Small Business Trends Radio

Help Yourself: A Self-Service Strategy For Help Desks

davidweiss.jpgToday’s world is a self-service world. But your small business may still be dependent on an IT support employee or department.

A more pro-active IT support network can help your business and employees become more self-sufficient in solving technology problems, thus removing the waiting game that accompanies dependence on IT support professionals.

Our featured guest in this episode is David Weiss, CEO of Numara Software, a program that provides small to medium size businesses with a comprehensive line of service management solutions for customer support and asset management.

Here is a sampling of some valuable information from the show:

  • By allowing users to log their request and self-initiate their own work orders and combining it with the ability to attach error message screen shots, technicians don’t have to follow up or call for such information.
  • According to a study by a market research firm, Gartner Group, up to 30% of all IT help requests are password-reset requests which take an average of twenty minutes to resolve. With a simple browser-based tool, users can reset forgotten passwords and unlock system accounts without assistance from IT professionals.
  • Small businesses can allow employees to search a knowledge database, using common language without “tech speak,” and be directed to sites and documents that provide the information and answers to solve standard technology problems.

Today’s Trend: In addition to the above points, please stay tuned at the end of the program to the Today’s Trend segment. The Today’s Trend for this episode is: Second Life: The Hot New Place for Business — Or Not. Today’s Trend explores the use of this virtual online community as a testing ground. Companies like Dell and IBM are utilizing this site to gain valuable knowledge regarding buying and selling habits by setting up virtual store fronts inside the community. Having 1.5 million registered users, with the latest virtual 24 hr. spending count at $600K, Second Life may offer small businesses a way to get their names out there and promote their companies.

About David Weiss, CEO of Numara Software

Mr. Weiss brings a wealth of industry expertise to overseeing the Numara Software plans to develop and acquire new products and services and increase its international reach. Formerly the President of Blue Ocean Software, Weiss led that company’s development of Track-It! into the leading IT help desk and asset management product for small and medium-sized businesses, helping IT professionals at more than 45,000 customer sites track over 14 million assets worldwide.

Prior to Blue Ocean, Weiss was Vice President of Marketing at Citrix, where he helped lead the business from 60 employees and $15 million in revenue in 1995 to nearly 2000 employees and over $600 million in revenue in 2001.

A graduate of Duke University, he holds bachelors’ degrees in computer science and economics. He is also a member of the CEO Council of Tampa Bay and the Tampa Bay Technology Forum.

For more on David Weiss, visit Numara Software.


Recorded: November 21, 2006 ———————–Duration: 45 minutes


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