From : Communities>>Ask Your Network
​I am looking to start reporting on trends from calls the Service Desk receives from an upgrade/maintenance on hardware, software upgrades/pushes, etc. and wanted to ask how you are reporting on these tickets.  Currently, I am having to manually look for trends from the calls received and tickets created.  Is there a way to automatically report a trend from a ticket?  I don't want the potential area to have to go through all the tickets received in order to determine what trends happened from the [More]

From : Communities>>Ask Your Network
Many thanks Pierre. The review from laptopmag.com provides insight for decision making. Although it shows Lenovo as number 1, it also shows that Dell has the best support which is a key criteria for evaluation, as 'responsiveness' is one of the critical success factors for achieving my desired strategic mission/objectives. Will look through the others. Regards ------------------------------ Olufemi Onabowale Senior Manager IT Service Desk and Support IHS Towers Lagos ---------------------------- [More]

From : Communities>>Ask Your Network
Hi Charles And there is the nail on the head > I may have to have a talk with them so they know that I am noticing it- I may have to have a talk with them so they know that I am noticing it It's the concept of "shot across the bow" and a great thing to bring up during O3's (One-on-One's), manager-tools.com has some great podcasts and tools on O3's. "shot across the bow and O3's" being two great topics. Both have saved me tons of time and headache in the long run and have helped to improve the performance [More]