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- Organizing the help desk
- Whether you're building a help desk from the ground up or reorganizing and existing shop, the structure you create should be based on your customers' needs, your budget, your business' culture, and the types of services you intend to provide. This sample chapter, taken from HDI's Service and Support Handbook,...
- Tags: consolidation, customer requirement, ground up, hdi, hdi service, help desk, outsourcing, support handbook
- Download resources 2005-06-01
Additional Resources
- Organizing the help desk
- Whether you're building a help desk from the ground up or reorganizing an existing shop, the structure you create should be based on your customers' needs, your budget, your business' culture, and the types of services you intend to provide. This sample chapter, taken from HDI's Service and Support Handbook,...
- Tags: hdi, help desk, call centers, it operations
- Book chapters 2005-06-01
- gedas USA Case Study: HDI Certified Support Center
- gedas' unique brand of full-service solutions and its strong business process expertise have allowed the company to assume a leading position in the automotive and manufacturing industries and in the field of logistics processes. As gedas USA makes strides toward securing new external customer accounts, becoming HDI certified became increasingly...
- Tags: business process, help desk institute, logistics, supply chain, operational planning, project management, tools & techniques, strategy, business operations, it operations, it service management, management
- Case studies
- Industry Best Practices: Knowledge-Centered Support
- While CRM and help desk applications automate key processes around case management, the problem resolution process still consumes over 80% of ongoing support costs. Cost savings reside in the ability to resolve issues efficiently and reduce escalations. Knowledge-Centered Support KCS is a set of practices that empowers agents and drives...
- Tags: knova software inc., knowledge, industry, help desk, call centers, strategy, it operations, management
- Webcasts
- HDI reinstall Lotus notes
- Hello all Used to be a active member a while ago now back as a newbie! I need to reinstall a copy of lotus notes 5 but dont have a server to replicate with as this is no longer available. Will need to format the HD and start again. Anyone...
- Tags: e-mail servers, groupware, mark.hill@..., ibm lotus notes, ibm corp.
- Discussion threads 2007-08-08
- Hornbill Systems Wins Two Top HDI Industry Awards With Customers Sharp Electronics and Camelot Group Plc
- Sharp Electronics, initially implemented Supportworks in its Customer Information Centre. All the information needed to process a support request is held centrally within the Supportworks database. It acts as the single interface to critical business systems and has replaced a number of standalone databases. Website and email enquiries are directed...
- Tags: supportworks, sharp corp., portals, web technology, storage, databases, internet, hardware, enterprise software, software, data management
- Case studies
- Put Away the Notebook: Cutting Edge Knowledge Management in the Twenty-First Century
- In just the past decade, knowledge management software has grown in sophistication, utility, and power, and is slowly reshaping how the entire support world captures, reuses and delivers solutions to customers. Knowledge management is fast becoming a professional field in its own right, and the development of Knowledge-Centered Support KCS...
- Tags: notebook, knowledge, knowledge management, business intelligence, strategy, enterprise software, software, data management, management
- White papers 2005-11-01
- Talking Shop: Boot camp offers insight for help desk staff
- Client support analyst Patricia Boone has been to many classes and seminars, and some of them have turned out to be real duds. So when someone suggested that she attend the Help Desk Institute's HDI Help Desk Analyst Boot Camp presented by Global Help Desk Services, Inc., she agreed but...
- Tags: angel lopez, david southgate, hdi, help desk, patricia boone
- Technical articles 2003-03-25
- It's now 2 minutes into Friday here. It's [b][i][u]YUK TIME'
- At one time in my life, I thought I had a handle on the The meaning of the word [i][b][u]"service."[/i][/b][/u] [b][i] "It's the act of doing things for other people."[/i][/b] ...
