Why skin deep, same code, different lipstick ‘solutions’ created by legacy vendors are inadequate for today’s agile and flexible businesses

Today’s enterprise organizations are looking to adopt codeless, fully integrated and customer-driven enterprise ITSM software solutions. Organizations want quick deployment and efficient service desk solutions that are highly configurable and are the real deal.

Yet with costs at a premium, today’s businesses are also being held hostage by their past buying decisions: many face significant challenges when trying to customize traditional legacy solutions to meet their dynamic business process needs.

At …

There’s an amusing post on this Techrepublic blog  http://blogs.techrepublic.com.com/10things/?p=343 which provides some compelling insight into various species of help desk caller.

For example:

Number 1: “The Expert”: Userus expertia

“The Expert” user is the curse of most IT support establishments. Experts try out something they heard about from “the bloke in the pub,” an unqualified expert on everything who offers advice to anyone who will listen. Experts usually make a complete mess of their systems when they follow the bloke’s advice. Then they compound the problem by trying to fix …