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Service Desk/Helpdesk Metrics and Reporting : Getting Started
White Papers This White Paper is for IT Service Desk and Helpdesk Managers who are trying to turn raw data gathered from IT Service Management into information on which informed management decisions can be based. The paper will be useful for those attempting to...
[January 8, 2008, 2:38]
Service Desk Tools - Comparison and Recommendation
White Papers A Service Desk tool must be implemented to facilitate operational processes and procedures for providing internal Service Support and Delivery. This paper provides details on the comparison of various Service Desk tools, and ends with TCS...
[November 17, 2006, 6:32]
Service Desk: Consolidation, Relocation, Status Quo
White Papers A service desk consolidation or relocation is not without exposure, but the potential of providing better customer service is worth the effort. All the tools, examples and analogies in the world will not take the place of effective planning when it...
[February 19, 2007, 0:00]
New HP service desk marks 'decision point'
News HP's revised service desk product strategy represents a "major decision point" for many customers in the Asia-Pacific region, according to an analyst. In an interview, Michael Warrilow, director of Sydney-based analyst company Hydrasight, said HP...
[June 19, 2007, 8:56]
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]
HP ITSM Best Practices for HP OpenView Service Desk
White Papers HP ITSM best practices for HP OpenView Service Desk were designed with these considerations in mind. The ITIL provides a framework of high-level definitions for IT Service Management (ITSM) processes.
[March 15, 2006, 0:01]
The Most Easy-to-Use and Comprehensive 100% Web-Based Service Desk
White Papers This proven, award-winning 100% web-based service desk solution eliminates expensive training, consulting, database programming, and additional staff for support software management from your list of challenges.
[March 17, 2006, 0:01]
Building a Winning Service Desk
White Papers The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level management, and sometime extend beyond traditional...
[May 8, 2009, 4:34]
The Hosted Customer Service Desk - It's About Cost, Control, and Reliability
White Papers One of the newest and most popular alternatives available is the hosted service desk. What are the keys to a successful hosted service desk? This paper helps establish what a full-service, web-based customer service desk solution is and explains...
[March 17, 2006, 0:01]
Forrester Research Report: Thirty-One Best Practices for the Service Desk
White Papers Download the Forrester research report, "Thirty-One Best Practices for the Service Desk," to discover proven industry best practices, processes and technologies, including how to: According to a study conducted by Forrester Research, only 53...
[January 13, 2009, 12:10]
Mapping Unicenter ServicePlus Service Desk Features to Sarbanes-Oxley Control Objectives
White Papers Service desk reporting can often serve as a detective control activity for a wide variety of IT functions. ITIL best practices raise a service desk to the level of preventive control activities a sophisticated service desk can also elevate many...
[January 20, 2009, 2:01]
Trends 2005: IT Service Desk
White Papers In service desk circles, 2005 may well be the year of ITIL. The UK-based IT Infrastructure Library, a set of IT standards, will continue to be the hot topic at IT service desk conferences, and every new release of service desk software stresses...
[May 4, 2009, 5:18]
DON'T USE: Utilizing Magic Service Desk in Your Human Resources Department
White Papers One can improve employee satisfaction and increase administrative efficiency by implementing Magic Service Desk for the Human Resources department. Magic Service Desk tracks employee requests while providing instant answers to policies, and...
[November 30, 2006, 11:22]
Ease of Upgrading and Enhancements in Unicenter Service Desk r11
White Papers Unicenter Service Desk r11 will help accelerate the service and support process, improve productivity, closely align a service desk with the business and help reduce costs. Upgrading to Unicenter Service Desk r11 has never been easier with CA's...
[November 16, 2006, 0:00]
Roche Replaces Remedy ARS With HP OpenView Service Desk
White Papers They decided to switch from several local Remedy ARS systems around the world to one central HP OpenView Service Desk installation. In order to save time, effort and money, Roche started a global service harmonization program.
[October 31, 2008, 0:21]
DON'T USE: The Proactive Service Desk - Desktop Support
White Papers Do you always feel that your service desk is always behind? You will learn how by simply making improvements in self service and incident routing, tracking, and resolution you can to regain control and increase the effectiveness your support services.
[November 30, 2006, 11:16]
The Proactive Service Desk - Desktop Support
White Papers Do you feel that your service desk is always behind? The Proactive Service Desk webinar will show you how you can reduce call volumes, decrease call times and increase analyst and customer satisfaction.
[November 30, 2006, 11:12]
Make Your Service Desk Dynamic with Direct Access to Corporate Contact Records in LDAP-based Directories
White Papers Download this white paper from UniPress Software to learn how integrating your organizations LDAP address book with its service desk operations can reduce overall support costs and boost help desk productivity.
[May 25, 2009, 1:19]
Optimizing ITIL With SRM: Service Resolution Management for the Next-Generation Service Desk
White Papers ITIL provides a proven framework for managing IT processes, and in particular for running the Service Desk. SRM processes and technologies complement and augment ITIL with Knowledge Management (KM) and business process support to address the core...
[March 22, 2006, 0:01]
eSupport Transforms Service Desk Function
White Papers A modern service desk function is about more than just taking problem calls. The service desk at Dow features an innovative eSupport portal designed to enable users to help themselves, while still providing live, personalized service desk support...
[April 1, 2009, 4:51]
