Software Advice found that 37 per cent of Canadian prospective buyers are still using manual methods, while 26 per cent are looking to replace existing help desk software. Eleven per cent have multiple systems they are looking to replace and another 11 per cent have nothing in place.
Showing posts with label help desk news. Show all posts
Showing posts with label help desk news. Show all posts
Synergis Software Helpdesk Recognized for Outstanding Technical Service and Support of Adept Engineering Data Management Software
Synergis Software, the developer of Synergis Adept Engineering Data and Document Management software, announced today that the company's Helpdesk Team was globally recognized for its outstanding service and support by Helpdesk International (HDI), an independent professional association and certification body for the technical service and support industry. HDI recently released its top 50 elite players, and Synergis Software was ranked #8 on HDI's CSAT Elite 50 list.
Summer 2015 Rankings of the Best Help Desk Platforms, Based on User Reviews
The updated Grid℠ report for help desk software, published today by business software review platform G2 Crowd, ranks 10 products to help purchasers in their selections.
Zendesk, Desk.com and Freshdesk were named Leaders in the report, receiving high customer satisfaction scores with a large market presence.
A champion emerges in IT Service Management
In the crowded and mature IT Service Management (ITSM) market it is challenging to distinguish between the array of technology innovators and those few vendors able to deliver the true innovation which adds direct value to your business.
Differentiation in the ITSM market has moved on significantly from ticket tracking and basic self-service, to the provision of enterprise-wide service which offers cohesive knowledge management, collaboration and features, such as game mechanics, that are laser focused on the business needs. Info-Tech Research Group, North America's fastest growing full-service IT analyst firm, has unveiled their latest analysis of the ITSM space with the publication of the ‘2015 Enterprise Service Desk Software Vendor Landscape’.
Differentiation in the ITSM market has moved on significantly from ticket tracking and basic self-service, to the provision of enterprise-wide service which offers cohesive knowledge management, collaboration and features, such as game mechanics, that are laser focused on the business needs. Info-Tech Research Group, North America's fastest growing full-service IT analyst firm, has unveiled their latest analysis of the ITSM space with the publication of the ‘2015 Enterprise Service Desk Software Vendor Landscape’.
Where is the ITSM Industry Going?
Navvia, a company that helps organisations to design, improve, and manage their IT service management (ITSM) processes, revealed the results of its ninth annual ITSM Industry Survey earlier this month. The 35-question survey covered:
Microsoft moves its tanks closer to the front in the service management wars
We’ve been predicting the field service management wars at diginomica for some time now. Last year Oracle fired off an opening salvo with the acquisition of TOA Technologies.
Yesterday Microsoft moved its tanks closer to the front with the purchase of FieldOne, a 53-strong New Jersey-headquartered provider of cloud-based field service applications.
ManageEngine Integrates ServiceDesk Plus Software With Zoho Reports
ManageEngine has integrated its ServiceDesk Plus help desk software with the Zoho Reports online reporting and business intelligence (BI) application, enabling managed service providers (MSPs) to use ServiceDesk Plus to analyze their customers' IT help desk data.
Groove Launches API for Its SaaS Help Desk Solution
Software-as-a-service help desk software provider Groove has launched an API. The JSON REST API allows Groove customers to integrate the company's functionality directly into their apps.
For instance, tickets can be created based on actions taken within an app, and updated and managed through third-party applications.
Help Desk Software Provider iSupport Software Announces Version 14
n a continuing effort to add value to its
collaborative support solution, Version 14 focuses on mySupport, the
world's first end user support tool that enables end users to design
their own custom support portals. End users can use drag-and-drop
components to tailor their experience and include reports, training
calendars with online signup functions, external web content such as
Twitter feeds and YouTube videos, incident submission and update
functionality, and more.
SolarWinds Integrates Web Help Desk With DameWare Remote Support
SolarWinds (SWI) has integrated its Web Help Desk solution with DameWare's Remote Support software, enabling IT and managed service providers (MSPs) to immediately address customers' IT problems.
