Help Desk Software

What is BT “Business Technology”?

21 de December de 2012 in Blog

I.T. is Information Technology, T.K. is Technology Knowledge: referred to when the information is handled and studied to generate knowledge.

Then B.T. is a Business Technology: A New Era! Some companies are already migrating practices for this level, which is using the technology knowledge to support the business, technology totally focused on the “core business” of the company, making interface with not only the user, but with the business of the company, analyzing and verifying the information which becomes knowledge for increased sales and improvement in all processes with a focus on sales, thereby generating greater value to the Technology.

It’s important that the IT manager knows each level and does a self-analysis, to know where the company fits among the levels cited, and its management is in agreement. Doing also a Benchmarking analysis among the colleagues, preferably in the same segment, it helps in the evaluation, including whether it is time for a change, since BT is already a reality in many companies, causing the manager to reflect on their skills, as at this level the manager needs to be with his interpersonal skills sharpened, and the teamwork and business acumen, which is an analysis of the technology against the competitors and the market.

The IT Indicators

19 de December de 2012 in Blog, Productivity, Satisfaction

Not taking measurements and indicators not only postpones problems, but gives us a false sense of what is happening. We have four reasons to monitor and measure what is done in the corporate world. They are: Validate Justify, Target and Intervene. This is one of the guidelines that are part of the library of best practices called ITIL (Information Technology Infrastructure Library). This process helps measure the very process of defining goals and objectives, being operational, tactical or strategic.

Measuring what? For example, an indicator of the financial situation of the subareas of IT or the IT field as a whole, indicator of the status of employee satisfaction with the company, the atmosphere in the workplace, etc..

Defining what? The frequency measurement indicator, setting targets to improve the indicator, the time to validate the indicator to allow time to make a preventive intervention, the process of verifying the effectiveness of the indicators, the definition of other sources of comparison that will be used.

Have a list of services that are provided, even including services that are not normally in an informal list. As is the case of services for solving questions of users concerning the use of systems or infrastructure, etc… It is therefore very important to have documented the complete service catalog provided by the IT. This brings a vision that helps a lot in the management of the area as a whole, and the service catalog is the list of important documents in the certification process.

Having the list, choose what priority or start by what is easiest to measure because having a low cost and not wasting effort, already helps to show that the information will help more than hinder. Do not worry at first with the tool but with what to measure and how to measure. After validating whether you need a tool, or first make a simple follow ups on a worksheet in Excel, no longer gives a better sense of what really needs to be automated and prioritized to be accompanied.

Some indicators that are widely used such as: satisfaction regarding attendance, number of types of service performed, number of visits made outside the time limit set, the amount of incidents that are pending from one week to another or from a month to another, more common types of incidents, amount of change in output per week amount of incidents generated by these changes, etc. Or budgeted vs. actual value of IT expenses, amount of resources x amount of calls, amounts of deliveries in the month, the average cost of projects, indicator of assertiveness term projects, amount of changes in scope of projects, etc..

Source: IT Experts

Learn to delegate!

18 de December de 2012 in Blog, Productivity

With constant updating and modernization of management processes, new Management techniques emerge and other techniques are improved every day.

To pass any activity to someone, we first must have knowledge about the subject and know the possible scenarios which are still pending, such as risks. While we don’t have control, we cannot under any circumstances want someone to come do the work because there isn’t enough maturity and knowledge.

How to solve this? Training leaders with a focus on people, management and self-knowledge. When the “manager” knows in detail his/her work, customer needs and has strategic alignment with the company, the manager is ready for the second big step in his career: know your weaknesses, your qualities and how much you can and should collaborate with your team to meet your goals. If you look at a chart, a good leader stands at the bottom and not the top. It is a reference to the team, knows everything, knows and answers everything, has charisma and trust of his/her’s subordinates, leaders, and network.

