Application Lifecycle Management: IT help desk software

Showing posts with label IT help desk software. Show all posts

Thursday, March 21, 2013

Solutions at Hand with IT Help Desk Software

Technological evolutions over the years have changed the way enterprises conduct business operations. The widespread use of the internet today has led most of the enterprises to move towards e-commerce and online markets to offer their products and services. Though offered with the help of technology it still can bring about issues which are either technology related or product related.

The large conglomerates have their IT professionals who with their expertise reach out to help the customers as far as technology is concerned. In case of the small and medium enterprises, the customer issues are generally handled with the use of help desk solutions. With most enterprises having an IT enabled business environment, the help desk is “single point of contact for users to receive help on any product related or technology related issues.

Even small issues may have a serious impact on the business continuity and loss of brand reputation. Hence setting up an IT help desk software is an important aspect in today's competitive and techno savvy business environment. Such help desk solutions will help enterprises reap benefits of not just fixing problems and preventing them but also pave way for effective service request management.

The leading service providers in the industry that offers best of the breed of IT help desk software to the enterprises, enables requests submitted by customers to be customized and managed by teams as per the service request management work flow. Further by linking the multiple IT service requests to an incident, ensures closure of all the dependent requests when the linked incidents are closed. The IT help desk software defines implements, enforces and automates the help desk processes while playing double role as per the environmental conditions. The built-in computation capability of the software makes way for automatic Service Level Agreement (SLA) calculations and allows for real-time calculations of various graphical and textual metrics.

One important abilities performed by the help desk software is a tracking. Tracking allows customers, employees, and administrators to follow help desk efficiently. The IT Help desk solution not only provides benefits through resolving technological issues during any application lifecycle management but also ensures efficient customer service to their clients and users leading to a favourable brand image.

Efficient customer service being crucial for the enterprises, the IT help desk works as a a medium to manage, report and resolve concerns identified by consumers and also acts as a marketing tool for ITSM Solution in government departments or business. Irrespective of the issues faced being minute errors or major failures, the IT help desk software enables the employees to fix these it. Further, it seamlessly integrates help desk with other components of IT Service Management including Change Management and Release Management.

Tuesday, March 5, 2013

Benefits of Implementing Help Desk Solutions

Customer assistance, regardless of what your enterprise offers is what is crucial for consumer satisfaction. Quality consumer satisfaction leads to business and greater revenue generation and is a core element that makes an organization successful in today’s competitive market scenario.

Therefore, help desk solutions enable a company to manage help desk operations that are essential for consumer satisfaction. The solution helps you to keep a track of emails and ensures that you don’t lose any of them. The solution makes a website appear professional and offer simpler methods to communicate with end users and consumers. It also enables the consumer to easily relate their concerns to a brand or enterprise.

Companies specializing in application lifecycle management with their innovative help desk software enables you to guide the consumer in such a manner that they report their issues to you. By ensuring the much required fields, such as model number, software version number and so on you are able to shut down the percentage of back-and–forth communications with consumers to point out the relevant details that needs to be resolved soon.

The advanced help desk software offers a brand new way for the numerous support professionals to carry on their work on various issues. Some of the selected help desk software functions are as follows:

* Help request management.

* Help request tracking.

* Managing a knowledge base or frequently asked questions.

* Resolving issues.

* Providing self-help resources.

IT Help Desk Software offered by service providers today helps in managing requests submitted through an easy process that comprises two service teams, namely Service Desk and Level One Support. This pre-defined procedure can be improved and personalized according to business needs and objectives of service request management workflow of the service provider. The software also supports multiple Helpdesk processes, and enables in the deployment of various workflows even within a single Helpdesk interface. The IT Help Desk Software has a task-based process engine that enables numerous parallel tasks to be assigned by persons that are full time associated with the same help desk ticket. Most Help Desk Management solutions have in an inbuilt computation capacity which makes Service Level Agreement (SLA) calculations easy and automatic. Hence, if you wish to manage a larger site, the help desk software is a must. It helps in saving time, money and effort tracking.

