Recently, John, an IT help desk manager, has been noticing a steep increase in IT expenses and, needless to say, is under tremendous pressure to bring them down. All that his team does all day is solve tickets, so he thinks reducing the “cost per ticket” could be a good starting point. To help John in his mission, we decided to tell him a little about this metric and what he could do to achieve a leaner IT help desk. Why cost per ticket? IT support is considered a cost center in most organizations and usually the first to get a budget cut during a financial downturn. Therefore, IT support must remain efficient even when IT spending is reduced. Cost per ticket is one key metric that helps the IT support analyze their efficiency in handling tickets within a given budget
Automating Privileged Group Modifications in Active Directory
Every single administrator and auditor I know is concerned about privileged groups in Active Directory being changed incorrectly.
Tips to consolidate your data center, IT Management for SMBs, the impact of the Internet of Things, and more
Is the password on its way out?
The DNA Of The Service Desk – From Customers To Strategy
You Can Learn More About the ManageEngine Product Line By Going to manageengine.optrics.com The original article/video can be found at The DNA Of The Service Desk – From Customers To Strategy
Will the Real SaaS IT Help Desk Leader Please Stand Up?
Not everyone can be a leader In real life, the legacy you leave behind is the life you’ve led. As leaders in the ITSM space, we ask ourselves one question when we hold up the mirror
IT Security: The New Target for CEO Performance
As Gregg Steinhafel steps down as chairman and CEO of Target , we’re witnessing more than just an act of contrition for one of the largest and most costly data breaches — ever. We’re witnessing the evolution of data breaches, and IT security in general, as a corner office concern.
A Leading Indian Cement Company Adopts Desktop Central, Improves Desktop Operational Efficiency by 60 percent
Here’s a case study that talks about how Desktop Central made all the difference to a leading Indian cement company. We’ll discuss in detail how the company improved its desktop management operations and managed a diverse array of devices and simplified the work of the system administrators
Fully Controlled and Closely Monitored Remote Access, a Critical Aspect of DCIM
Without proper data center remote access management, administrators invite security issues and waste time. With more organizations adopting cloud computing and virtualization, data center operations have been proliferating across the globe. This trend creates multiple challenges for data center administrators in IT organizations
Zero-day vulnerability highlights the perils of using an EOLed platform
Even before the dust from the Heartbleed bug could settle, another security bug has already rocked the Internet. Microsoft has acknowledged the vulnerability in Internet Explorer (IE) that could allow remote code execution (RCE) of PCs using the company’s browser.
Guest Blog : No Such Thing as a Free Lunch?
This is a guest post by Kirstie Magowan. At least that is what my grandmother always told me…I think I heard a collective gasp around the IT Service Management industry when ManageEngine announced earlier this month that the basic version of their ITSM solution – ServiceDesk Plus – would now be offered free, with no licensing restrictions to current and future customers…so is this the ITSM version of a free lunch, or just a clever marketing strategy? free-lunch My first thought was “OK, what’s the catch?” ManageEngine is in the ITSM game for profit, not philanthropy, so obviously they are viewing this as a way to increase their market share and upsell this offering to higher value products, we have to assume that they are not doing this out of the goodness of their hearts! How free is ‘free’?