- Tags: sleepin'dawg
- Discussion threads 2007-06-21
- DOWNLOAD: Understanding the revised Fair Labor Standards Act of 1938
- On August 23, 2004 Congress passed revisions to the Fair Labor Standards Act of 1938 that changed the law's overtime provisions and substantially modified the definition of an "exempt" employee. The changes to the FLSA and their accompanying regulations, unfortunately, do not bring a great deal of clarity to the...
- Tags: bill detwiler - techrepublic, download, fair labor standards act, flsa, it management, job description, staffing
- Discussion threads 2005-06-21
- Need help with career change - cisco, microsoft, other ?
- Need help with career change - cisco, microsoft, other ?Am thinking of changing careers and need some advice on which direction to go in.Background:I am currently a Finance & IT Director for a manufacturing engineering company in the UK employing about 35 staff.As well as looking after the finances, I...
- Tags: career, cisco, cisco systems inc., markbagus, microsoft, microsoft corp., network, qualification
- Discussion threads 2006-06-12
- How the revised Fair Labor Standards Act (FLSA) impacts overtime for IT workers
- On August 23, 2004 Congress passed revisions to the Fair Labor Standards Act of 1938 that changed the law's overtime provisions and substantially modified the definition of an "exempt" employee. The changes to the FLSA and their accompanying regulations, unfortunately, do not bring a great deal of clarity to the...
- Tags: fair labor standards act, regulations, government
- Download resources 2005-06-21
- Helpdesk Management
- I am heading the helpdesk managed services of my company. I would like to read and share information on improving helpdesk operations,generating valuable MIS, and those that can enhance my productivity.I am not looking for softwares but useful information in form of url's etcThe Help Desk Institute may be a...
- Tags: call centers, help desk
- Q&A 2005-06-28
- BITS service not starting
- Is there a specific registery setting for the BITS service to run. The service is set to automatic in the GPO but does not start on the local machine. When you try to start - it gives an error: "The Background Intelligent Transfer Service service terminated with service-specific...
- Tags: kenneth.w.jones@..., bits-service
- Discussion threads 2007-05-16
- 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
- Not all IT managers manage technology
- A manager of desktop services wants to leverage his management experience to manage other IT areas. Find out what other IT job titles would be a good fit for this manager, and learn how to side-step title-myopic HR departments.QuestionI’m a former director of desktop services from a larger organization. Simply...
- Tags: call centers, recruitment & selection, strategy, molly joss, knowledge management, information technology, help desk, job, hiring, human resources
- Technical articles 2002-12-19
- Outsourced Service Providers: 5 Ways to Differentiate Your Service Offering
- This paper contains 5 simple ways to enhance the outsourced service offerings. These suggestions will help to improve service levels and quality for the clients, along with differentiating the service with additional offerings. The paper also provides a checklist of capabilities to look for in a service management platform for...
- Tags: service management, outsource, egain communications corp., outsourcing, it services, it operations, business operations, outsourcing & subcontracting
- White papers 2006-05-10
- How to Develop a Service Catalog
- A Service Catalog is a listing of standard services that IT organizations provide to their customers. The Service Catalog is a foundation for defining services and communicating those services to the business. Service Catalog establishes a standard set of deliverables by creating business-oriented agreements associated with Service Levels and their...
- Tags: service, service catalog, product marketing, customer relationship management (crm), strategy, marketing, enterprise software, software, management
- White papers 2006-10-01
- Improve Service Levels With Meaningful Measurement
- Measuring service levels is one of the most important aspects of Service-Level Management SLM. If one cannot accurately measure service levels, one will never be able to improve them. Managing something that is not being measured is not only difficult, it is impossible to quantify success without proof points verifying...
- Tags: service level, service management, service level management, it operations, it service management
- White papers
- MSCS aware application customization
- I have installed a service in two systems which are configured in a cluster environment.I want to monitor the service.An application which is used to set password to the service, will restart the service each time when the password is changed.I want failover to occur when the service is stoped...
- Tags: ananth_bas@..., password
- Discussion threads 2007-05-10
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