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Federal Government Agency: Upgrading ARS, Help Desk, and Change Management
White Papers RIGID Systems' customer ran an older version of the AR System, Help Desk, and Change Management applications. Help Desk and Change Management were highly customized with new fields and workflow. RIGID Systems installed the latest versions of AR...
[March 9, 2006, 23:00]
Policy and Procedures: Help Desk Service Level Agreement (SLA)
White Papers Technology support services are provided through the Information Technology Services (ITS) Help Desk unit. To ensure the best possible support, the Help Desk provides NJCU Faculty and Staff with this Service Level Agreement outlining specific...
[March 2, 2009, 20:19]
Driving IT Help Desk Efficiency with Customer-Centric Remote Support
White Papers The IT help desk is a high-stress environment - and sometimes it can feel downright chaotic. IDC predicts that by 2011, 73 percent of the U.S.workforce will be mobile, inevitably increasing the pressure on the IT help desk.
[October 22, 2009, 9:52]
TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk
White Papers Such considerations were a major factor behind the strategy to integrate its disparate help desk systems. Return on investment was also important when planning the project, and TOTAL was able to evaluate and cost the tangible benefits that BMC...
[January 5, 2007, 0:00]
Organizing the help desk
White Papers Whether you're building a help desk from the ground up or reorganizing an existing shop, the structure you create should be based on your customers' needs, your budget, your business' culture, and the types of services you intend to provide.
[May 25, 2006, 3:17]
CA Leverages Its Own Product - Unicenter ServicePlus Service Desk to Manage Worldwide Help Desk
White Papers With approximately 17,000 employees worldwide, CA is a company that needs a responsive IT help desk. They rely on its own Unicenter ServicePlus Service Desk product to ease the help desk process for everyone involved.
[August 14, 2003, 0:00]
Technology Company Increases Help Desk Productivity With Avaya Interactive Response and Gold Systems Web Administration Program
White Papers A major technology company's help desk supports a variety of business units. These units are located in North America and South America, and they use different technologies with different support requirements.
[May 8, 2007, 1:00]
How Does Your IT Help Desk Measure Up?
White Papers How efficient do you think your IT help desk really is? If you think your IT help desk could do better, it's time for an IT help desk checkup. Evaluating the efficiency of your IT help desk is easy and only takes a few minutes.
[January 13, 2009, 12:10]
Surtigas Centralizes Its Help Desk for 320 Employees, Increasing Quality of Service
White Papers They wanted to build an IT infrastructure that supports the busy help desk and provides management with dynamic customer feedback in a variety of forms to capture data according to the department's needs of services.
[December 7, 2006, 0:00]
Case Study: Choosing a Help Desk Solution at Franklin-McKinley School District
White Papers They tried a monolithic help desk, but users complained that it was too complicated, so they dropped it after just 4 months. Franklin-McKinley School District (San Jose, CA) used to manage IT incidents and help requests on paper, then moved to...
[March 18, 2009, 20:16]
AccessAble Help Desk Client Server
Downloads A comprehensive windows and optional Web based help desk system. Utilizes MS SQL Server on the back end. The Web interface consists of a combination of .asp and .html templates. Both the windows and web applications are included in the site license.
[February 15, 2006, 12:28]
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]
Client Saves Over $200,000 a Month in Support Costs by Signing on CompuCom's Enterprise Help Desk
White Papers A Fortune 500 Technology company was using CompuCom to provide desk side support services and a different firm to provide help desk support. During the months of this arrangement, the help desk dispatched an average of 4,345 calls per month to be...
[April 26, 2006, 0:00]
Case Study Webcast: How a top California School District Chose its Help Desk
White Papers They tried a monolithic help desk system, but users complained that it was too complicated. Franklin-McKinley School District used to manage IT incidents on paper, then via spreadsheet. In this Webcast, the District's Director of IT discusses the...
[November 13, 2008, 23:00]
How BMC Desktop Capture Can Accelerate Root Cause Analysis for Your Help Desk
White Papers BMC is the first to apply the concept of a black box flight recorder to the IT help desk. The presenter of this webcast gives a peek of BMC Desktop Capture and the attendee will learn how it can help to reduce incident documentation time, minimize...
[August 1, 2009, 1:21]
Web Help Desk Pro
Downloads This help desk software Pro edition of Web Help Desk for Mac OS X Server offers an industry leading web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email...
[October 20, 2009, 0:06]
How Flight Recorder Technology Can Enhance Your Help Desk
White Papers BMC is the first to apply the concept of a black box flight recorder to the IT help desk. The presenter of this webcast will provide a peek at BMC Desktop Capture and attendee will learn how it can help to reduce incident documentation time and...
[August 1, 2009, 1:21]
Reasons for Automating a Help Desk
White Papers Whether you call it a help desk, technical support, the problem management center, or even the customer support center, there are several reasons to consider automating your help desk, so that your company has a systematic process and record...
[September 25, 2009, 3:03]
National University of Singapore's New Help Desk Solution Leads to Fewer Calls, Higher Customer Satisfaction
White Papers However, its IT department needed to solve one major issue: The IT help desk handled about 4,000 calls a month, a volume that strained the school's IT resources. Using a combination of onsite resources and a dedicated team of IBM technical analysts...
[October 20, 2006, 0:00]
Transforming Customer Service With the Smart Help Desk
White Papers Instead of merely responding to a disgruntled caller with a problem, then solving the problem, or worse, taking down the information to find a resolution to the problem, Help Desks and Customer Service Centers have to become a resource for the...
[February 10, 2009, 0:20]
