Help Desks White Papers

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May 20, 2013

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Help Desks
ALSO CALLED: Helpdesk, Service Desks DEFINITION: In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem. In many companies, a help desk is simply one person with a phone number and a more or less organized idea of how to handle the problems that come in. In larger companies, a help desk may consist of a group of experts using software to help track the status of problems and other … Definition continues below.
Help Desks White Papers (View All Report Types)
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A Forrester Study: Total Economic Impact of Microsoft Lync Server 2010 sponsored by Microsoft WHITE PAPER: This Forrester Total Economic Impact study provides an in-depth look at how Microsoft Lync Server 2010 can help your organization increase collaboration and communications while reaping numerous cost-saving opportunities Posted: 28 Nov 2012 \| Published: 30 Nov 2010 TOPICS: Collaboration \| Collaborative Applications Software \| Help Desks \| Instant Messaging \| MPLS \| PBX \| Server Hardware \| SIP \| Software Licensing \| Telephones \| Telephony Systems \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| VoIP \| Web Conferences

Linux Related Technical Support Study sponsored by SUSE WHITE PAPER: When it comes to technical support services, not all Linux offerings are created equal. This white paper evaluates three leading Linux vendors on several critical support capabilities, including ease of access to services, knowledge and expertise, and speed and effectiveness of resolution. Posted: 11 Jun 2012 \| Published: 01 Aug 2010 TOPICS: Help Desk Management \| Help Desks \| Linux \| Linux Desktop Environment \| Linux Server Hardware \| Server Hardware \| Technical Support Staff

Avaya Aura Contact Center Scripting Demystified sponsored by Global Knowledge WHITE PAPER: Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code. Posted: 18 May 2011 \| Published: 18 May 2011 TOPICS: Contact Centers \| Help Desk Management \| Help Desks \| Scripting \| Scripting Languages \| Service Creation \| Service Creation Tools \| Text Editors

The Perfect Combo: ITIL, I.T. Service Management, and Social Media sponsored by BMC Software, Inc. WHITE PAPER: Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction. Posted: 20 Aug 2012 \| Published: 20 Aug 2012 TOPICS: Customer Service \| Help Desk Management \| Help Desks \| Infrastructure Management \| IT Infrastructure \| IT Service Management \| ITIL

The Growing Importance of IT Support Services sponsored by Hewlett-Packard Company WHITE PAPER: This white paper takes a closer look at the support services marketplace and focuses on one key player that is receiving a lot of attention from IT professionals. Discover emerging trends shaping the landscape for this technology and determine whether your business could benefit from establishing a contract with this provider. Posted: 27 Jul 2012 \| Published: 01 Nov 2011 TOPICS: Data Center Management \| Data Centers \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks \| High Availability \| IT Management

Putting Dispatch in the Driver’s Seat sponsored by ConnectWise WHITE PAPER: Access this essential white paper to learn how to implement an effective dispatch strategy in your help desk. Learn about benefits like efficient ticket handling, increased credibility with your clients and more. Posted: 25 Apr 2012 \| Published: 24 Apr 2012 TOPICS: Channel Management \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks

Building and Operating a Network Operating Center (NOC) and Help Desk sponsored by ConnectWise WHITE PAPER: Access this white paper to learn about the importance of providing a network operating center (NOC) or help desk to your clients. This white paper outlines different NOC/help desk models and tips to build successful services. Posted: 25 Apr 2012 \| Published: 24 Apr 2012 TOPICS: Channel Management \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desk Management Services \| Help Desks \| Network Operations Centers

Best Practices for Mobile Device Support sponsored by LogMeIn, Inc. WHITE PAPER: Uncover the driving growth of mobile devices in the workplace and four best practice tips for how your business can support mobile devices. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: Help Desks \| Mobile Device Management \| Mobile Device Management Software \| Mobile Workers \| Remote Access Software \| Smart Phones \| Tablet PC

Best Practices for Mobile Device Support sponsored by LogMeIn, Inc. WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Help Desk Software \| Help Desks \| Mobile Device Management \| Remote Access Software \| Smart Phones \| Tablet PC

