Sponsored White Papers, Webcasts, and Downloads
Additional Resources
- Help Desk/Service Management Software: Hornbill
- Anyone using Hornbill Supportworks for their Help Desk/Service Desk IT Service Management tool suite? If so, how has it performed? Did it meet your expectations? How was the development and implementation? How "out of the box" was it?How long did it take to implement/go-live?
- Tags: dsnethen, e-mail, Help, help desk, Hornbill, Hornbill Supportworks, itil, itsm, service desk, software, support, user services
- Discussion threads 2006-04-14
- Magic Service Desk Suite - Demonstration
- Magic Service Desk Suite v8 is designed to meet the needs of small and mid-size business, automate service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library ITIL best practices, the industry standard...
- Tags: Service Desk, BMC Software Inc., Service Management, Industry Standard, Help Desk, It Services, Call Centers, It Operations
- Webcasts
- Operational Efficiency and Customer Satisfaction for Mid-sized Business
- Small-to-mid-sized businesses SMB have their "IT" hands full. Not only do they have the same struggles as their larger counterparts to meet the needs of both end users and executives, but they must do so with a smaller budget and fewer staff. This informative white paper provides insight into the...
- Tags: Service Desk, BMC Software Inc., Midsize Business, Customer Satisfaction, Small And Medium Business, Remedy Corp., Smb/Sme, It Services, It Management, It service Management
- White papers 2004-09-01
- Countrywide Financial Corporation Improves Service Desk Productivity With BMC Remedy Help Desk
- IT staff at Countrywide wanted to find a service desk solution that could be scaled or adapted to meet current business needs and cut down on the time support staff spent entering help tickets. Countrywide selected BMC Remedy Help Desk because of its flexibility, adaptability, and scalability. This resulted in...
- Tags: Service Desk, BMC Software Inc., Financial, Remedy Corp., Help Desk, It Management, It Services, It Operations, It service Management
- Case studies
- How One Credit Union Restored Users' Trust in its Help Desk System
- When the Addison Avenue Federal Credit Union spun off from its parent company, Hewlett-Packard, in 2002, it needed to build its own IT infrastructure and help desk. Dissatisfied with the clunky method by which it had previously handled service tickets, the credit union sought a customizable, Web-based service desk solution...
- Tags: Service Desk, BMC Software Inc., Remedy Corp., Help Desk, Call Centers, It Management, It Operations, It service Management
- Case studies
- Air Force Pentagon Communications Agency Boosts Help Desk Performance
- The Air Force Pentagon Communications Agency provides critical IT systems to the Office of the Secretary of Defense and the Headquarters- United States Air Force at the Pentagon. AFPCA started out working in a highly decentralized database environment, operating a number of different homegrown systems. In 1996, AFPCA migrated these...
- Tags: Agency, Air Force, Pentagon, Help Desk, Call Centers, It Operations
- Case studies
- Magic Service Desk Suite for the Small and Mid-Sized Business
- Magic Service Desk Suite 8.0 is designed to meet the business requirements, automate the service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library ITIL best practices, the industry standard framework for IT...
- Tags: Service Desk, BMC Software Inc., Service Management, Industry Standard, Small And Medium Business, Magic Service Desk Suite 8.0, Help Desk, It Services, Call Centers, It Operations
- White papers
- What else can the help desk do?
- The help desk does not have to confine its activities to the traditional roles of reporting faults, password resets, change requests, software advice and so on. The great asset of the help desk is that it is manned during all working hours so that if any thing...
- Tags: Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-02-17
- 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
- Hi-Tech Mold & Engineering Achieves Full Return on Investment of Magic Service Desk Suite
- Hi-Tech Mold & Engineering (Hi-Tech) designs and builds production and prototype molds for the plastics industry. To meet its goals of unsurpassed Hi-Tech needed a way to automate the process and track frequent issues. A range of help desk software was surveyed. The Magic Service Desk Suite, a Remedy IT...
- Tags: Service Desk, BMC Software Inc., Microsoft SQL Server, Product, ROI, Help Desk, It Management, Call Centers, Databases, It Operations, It service Management, Enterprise Software, Software, Data Management
- Case studies
- 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
- 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
- Arcelik Achieves 98% Customer Satisfaction and Saves ?420,000 With Unicenter ServicePlus Service Desk
- Arcelik A.S¸ Arcelik is headquartered in Istanbul, Turkey and manufactures, markets, and provides after sales service of household appliances. The company needed a service desk solution that would meet its Six Sigma quality standards of today along with its demands for tomorrow. To solve this the company implemented Unicenter ServicePlus...
- Tags: Service Desk, CA Unicenter, Customer Satisfaction, Arcelik, It Services
- 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
- Mapping Unicenter ServicePlus Service Desk Features to Sarbanes-Oxley Control Objectives
- The Sarbanes-OXley Act SOX requires IT departments to demonstrate that there are systems in place to ensure the integrity of the financial applications that depend on IT processes and resources. To meet compliancy requirements, SOX auditors look for control objectives and activities that will prevent material weaknesses that may result...
- Tags: Service Desk, CA Unicenter, Sarbanes-Oxley Act, Information Technology, Computer Associates International Inc., Sarbanes-Oxley, Regulatory Compliance, It Services, Regulations, Government, Financial Accounting, Finance, Human Resources, Policies And Procedures
- White papers 2005-06-06
- 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
- TechRepublic Pro's Business Case Template: New Help Desk/Support Staff
- The support and help desk staff serves critical functions within organizations. Whether a firm operates as a nonprofit entity, small business, medium-size enterprise, or global multinational corporation, these staff members help the organization and its end users to fully maximize the organization's technology investment.If your organization believes a new help...
- Tags: Business Case, Organization, Help Desk, Call Centers, It Operations
- Download resources 2006-02-07
- 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
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