Entry Software | Project Management and Service Desk Blog

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

What to do when projects collide...

Posted by Mark Donais

Dec 16, 2015 12:54:19 PM

As project managers, often we are juggling 3, 4 maybe even 5 or more projects at one time.  You know that overwhelmed somewhat sinking, scary feeling, right?  It can be fun and it certainly makes the days go fast, but it can also be a little too much chaos when two of your projects are in the middle of labor intensive phases at the same time or going through issues in parallel. 

Since you can't  be cloned...yet...how do you handle this type of situation without losing your sanity and complete control of one or both projects in question?  Do you prioritize one project over the other?  What if that isn't possible – especially without potentially upsetting one of your important project customers?  For me, I look at three options.  Usually one will work – the third one on the list being the least desirable because of it's potential affect on the customer and their confidence level.  Let's consider these three and feel free to comment and discuss at the end.

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Topics: projects collide, muliple projects, prioritize projects

How to Make Every Project Negotiation a Win

Posted by Mark Donais

Dec 4, 2015 1:04:39 PM

Whether you know it or not, negotiation on the project just simply goes with the territory.  If you are a project manager you probably don't even realize how often you are negotiating for something to help your engagement along or to keep the customer happy or to get the right team member added for an upcoming project task.  It happens more often than we realize.  And if you aren't already a good negotiator, you better work on getting there because some type of negotiation is required of the project manager and possibly even some of the project team members on nearly every single project.

negotiation_win.jpg


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Topics: Project manager communication, project negotiation

Survey Examines Issues Related to IT Resource Management Planning

Research reveals issues and challenges IT organizations are faced with regarding the management of projects, customer service and team resources. This “intelligence” is the basis of our FREE REPORT.

Download Report ›

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