In the old days when ITSM tools are still not mature, programmers are hired to build soft wares from scratch, with each and every process defined, down to the look and feel of every button in the interface.

CTI – Meaning Computer Telephony Integration is the common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated.

“How sure are you that your cloud servers are secured?”

Where do the majority of your incident tickets come from? I believe most will give the same answer: End user’s PC issues.

I had a customer who came to me, asking me to derive a ROI for implementing Footprints and ITIL.  I really don’t have an answer for that….. This is like asking “come up with a ROI for buying that screwdriver”. Footprints is a tool and ITIL is a framework, both to aid the IT department […]

      I used to work in a IT helpdesk envorinment as a call agent. Job role is to answer calls to assist users in any of their IT related problems. There is only one mission for the team : to resolve user problems.

I had a group of Taiwan friends who came to Singapore and stayed in a hotel. From stepping to the hotel till we got into the room to settle down, I noticed there is traces of ITIL everywhere! Yeah call me a workaholic, but its true!

Some people might think that buying a great tool will solve the ITIL problem, but it is actually only just 1/3 of the problem. To have a successful ITIL implementation, there are 3 main factors: People, Process and Tool.

Reports can be generated from software tools, but why do we need them? Isn’t ticketing just for audit logging and tracking of assignments? Are reports just fancy charts to show the management?

The first task of a Service Desk is “Logging all relevant incident/service request details, allocating categorization and prioritization codes.” (ITIL Service Operation: Service Desk objectives) Now, why do we need a category selection? They help in segregating tickets, assigning to different teams and reports to help in: 1.       Supplier management decisions 2.       Problem management filtering […]