Shared Posts

How to Share Your Work with a Targeted Audience

Password protection is always important. In this article Ben describes the reasons why.

The Daily Post

We’ve touched on similar topics in the past, from creating boundaries between your blog persona and real-life one, to keeping your daily life safe from online intrusions.

The great thing about having your own site is that with one click of the Publish button, you can reach the entire world. Or at least that subset of the world with an internet connection, a bit of free time, and a keen interest in knitting / vegan brownies / attachment parenting / haiku writing / [insert your favorite topic(s) here].

What do you do, though, when you want to keep that public stage open — but also share some of your work in a more discreet way? Sometimes you might feel like writing a more personal post than you do usually. Or you might want to get feedback on a work in progress you’re not entirely happy about yet. There are all…

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Shared Posts

Welcome to My Home

Stunning. To think that in my country was 42 degrees Celsius yesterday.



(Photo101, first assignment, 2015 March 3]


{The beautiful Bleeding Heart is from last year.   It is safe and sound under the clump of snow seen to the right  in the photo below.]

This scene is the one that I enjoy the most when I return from traveling.  The barn and the greenhouses are across the road, the maple trees along the road an in the next door neighbor’s yard.   These are good sized shrubs, nestled along the path through the snow covered walk.  I am standing at my front door, shooting outward, toward the southwest.    The beautiful wind-chime is a bell made of metal, the clapper is shaped like a Ginko leaf. DSC02173Ginko leaf.  DSC02156


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Shared Posts

“Me Time?” Why it’s not my ideal Saturday morning? It never is…

Oh golly. This is so true. I can even add a few myself. Dad, where is my… Dad where did I leave my school bag.


What’s your ideal Saturday morning? Are you doing those things this morning? Why not?


Why not?  Well, let’s see…the answer to that involves a ride in a tow truck.   Not that there is anything wrong with wreckers–in fact it’s sort of fun when the ride is on the turnpike when the truck can go really fast and the driver likes to lean on the horn.  Scares the bejeebers off of me if I’m the motorist riding along minding my business, but sitting there riding shotgun in the tow truck cab is…..well, empowering. 

It had warmed up to about nine degrees with the sun streaming down on the tundra.  The van had stopped in the middle of the driveway, facing the road, a bonus for the tow truck driver.    The two rear tires were beyond flat, they were flapping off the rims as they  dragged up onto the flatbed.


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Writing 101

Productivity Grinds To A Halt

Productivity grinds to a halt when the boss is away

The age-old adage that “the mice will play when the boss is away” is so true even in the most organised office environment. Let this happen on a Friday and even the dedicated workers take time out to watch the pranksters at play.

When The Boss is Away

It is fun to watch and even better to be a part of the “action”. Behold the day the boss returns unexpectedly. All hell breaks loose when his / her presence is noticed. A tangible silence suddenly hangs over the merrymakers followed by a flurry of activity as all the participants try in vain to look busy with their work.

Has it happened to you yet? Well, not to worry it will, trust me it will. When it does, you will discover your brain turns to mush and you make the lamest excuses trying to explain why you are not hard at work completing the task you spent the better part of the day discussing with your boss. If he was in a foul mood before he left the office, trust me he will be even worse now.

Have fun at the office my friends, have fun. However try not to get caught by your boss when she is having a bad hair day.


Writing 101

My Dream Reader – Assignment 4

My dream reader will possess a well-developed sense of humor. He or she will love to laugh and be able to see the funny side of life. Making time to read a good book and enjoy a glass of wine in the company of friends is important to me. Where is the fun in life  if there is not enough time to be silly once in a while?

The dream reader I have in mind is not a particular person, but rather someone that possess qualities, interests and characteristics similar to mine. So much of my time is spent at work where being serious is the order of the day. Being able to let your hair down and just be yourself at the end of the day is very important to me.

A while ago I went “Sky Diving”. It was an amazing experience that I would consider doing again. The group of friends I made are very brave people. A little crazy, but very brave none the less. To have a reader from this group of people will be an honor.

On second thoughts, maybe going “Sky Diving” again is not such a good idea. The wife will be out in full cry marching up and down the runway swinging her baseball bat waiting for my return. There will be no prizes for anyone that guesses what she plans to do with her baseball bat. 🙂

What has this got to do with my dream reader? Well, nothing actually. It is just my vivid imagination getting the better of me.

Blogging 101

Finding new friends on Blogging 101

Just 3 days into the “Blogging 101″course and so many amazing people have popped in to visit my blog. I never expected such an amazing response. To all the new blogger friends that I have made, a warm thank you.

