This is a customer facing demonstreation of Incident Management using ServiceDesk 7 Please Note: This video is best viewed in full screen mode by selecting the square icon in the right hand corner of the video player.
00:33:01
I am familiar with other incident Software. I am interviewing with another employer and they have Symantec as Incident Management tools. I am agree that include searching in Google is not the right things to do in real business situation. It was just illustrative example.
Other points, I hope that survey information most manage very caution. There are people who complaints for everything and this will be against job performance and evaluation for the technician who deals with ticket.
JDE IT Global Consulting
Englewood, Colorado
While the presentation was usfeul to show a bunch of tool features the presenter needs to understand the goal of incident management is get the customer working again as quickly as possible. Customer satisfaction would be very low if told that the resolution to the issue is searcing Google and finding a bug in Exchange server. The business critical issue still exists! Next time I suggest entering a proper solution or workaround before resolving the incident.
the sound is very low