SDI Best Best Practices: Benchmarking for Service Desk Support sponsored by Citrix Online- GoToManage WHITE PAPER: The best way to continually improve and to deliver the best service is to measure, trend and set goals for your services and then benchmark against yourself - this is the very definition of service improvement and this guide will show you some simple ways in which you can accomplish this. Posted: 12 Oct 2011 \| Published: 12 Oct 2011 TOPICS: Communications Networks \| Communications Systems \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks \| Unified Messaging \| Unified Messaging Systems

Recruit and Build the Right Team for Your Service Desk sponsored by Citrix Online- GoToAssist WHITE PAPER: Access today's exclusive white paper to learn important information regarding best practices of managing the people on your organization's help-desk. Posted: 06 Oct 2011 \| Published: 06 Oct 2011 TOPICS: Help Desk Management \| Help Desk Management Services \| Help Desks \| Human Resources Management \| Human Resources Services \| Management Training \| Recruiters \| Recruiting Services

Social Media Moves into Mainstream IT Service Management sponsored by CA Technologies. WHITE PAPER: This white paper focuses on the evolving role of social media in service desk management. Read on to learn more about social media trends in ITSM, the new culture for service desk management, the benefits of improved self-service access via social media and how social media applies to Service Desk in terms of collaboration, community, etc. Posted: 29 Aug 2011 \| Published: 24 Aug 2011 TOPICS: Collaboration \| Customer Self-Service \| Help Desk Management \| Help Desks \| IT Service Management \| ITIL \| Social Computing \| Social Networking

Balancing Risk and Innovation with Sourcing Alternatives: Helping IT managers and CIOs raise the ROI of IT sponsored by IBM WHITE PAPER: This paper explains how clients can balance risk and innovation through the use of services from IBM. Posted: 20 May 2011 \| Published: 01 Dec 2010 TOPICS: CIOs \| Cloud Computing \| Desktop Management \| Help Desk Management \| Help Desk Management Services \| Help Desks \| Managed Security Services \| Risk Management

Recruit and Build the Right Team for your Service Desk sponsored by Citrix Online UK WHITE PAPER: An organization is only as successful as the people who run the Service Desk. Check out this white paper and explore key ways you can recognize the right people to help build your Service Desk team. Posted: 16 May 2011 \| Published: 16 May 2011 TOPICS: Help Desk Management \| Help Desk Management Services \| Help Desks \| Recruiting Services \| Training \| Training and Educational Services

Humanising the Service Desk sponsored by LogMeIn, Inc. WHITE PAPER: Due to technological advances, managers are considering how they operate Service Desks and how they can improve the way they support customers. In this paper, identify key ways to keep the Service Desk human while ensuring customer service stays front and centre. Posted: 10 May 2011 \| Published: 10 May 2011 TOPICS: Customer Satisfaction \| Customer Service \| Help Desk Management \| Help Desks \| Network Management \| Remote Support Services

Legacy Remote Control Tools: Not Built for Today’s Helpdesk sponsored by LogMeIn, Inc. WHITE PAPER: This paper explores the challenges and hidden costs of supporting a remote workforce with legacy tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to reduce costs. Posted: 17 Jan 2011 \| Published: 11 Jan 2011 TOPICS: Applications Management \| Enterprise Systems \| Help Desk Management \| Help Desks \| Legacy Applications Software \| Mobile Device Management \| Remote Control Software \| Remote Offices \| Remote Users \| VPN

The State of IT Systems Management sponsored by Kaseya WHITE PAPER: This white paper is the culmination of the survey results, painting a complete and accurate picture of the most common IT issues affecting IT professionals and Kaseya’s solution to solving these problems. Posted: 13 Aug 2010 \| Published: 13 Aug 2010 TOPICS: Help Desks \| IT Infrastructure \| IT Services \| IT Systems \| ITIL \| Regulations \| Systems Management

Collaborative IT: A Pragmatic Approach for Bringing the Service Desk and Operations Together sponsored by Hewlett-Packard Company WHITE PAPER: This reports looks at best practices and technologies that can support an effective integration of the Service Desk and Operations teams. The report focuses on closed loop incident and problem management, as well as end-to-end change and configuration management, with a particular focus on automation. Posted: 22 Jul 2010 \| Published: 22 Jul 2010 TOPICS: Business Intelligence \| Business Management \| Business Process Management \| Change Management \| Configuration Management \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks

