Service Desk
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When it comes to outsourcing and managed services - which services do you completely outsource (e.g., L1 Help Desk, Windows Servers support, etc.), which one you used managed services (your people in charge but a vendor runs the team based on SLAs, e.g., Cloud engineering) and which ones you always keep in house (FTEs and staff augmentation, e.g., strategy and architecture)?
Looking for some feedback on the community's experience with Atlassian/Jira Asset Discovery? We are looking (for right now) a cheap assets discovery tool, and this one was presented as an option. We have a heavy investment in Jira, so it is a logical solution if it is a descent product.
I'm sure there is better stuff out there, but I have been asked to review it, so I am looking for feedback on this tool specifically at this time.
https://marketplace.atlassian.com/apps/1214668/assets-discovery?tab=support&hosting=cloud
ServiceNow44%
SysAid15%
Manage Engine Service Desk Plus12%
Atlasian Jira Service Desk12%
FreshDesk6%
SolarWinds3%
Zendesk4%
We are looking at using a 3rd party to provide Microsoft Support. Have proposals from a few. But wondering who is the most effective at managing Microsoft to get effective response and remediation on incidents that have to be escalated from 3rd party directly to Microsoft. They all say they can do it but in practice I'm sure some are better. Any strong experiences one way or the other?
Yes, and I see it accelerating in the future25%
Yes40%
No, but I see that changing in the next ~6 months18%
No14%
How does your organization validate end users that call the service/help desk? Especially for password resets?
Yes, we will be rotating all passwords.22%
Yes, we will be rotating admin passwords.49%
Yes, we will be rotating select affected passwords.15%
No, we will not rotate credentials at this time.12%