The basics of a Helpdesk Support Queue A Helpdesk support queue keeps the helpdesk manager and technicians from feeling as if everything has to be fixed all at once. It keeps them from running around trying to address everything and ultimately addressing nothing. A helpdesk support queue, should support a set of data that allows […]
The Product Management discipline in the world of Big Business The Product Management discipline’s role and job description is heavily dependent on the industry, organization and the product it’s relevant to. Based on the best practices established over the years, there’s no one-size-fits-all for product management at each organization. However, there are some common themes
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Connect your project management with Google Docs / Drive The goal of this integration guide is to let you connect your project management with Google Docs or Google Drive. Here we will show you how to have documents automatically created and filed for each of your new tasks and projects. What is needed to do this:
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OneDesk lets you connect your helpdesk to CRM If you haven’t already, you should connect your helpdesk database to your Customer Relations Management (CRM) system as soon a possible. Why? A single source of customer data Because a combined database provides you with a single source of customer information, system problems, and system solutions. If
The PRINCE2 Process Model for project management The PRINCE2 process model is a flexible framework for project management, with the intent to be used for projects across all disciplines. PRINCE2 stands for Projects In Controlled Environments, while the 2 denotes that this is the second iteration of the methodology, which has the PROMPT (Project Resource Organization
What is a program manager? As organizations grow, there are several management levels or hierarchies introduced to ensure that different teams and initiatives are in sync with each other. Some of the common management roles that can be found in these organizations are project lead, project manager, program manager, portfolio manager, etc. This article analyzes
The Basic Anatomy of the Helpdesk Database You shouldn’t have to research the answer to the same, or similar IT problem every time it appears. You need a helpdesk database. You should be able to search in a pile of helpdesk tickets, find the problem, or a similar problem, and get the solution to the
The Importance of Process Groups in Project management Where project management is concerned, process groups are a guiding structure for the managing a project from start to finish. The concept of process groups can be vague, so let’s break down these all-important groups. What is a process? A process is a collection of actions and
The Importance of Inbound Vs Outbound Product Management Product management is a broad function – which requires its practitioners to understand the market problem and the ways their product can solve the problem. It’s quite common for organizations to split this broad spectrum of responsibilities between different departments so each can focus on their respective
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Earned Value Management explained What is Earned Value Management? Project management revolves around the balancing of three aspects of a project: time, scope, and cost. This is also known as the project management triangle. One technique used to evaluate how well a project is doing is called Earned Value Management (EVM). EVM is a methodology