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Service Catalogs as a Solution

Service Catalog

A service catalog is an electronic list of products and services made available to all divisions within a company as well as the company's clients. John Sundberg, author of the article "Technology of Business Alignment: Leveraging Service Catalogs Throughout Enterprise," makes the analogy that a service catalog is similar to a company's personalized, since it is a web-based interface that allows employees to "shop" for and request services. Once the "order" is placed, the service requested is monitored in real-time until the service is complete.

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The Giva Challenge: Giva Customers are Talking! Dataram


With the advent of new technology comes the heavy responsibility of providing customer support and bandwidth to keep ahead of the dynamic growth of that technology. And even nano-second delays count in this day and age. Enter Dataram, a leading independent manufacturer of memory products and provider of performance solutions guaranteeing the performance of their products. Over the course of several decades, Dataram has developed premier memory, storage and software solutions to support its ever growing database of customers.

Dataram hit a bump in the road to continued success when preparing to launch RAMdisk, a new high volume software product.

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Top 10 Reasons to Purchase a Cloud Based Application vs. Building In House

Benefits of Cloud Based Applications

Here are the top 10 reasons to purchase a cloud-based application vs. building them in-house:

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Designing Help Desk Metrics: Balancing Handle Time & Call Resolution

Help Desk Metrics

Today, service desks are facing increased demand due to more end-user usage of complex software. Improving the performance of help desks requires solving problems quickly and efficiently.

However, many firms question what they should prioritize when changing their help desks. Should the firm prioritize cost cutting or customer satisfaction? Between changing handle time and abandonment rates, which decision will prove to be more valuable? At first glance, it might seem impossible to find a solution that solves multiple issues instead of merely changing priorities.

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Top 5 Issues Facing Hospital CIOs Today

Technology Challenges for Healthcare/Hospital CIOs

Technology, such as cloud computing, is becoming increasingly attractive in the healthcare management industry. Hospital CIOs, however, now face the difficult task of optimizing new technology while still maintaining the healthcare industry's ethical standards. Here are the top five challenges faced by Hospital CIOs in implementing new technology:

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Knowledge Management: Saving Time and Help Desk Resources

Knowledge Management Saves Time & Money

Most of us can relate to a time when we couldn't find the information we needed in a timely manner. Perhaps it related to fixing a broken printer, or more seriously, answering a client's question that could make or break a deal. Either way, valuable time and resources are spent trying to resolve work-related issues. Resolving these issues is usually the charge of the help desk personnel, but when every issue is directed their way, the burden on these employees may become quite overwhelming.

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3 Steps for Integrating People and Technology

Integrating People & Technology

Unlike the plot of many sci-fi movies, the human race has yet to be dominated by artificial intelligence. And since we are not living in the world of I, Robot or The Matrix, we still need smart individuals to work alongside the technology we use. Neither can achieve maximum efficiency without the other.

Integrating people and technology is a critical step in constructing efficient collaboration within a business. A lack of integration might hold any business back from achieving its maximum potential growth.

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The Rise of IT Asset Management

Asset Management Software Systems

At first glance, "inventory" might appear to be yet another item on a company's balance sheet. However, as most businesses know, the importance of tracking inventory cannot be understated. In an economy that constantly demands efficiency, it is becoming increasingly common for businesses to adopt Information Technology Asset Management (ITAM). Although managing the life cycles of inventory can be incredibly complicated, ITAM offers clients real-time monitoring of all assets, which enables businesses to significantly lower the risk of asset loss.

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4 Characteristics of Successful IT Help Desks in Higher Education

University/College IT Help Desk Support

Colleges present different challenges for IT help desks than businesses. For starters, they have different customers and different hours. Students are extremely tech savvy, much more so than the average working adult, and possess high expectations not only for the technology available to them, but also for support.

In addition, students often use their own technology and work away from a physical campus. Unlike in a traditional business setting, in which employees mainly work on the company's devices, IT help desks must contend with compatibility issues more often.

Given these distinctions, it is not particularly surprising that a successful help desk for an institution of higher learning is fundamentally different from that of a business.

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The Importance of Customer Intelligence

Reports for Intelligent Business Decisions

More than ever, businesses are analyzing market data in an attempt to better understand consumers' buying habits. However, data is often outdated by the time it reaches businesses, or the information is too broad and generalizing to draw any real conclusions. Analyzing market data is analogous to "looking in a rear view mirror," according to the authors of "Customer Intelligence: Connecting the Dots for Service Insight," who emphasize the importance of customer intelligence in anticipating consumer needs.

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