap. But I haven't heard anything on it in a while, > so maybe it went away or turned into the template. > > > > John Hornbuckle > MIS Department > Taylor County School District > 318 North Clark Street > Perry, FL 32347 > > www.taylor.k12.fl.us > > > > -----Original Message----- > From: Troy Meyer [mailto:[email protected]] > Sent: Thursday, February 26, 2009 11:59 AM > To: NT System Admin Issues > Subject: RE: Help Desk Software > > Just a followup, MSFT released a free call center and help desk template for > WSS/MOSS. We don't use it, but it wouldn't be a bad way to get a free > ticketing and knowledge base system setup. > > Google "fab 40 templates" > > -troy > > > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~
