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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]
Required reading for help desk managers
White Papers The books on our required reading list for help desk managers offer valuable information for new IT managers and seasoned leaders. Tell us why we should add them to our required reading list for help desk managers.
[May 19, 2006, 1:00]
Prioritize help desk requests with this call-level chart
White Papers Prioritizing support calls is a critical process for providing high-quality, efficient service, enabling help desk techs to quickly and accurately rank and route calls by their importance and the expertise required to resolve them.
[May 23, 2006, 1:00]
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]
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]
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]
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]
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]
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]
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]
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]
Small Business Webcast: Use SharePoint Services to Contact Your Help Desk (Level 100)
White Papers Are you looking for a way to enable users in your organization to contact your help desk? In this webcast, learn how to set up a help desk connection for all your users and quickly access your company's computer support team through a SharePoint...
[July 21, 2005, 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]
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]
Avocent Achieves a More Efficient Help Desk
White Papers Although the company leads the market with connectivity and manageability solutions, they needed a little help with the efficiency of their help desk. After a thorough selection process, Avocent chose Soffront CRM as a central portal for tracking...
[July 11, 2006, 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]
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]
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]
QUAD Help Desk Client Server
Downloads QUAD Help Desk Client Server Edition was developed for those who prefer to use Microsoft's SQL Server 2005 as the backend database. The front end will be familiar to those who have used QUAD HD Standard or Pro Edition.
[August 1, 2006, 17:28]
