Wednesday, November 7, 2007

Help desk for the agile IT organization of today.

Zendesk is a modern help desk system in a hosted environment.

The help desk is the single-point-of-contact between your end-users and
you as a service provider. With very little effort Zendesk makes it
possible for you to offer a professoinal-grade support service and
capitalize on the valuable user feedback.

Used in an IT deparment the help desk serves as the ERP system of the
IT organization. It encourages and enforces well defined registration
and processing of the data that makes the foundation for resource
usage, -prioritization, and -strategy. The help desk constitutes the
central hub for a company's IT Service Management (ITSM) strategy,
which centers on the customer's perspective of IT's contribution to the

Instant gratification

Get started in minutes and hit the
ground running. Zendesk is hosted, affordable and offers an intuitive
user interface and a no-nonsense feature set.

Help desk 2.0

Zendesk employs web 2.0
paradigms, leveraging modern means of extending the application and
ensuring integration. Beautiful and amazingly simple to use.

ITIL and beyond

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hese insights into the organizational coefficient of drag are hopefully not lost on the leaders that undertake this kind of transformation.

Unfortunately, current organizational theory and practice does seem to be the common skill missing from most leaders tasked with the operation of Information Technology. They either organize in a silo or a matrix choosing one of the prevalent conventional models.

I think all Enterprises have struggled with this organizational dilemma on how best to aggregate skills to deliver the services. The advent of cloud computing just provides some sense of urgency to address the problem.

Most re-organizations are viewed negatively by the people they impact precisely because they happen so frequently with little benefit. I think your comment about pragmatism when considering these changes is a great starting point.
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