7 Habits of Highly Effective Contact Centers and Help Desks sponsored by eGain Communications Corp. WHITE PAPER: In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth. Posted: 17 Feb 2010 \| Published: 17 Feb 2010 TOPICS: Business Process Management \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desks \| Knowledge Management

Top Ten Essentials for Privileged Account Management sponsored by FoxT WHITE PAPER: In this white paper, discover how you can effectively and efficiently control privileged accounts using the latest in adaptive access controls management. You will also learn about how to leverage the latest in Role-Based Access Controls. Posted: 01 Feb 2010 \| Published: 01 Feb 2010 TOPICS: Database Administration \| Database Administrators \| Help Desk Management \| Help Desks \| Network Management \| Security Architectures \| Systems Management

Mobilizing I.T. Support to Achieve Efficiency, Speed, and Effectiveness sponsored by BMC Software, Inc. WHITE PAPER: To survive in today's economy, your IT organization will face increasing pressure to do more with less and work from anywhere at anytime. Imagine how much more productive your service desk personnel could be if they were able to periodically manage and respond to issues from the field, rather than having to check in at their desktops. Posted: 26 Jan 2010 \| Published: 26 Jan 2010 TOPICS: Help Desks \| IT Best Practices \| IT Management \| IT Services \| Mobile CRM \| Remote Computing \| Remote Support Services \| Wireless Computing

Selection Criteria for Remote Support Tools: “Best-of-Breed” Products Speed ROI for Technology Investment sponsored by NTR Global WHITE PAPER: Remote support technology is a very popular service and support automation tool for high-tech companies. Freeware and shareware options are available, but come with their own risks. Leveraging a best-of-breed product can improve operational efficiency and customer satisfaction. Read on to learn what to look for in a remote support platform. Posted: 29 Oct 2009 \| Published: 29 Oct 2009 TOPICS: Customer Support Software \| Help Desk Software \| Help Desks \| Remote Access Software \| Remote Computing \| Remote Control Software \| Remote Support Services

The 10 Worst Practices for Technical Support and How to Overcome Them sponsored by NTR Global WHITE PAPER: This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well‐intentioned management blunders and discuss good and bad uses of support technology. Posted: 29 Oct 2009 \| Published: 29 Oct 2009 TOPICS: Customer Support Software \| Help Desk Management \| Help Desk Software \| Help Desks \| Remote Access Software \| Remote Control Software \| Remote Network Management \| Remote Support Services \| Troubleshooting

Guide: Desktop Authority Password Self-Service sponsored by ScriptLogic Corporation WHITE PAPER: Desktop Authority® Password Self-Service™ provides an easy-to-use, robust system for allowing users to reset their own forgotten passwords or locked accounts, eliminating the biggest source of help desk calls. Posted: 27 Aug 2009 \| Published: 03 Jun 2009 TOPICS: Help Desks \| Password Management Software \| Passwords \| Self-Service Applications Software \| SQL Server \| User Interfaces \| Windows

Why You Should Take a Holistic Approach to ITIL and Service Support sponsored by BMC Software, Inc. WHITE PAPER: In these tough economic times, how do you address the challenge of reducing costs without diminishing your service quality? Companies can lower costs significantly and meet the growing demand for services by taking a more holistic approach. This paper discusses the importance of taking a unified approach to service support management and... Posted: 18 Jun 2009 \| Published: 15 Jun 2009 TOPICS: Change Management \| CIOs \| Configuration Management \| Help Desks \| IT Service Management \| IT Services \| ITIL \| Service Level Management \| Service Process Optimization Software \| Workforce Planning

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HELP DESKS DEFINITION (continued): … special software to help analyze problems (for example, the status of a company's telecommunications network).Typically, the term is used for centralized help to users within an enterprise. A related term is call center, a place that customers call to place orders, track shipments, get help with products, and so forth. The World Wide Web offers the possibility of a new, relatively inexpensive, and effectively standard user interface to help desks (as well as to call centers) and appears to be encouraging more automation in help desk service. Some common names for a help desk include: Computer …

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