Entry Software | Project Management and Service Desk Blog

Help Desk Software Strategy Development

Posted by John McDonald

Sep 9, 2016 5:23:00 AM

Developing a help desk strategy is the first step to formalizing your help desk and implementing ITIL. The process you need to execute to improve your IT help desk strategy is:

  1. Develop your strategy. To develop your strategy, you will gather the information you need to write the strategy. Data required includes writing up your services, defining your markets and writing up your offering.
  2. Map your strategy processes. There are three strategy processes that you will develop. These are your financial management, service portfolio, and demand management processes.
  3. Write your strategy. With your information to hand and your processes mapped you can then put together a strategy that reflects the reality of your organization.
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Topics: Help Desk

Help Desk Customer Satisfaction Survey Best Practice

Posted by John McDonald

Sep 9, 2016 4:05:00 AM

Your IT survey process and its success is the cornerstone of continual improvement for your team, services, and customer satisfaction.

All members of the IT service and management team needs feedback on service satisfaction from clients. Ideally integrated with your help desk software, send a survey request upon the completion of every service; do this automatically or manually. In the absence of feedback, how will you know which personnel or service requires attention? Think of your survey as the data feed of your IT Service Scoreboard.

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Topics: Customer Service, Client Management

The Difference Between Help Desk and Service Desk (part 2)

Posted by Mark Donais

Aug 9, 2016 2:00:00 PM

What is the difference between Service Desk and Help Desk? 

In my first posting on this topic, (The Difference Between Help Desk and Service Desk (part 1)), we examined what a Service Desk is. In this post, we'll review the Help Desk and how it is different than Service Desk.

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Topics: Help Desk, service desk

Five warning signs an IT project is going to fail

Posted by Mark Donais

Aug 5, 2016 3:26:20 PM

All the recent talk about the Titanic got me thinking about the similarities of being involved in projects that we know have hit the metaphoric “iceberg” and are now slowly sinking and falling apart around you. What signs could we have looked for to help ensure the success of the project, rather than everyone going down with it?

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Topics: Never ending project, project management engagement

The Difference Between Help Desk and Service Desk (part 1)

Posted by Mark Donais

Aug 5, 2016 11:44:46 AM

What is the difference between Service Desk and Help Desk?

Are these terms interchangeable? Knowing the difference, as you search for your next solution, could save you time, money and improve success. In this article, I’ll clarify the main objective of a help desk and service desk, and I’ll list the primary differences between them.

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Topics: Help Desk, service desk

7 Steps to Gain Resource Clarity in Project Management and Help Desk

Posted by Mark Donais

Jul 18, 2016 4:30:00 AM


When planning resources for your IT organization there can never be too much clarity.  Who’s available and, what skills do they have are two resource based questions but what about other points of clarification?
  • Do they fit culturally?
  • Are they using the systems operationally that you use to manage the team?
  • Are they working from prioritized lists?
  • Is their external and internal communications  in line with corporate minimums?
  • Are customers able to easily access the service they require?
  • Have your customers been trained to utilize service effectively?

You may want to develop a software strategy (see: Help Desk Software Strategy Development)

Here are seven steps that you can take that will help you to provide clarity to both your resources and to your customers.

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Topics: project management, Help Desk

Using a Ticketing System for Facilities Work Order Management

Posted by Mark Donais

Jul 12, 2016 11:53:24 AM

Have you considered using a ticketing system for your facility work order management? Many organizations are opening up the scope of what a work order management system means to them.

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Topics: ticketing system, work order management

Six Ways to Strengthen your IT Organization

Posted by Mark Donais

Jun 3, 2016 12:07:44 PM

How does the organization view the IT team and IT Management in your business?  Do they see IT as an effective group of individuals who are dedicated to highly professional, timely service?  Do they see IT as a less than stellar group of amateurs who over promise and under-deliver?

A highly qualified IT team with bad organization can be incredibly ineffective and conversely, a mediocre, highly organized team can also be incredibly ineffective. To be great the IT team has to be strong across these six areas of IT strength. (download infographic)

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Topics: Customer Service, IT Work Management, IT Managers

Improve Incident Management to Gain Respect Across Your Organization

Posted by Mark Donais

Jun 3, 2016 12:06:19 PM

Customers often don’t understand all that goes into incident and request management. On their end, they submit a problem and wait for it to be resolved. However, in the IT department, processes that are either complex or simple, automated or manual, get triggered and the incident management processes start, with or without customer communication.

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Topics: project management, Help Desk

Don’t be fooled by hours remaining based on task percent complete

Posted by Mark Donais

May 17, 2016 2:49:53 PM

Task and Project percent complete can be very subjective and rarely provide an accurate picture of how much work is actually remaining if you ask the question “what percent complete is this task”?  It’s like asking my teenager “how much homework do you have left”?

90_percent_complete.jpg

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Topics: project management, project clarification, Capacity Planning, Project manager communication