The obvious problem solving

14 de December de 2012 in Blog, How to, Productivity

When facing problems start with the obvious, even if it looks like an amateurish attitude. Imagine that the user opens an incident saying they have no access to the internet and much less to systems and shared networks, it reports a problem with the network drive, the technician cannot, without first analyzing the situation, remove and reinstall drive, start begin with the obvious, “Is the network cable connected?.

This situation occurs in many professions, the professional’s obligation is to provide an conducive environment to work and if troubleshooting is required, apply it in the most objective manner possible, analyzing the situation and starting with the obvious, thus avoiding ‘circumventing ‘ the problem with complex and sometimes  ineffective solutions.

A ‘troubleshooter’ should be trained to offer the best solutions to problems, but often not even a trained professional is able to quickly solve certain challenges that arise, so it is important to have parsimony to analyze the situation and always start with the obvious.

Reference: Gestão em TI

10 priorities for IT leaders in 2013

12 de December de 2012 in Blog, Productivity

On the agenda of CIOs, ten points will catch the attention in the area of ​​Information Technology. Take a look:

10. “The means is the message.” Philosopher Marshall McLuhan’s quote still resonates in our world full of TVs, desktops, tablets and smartphones. How can you optimize the user environment to improve business’ messages?

9. “The whole software will look at the world as like Facebook.” This is the observation from the CEO of, Mark Benioff. He predicts a world where software is self-explanatory. How does this change the role of the CIO?

8. “Accumulating data about you is not just a weird hobby of corporations, but a business model. You are your product.” This quote is from U.S. Senator Al Franken, who talks about how Big Data has potential to generate great opportunities for the industry. What are the implications for business?

7. “Simplicity is the ultimate sophistication.” This saying from Leonardo da Vinci reminds us that the era of IT complexity must end. What legacy will you retire this year?

6. “The whole is greater than the sum of its parts.” Aristotle was not planning on mobile devices or cloud, but his aphorism also applies to technology. How will you integrate these tools to create business opportunities?

5. “It’s technology married with liberal arts, married with the humanities that makes our hearts sing.” Steve Jobs reiterated the importance of the item design. Where can the CIO apply a good design to do a good job?

4. “Resistance to change is often just a lack of clarity.” The author of the business book, Dan Heath, was correct. How can you explain the mission of the IT troops?

3. “Never mistake activity for achievement.” The basketball coach John Wooden touched on an important point: Are you working hard without adding value to the business?

2. “The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.” The futurist Alvin Toffler saw the value of lifelong learning. What you will learn again this year?

1. “You better start swimming or you’ll sink like a stone, for the times are changing.” Bob Dylan probably does not know much about CIOs, but we do. Is there any C-level executive willing to change? Remember: always do a good work!

via ComputerWorld

Relationships are the main challengse for the IT Managers

07 de December de 2012 in Blog, How to

A good professional constantly grows in experience and learning, so the MBA’s, specializations, certifications, courses, seminars, and workshops are important, although all these are distinct.

But a successful project manager must go beyond diplomas and certificates, he needs be an expert in field practices and general knowledge – knowledge in project management, performance management, and has attributes such as leadership, pro-activity, personality, attitude, communication skills, etc.. – Interpersonal skills.

According to Cleland and Ireland (2001) the competence of a project manager is in the balance between knowledge (K), skill (S) and attitude (A). It is a well-known formula: K = A + S + Other Skills

People are the key to success for a project manager. For all technical qualification may be obscured if the manager run into a conflict of interest, for example, between two functional managers or between client and sponsor, and does not deal with it. It´s more than looking at spreadsheets and software, schedules, costs, etc., it´s looking at the people. Know your team, know your sponsor, and get to know your customers. Learn to take advantage of differences and the results will be amazing.

The good news is that it is easy to practice developing these skills. Beginning especially at home with the family, with neighbors in the building and with friends and colleagues, for it’s the practice of good relationships that help develop the career of a project manager!

