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Magic Help
Desk
Magic
Solutions, which has its flagship product Magic Help Desk claimed in
September 2003 a phenomenal success and growth rate. While Gartner
Group judged the service desk market had shrunk by 34% in 2001 and
3% in 2000, it had grown 20% in 2001 and 26% in 2002. Magic's
products, which include Magic Service Desk, Magic Help Desk,
HelpDeskIQ, and Magic Knowledge Services, would enable it to target
the small-to-medium enterprise segment, while continuing to target
its Remedy assets at medium-sized businesses and above. During this
time the helpdesk space became less important to NAI, however, and
it decided to focus its attention on the network and security
management market, according to chairman and CEO George Samenuk.
Magic's
principle products include Magic Help Desk and Magic Service Desk,
which feature functionality for problem management, change
management, and asset management for SMEs, as well as HelpDeskIQ,
which is aimed at companies with less than 800 employees. Currently
only available in North and Latin America, the product was scheduled to be launched
in Europe early in 2004.
Enterprise management software vendor BMC Software Inc
plans to extend its position in the help desk software market for
SMEs with a $47m cash deal to buy the assets of Magic Solutions from
Network Associates Inc. The deal is designed to complement Houston,
Texas-based BMC's September 2002 acquisition of Peregrine Systems'
Remedy unit for $350m. Magic has 4,000 customers to add to Remedy's
6,000-strong customer base, but also gives the company more of a
focus on the small-to-medium enterprise space. BMC said that Magic
was "highly profitable", would be accretive to earnings next year,
and would become part of the Remedy
unit.
According to
NAI, in the third quarter Magic Help Desk was profitable for the
first time in a while, "but barely so". BMC said it expects the
Magic suite to be more successful under its command due to
differences in company structure and the opportunities from
complementary products and services it
offers.
Santa Clara,
California-based NAI bought Magic in March 1998 for $110m in cash
claiming the purchase would combine the number-two and number-three
vendors in the Magic Help Desk space, combining Magic's assets with
its McAfee Service Desk to create a new leader in the Windows NT
environment, with the largest installed base of anyone in the
market.
Ready to buy? Order the
Help Desk Toolkit today
THE HELP DESK TOOLKIT - Fourteen extensive
documents Sample Pages
Here
One thing is for sure: The Help Desk Toolkit makes Help Desk
Procurement and Management far more straight forward. No doubt about
it: it de-mystifies Help Desk Management, and enables you to produce
a Help Desk function with the minimum of fuss. There is absolutely
no need to re-invent the wheel! It is supplied primarily in MS-Word
format and comprises the following components:
HELP DESK all you need now
Ready to use documents: Help Desk Implementation
Plan, Help Desk procedures, Proactive Stress Management,
Problem management procedure
- Help desk implementation plan covering
all the aspects of help desk implementations
- Help Desk Phone Communication
Standards - Example Standards Monitoring Sheet
- Help Desk Stress Management - 30
slides Proactive Strategies for Managing Stress and
Change
- Help Desk Procedures - This
procedure defines the steps involved in responding to customer
calls through the Help Desk facility.
HELP DESK SLA GUIDE
Let's face it: a
comprehensive SLA is a daunting task. Now you'll have an extensive
blueprint at your fingertips. This document explains every part of
the service level agreement for a HELP DESK, clause by clause. You
can populate and change directly, as required.
- Service Level Guidelines on Help
Desk procedures
- Extensive Service Level Agreement for
Help desks
HELP DESK
INTRODUCTION
Let's be honest: getting buy-in
is the hardest part of any Help Desk, are you ready for straight
talk? This is a full PowerPoint presentation. It explains the HELP
DESK, what is needed, why and where.
AUDIT & REVIEW
How many times have you said to yourself: how well are our
Help Desk needs taken care of? If you already have a HELP DESK, or
just want to be doubly sure, this component will certainly help. It
comprises a series of questions designed to take you through your
HELP DESK and check it for quality and completeness. A first rate
audit tool (MS-Word).
HELP DESK BEST PRACTICE
We've got the solution to your needs: HELP DESK best practice
is designed around a set of activities to deliver upon
excellent customer value. This explains the key concepts of a
HELP DESK.
HELP DESK DESIGN TEMPLATE
In today's uncertain economy you need clarity, fast. This is
a complete template for establishing service descriptions. This is a
complete template for a HELP DESK design.
Fourteen documents
- Hundreds of pages with
easy-to-follow sections
- An extensive must-do
checklist based on our experience implementing Help Desk in over
40 industries
- New practical advice on
awareness, planning, implementation, and review
- New commentary on
delivering upon business value
- All-new "tuneup"
section tailored to improve the performance of
existing initiatives
- Fully updated throughout to
take account of current Best Practices and policies, and the
state of their
use
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