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TechRepublic Resources
- Members sound off on working an enterprise help desk
- Is working an enterprise help desk important for building a support tech's career? Find out what your fellow TechRepublic members think.In Response offers a weekly roundup of feedback from TechRepublic members intended to help inform you and your peers about critical issues in the world of IT. This week, TechRepublic...
- Tags: Call centers, Bill Detwiler, help desk, enterprise help desk, TechRepublic Members
- Technical articles 2000-11-02
- Talking Shop: Working for an enterprise help desk can help your career
- Working on the help desk for larger organizations can offer greater challenges and rewardsIt has been my experience that unless you’ve worked on an enterprise help desk, the IT community doesn’t feel that you have truly mastered the technical support trade. Like most professions, IT support has a hierarchy of...
- Tags: Call centers, Strategy, Bill Detwiler, career, enterprise help desk, help desk, support tech, information technology
- Technical articles 2000-10-13
Additional Resources
- Client Saves Over $200,000 a Month in Support Costs by Signing on CompuCom's Enterprise Help Desk
- 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 resolved at the user location by CompuCom's field...
- Tags: Client, CompuCom, Help Desk, Call Centers, It Operations
- Case studies
- Service Desk 5.0 in the HP OpenView Ecosystem
- HP OpenView Service Desk, or Service Desk, is an excellent product to manage the Adaptive Enterprise because it provides in a single package an implementation of the following three components: CMDB, ITIL Service Support and Service Delivery, and Service Level Management. Not only are these components gathered together in the...
- Tags: Service Desk, Hewlett-Packard Co., HP OpenView, It Services, Utility Computing, It Management, It service Management
- White papers 2005-08-01
- Building a Winning Service Desk
- 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 IT Services. This paper gives a roadmap and key considerations for setting up an efficient...
- Tags: Service Desk, It Services
- White papers 2005-08-24
- Combining Identity Management and Help Desk Tools to Increase Efficiency and Reduce Support Costs
- In today's enterprise environments, help-desk personnel deal repeatedly with identity management tasks. In a large percentage of these cases, help-desk personnel assist users with requests to reset passwords, update user profiles and carry out other identity management tasks. This practice causes a continuing drain on skilled help-desk resources, which otherwise...
- Tags: Hewlett-Packard Co., Identity Management, Help Desk, Call Centers, Authentication/Encryption, It Operations, Security
- White papers 2006-04-01
- Is there no career opportunity for the Help Desk pro?
- In a piece published today on Computerworld, Thomas Hoffman writes that people look at the career opportunities for Help Desk pros two ways: One, that the Help Desk is a dead-end job and two, that it is a perfect opportunity to see how a company works and flex your people...
- Tags: Help Desk, Call Centers, Professional Development, It Operations, Career, Toni Bowers
- Blog posts 2008-04-30
- How Does Your IT Help Desk Measure Up?
- Today's IT help desks must respond to their companies' ever-growing service needs - without increasing their already strained staff and budgets. How efficient do you think your IT help desk really is? If you think your IT help desk could do better, it's time for an IT...
- Tags: Information Technology, Strategy, Management
- White papers 2006-08-14
- Service Level Management: Mastering Concepts & Strategies
- Developing and implementing a Service Level Management SLM methodology and associated Operating Level Agreements OLAs and Service Level Agreements SLAs can be among the most challenging, time-intensive tasks that you will undertake in your IT Enterprise and your Service Desk. This presentation addresses what it takes for you to determine...
- Tags: Service Desk, Strategy, Service Level Management, Service Management, It Operations, It service Management
- Webcasts
- Meet help desk challenges with our IT Help Desk Survival Guide, Second Edition
- PMCreating A Help Desk
- Tags: IT Help Desk Survival Guide, Meet help desk, Second Edition, help desk managment, ronbhs@..., it management, help desk, information technology
- Discussion threads 2006-08-12
- J2EE and Scripting Languages
- Scripted Help Desk and Service Desk applications may appear to be easy to develop at first, but very quickly grow to become a nightmare to support and maintain. Further, they tend to struggle under high load conditions due mainly to the single-threaded access to the database. Scripted solutions are often...
