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White Paper: The Evolution Of The IT Help Desk To The Service Desk - An Examination Of Current And Future Trends
White Papers What's so great about a help desk? The CIOs focused on survival understand that it's crucial to transform outdated "help desks," which rely primarily upon telephone communication, into efficiently managed "service desks" that easily and...
[March 16, 2006, 23:00]
How ITIL-Based IT Help Desk Can Help Small And Medium Businesses
White Papers Information Technology Infrastructure Library (ITIL) is a framework of best practices to manage IT operations and services. Government of Commerce, UK defined ITIL in the mid 1980s for business to efficiently manage their IT environment.
[March 9, 2006, 23:00]
Taking The Leap From Reactive Help Desk To Proactive IT Services Management: Why Processes Are Crucial
White Papers In the IT user support industry, the past few years have seen a profound cultural and structural shift. This paper focuses on the area where the output is impeded by a failure in IT or its usage, the helpdesk steps in to rectify the situation.
[August 3, 2004, 0:00]
Skills Assessment And Customized Training For Help Desk Staff Save Time And Money
White Papers Because the service center wanted to have 30 employees earn the Microsoft Certified Desktop Support Technician (MCDST) certification, it turned to the campus, an IT training firm. With the help of the campus, the technicians used the Microsoft...
[May 4, 2007, 0:00]
Freedom Of Information Act: How Magic Service Desk Suite Can Help Public Bodies Fulfill Their Legal Requirements
White Papers This white paper provides public bodies with guiding principles to help them meet their obligations under the FOIA and the IT audits required to ensure compliance. Magic IT Service Support for the Mid-sized Business, a Remedy IT Service Management...
[March 16, 2006, 23:00]
Reducing Help Desk & Desktop Management Support Costs
White Papers A large portion of an IT department's time and money is spent reacting to daily support problems, managing changes in the environment, and coping with growth. Add in the growing number of security, auditing, and compliance requirements and it's...
[August 7, 2007, 0:00]
Banco Mercantil Do Brasil Saved Up To 30 Percent In Help Desk Resources By Automating Access Management Processes With IBM Tivoli Identity Manager
White Papers IBM Tivoli Identity Manager software allowed the bank's IT team to manage and control access for both employees and external collaborators from a central point. Banco Mercantil do Brasil grew and crossed the local borders of the state of Minas...
[November 16, 2007, 23:00]
Web-Based Tool Takes Heat Off Uni Help Desk
White Papers It was a choice between upgrading Heat and going to the market in search of a new system. Auckland University is to drop its Heat helpdesk support system in favour of Infra, a web-based system already in place at Victoria University.
[March 14, 2006, 23:00]
Symantec Fulfills MCS Software's Need Of Help Desk Support
White Papers MCS Software chose Symantec pcAnywhere to meet its IT and helpdesk support needs. As one of the leading providers of customized business software solutions and technical support services on the Caribbean island of Trinidad and Tobago, MCS Software...
[November 20, 2006, 23:00]
Countrywide Financial Corporation Improves Service Desk Productivity With BMC Remedy Help Desk
White Papers IT staff at Countrywide wanted to find a service desk solution that could be scaled or adapted to meet current business needs and cut down on the time support staff spent entering help tickets. Countrywide selected BMC Remedy Help Desk because of...
[September 14, 2007, 0:00]
Automated Messaging And Collaboration Platform Helps A Global Financial Institution Reduce Help Desk Resolution Time By 29%
White Papers By deploying a multi-location, help desk service request management solution system based on the Microsoft Office System, XML-based Web services, and Microsoft SQL Server 2000, the IT support staff of a global financial services company will be...
[October 17, 2006, 0:00]
Optimizing Your Help Desk: Watch Out For Warning Signs!
White Papers Optimizing Your Help Desk: Watch Out for Warning Signs! Is your help desk reaching its full potential and maximum effectiveness? It examines the impact of each scenario in relation to service levels and cost and provides an analysis of how an...
[September 28, 2004, 0:00]
Government Resource Enhances Help Desk Productivity And Gains Insight Into Service Performance With The 2007 Microsoft Office System
White Papers Additionally, with this type of manual process, it is very difficult for management to monitor or quantify Help Desk performance, making staff evaluation and forecasting difficult. INEGI (Instituto Nacional de Estadistica, Geografia y Informatica...
[October 13, 2006, 0:00]
Build It Or Buy It?: Deciding How To Automate Your Help Desk
White Papers Developing help desk software in-house involves a long-term commitment of time and money from developers that already have too much to do and not enough time to do it. This white paper will explore the advantages of purchasing help desk management...
[April 19, 2006, 0:00]
Choose The Right Training Style For Your Help Desk
News Because end users often view the help desk as the fountain of all IT knowledge, it's important to keep your team members up to speed on the latest IT developments and refresh their knowledge of older subjects to ensure they're delivering...
[November 6, 2002, 11:12]
Learn The Secrets To Improving Help Desk Productivity And User Perception
White Papers The IT help desk is the guardian of day-to-day business productivity and the front door to your IT organization. You might be surprised to learn that a recent Forrester research report reveals that only 53 percent of surveyed IT users reported...
[December 4, 2006, 23:00]
How To Provide World-Class Help Desk Support In Remote Environments
White Papers The IT help desk is the guardian of day-to-day business productivity, and more importantly, the front door to your IT organization. Low help desk satisfaction levels can negatively affect overall IT perception, potentially making it more difficult...
[December 4, 2006, 23:00]
Microsoft Lines Up Management Tools
News Service Desk will include a "workflow engine" for automating tasks, such as handling a help desk ticket, and will be anchored by a database for storing configuration information on networked devices and software, the company said.
[April 26, 2006, 12:25]
Axios Systems Case Study: Unipart
White Papers A new client-server IT Service Management System at car spares giant Unipart has not only dramatically improved the efficiency and effectiveness of its world-wide IT Help Desk operation, but it is also enabling the company to continually improve...
[July 29, 2004, 0:00]
Northeast Utilities Enhances Support Center With Remedy And ServiceWare
White Papers The IT staff deployed Remedy Help Desk to give support personnel sophisticated tools to enhance their problem tracking and management activities. Remedy Help Desk streamlines the flow of issues to second-level support groups with paging capabilities.
[October 31, 2004, 0:00]