Let’s see where the course takes us, and good luck to all the bloggers that are as new to this as I am.

Until next time.

Writing 101

Who I am and why I’m here

This has always been a good question! Well, to tell you the truth it is to learn and expand my circle of friends in the blogging community.

I have written a few articles for my company and re-posted some of them onto my blog. However, there is more to blogging than just computer jargon wrapped up in very fancy words. So why am I here? To learn and to meet fellow bloggers who are also just starting out.

So why blog publicly? Well that is a question I pondered over for a long time. With all the security issues and loss of privacy being discussed in the media it is surprising that anyone still blogs publicly. However here I am joining the ever increasing ranks of bloggers and less than a year ago I would not have done so. It is never too late to see the light.

There is so much I do not know about blogging. What I know about the technical detail most likely fits onto the back of a pinhead. I hope to change all this over the course of the next year and make a lot of friends along the way. So, please join me and give me your feedback. I am here to learn.

Service Desk Solution Shared Posts

Predictions for 2015: ITSM Disruptors

Dick Stark's Blog

By Dick Stark

BMC’s Anthony Orr, and Pink Elephant’s George Spalding, presented a webinar last week, Predictions for 2015: ITSM Disruptors.  Their presentation although interesting, was somewhat disjointed with most of the time spent on stories about new technologies such as wearables, like LG’s new GPS KrizON bracelet  for kids, devices and sensors, smart homes, intelligent projectors, and of course the mind numbing internet connections, now referred to as the Internet of Things (IoT). The webinar spent little time on how new technologies will actually disrupt ITSM, the response or fix, and IT or BMC’s solution. Here are my webinar takeaways.


We are digital users and it is a mobile world.  For millennials especially, it is all about what’s on a mobile device.  All organizations from Coffee Shops to Banks, need to adapt. Fortunately, BMC has MyIT which allows mobile device users to submit and check trouble tickets as well…

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Case Study Software sales

What Is Infrastructure as a Service in Cloud Computing?

Infrastructure as a Service is a provision model in use by business to outsource hardware requirements. The cloud provider owns the equipment. The client pays for usage.


In defining Infrastructure as a Service we need to understand the specific features that a cloud platform provider supplies so that the service he provides is considered Infrastructure as a Service. To understand Infrastructure as a Service we need to look at the essential characteristics found in Infrastructure as a Service.

Infrastructure as a Service – Dynamic Scaling

Dynamic scaling enables the organisation to increase and decrease their hardware and processing requirement as and when required. Dynamic scaling may be driven by application requirements or seasonal computing demand of the organisation.

This is an important characteristic of Information as a Service; if customers need more resources they can get them immediately.

Infrastructure as a Service
Infrastructure as a Service

Service Levels

Infrastructure as a Service is offered in different flavours to organisations. Organisations may rent capacity based on an on-demand model with no contract. In other situations, the organisation signs a contract for a specific amount of storage and processing capacity.

A typical Information as a Service contract has a level of service guarantee included. The entry level may guarantee basic services while at the top-end a mirrored service with almost no change-of-service interruptions is the norm.

Rental Model

When organisations use computing resources from a cloud provider, the servers, storage, and all required IT infrastructure components are rented, based on the quantity of resources used and how long they’re in use.

In the private Information as a Service model, renting takes on a different focus. Organisations typically allocate usage fees to individual departments based on their weekly, monthly and yearly usage. With this flexibility, organisations can charge more of the budget to heavy users.


Infrastructure as a Service providers typically use a metering process to charge organisations based on the instance of computing consumed. An instance is defined as the CPU power and the memory and storage space consumed in an hour. When an instance is initiated, hourly charges begin to accumulate until the instance is terminated.

In addition to the basic per-instance charge, the cloud provider may include the following charges:

  • Storage: A per-gigabyte (GB) charge for the persistent storage of data.
  • Data transfer: A per-GB charge for data transfers. The fee may drop if you move large amounts of data during the billing month. Some providers offer free inbound data transfers or free transfers between separate instances on the same provider.
  • Optional services: Charges for services such as reserved IP addresses, virtual private network (VPN), advanced monitoring capabilities, or support services.


Infrastructure as a Service is a provision model organisations use to outsource hardware required to perform their business. Many organizations select a hybrid approach — using private services in combination with public cloud services. This approach is attractive because an organisation can leverage its private cloud resources but use trusted public cloud services to manage peak loads.

