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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 The CIOs focused on survival understand that it's crucial to transform outdated "help desks," which rely primarily upon telephone communication, into efficiently managed "service desks" that easily and...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]
Freedom Of Information Act: How Magic Service Desk Suite Can Help Public Bodies Fulfill Their Legal Requirements
White Papers Magic IT Service Support for the Mid-sized Business, a Remedy IT Service Management solution from BMC Software, is based on a history of innovation and expertise in providing solutions to meet the challenges of applying IT governance and best...
[March 16, 2006, 23:00]
How ITIL-Based IT Help Desk Can Help Small And Medium Businesses
White Papers ITIL's IT Service Support process helps organizations to efficiently manage software, hardware, and human resource services to ensure continued and uninterrupted business. ITIL defines that the core function of IT Service is to offer "uninterrupted...
[March 9, 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]
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. Internal customer service quality suffers because tracking request...
[October 13, 2006, 0:00]
Applying The IT Service CMM Model In A University Service Delivery Environment
White Papers This paper will discuss the experience in applying the ITS-CMM to an IT service delivery environment, specifically a centralized help desk. This help desk is the primary point of contact for nearly 3,000 IT users in the university and is a critical...
[March 16, 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]
ForeningsSparbanken Improves Customer Satisfaction With BMC Software
White Papers To meet the needs of its diverse customer base, its help desk must be continually operational and highly reactive, 24x7. After a detailed evaluation of solutions from various companies, ForeningsSparbanken selected PATROL Enterprise Manager (PATROL...
[September 16, 2005, 0:00]
Orange Rings The Changes To Keep Its Future Bright
White Papers The Service Management team consists of Help Desk, Desktop, Change, Problem and Service Level Management. Orange's choice of software was Axios Systems' assyst, which replaced an Incident Management Help Desk 'trouble ticket' tool from Touchpaper...
[July 29, 2004, 0:00]
Tech Support Costing Companies
News However, quick-hitting resource cost reductions at the service desk must be carefully weighed against the long-term cost management of IT service delivery. Of all leading indicators, help desk calls represent the clearest view into the health of an...
[July 29, 2004, 11:45]
Dell Kicks Off User Conference, Touts Net As 'weapon'
News Another upcoming service, to be installed on hardware this fall, will enable servers to communicate with an online help desk at Dell. IT managers will send troubleshooting messages to Dell, and Dell's help desk will run diagnostic tests online.
[August 26, 1999, 12:43]
Don't Leave Risk Management To Chance
News Most help desk software covers these areas, and the resultant metrics should provide a measure of whether the overall service is improving or getting worse in reliability, responsiveness and time to fix.
[October 4, 2005, 16:00]
Dell Looks To Serve Small Fry
News The next step is a centralised help desk to be offered in early 2003. With the new help desk, if a customer were to ask a detailed question about Excel, for instance, Dell would provide the answer instead of forcing the person to hang up and call...
[December 9, 2002, 9:37]
PC Makers Seek Safety In Services
News Help desk groups are being moved to India--a tactic similar to how manufacturing has moved to countries with lower labor rates. For one thing, help desk and support services can provide recurring revenue streams.
[October 9, 2001, 9:08]
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]
The Dow Chemical Company: Extending Global Reach
White Papers Over 10 years, Dow and HP have transformed a traditional IT help desk environment into a Global Service Desk through the implementation of a Management of Change methodology.
[November 13, 2007, 23:00]
Enterprise Large-Scale Help Desk Services With BMC Software And The Solaris OS
White Papers Data center IT help desk service management software is required for organizations of all sizes to improve customer support services and efficiencies, and to maintain high service levels. This paper is intended to help business service providers...
[November 8, 2005, 23:00]
Magic Service Desk Suite For The Small And Mid-Sized Business
White Papers This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library (ITIL) best practices, the industry standard framework for IT Service delivery and support.
[April 20, 2006, 0:00]
IET Solutions Seminar
White Papers iETSolutions develops, markets and supports software applications for the IT and customer service management (help desk) markets.iETSolutions is committed to delivering best-practice applications, including ITIL, that help you align service and...
[August 1, 2004, 0:00]
Capital District Physicians' Health Plan Meets Service Goals And Supports HIPAA Requirements With BMC Software
White Papers Already a user of BMC Remedy Service Desk (formerly BMC Remedy Help Desk) and BMC Service Level Management (formerly BMC Remedy Service Level Agreements), CDPHP identified a need for a change management solution to gain firmer control over their...
[January 18, 2007, 23:00]
