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Archives for June 2017

Selecting the Proper Help Desk System for Information Technology IT Departments

June 12, 2017 by Mark Donais


Many organizations struggle with IT support and have difficulty deciding which help desk to select when looking for the software to manage the help desk for their IT department. Organizations have found that they need to improve such things as:

  • Optimization of the help desk resources.
  • Turnaround times for customer support and service requests.
  • Customer and employee satisfaction.
  • Early problem detection.
  • Internal communication within the help desk for IT departments.
  • Ability to manage all the work for the IT professional. [Read more…] about Selecting the Proper Help Desk System for Information Technology IT Departments

Filed Under: Help Desk Software, IT Strategy Tagged With: Help Desk, helpdesk, it support

Tracking time, Service Requests and Project Tasks for Resource Management Insight

June 12, 2017 by Mark Donais

To successfully manage an IT department, it is imperative to understand the anticipated roles of your team, as well as how they actually spend their time between tasks, projects and operational duties.

Many companies have developed piecemeal systems to provide this insight, using multiple tools and systems to keep track of daily tasks, responsibilities and major projects. For example, you may use shared calendars for assignments and due dates, email to manage incident requests, company time sheets for time recording, and spreadsheets to manage major project milestones and tasks.

When Piecing Things Together Isn’t Enough

As organizations grow and new technologies become available, some IT departments have taken management a step further by implementing software tools to help them do their jobs better and more efficiently. Systems that can alleviate some of IT’s common pains include:

  • Time management solutions, like Timefox, let users track time, pull reports on time spent on projects and tasks, set estimates for projects and pull personnel reports.
  • Help desk solutions, such as HEAT, aid in the ticketing process from reception through resolution. Users can accept, assign and manage tickets all in one location.
  • Project management solutions, like Basecamp, allow users to manage multiple projects, to-do lists and milestones across the whole team. In addition, individuals can share files and messages, centralizing communication about assignments.

While each of these systems can be useful on their own, the unique needs of IT departments often require a combination of all three — a solution found in work management software.

With a single interface for time tracking, ticket management and project management, work management software includes all of the features mentioned in the solutions above, without the need for multiple platforms.

Benefits of Increased Insight

The unique toolset included in work management software gives you, the IT manager, one place to look for keen insight into your team’s performance. This enables you to keep projects and tasks on track, better assign workflow and keep your department working together as a cohesive, efficient unit. For example:

  • Know where your employees’ time is going. Are higher-level employees being burdened with menial tasks? Are employees using their time effectively?
  • Keep the right work with the right people based on strengths, experience and availability.
  • Assign tasks, run reports and have clear views of all projects and their statuses.
  • Identify weak links and top performers, and reward those employees whose productivity and efficiency stand out among the crowd.
  • Use knowledge-sharing tools and insight from timesheets to improve overall efficiency.

The key is to choose a system that works best for you and your team. If you’re currently struggling with managerial oversight of your IT department, a time-tracking, ticket-management, project-management or work-management solution may be a worthwhile investment.

IT managers, how do you keep track of your team?

Filed Under: Capacity Planning, Resource Management Tagged With: Resource Management, resource schedule, time tracking

Tips for Successful Project Management

June 12, 2017 by Mark Donais

Successful Project management is a difficult undertaking, often more complex than you might realize before taking on the responsibility. It requires strategic and tactical planning, as well as time, task and team organization and oversight — particularly for complex, long-term projects with many moving parts. [Read more…] about Tips for Successful Project Management

Filed Under: Project Management, Project Management Engagement, Project Manager Communication Tagged With: project manager tips

Learning Lessons on our Projects

June 12, 2017 by Mark Donais

lessons learnedHow many of us actually sit down and conduct lessons learned sessions at the end of our projects? Show of hands? Not many, actually. One survey I conducted of project management professionals indicated that 57% conduct lessons learned sessions on fewer than 10% of their projects. I admit…I’m guilty. I write about it, yet I don’t always do it. Why? I have my reasons. They usually fall into one of these excuse categories:

[Read more…] about Learning Lessons on our Projects

Filed Under: Education, Project Management

Are You Ready to Manage Projects Remotely?

June 12, 2017 by Mark Donais

Remote project manager
Remote project management is awesome

Manage your projects remotely

Your personality, technical skill set, interpersonal skills, and leadership ability among others will play a big part in whether or not you are ready – or even able – to manage projects remotely. In general, I like to consider the following four areas as a key determining factors to assess one’s ability to perform well in a remote project management situation: communication, organization, collaboration, and dedication. Let’s look at each of these further… [Read more…] about Are You Ready to Manage Projects Remotely?

Filed Under: Project Manager Communication Tagged With: remote project manager

Five Ways to Ensure Project Profitability – Part 2

June 12, 2017 by Mark Donais

In Part 1 of this two-part series, we examined the first two of five ways to ensure project profitability: having a spine and knowing your cost of doing business. In this second part, we’ll look at three more ways.
[Read more…] about Five Ways to Ensure Project Profitability – Part 2

Filed Under: Client Management Tagged With: project negotiation

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Founded in 1998, Entry Software Corporation has been leading the industry with service desk and project management software for manufacturing, transportation, healthcare, municipalities, service organizations, and education.

Entry Software Corporation © 1998 to 2022

 

Entry Software Corporation © 1998 to 2023