Cris Coffey – BMC Blogs http://www.bmc.com/blogs BMC Software Fri, 20 Oct 2017 15:42:24 +0000 en-US hourly 1 http://blogs.bmc.com/wp-content/uploads/2016/04/bmc_favicon-300x300-150x150.png Cris Coffey – BMC Blogs http://www.bmc.com/blogs 32 32 Help Desk vs Service Desk: What’s The Difference? http://www.bmc.com/blogs/help-desk-vs-service-desk-whats-difference/ http://www.bmc.com/blogs/help-desk-vs-service-desk-whats-difference/#comments Tue, 21 Feb 2017 01:01:05 +0000 http://www.bmc.com/blogs/?p=7914 Help Desk or Service Desk – Semantics or Strategy? What is the difference between a Help Desk and Service Desk? Is it just a matter of semantics and terminology or are these in fact very different and distinct disciplines that impact an organization’s IT approach and strategy? It is an interesting topic that has lots […]]]> http://www.bmc.com/blogs/help-desk-vs-service-desk-whats-difference/feed/ 1 Stop wasting time and money. Automate password resets so you can get more important work done. http://www.bmc.com/blogs/stop-wasting-time-money-automate-password-resets-can-get-important-work-done/ Wed, 02 Nov 2016 05:30:20 +0000 http://www.bmc.com/blogs/?p=9909 This blog is the fifth in a series on best practices for transforming help desk operations at small to medium-size businesses from reactive to proactive. It’s estimated by Forrester Research, that about 20 percent of all support tickets involve passwords. Password resets are simple to do, but their sheer volume makes them a drain on […]]]> Uncommon Knowledge: sharing successful fixes benefits help desk technicians and users http://www.bmc.com/blogs/uncommon-knowledge-sharing-successful-fixes-benefits-help-desk-technicians-users/ Tue, 16 Aug 2016 14:02:09 +0000 http://www.bmc.com/blogs/?p=9655 This blog is the fourth in a series on best practices for transforming help desk operations at small to medium-size businesses from reactive to proactive. So-called “tribal knowledge” or information known only to a group, can work against your help desk organization. If only one or two technicians have learned how to resolve a particular […]]]> Tame Your Help Desk Email Monster With Automation http://www.bmc.com/blogs/tame-help-desk-email-monster-automation/ Tue, 19 Apr 2016 13:45:03 +0000 http://www.bmc.com/blogs/?p=9285 This blog is the third in a series on best practices for transforming help desk operations at small to medium-size businesses from reactive to proactive. Meet “Bob.” He’s the hapless help desk guy in a small or mid-size company who oversees all user requests for assistance. Bob monitors the central help desk mailbox, reviews each […]]]> Help Desk Automation: Top Benefits of Automating Process http://www.bmc.com/blogs/automate-help-desk-processes/ Thu, 03 Mar 2016 01:01:20 +0000 http://www.bmc.com/blogs/?p=9175 This blog is the second in a series on best practices for transforming help desk operations at small to medium-size businesses from reactive to proactive. Many help desk teams at small to medium-size businesses (SMBs) still rely on manual processes for prioritizing and assigning tickets, often leading to delays in handling requests, incomplete documentation, lost […]]]> Help Desk Best Practices to Avoid Fire Drills http://www.bmc.com/blogs/help-desk-best-practices-to-avoid-fire-drills/ Wed, 17 Feb 2016 01:01:14 +0000 http://www.bmc.com/blogs/?p=9117 This blog is the first in a series on best practices for transforming help desk operations at small to mid-size businesses from reactive to proactive. Is your help desk team constantly in crisis mode? Behind the curve, stressed out, and making mistakes? And worst of all, failing to meet expectations of users (for fast resolution) […]]]>