HDI Announces the 2009 Annual Practices & Salary Report, Presents an Overall Look at the State of the IT Support Industry

HDI, the world’s largest membership association for help desk and IT service and support professionals and the premier certification body for the industry, today announced the 2009 Annual Practices & Salary Report, a comprehensive study that presents an overall look at the state of the IT support industry. The report shows that the technical support industry is working hard to maintain its commitment to the service and support of end-users …

I teach the ITIL V3 Foundations Course at least monthly, and without fail a student will ask me a question like “So… How exactly do I set up the incident management process in my help desk system?” at which point I have a discussion with the class about the difference between process and workflow.
This is part 1 of a three part series discussing how to “Bridge the Gap” between Service Desks, IT Processes, and Workflow.  In Part 1, I will describe the role IT …

So finally one of the Big 4 – BMC Software has taken their service desk offering to the cloud. BMC Software announced this strategic alliance at Dreamforce 2009, Salesforce.com’s premier cloud-computing event. This new alliance will help BMC put its IT management solutions on the Force.com platform.
Not Remedy
BMC is planning to put the Service Desk Express application on Force.com and will deliver cloud-enabled service desk, self-service and inventory management capabilities.
BMC mentioned that it is currently scheduled to be available in the second quarter of calendar year 2010. This is interesting …

AUSTIN, Texas – (Business Wire) Spiceworks™, Inc. released a new plug-in for its free social IT management software application, which enables IT professionals to automatically regulate the power consumption of networked computers. The downloadable Power Manager plug-in – developed in cooperation with Intel Corporation – is designed to link everyday network and systems management tasks with green IT initiatives. Spiceworks estimates that if half its 800,000 users worldwide deploy the new power management plug-in, they could save more than $500 million in annual electricity costs and eliminate 3 million tons …

We are closer to 2010 and the recession seems to have slowed down. But everyone is careful. Companies are still trying to keep costs low. Every expense needs to be justified. And that affects the IT department too. Technology is used to keep those costs down. The IT department needs to make the right choices in getting efficient technologies that will reduce the cost of IT.
Apart from the help desk that is implemented to keep track of requests, there are tools out there that can help the IT manager reduce …