5 tips to avoid making mistakes in IT

05 de December de 2012 in Blog, Productivity

Below are 5 tips to avoid making mistakes in IT

1. Have a professional dedicated to monitoring:

The monitoring needs to be done by those who understand and know what to do to fix the problem and avoid losses. Or if you have a dedicated and experienced team or hire service of a specialized company.

2. Learn which KPIs are most important to the business:

Work calmly. There is no need to monitor all the outsets at the same time. Start by identifying what is most important to the company’s business, and thus, the alignment of IT to the business happens naturally. After dominating the first situation, it is easier to increase the actions and the items monitored. Seek to know which are the biggest pains of the company, start it, and treat it. Then identify what follows on.

3. Choose the tool after defining the processes:

Tool + Knowledge = solution.

The tool alone does not solve all problems. So to do well, you have to know where to use it, even though it is one of the best tools available on the market. Make it be managed well, for it defines who will analyze the reports and what will be done when a warning signal sounds.

The process of IT management is continuous and never ends. Technology is always changing, and there are always new pains that must be addressed. Do not put a team on the field without a tactic: Data analysis should be done by dedicated managers, and not without professional and shared experience.

There is no use in having a more expensive tool, if no one knows how to configure it, or if it lacks the necessary flexibility for the company. It is essential to evaluate all this before purchase.

4. Learn about your TCO (Total Cost of Ownership) and ROI:

Head count (human resources) usually makes up the largest expense of such a project. If the company has already set the ideal tool, must also have appropriate professional to handle it.

ROI: knowing the value of the damage in time for a fall or crash is the primary means of obtaining the return on investment made by the staff and tools.

5. Appreciate the work of IT: Do the “personal marketing” of IT and always disclose positive data related to day-to-day based on statistics.

Providing dashboards / control panels with data system availability or the internet, for example, for the user, decreases the number of requests

There is a lack of minimum indicators that measure the performance of IT devices and items. Currently the technology makes it possible to send alerts by phone, email or otherwise make available via the company intranet access, for example.

Customers expect much more than individual solutions!

03 de December de 2012 in Blog, Productivity

New Studies by Cone Communication and Echo Research has suggested that customers expect much more from companies. That is, your business should be focused not only on solving the day-to-day routine problems, but how they are linked to a cause. Solve the questions of your customers the fastest way possible, so everyone can enjoy a productive time in the company.

Customer 3.0

23 de November de 2012 in Blog, How to

Technological developments takes on many changes in social behavior and these changes are happening rapidly. But those who deal with the public must be prepared to understand the changes and foresee them. Right now, consumers are defined as 3.0 and companies need to be ready to relate to your audience within your environment, which are social networks.

There was the on-site service, then via online services. We’re in a third generation, which is the union of all previous ways of contact, social networking and more. Companies need to offer phone support (which is a legal obligation in the case of Customer Service Centers).

Contact centers have been following this evolution and must be prepared to offer support to firms in contact 3.0. Vocalcom data show that 3% to 5% of the companies relate to their customers through social networks. This number is very low, especially if we consider that the changes happen faster and faster.

At least 1.5 billion people are on social networks around the world and according to comScore, another interesting data is that 30% of consumers are influenced by social networks. With that said, they deserve attention.

5 tips to optimize results

21 de November de 2012 in Blog, Productivity

1. Delete all messages that contain routing to operators, voice mail, fax and bad audio, in addition to filtering busy signals, failed calls and calls that do not meet. Thus, it takes you to the only binding agent production, optimizing staff time;

2. Always choose someone that fits the amount of calls per AP’s available according to the effectiveness of mailing. That way, you avoid that customers are waiting in line, and if  there isn’t someone to answer it, the connection is dropped;

3. The faster the system detects an umproductive connection, will cost less because operators only charge for calls at the third second;

4. A good platform has online operation monitoring, performance and agent management reporting; integration with leading CRMs; digital recording with remote search by various fields, call accounting and online campaigns;

5. Over time you gain by using efficient systems,  plan the best action strategy for each campaign.

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