Case Study Service Desk Solution

Technician Licenses, Named and Concurrent for the Help Desk

Technician licenses to access the Help Desk are available as Named and Concurrent licenses. A Named license is allocated to a single Technician and Concurrent licenses are allocated to  groups of Technicians


IT managers purchasing Technician licenses to access the help desk are often confused by the Named and Concurrent license models available to them. It is understandable that the terms can be confusing, so let’s take a closer look at each one of them.

Technician licenses – Named

A Named license is allocated to each Technician that requires access to the help desk solution. For example, if you have 50 Technicians who access the help desk, you will need 50 Named licenses; one license for each Technician. Microsoft often refers to this type of licensing as “Per Seat” licensing. It is interesting to note that this license model is often cheaper than the Concurrent license model on a one-to-one basis.

Technician Licenses – Concurrent

The Concurrent license model is more flexible than the Named license model.  Using this model a group of Technicians are assigned to a single Concurrent license. However, only one Technician at a time from the group can use the “Concurrent” license. The remaining Technicians in the group have to wait for the license to become available before the next one can use it.

Technician licenses
Technician licenses

Usage of License Types

The purpose of offering two license models is to create flexibility for the IT manager. For example, call centre operators are allocated Named Technician licenses because they need permanent access to the help desk solution. On the other hand, Technicians who log in periodically are allocated Concurrent licenses. They are often busy at remote locations and only need access to the help desk to update or close a call.

Common License Model Confusion

The term Concurrent license is confusing at times. A common misunderstanding is that Concurrent implies that all licensed Technicians can log in simultaneously. This understanding is incorrect. When a group of Technicians are assigned to a Concurrent license, the first Technician to log in is granted access. The others will have to wait until the Concurrent license becomes available. Rather use Named Technician licenses if all your Technicians must log in simultaneously.

License Costing Model

Historically the Named license is less expensive than the Concurrent License. However, that may not be entirely true because you can allocate 2 or more Technicians to a single Concurrent license which brings the price of the Concurrent license down considerably.


Named and Concurrent Technician licenses are both very important license models for the IT manger. Using both license models together saves money and creates flexibility. The IT manager no longer needs to purchase a Named license for each Technician when one Concurrent license will be enough for his group of Technicians.

Shared Posts

Valuing Startup Experience

This post was written for and originally appeared on Inc, which you can view here.

Picture this. Two identical candidates walk into your office for a job interview. The only difference between the two candidates is that one has a resume full of experience at a large company, the other has the same depth of experience at a startup.

To read the rest of ANDREW DUMONT‘s article

The rest of Andrew Dumont’s article can found on his blog here…

This post is published courtesy of Andrew Dumont

Service Desk Solution

Onsoft Embracing the Cloud

Onsoft is now Embracing The Cloud by making BMC FootPrints available to their customers through Infrastructure as a Service (IaaS). Customers are now able to utilise the power of BMC FootPrints, save on hardware costs and running expenses.


Onsoft was approached by the Benin Electricity Distribution Company (BEDC), based in Benin City, Edo State, Nigeria, to solve their serious service delivery problems. A hosted Service Management Solution ultimately was the best fit for them. To this end, they will be embracing the cloud to achieve their goal.

embracing the cloud

Embracing The Cloud using BMC FootPrints

To meet the software hosting requirement stipulated by BEDC, Onsoft entered the cloud market. We now have the infrastructure and technical expertise in place to host BMC FootPrints for our customer through a partnership with RSAWeb.

Infrastructure as a Service is a viable option for customers that do not have the hardware infrastructure or technical expertise for an on-site installation of BMC FootPrints. Customers that sign-up for this service retain ownership of their data. In the event that they decide to migrate to an on-premise installation their data goes with them.

This is a very exciting opportunity for Onsoft. It gives us the ability to address our customer’s business needs in ways previously not possible. 

If you would like to be contacted by Onsoft leave a message here. sales department.

Hosting Customer Requirements

Key elements of BEDC’s Service Management Solution are that it must be 100% web based and hosted by the service provider. This frees up the customer from any costly hardware infrastructure and server software purchases.

BEDC required a Service Management Solution allowing them to log calls from consumers and ensure that all customer requests are attended to timeously and resolved successfully.

Needs Analysis for BEDC

A needs analysis was conducted for BEDC and based on the findings, BMC FootPrints was proposed to management as the Service Management Solution. An agreement was concluded between Onsoft and BEDC where both parties agreed that the BMC FootPrints Service Management Solution would be implemented as an on-premise solution within the Cloud using IaaS.

