ManageEngine announced a managed services edition of their help desk software – ServiceDesk Plus. The new release is a complete web-based integrated package, including incident and service request management, self-service portal, knowledge base, IT asset management, even purchase and contract management. The new software is available in either a Standard Edition, providing the full range of basic help desk management functions, with a knowledge base and self service portal; or Professional Edition, which includes all the features found in the Standard Edition plus complete asset management.
Managed services allow organizations outsource …

This is interesting. I just made my post yesterday about Social Networking and the help desk and I hear about a vendor who has integrated some sort of social media into a help desk software product. In this case, ManageEngine integrated Twitter with the customer help desk software.
A little background first. When customers feel satisfied or frustrated, they generally vent out their feelings and opinions by calling support or emailing them. If they don’t get any response, they blog about their experiences. With Twitter, it just became easier. 140 characters …

When talking about the advantages of the SaaS Service Desk, vendors often (appropriately) focus on Return on Investment, through the elimination of the infrastructure and maintenance costs associated with the service desk.  However, this neglects one of the most powerful selling points of the SaaS approach when applied to the Service Desk; specifically that it supports our mobile, distributed workforce much more effectively than the traditional approach.
First, let’s understand when we’re talking about the Mobile Workforce, we’re really talking about two different …