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| Nov 21, 2009 |
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IT Management >
IT Departments >
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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
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Definition continues below.
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Help Desks Reports
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11 Matches
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Top 10 Most Overlooked Causes of Trouble in a Cisco Network
sponsored by Global Knowledge
WHITE PAPER:
This white paper is a guide to the top ten causes of trouble in a Cisco network and how to address them, but is not intended to be a troubleshooting guide.
Posted: 06 Nov 2009 | Published: 06 Nov 2009
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Gartner's Magic Quadrant for IT Event Correlation and Analysis
sponsored by BMC Software, Inc
ANALYST BRIEF:
Before investing in an event management solution, you’ll want to know how the product will fit within your overall event-to-incident and problem management processes, including workflow, escalation and integration with service desk tools. Gartner assesses the vendor landscape in their latest Magic Quadrant for IT Event Correlation and Analysis.
Posted: 03 Nov 2009 | Published: 03 Nov 2009
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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
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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
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Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support
sponsored by NTR Global
PRESENTATION:
This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution.
Posted: 29 Oct 2009 | Published: 29 Oct 2009
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VI Service Desk Version 4.0.1 - Free 30 Day Trial!
sponsored by Velocity Integrations Software, Inc.
TRIAL SOFTWARE:
VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change.
Posted: 21 Sep 2009 | Published: 21 Sep 2009
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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: 18 Jun 2009
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Numara Software Webinar - Track It!
sponsored by Numara Software
WEBCAST:
Watch this webinar to get an overview of Numara's Track It! software solution and free trial download that offers everything needed to manage your Help Desk and IT assets while enabling your organization to cost-effectively employ industry best practices.
Posted: 08 Jun 2009 | Premiered: 08 Jun 2009
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Help Desk vs. Service Desk: Which One is Right for You
sponsored by Numara Software
WHITE PAPER:
This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used.
Posted: 21 Apr 2009 | Published: 21 Apr 2009
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Desktop Authority Password Self-Service Version 4.1.1
sponsored by ScriptLogic Corporation
TRIAL SOFTWARE:
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: 15 Apr 2009 | Published: 15 Apr 2009
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Numara® FootPrints Change Management: Solutions for Automating and Managing Change
sponsored by Numara Software
WEBCAST:
View this Webcast to explore the challenges in designing a workable change management process, defining approval workflows and to hear examples of creating audit trails for Sarbanes-Oxley compliance with respect to IT changes.
Posted: 28 Mar 2008 | Premiered: 28 Mar 2008
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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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