All configuration and daily management of BMC FootPrints will be done by qualified administrators based at the head office of Onsoft, in Cape Town South Africa.


Onsoft is now Embracing The Cloud by making BMC FootPrints available to their customers through Infrastructure as a Service (IaaS).

Onsoft has over 15 years experience as specialist providers of service management software solutions that address a range of customer requirements from Customer Service to IT Help Desks. These solutions are available as a hosted or on-premises option. Although Embracing the Cloud is new to us, it is a natural progression.

Onsoft has implemented BMC FootPrints Service Management Solution for several clients in South Africa and Nigeria.  Based on Onsoft’s successful track record, BEDC selected BMC FootPrints as their solution of choice.

Shared Posts

Service Catalogs and Customer Care

an excellent explanation of how a Service Catalogue functions

Dick Stark's Blog


By Dick Stark

On Thursday we hosted a BMC FootPrints/Service Core Webinar for approximately 100 SDE, Remedy, FootPrints, and Track-It customers and prospects.  I pointed out the three key building blocks of any successful ITSM system: a finely tuned CMDB, Analytics Engine, and Service Catalog. Then, we backed this up with a terrific presentation and demo.  As I mentioned during the webinar, whether we’re ready or not, Service Catalogs are everywhere, as illustrated by my new car purchase. Turns out it came with its own personalized service catalog.

I experienced first-hand “my own” service catalog this week. While driving on the beltway, I noticed a tire icon blinking on the dashboard.  While disconcerting, I hoped this incident was a “false positive,” and kept driving.  When I did stop, I noticed that everything seemed to be ok. My next step, a phone call to the dealer?  Hardly, I wasn’t even sure whom…

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Case Study

Business Metrics for the Service Desk

Align IT business metrics for the service desk with your business goals. This helps business understand the financial value a Service Desk adds to the organisation.


IT Metrics form a vital component of any service desk. Traditionally they focus on the performance of the service desk. However, in this format, they do not convey how the Service Desk benefits business.

There is no connection between IT effort and business productivity when using traditional IT Metrics. The challenge for IT is to effectively communicate the business benefits of a well-run Service Desk. This can only be achieved by aligning IT metrics with business goals.

Problems Reporting IT Metrics:

Service Desks struggle to measure and report service metrics in terms understood by business. Reporting issues are:

  • Limited communication with business and incorrectly translating metrics into terminology understood by business.
  • Difficulty translating customer satisfaction into tangible business value.
  • Lack of common metrics reporting terminology between the Service Desk and business.
  • There is a conflict between the Service Desk KPIs and customer expectations.
  • Identifying service improvement opportunities is difficult when focused on day-to-day operations of the Service Desk.
  • Often there is no clear owner for reporting metrics to business.
  • Forecasting service desk costs and expenditure to business is difficult due to the large number of variables.

Communicate IT Support Goals In Business Terms:

Clarify the connection between IT and Business by documenting IT goals using business terminology. This changes the perception that IT has no role in improving productivity and revenue generation.

Aligning Service Desk Business Metrics with business goals will change the business view of IT being a cost centre to a profit centre.

For business to understand IT goals they need to be written using business terminology. Currently this is not happening.

Look at the differences between the IT and Business goals:

IT Support Goals Business Goals
  • Minimise service disruptions
  • Increase sales by 5% each quarter
  • Minimise length of the service disruption
  • Reduce annual operation cost by 5%
  • Reduce cost per call
  • Expand customer base by 20%
  • Meet service level goals
  • Increase repeat business by 5% each

The Support goals are written in IT terms. As you can see, they do not support the Business goals. In addition, the Business goals do not have a dependency on technology.

To rectify the problem, write the IT goals from a business perspective:

IT Support Goals IT Support Goals From a Business Perspective
  • Minimise service disruptions
  • Increase productivity and service quality using expedient and accurate problem resolution
  • Minimise length of the service disruption
  • Reduce cost per call
  • Streamline processes that impact the customer
  • Meet service level goals
  • Improve customer expectations for services.

With a few changes in terms and phrasing, the IT goals are now business-focussed.

However, current IT metrics reporting is not well understood by business and will need to undergo significant change. Making the data meaningful to business requires a fresh approach to IT Metrics reporting. This is achieved by:

  • Augmentation
    No changes are made to reports. A supplementary explanation of the correlation between IT report data and business goals is added.
  • Modification
    Reports are modified to better present information to business. Supplementary explanations are added because the underlying metrics have not been changed.
  • Transformation
    Metrics are modified to more accurately reflect achievement of business related goals. This approach yields the most meaningful change in reporting for business.

