Previous
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]
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]
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, 1:00]
TechRepublic Real World Guide: Improving Help Desk Service Levels
White Papers The TechRepublic Real World Guide: Improving Help Desk Service Levels collects proven recommendations for developing proper end user-support ratios, establishing policies for communicating with users, improving service levels and more.
[May 18, 2006, 1:00]
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]
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]
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]
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]
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]
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]
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]
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 20, 2009, 16:48]
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]
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]
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]
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]
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]
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]
