I have been working with our Web Help Desk team the past couple of months, so I have learned a lot about Service Management. The first thing that strikes me is how much easier it is to implement and use compared to the NOC builds I used to do in the 90"s. The typical ticketing system back then was a client/server application running on a proprietary database. Not only were these systems a nightmare to install, we would also have to train a DBA and the help desk team before anyone could use it. The installation, configuration and testing was about a two week process, performed by me, the NOC Consultant.
What was my experience this time around? A lot of things have changed for the better, here is this list!
That's when it hit me! It really felt like a spider web trying to get those old systems humming. It wasn't the nice, concentric type of web, more the spider on crack CIA experiment web.
On November 15 at 11:00 AM CTS Manish Chacko and I will be hosting a live Webinar feature Web Help Desk Solutions to Difficult Service Management Issues. This will be a one hour deep dive into the flexibility and ease-of-use built into Web Held Desk. Look for an invitation for this event soon!