- Tags: Scripting Language, LiveTime, Help Desk, Application Servers, J2Ee, Call Centers, It Services, Middleware, It Operations, Enterprise Software, Software, Software Development, Software/Web Development
- White papers 2007-02-01
- CA Leverages Its Own Product - Unicenter ServicePlus Service Desk to Manage Worldwide Help Desk
- With approximately 17,000 employees worldwide, CA is a company that needs a responsive IT help desk. They rely on its own Unicenter ServicePlus Service Desk product to ease the help desk process for everyone involved. Worldwide, 75 CA call center technicians take more than 4,000 calls per week. The result...
- Tags: Service Desk, CA Unicenter, Computer Associates International Inc., Help Desk, Call Centers, It Operations
- Case studies
- Changepoint PSA and Help Desk
- Our organization is going to implement Changepoint PSA for IT project management and help desk. I am interested in hearing from anyone who is using this application for their help desk and your experiences with this application as it relates to a typical help desk/desktop support environment. Thanks...
- Tags: Call centers, help desk, Changepoint PSA
- Discussion threads 2005-02-07
- LiveTime Web Services
- Enterprises currently faced with the challenge of integrating and extending their investments in sophisticated business applications such as ERP, CRM and Service Desk, are increasingly turning to Web services. As a result, many businesses looking to better leverage their IT assets and provide their organizations with the agility needed to...
- Tags: Web, Web Service, Web Services, Channel Management, Enterprise Software, Software, Marketing
- White papers 2006-03-14
- Desk Doctor (Low Resolution) (exe)
- Desk Doctor gives you a new way to prevent and rehabilitate RSI at your desk. You avoid the chronic illnesses, such as carpal tunnel syndrome and tendonitis, which are now workplace epidemics. Desk Doctor detects and rehabilitates problems even before you feel them. First the program guides you through on-screen...
- Tags: Desk, Workplace, Recruitment & Selection, Human Resources, Workforce Management
- Software downloads 2007-02-08
- Measure help desk performance more effectively
- This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines different approaches to measuring help desk performance. Accurately measuring help desk performance is challenging. Statistics that seem impressive at first glance are often misleading when examined more closely. Help desk managers must look...
- Tags: Performance, McGraw-Hill Companies, Help Desk Performance, Help Desk, Call Centers, It Operations
- Book chapters 2005-07-06
- Desk Doctor Low Resolution OSX (dmg)
- Desk Doctor gives you a new way to prevent and rehabilitate RSI at your desk. You avoid the chronic illnesses, such as carpal tunnel syndrome and tendinitis, which are now workplace epidemics. Desk Doctor detects and rehabilitates problems even before you feel them. First the program guides you through on-screen...
- Tags: Desk, Workplace, Recruitment & Selection, Human Resources, Workforce Management
- Software downloads 2007-06-07
- Web Services and Service Management
- Enterprises currently faced with the challenge of integrating and extending their investments in sophisticated business applications such as ERP, CRM and Service Desk, are increasingly turning to Web services. As a result, many businesses looking to better leverage their IT assets and provide their organizations with the agility needed to...
- Tags: Service Desk, Web, Service Management, Web Service, Web Services, Channel Management, It Services, Enterprise Software, Software, Marketing
- White papers 2007-02-01
- Help Desk/Asset Mgment Software Solution
- I am looking for a Help Desk with integrated Asset Management Software Solution for a larger enterprise. So far I'm looking at Remedy, Tivoli, Clarify. Do you have any other solutions?Thanks.HelpSTARTrack-it - Blue Ocean SoftwareHP OpenView ServiceDesk with Configuration Management ...If you need more information I could help...
- Tags: Help, it management, seanbennett88@..., Software Solution
- Q&A 2005-07-04
- Service Desk Intelligence Solution Solves Reporting Dilemma at Antares Management Solutions
- Antares Management Solutions is an information technology and business process outsourcing firm based in Westlake, Ohio. HP OpenView Service Desk is a robust IT service desk solution that provides the enterprise with an overview of its IT services. Its modular approach, centered on ITIL and core IT services, offers the...
- Tags: Service Desk, Information Technology, Service Desk Intelligence Solution, Antares Management Solutions, HP OpenView Service Desk, It Services
- Case studies
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