Wednesday, November 7, 2012

Importance of Subversion Integration

SVN integration also known as sub-version integration helps you to perform troubleshooting, performance tuning, quick fixes and prototyping without any external devices. Simultaneously, it also helps to maintain the source code control. In a project that is driven by a single developer or in small, agile teams where an entire project set up is too expensive or possible, but there is a need to maintain the code changes under version control, there subversion integration tools offers easier options to source the code control utilizing external devices and intermediate, working copy that are manually managed in the file system.

Key Benefits of Subversion Integration

The main advantages of subversion integration are as follows:

* Enables in tracking code units with respect to other artifacts such as Defects and Change Requests

* Helps to avail certain versions or the upgraded versions of code units from other devices

* Results in cross-tool visibility, traceability and process automation

Multiple Uses of SVN Integration

Today leading service providers in Application Lifecycle Management tools have come up with SVN integration tools that help a developer to check out existing content application from SVN into content in his personal development repository. The developer can also carry out basic development agendas and then assess the changes locally. Furthermore, the developer checks the altered content back to the SVN repository.

The focus on easier usage has led to selected design decisions that are essential to have a clear understanding prior to using SVN integration:

The single/local user content repository

The integration has been clearly designed to function with a local content repository that in turn is used by a single developer. Various users that connect to the same content repository instance and are using the SVN integration on that very content is not assisted.

Inherent SVN operations

Selected SVN operations are conducted implicitly, for instance the nodes that are added to the content tree under a source control is added automatically as well as committed to SVN when checking in.

The SVN status on nodes

The SVN integration is dependent on “many-to-one” mapping between node. This in-between representation, is further dependent on the files and folders and are then synchronized on a one-to-one basis using Subversion. The SVN status is also displayed for individual repository nodes, and are mapped from "real" SVN status for instance the content.xml that represents many potential nodes.

Wednesday, February 22, 2012

Rendering Promising Performances with the IT Help Desk Software

The purpose of the IT help desk software is to facilitate customers to submit requests and report incidents. It helps the customers to communicate with the IT administrators for finding resolutions. The software should provide automated processes that help in identifying the issues and finding the resolutions accurately without any delays. It should help the customers to submit tickets without any complications and forward the tickets with the updated status to the IT administrators for resolving the issues effectively without any possibilities of recurrence.

The IT help desk software should have the capability to support multiple processes and facilitate the execution of several workflows within a single interface. A flexible IT help desk process facilitates the designers to make changes promptly without any issues. It facilitates the execution of multiple tasks that are all related to one particular ticket. It should provide the facility of calculating and estimating the service level agreements easily and automatically. It should provide a dashboard for viewing the performance of the helpdesk in real-time. It should provide solutions that can easily integrate with the other processes and help in building an efficient and productive management process.

The development of ideal IT help desk software is dependent on the application lifecycle management platform that is responsible for the entire development cycle with enhanced collaboration and traceability capabilities. The ALM process has to capture the requirements of your business accurately and track the progress of the entire process. It should provide real-time updates so that critical business decisions can be implemented and changes can be adopted without any hassles.

The application lifecycle management process should deploy responsible test management practices such as maintaining the inventory of test items, planning on how, why, where and when to perform tests, running the tests, analyzing the reporting the test results, measuring and tracking the quality of the end product. The application lifecycle management process also includes tools for issues management and risk management. It ensures that all issues are captured efficiently, tracked, prioritized and effectively resolved. Similarly it monitors and assesses the risks to understand their impacts.

The application lifecycle management process plans the deployment of the software with the help of a competent release management process. It designs and deploys processes for distribution and installation of changes to IT systems. It provides a secured operations environment free from any disturbances or interferences. It provides proficient project management capabilities with integrated, automated and customized solutions for the development of deserving IT help desk software.