As an ITIL-aligned, ITSM system, the emergency services were impressed with our flexible approach in fulfilling their needs, our cost-effective high quality solution and top support. It’s critical for each service to keep up with technology, given the thousands of technical incidents being handled every year. Having a best-in-class IT Service Management tool is imperative to the successful running of their systems.

Ryan Ogilvie is an expert in the IT service management space. Ryan has been working in the industry since 2006 and has been recognised by HDI as a top 25 thought leader. With a passion for sharing knowledge, he aims to help businesses leverage service management best practices. The opportunity arose for Ryan to independently review HaloITSM and knowing his expertise, we were excited to see his thoughts. Now available, we have published Ryan’s review below.

We are always listening to your suggestions and feedback and we are known for our flexibility and responsiveness. You always give us great ideas on how we can improve and what features would benefit you. So we wanted to get you up to speed on a bunch of new features that will make your life easier. From integrations to the service catalogue, we’re making sure everything you need is all in one place.

Think of an example of poor customer service you have received recently. You may have shared the experience with a friend or colleague as a warning or funny story, who may have passed this on to another in turn. This “Chinese Whispers” effect is dangerous, as word-of-mouth marketing remains a cornerstone of lead generation for many organisations.

We’re really excited to announce we are changing our name to HaloITSM. We have had many (over 25!) years of exciting growth as NetHelpDesk, however our product has evolved and our team has expanded. We have grown far beyond a help desk, we now provide a system with serious power and functionality. As a result, we knew it was time to express this growth with a new name and product identity.

A Knowledge Base, sometimes abbreviated to ‘KB’, is a core tenant of a successful service desk operation. This is a quick guide on the basics of Knowledge Base functionality, and how to integrate it’s features into your support desk team.