IT Goals and Business Value:

Communicating the value that IT and Support add to Business improves the perception management has of IT Services. However, the current business view of IT will only improve when IT aligns with the business goals.


Reporting IT Business Metrics in terms that business understands aligns IT with business goals. This shift in focus presents the IT department as a profit centre instead of a cost centre.

Now more than ever, IT must invest the time to understand the business goals and to translate IT Metrics to reflect impact to these goals

Service Desk Solution

What is a Service Desk and why does your company need it

Service desks are a single points of contact between users, IT Service Management and customers. A well run service desk enhances customer relations and improves the company’s image


The modern service desk has matured and become a flexible tool. It is customisable and modular in design allowing management to select only the modules they require.

Service desks are automated and include self-service modules enabling more to be done without increasing costs and the staff compliment.

Value of a Service Desk

The value of a service desk is measured in terms of performance improvements gained in productivity and improved customer experience.

For management an acceptable return on investment (ROI) is important and the value gained by purchasing the solution must justify the cost. The service desk must be easy to use and understand by both agents and customers alike.

Advancement in remote management technologies enables agents to attend to customers problems at remote sites without having to send a technician there. This capability reduces down time and the cost to resolve the problem.

 Management Benefits

Management dashboards and comprehensive reporting supply the needed controls to track customer issues and problems. This information is used to project future customer trends and plan for business related changes.

An ability to track time spent on a given type of problem enables agents to inform customers how long it takes to resolve the problem based on historical data available in the system. This empowers the agent to be more accurate when dealing with customers queries.


The increasing adoption of the IT infrastructure library standard (ITIL) is fuelled by more demanding customer expectations. ITIL brings structure and maturity to the service desk. The larger enterprise solutions are configured according to the ITIL framework.

IT Information Library

Adopt ITIL At A Pace That Suits Your Business

IT systems require a highly disciplined and controlled approach to system management. 

Can a SMB (Small to Mid-sized Business) adopt ITIL? Yes, you can  adopt ITIL at a pace that suits your business and focus on the modules that identify with your business needs.

Small and mid-sized businesses (SMBs) experience issues and challenges that are inherently different to the large enterprise. Their smaller team of IT experts support infrastructure, the needs of the users, maintain security standards and compliance.

 Selective Adoption of ITIL by Small Business

ITIL (IT Infrastructure Library) is a flexible framework and not a doctrine and it is challenging even for large organisations to implement.

Therefore, it is important that SMBs focus their implementation on areas that create the most business benefits. Typically, these are the areas where current and best practices gaps are the largest.

The four core ITIL  modules that will create the most business benefits are:

  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management

    ITIL for small business
    Incident, Problem and Change Management

By focusing on these core areas SMBs will improve the utilisation of existing resources and eliminate self-generated issues.

Implementing only four core ITIL processes provide SMBs with measurable management statistics and the proactive service approach demanded by business.

To analyse and improve business processes in four different areas is a huge undertaking. It is therefore advisable adopt ITIL at a pace that suites your business.


Adopt ITIL at a pace that suites your business may require a phased approach. It takes longer to roll out service improvement in phases, but the result is a higher quality of service management delivery.

Asset Management

Value Proposition – Integrate Help Desk with Asset Management

As a combined solution an IT Help Desk and IT Asset Management solution deliver a greater value proposition to business. 

Enhancing the value proposition by combining an IT Help Desk and IT Asset Management solution yields benefits far greater than those delivered by two individual solutions.

Tighter integration of a company’s decision-making capabilities and improvements in visibility of IT assets is achieved.


Benefits of IT Help Desk and IT Asset Management
Using an IT Help Desk solution with built-in Asset Management functionality drastically improves an organisations performance. The most apparent benefits are:

  • Improve visibility and control of incidents, problems, changes and assets
  • Integrated change management module                  Diagram-Asset-Management
  • Increase in customer satisfaction
  • Reduced cost of IT services
  • Manage issues and track assets immediately
  • Decrease response and resolution times
  • Decrease IT inefficiency

Improve visibility, Control of Incidents, Problems, Changes and Assets

IT Help Desk and Asset Management requirements are managed by a single integrated solution. There is a clear view of all incidents, problems, changes, requests and assets requiring switching between solutions to track critical data.

