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Contents

Configuration & Usage

Criticality and Impact Analysis
Customer Contracts and Billing
Effective use of Quick Calls
Getting the most out of Surveys
Localization
Note Time and Time Tracking in LiveTime
Public Holidays and SLAs
RFC Approvers and Change Management
Surveying Customer Sentiment
Technician Scheduling and Availability

Reflections

Choosing Help Desk and Service Desk Software
Enterprise Software and Scripting Languages
The Hidden Costs of ITIL Service Management
Price negotiations in action
Quality and Release Cycles
SaaS based Service Management
Service Desk Success
Solutions instead of Features
Web based versus Web enabled
Virtualizing ITIL Service Management

Integration

Asset Management Integration Engine (AMIE) – Part 1
Asset Management Integration Engine (AMIE) – Part 2
Email Request Management
LDAP and Role based permissions
Session Management using Web Services
Single Sign On (SSO) customization
Single Signon and SAML
Web Services and ITIL Service Management
ZENworks Configuration Management

Process Improvement

From Help Desk to ITIL Service Desk
Harnessing Intellectual Capital
Improving Service with a Federated CMDB
Integrated Process Design
Request Fulfillment and LiveTime
Service Portfolio Management (SPM) and LiveTime

Technology

Cross Browser Compatibility
Geo Location Cloud Service
High Availability and Clustering
Multi-tenancy for Service providers

Recent Posts

From Help Desk to ITIL Service Desk
LiveTime Single Sign-on (SSO) and SAML
Localization of LiveTime Service Management
Asset Management Integration Engine (AMIE) – Part 2
Asset Management Integration Engine (AMIE) – Part 1

Archives

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Labs (14)
News (21)
Newsletter (16)

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