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service desk (112 results)
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- ITIL® Practitioner: Support and Restore Management
- View Available Dates and LocationsThis ITIL Practitioner training course focuses on the ITIL processes of Incident Management, Problem Management, and Service Desk functions. Learn to optimize the quality of service by applying the ITIL best practices, and learn to more effectively respond to incidents and problems as...
- Training 2008-01-01
- Service Desk Scheduling
- Hi Guys,In my previous job, a Workforce Management Team used to handle the scheduling for my group. I just gave them the daily call/email arrival patterns, AHT, SLA targets, # of agents on board, and other shrinkage attributes. Then, they will just provide me the monthly schedule based on the...
- Discussion threads 2007-11-18
- FINAL HP OPENVIEW SERVICE DESK NEWS
- August 31, 2007Today, nearly 10 years after the first Service Desk version was released, HP managementhas officially closed down the office where the product was initially created. While they claim that the main reason was due to cost reduction and the fact that they couldnot support two competitive products (Service...
- Discussion threads 2007-09-02
- IT Inventory Assets and Service Desk support
- I am looking for a Good way to keep track of IT assets, warranty etc. In addition to offer a better service to users, for example to keep track of computer repair or tech support. A way to keep monitoring technician and provide info to users about their service ticket.How...
- Discussion threads 2007-05-19
- Service Desk Call Categories
- I am implementing my 3rd Service Desk each one has been from a seperate vendor. I am trying to convince my client of a way of call categorisation and priorities that i have determined. This has led me to maybe question my categorisations and priorities. Would anyone be willing to...
- Discussion threads 2007-02-28
- Knowledgebase procedures and policies
- We are implementing a Service Desk with a knowledgebase component. I am interested in existing policy/procedures manuals for ensuring consistency in the submission, indexing, approvals process etc for articles, documents, etc for the knowledgebase.All assistance appreciated.
- Discussion threads 2007-02-22
- Service Desk Costing
- I am trying to figure out if I am spending too much on my outsource service desk without having to send the entire thing out to bid with different vendors. Does anyone have any sugguestions on how I could getting costing data for an outsourced helpdesk?Many Thanks!!!
- Discussion threads 2007-02-14
- IT & Furniture Asset Management
- My company has been struggling with the Track-It! inventory module for years. The Help Desk module works very well for us, but when it comes to inventory we have to keep track of network assets as well as furniture and appliances.As it stands now we aren't using the inventory...
- Discussion threads 2007-01-16
- IT isn't enough!!
- As strange as this may seem, sometimes IT knowledge is not enough. I am sure that we have all at one time or another run across a person who knows everything that there is to know about the problem you are having, however they are unable to help you. U
- Discussion threads 2006-11-01
- Where to find what to track?
- I'm tasked with researching what information is considered best to track for a help desk. I know that tracking information is vital to measuring performance and improvement, but what information (for a helpdesk/service desk) is considered industry standard/best practices to track?I'm hoping to find white papers, books, any resources that...
- Discussion threads 2006-07-26
- 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?
- Discussion threads 2006-04-14
- Continuum
- Continuumblog rootSkeptologyTo be sceptical about the capacity of computer technology to meet the needs of individuals and communities, and to be sceptical about the capability of individuals and communities to take up the benefits and responsibilities of technology kinda takes the...This post originally appeared on an external websiteConcepts in Security...
- Discussion threads 2006-01-18
- HP OpenView Service Desk
- My employer uses HP OpenVeiw Service Desk, about every 4 to 6 months I get a "Unexpected EOF" error.I have tried a dirty reinstall of the application and a clean reinstall after searching and deleting files, folders and the registry references for any thing related to HP outside of device...
- Discussion threads 2005-11-18
- Incident, Problem and Event Management: The IT Process Wars!
- Join TechRepublic's Bob Artner as he and Gartner Analyst Deb Curtis, explore the barriers between groups in the IT organization that limit the success of the problem management process and provides advice to help overcome the IT process wars. During the conversation you will hear several case studies that...
- Webcasts 2005-09-28
- Gartner's 2003 IT Service Desk Magic Quadrant vendor analysis
- By Kris BrittainEnterprises acquiring new service desk tools or replacing current ones must prepare a detailed analysis of their critical requirements and align and weight them based on key business needs prior to tool selection. Enterprises should place greater emphasis on the ability-to-execute criteria for longer-term decisions, especially considering the...
- Technical articles 2003-06-11
- 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...
- Case studies
- CA Relies on Its Own Unicenter Network and Systems Management r11.1 and Unicenter Service Desk r11.2 Solutions to Ensure Service Availability Company-Wide
- CA, one of the world's largest Information Technology IT management software companies, unifies and simplifies the management of enterprise-wide IT. CA's GIS Global Information Services organization uses more than 100 CA software solutions to ensure around-the-clock IT services for employees, partners and customers worldwide. Due to the size and complexity...
- Case studies
- 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...
- White papers 2007-02-01
- Improve the Efficiency of Your Service Desk
- Are you looking for ways to eliminate increasing IT service desk demands? Are you trying to enable users to resolve some of their more basic issues, including password reset, through user self-service? This paper examines the role of password management including support capabilities and solution economics, and demonstrates...
- White papers 2007-06-04
- Can HP OpenView Service Desk and Alignability Provide ITIL Out-of-the-Box?
- This webcast covers the HP ITSM Express Pack on the basis of HP OpenView Service Desk (versions 4.5 and 5.0) as well as the Alignability process model. It provides an insight into HP ITMS Express Pack and outlines the added value if used with Alignability under HP OpenView Service Desk....
- Webcasts
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