Integrated Change Management Module

Change Management helps your organisation manage change in a controlled manner resulting in minimal service disruption and greater productivity. Costs for IT services are reduced by introducing an organised approach to change management.

Increased Customer Satisfaction

Hardware and software information available in the integrated Help Desk and Asset solution assists the IT Technician to resolve issues faster. This has a positive effect on the business value of the IT department.

Reduced Cost of IT Services

Embedding Change Management into the Help Desk solution eliminates wastage of time on unnecessary or poorly planned infrastructure modifications. The result is a saving of money for the organisation.

Manage Issues and Track Assets Immediately

With an integrated help desk and asset management solution discovering IT Assets and solving customer issues is simplified. Information in the Asset database is used to troubleshoot problems logged in the Help Desk module.

Decrease response and resolution times

Service level agreements (SLA) are configured via customisable business rules. Each business rule is configured with a unique due date, notification and escalation supporting various workflows.

Decrease IT inefficiency

Integrated IT Help Desk and Asset Management solution eliminates disorganised management of repetitive tasks.


An integrated IT Help Desk and Asset Management Solution helps your IT operation perform smoothly, eliminating redundant work and enabling delivery of top-quality IT services.

Asset Management

What is IT Asset Management?

IT Asset Management (ITAM) is a set of business practices combining financial, inventory and contractual functions.

Why Companies Purchase an asset management tool

IT Asset management (ITAM) solutions get implemented by companies to save money, reduce administrative manpower in their IT departments and regain control over the IT Inventory. The primary drivers include some or all of the following.

  • Improved visibility of inventory
  • Increased efficiencies
  • Reduce spending
  • Asset reuse
  • Risk and security management
  • Reporting

The introduction of (ITAM) has resulted in an improvement in IT customer services driven by the ability of IT technicians to identify and rectify problems on users PCs faster.

How will it help me manage my IT assets?

IT Asset Management enables you to view the hardware and software components of each computer, server or any other network infrastructure. Traceability of assets gives better IT administration and control.

Features Found In Asset Management Software

The feature set available in the entry-level Asset Management Software solution differs significantly from that of the Enterprise solution. There are more features available in the Enterprise solution and they are customisable. Key features available in the Enterprise aligned solution are:

  • Scalability allowing support for large organisations
  • Configurability enabling the solution to adhere to business processes
  • Integration with existing IT systems
  • Stability of the solution is important
  • User roles that allow each technician to see  the relevant processes and functions
  • Drag and drop form design that requires no programming
  • Life cycle management of all assets
  • Remote control
  • Software patch management


ITAM spans the entire company. Asset Management software is no longer an option. ITAM is equipping technicians to become businessmen, providing a framework for good corporate governance and providing methods to manage the delivery of business objectives.


Software sales

Selling Enterprise Software

One of the big differences between selling  software to the small business and selling enterprise software  is the price of the solution.


Software Sales Challenges:

Selling enterprise software has its own set of challenges that became even more complex with the downturn of the economy. Gone are the days where IT departments had huge budgets to spend. Stringent budgetary constraints are in place, the approval process includes more checks and balances and is closely monitored.


How To Succeed:

To be successful in this new environment the enterprise sales representative possess many skills, and one of the most important is the ability to listen to his customer and understand what is actually being said both verbally and non-verbally.  It is important to take note of the tone of voice used by your customer at all times.  This will often reveal more about his desire to place an order than he will reveal.

Listening to the tone of voice of your customer you will gain an insight into the way he is interacting with you and whether wants to do business with you or if he is actually just using you to get a 2nd quotation for a solution.


Common Questions:

Questions that you must answer while listening to your customer are:

  • Is he passionate about his subject?
  • Does he sound  disinterested in your questions?
  • Did he discuss his business needs with you before requesting a price for the enterprise solution?
  • Do the features he requires appear to fit the specifications of a solution offered by your main competitor? If so, what are you going to do about it?

Selling enterprise software is a challenge. How you adapt to the changing environment will determine your success.


Writing 101

A tentative approach to blogging

Well, this is my first blog enty. I am not too sure where it will lead me but I will let my thoughts be my guide. Where to from here, and what to write about is the burning question.

I read about keywords and search engine optimization, where that all fits in will have to wait until I understand more about them. For now a start has been made.

I am starting a blog so that I can jot down my work experience as a software developer and in software sales. I will cover topics that relate to software I sell and tips and tricks I have learnt that I use while selling software.

Join me on my journey as it meanders from topic to topic.