The integration allows service technicians to launch remote support sessions directly from asset reports and tickets and control end users' Windows, Linux and Mac OS devices from any location, according to SolarWinds.
TeamSupport Help Desk Software Unveils New Best-in-Class Reporting and Analytics Features
TeamSupport.com,
one of the leading B2B customer service software solutions, today
released its all-new business intelligence platform, offering
dramatically enhanced best-in-class reporting capabilities that take
support metrics to a whole new level and allow support teams to gain
deeper customer insights in real time.
Parature Unveils Social Customer Service Suite
Parature, a provider of cloud-based customer service software,
announced today the general availability of its Social Customer Service
Suite as part of its multichannel customer service offering.
IT Asset Management Solutions Acquires Liken's SAM Business
Liken enhances ITAMS' IT Asset and Software Licence Management services portfolio
IT Asset Management Solutions
(ITAMS), one of the UK's longest established, vendor independent,
consulting and technology companies specialising in IT Asset and Software Licence Management (SLM), today announced its acquisition of Liken's Software Asset Management (SAM) and IT Asset Management (ITAM)
business. Liken will remain as a legal entity, but will focus
exclusively on other, non-ITAM/SAM, aspects of its business, going
forward under the directorship of James Rowlands.
Standalone RMM Managed Services Software Is Dead
Standalone RMM (remote monitoring and management) software is dead. Skeptical? Kaseya, Level Platforms and N-able Technologies
have each been acquired in recent weeks as part as an accelerating
trend toward platform diversification. MSP software suites are
proliferating. Radical change won't end there. For MSPs and their
software providers, the glory days of managing Windows-based PCs and
servers are over. The cloud and mobility now dominate small, midsize and
large enterprise IT spending plans. It's time for MSPs to respond --
fast.
Skepical? Take a look at all the recent moves:
Skepical? Take a look at all the recent moves:
Alloy Software Launches Mobile Portal for Alloy Navigator Enterprise
Alloy Software, Inc., a leading provider of service management and asset
management solutions, today announced the launch of the Alloy Navigator Enterprise Mobile Portal.
Available for free to existing Alloy Navigator Enterprise 6 customers
with active coverage, the new Mobile Portal is compatible with a wide
variety of smartphones and tablets. It gives remote IT personnel and
field service technicians full access to the service desk, allowing them
to open, update and track service requests and perform other tasks.
Mobile Portal supports Apple iPhone, iPad and a wide range of Android
and BlackBerry devices.
Kaseya Acquired by Insight Venture Partners
Global private equity and venture capital firm,
Insight Venture Partners, has bought a significant stake in IT systems
management software company, Kaseya, for an undisclosed sum.
EarthLink to Acquire CenterBeam for Managed IT Services
EarthLink agreed to acquire CenterBeam, a privately held information
technology managed service provider with a 13-year track record of
delivering cloud computing and hosted IT services, for $22 million.
ManageEngine Offers New ServiceDesk Plus Pricing to Step Up ITIL Adoption
Those interested in getting in on ManageEngine's (News - Alert) ServiceDesk Plus system have a whole new option, as ManageEngine announced a new
pricing structure that should make ServiceDesk Plus more attractive to
both small- and medium-sized businesses (SMBs) as well as full
enterprise-level users alike.
Kaseya to Sponsor Gartner IT Infrastrure & Operations Management Summit
Kaseya, the only vendor to provide a complete IT service management
on-premises and cloud solution, today announced its silver
sponsorship of the upcoming Gartner IT Infrastructure & Operations
Management Summit (IOM). Kaseya will also be demonstrating its
award-winning family of IT service management technology at booth
#623.
HEAT Cloud 2013.1 is Now Available
HEAT is the most advanced Service Management solution designed to
support on-premise, cloud, and hybrid deployments from a single, unified
platform.
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