Help Desks White Papers ( Helpdesk, Service Desks ) Software Downloads, Definition and Webcasts

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May 25, 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 Reports
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E-Guide: Best practices and considerations to ensure help desk management success sponsored by SysAid Technologies EGUIDE: This e-guide from SearchDataCenter.com explains why it is essential analyze the performance of your service desk to ensure optimal results. Gain expert insight into how to improve IT help desk services with vendor support. And find out how to help staff be more productive by providing them with extra support. Posted: 20 Apr 2011 \| Published: 20 Apr 2011 TOPICS: Call Center Management \| Call Centers \| Help Desk Management \| Help Desk Management Services \| Help Desks \| IT Service Management \| ITIL \| Vendors

Automating User Provisioning: A User’s Perspective sponsored by Oracle Corporation WEBCAST: Catch this FREE webcast to find out how Educational Testing Service (ETS), a private nonprofit organization devoted to educational measurement and research, is leveraging Oracle Identity Manager to meet its user administration needs. Posted: 09 Mar 2011 \| Premiered: Apr 12, 2011, 14:00 EDT (18:00 GMT) TOPICS: Access Control \| Help Desks \| Identity Management \| Productivity \| ROI \| Security \| Security Best Practices \| Test Results \| Testing

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

IT Managers Struggle to Make the Right Service Desk Choice! sponsored by Numara Software ANALYST REPORT: Dynamic Markets Research Demonstrates that Nearly All IT Managers' Service Desk Solutions are Creating Cost Headaches Beyond the Basic Purchase Price. Posted: 16 Dec 2009 \| Published: 16 Dec 2009 TOPICS: CRM \| Help Desks \| IT Management \| IT Management Services \| IT Managers \| IT Service Management \| IT Spending \| Service Level Management \| SLA

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

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: Jun 8, 2009 TOPICS: Compliance (Systems Operations) \| Cost Benefit Analysis \| Desktop Management \| Help Desk Management \| Help Desk Management Services \| Help Desks \| IT Asset Management Software \| IT Best Practices \| IT Service Management

Driving IT help desk efficiency with customer-centric remote support sponsored by GoToAssist WHITE PAPER: Help desk managers servicing large mobile workforces, such as remote employees and workers on the road, face significant challenges. This white paper will examine key IT help desk challenges and reveal the many advantages of customer-centric remote support. Posted: 07 May 2009 \| Published: 01 May 2008 TOPICS: Call Center Services \| Help Desk Management \| Help Desk Management Services \| Help Desks \| Mobile Device Management \| Mobile Workers \| Remote Access Protocols \| Workforce Management Software \| Workforce Planning

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: 05 Mar 2009 TOPICS: Business Intelligence \| Business Process Management \| Customer Service \| Customer Support Software \| Help Desk Management Services \| Help Desks \| IT Infrastructure \| ITIL \| Operational Support Systems

TMA Resources Increases Customer Satisfaction Rates by Four Times with Parature Customer Service™ Software sponsored by Parature, Inc. CASE STUDY: In this case study, TMA needed to streamline and automate its manual customer service process to reduce resolution times and improve satisfaction. Learn how Parature Customer Service software reduced time on manual administrative activities by 25%. Posted: 28 Aug 2008 \| Published: 28 Aug 2008 TOPICS: Customer Satisfaction \| Database Management \| Database Performance Management \| Help Desks \| Software \| Software as a Service

Increased Productivity, Decreased Cost, Happier Employees: First American Meets Its Goals with TechExcel HelpDesk sponsored by TechExcel WHITE PAPER: TechExcel's HelpDesk application is unique in the industry, offering a combination of intuitive interfaces, sustainable performance, and total customizability for a reasonable price. Posted: 19 Aug 2008 \| Published: 19 Aug 2008 TOPICS: Application Life-Cycle Management \| Business Process Management \| CRM \| Customer Satisfaction \| Customer Service Best Practices \| Customer Support Software \| Help Desks \| Productivity \| Project Management

Improving Help Desk Efficiency: Asset Management and Help Desk Optimization sponsored by TechExcel WHITE PAPER: This paper explains how asset discovery, and AssetWise Discovery software, plays a vital role in raising help desk efficiency while maintaining customer satisfaction and resolving problems effectively. Posted: 19 Aug 2008 \| Published: 19 Aug 2008 TOPICS: Application Life-Cycle Management \| Asset Management (Finance) \| Business Process Management \| CRM \| Customer Satisfaction \| ERP \| Help Desks \| IT Services \| ITIL \| Productivity

Best Practices for Home Agents sponsored by Avaya Inc. WHITE PAPER: Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program. Posted: 02 Jun 2008 \| Published: 01 Feb 2008 TOPICS: Best Practices \| Business Continuity Planning \| Contact Centers \| Help Desks \| Security \| VoIP

Thirty-One Best Practices for the Service Desk sponsored by GoToAssist WHITE PAPER: This paper discusses about the thirty one best practices which can serve as the starting point for various evaluation and improvement process. Posted: 20 May 2008 \| Published: 28 Jun 2005 TOPICS: Best Practices \| Hardware \| Help Desk Services \| Help Desks \| ITIL \| Training

Making Life Simpler for Remote and Mobile Workers sponsored by Citrix Online - GotoMyPC WHITE PAPER: Learn why Citrix® GoToMyPC® Corporate is the most secure, cost-effective and easiest-to-manage solution for providing remote access to the desktop. Posted: 20 May 2008 \| Published: 01 Jan 2007 TOPICS: Help Desks \| LAN \| Mobile Workers \| Network Security \| Remote Access Services

DigitalPersona Pro sponsored by DigitalPersona SOFTWARE DEMO: This free product demo shows how DigitalPersona Pro can provide your company with biometric authentication for secure single sign-on. Posted: 15 May 2007 \| Premiered: 01 Jan 2006 TOPICS: Biometrics \| Fingerprinting \| Help Desks \| Identity Management \| Identity Management Software \| Identity Theft \| Password Management \| Password Management Software \| Passwords

Solving the Weakest Link in Network Security: Passwords sponsored by DigitalPersona WHITE PAPER: This paper proposes improving security and authentication by using biometrics. Included are real stories demonstrating how this approach solves the password management nightmare, addresses compliance regulations and eliminates password costs. Posted: 15 May 2007 \| Published: 01 May 2007 TOPICS: Biometrics \| Fingerprinting \| Help Desks \| Identity Management \| Identity Management Software \| Identity Theft \| Password Management \| Password Management Software \| Passwords

Reducing the Costs of IT Security Management sponsored by CA Technologies. WHITE PAPER: This paper highlights some important operational efficiencies that can be gained by deploying an integrated IAM strategy. Learn more about how IAM can help increase user productivity, reduce help desk costs, protect corporate assets and much more. Posted: 15 May 2007 \| Published: 01 Jan 2006 TOPICS: Access Control \| Help Desks \| Identity Management \| Security Management

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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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