Microsoft
Service Desk

IT Help Desk Management

IT Help Desk Management

Microsoft
Service Desk

Collaboration

75%

UX Writing

70%

UI Design

100%

Research

90%

Info Architecture

100%
Users: 
Help Desk and Support Pros
Purpose: 
Ticket tracking and resolution control for the help desk.

Attempting to create an integral suite of products that eventually became known as the System Center group, Microsoft purchased a small software group who were in the process of creating a service desk software product. Even though I was working on 2 other products at the time, I was asked to review their work. 

The British standard ITIL, had already been established long before this and the industry standard terms and actions were in place, but not being used. I turned this around and we brought in a product manager to oversee resources.

I continued to work on the design with a dedicated development team to bring this to market.

Collaboration

75%

UX Writing

70%

UI Design

100%

Research

90%

Info Architecture

100%
Users: 
Help Desk and Support Pros
Purpose: 
Ticket tracking and resolution control for the help desk.

Attempting to create an integral suite of products that eventually became known as the System Center group, Microsoft purchased a small software group who were in the process of creating a service desk software product. Even though I was working on 2 other products at the time, I was asked to review their work. 

The British standard ITIL, had already been established long before this and the industry standard terms and actions were in place, but not being used. I turned this around and we brought in a product manager to oversee resources.

I continued to work on the design with a dedicated development team to bring this to market.