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Enterprise and Web 2.0 application support in a modern mainframe environment
See how IBM WebSphere Portal software can help you develop a Web presence based on individual needs while unlocking value for customers and employees.
Sponsored by: IBM
Date: December 2008 |
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Microsoft Dynamics CRM 4.0: Enterprise Performance and Scalability
Gain a 360-degree view of your customers, adapt quickly to business change, and accelerate project delivery with Microsoft Dynamics CRM.
Sponsored by: Microsoft
Date: March 2008 |
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Case Studies - Extreme Savings with Riverbed
Read how 4 very different companies all cut their network and IT costs -- while improving application performance and business processes -- with WDS.
Sponsored by: Riverbed
Date: April 2008 |
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Streamline Your Business with Innovative Tools
Take a look at how these real-life companies of various sizes now use Web-based solutions to thrive even in today's tough economic times.
Sponsored by: Citrix Online
Date: February 2009 |
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Driving IT Help Desk Efficiency with Customer-Centric Remote Support
Download this paper to learn why more companies are turning to Web-based, customer-centric remote support to support a burgeoning remote workforce. (Citrix Online)
Sponsored by: Citrix Online
Date: October 2008 |
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Help Desk NOW Case Study: Autocraft Electronics Autocraft Electronics (AE), a division of Aftermarket Technology Corporation, was awarded a special customer satisfaction campaign that was projected to last 9-12 months with fluctuating... Company: Help Desk NOW | Help Desk NOW |
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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...
Company: McGraw-Hill Professional
Date: July 2005 |
McGraw-Hill Professional |
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Learn critical success factors for optimal help desk organization
This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines the different ways help desks are organized and structured.When determining a...
Company: McGraw-Hill Professional
Date: June 2005 |
McGraw-Hill Professional |
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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... Company: CompuCom Systems | CompuCom Systems |
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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...
Company: Hewlett-Packard (HP)
Date: April 2006 |
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Require help desk analysts to make the most of down time
During this 16-minute podcast, help desk guru Jeff Davis and TechRepublic Section Editor Bill Detwiler explore the issue of help desk time management.Should help desk...
Company: TechRepublic
Date: May 2006 |
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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... Company: CA (Computer Associates) | 
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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...
Company: Citrix Online
Date: August 2006 |
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Federal Government Agency: Upgrading ARS, Help Desk, and Change Management This federal government agency designs, prints, and furnishes a large variety of security productions and other special security documents. RIGID Systems' customer ran an older... Company: RIGID Systems | RIGID Systems |
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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'...
Company: HDI
Date: June 2005 |
HDI |
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TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk As the fastest-growing fuel brand in the United Kingdom, oil and gas multinational TOTAL UK has a powerful presence. For TOTAL UK Limited, improving efficiency... Company: BMC Software | 
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Training and Consulting Firm Created an Efficient Internal Help Desk
FranklinCovey realized that it needed a better way to handle help desk requests while ensuring daily operations. However, given that the current help desk was...
Company: Electronic Data Systems
Date: July 2007 |
Electronic Data Systems |
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10 ways to get your help desk ready to support a new rollout
Rolling out a new app or system can wreak havoc if support is handled as an afterthought. These tips will help you plan and manage...
Company: TechRepublic
Date: March 2006 |
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IT Help Desk Survival Guide, Third Edition
Burn your own CD version of TechRepublic's IT Help Desk Survival Guide, Third Edition. This download is a complete image of the CD available formerly...
Company: TechRepublic Pro
Date: June 2007 |
TechRepublic Pro |
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Department of Defense Organization Offers One-Stop Shop for All Service Requests With BMC Remedy Help Desk This Department of Defense organization is comprised of almost 50,000 individuals who serve the U.S. military worldwide, 24 hours a day, seven days a week.... Company: BMC Software |
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Deloitte Outsourcing Uses mySAP CRM to Provide High-Quality Services Through Its Help Desk In order to support expansion of its business and provide high-quality services to its numerous customers, Deloitte Outsourcing implemented a much-needed help desk using mySAP... Company: SAP | 
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10 ways to convince your staff to use the help desk
Convincing users to turn to the help desk for support can be an uphill battle. But if you strive to build rapport and improve your...
Company: Jeff Dray
Date: February 2008 |
Jeff Dray |
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Using HP Web Jetadmin 10.0 in Help Desk Operations
HP Web Jetadmin 10.0 contains many tools for troubleshooting printers. As a result, it is increasingly being used as a Help Desk troubleshooting tool. HP...
Company: Hewlett-Packard (HP)
Date: July 2007 |
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Government Organization Improves Help Desk Responsiveness With New Automated System
The Instituto Nacional de Estadistica Geografia e Informatica (INEGI), a government organization in Mexico responsible for national statistics and geographical information, relied on a paper-based,...
Company: Microsoft Tips
Date: March 2007 |
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10 extra questions to help you make the best help desk hire
Finding a good help desk analyst requires more than simply assessing candidates' technical abilities. Here are 10 questions to add to your interview routine that...
Company: TechRepublic
Date: January 2006 |
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CA Leverages Its Own Products to Manage Worldwide Help Desk; First-Call Resolution Up by More Than 20% and Call Volume Down by 42% Computer Associates International, Inc. (CA) is a leading worldwide provider of software solutions and services for the management of IT infrastructure, business information and application... Company: CA | CA |
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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... Company: BMC Software |
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The Evolution of the IT Help Desk to the Service Desk: An Examination of Current and Future Trends
What's so great about a help desk? Plenty, if it has kept pace with evolving information technology. The technology environments have made quantum leaps in...
Company: CompuCom Systems
Date: January 2006 |
CompuCom Systems |
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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...
Company: TechRepublic Pro
Date: February 2006 |
TechRepublic Pro |
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The Next Wave in Help Desk Optimization
In recent years, help desks have applied lots of call center technology to the help desk environment. The borrowed technologies have mostly addressed infrastructure problems,...
Company: Motorola
Date: December 2008 |
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Profitable Strategies for Optimizing Help Desk Operations
In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically,...
Company: SupportSoft
Date: September 2007 |
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10+ ways to help your help desk (and therefore yourself)
If you're a go-to resource for your organization's help desk, you can make your job easier by making their job easier. Calvin Sun looks at...
Company: Calvin Sun
Date: July 2008 |
Calvin Sun |
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Driving IT Help Desk Efficiency with Customer-Centric Remote Support
The IT help desk is a high-stress environment - and sometimes it can feel downright chaotic. While the obvious objective is to resolve technical issues,...
Company: Citrix Online
Date: October 2008 |
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Small Business Webcast: Use SharePoint Services to Contact Your Help Desk (Level 100) Are you looking for a way to enable users in your organization to contact your help desk? Microsoft Windows SharePoint Services might be the solution... Company: Microsoft |
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The 12 most dangerous species of help desk callers
Support techs are well aware that end users come in all shapes and sizes. Thanks to IT pro Jeff Dray, they now can be classified....
Company: Jeff Dray
Date: September 2001 |
Jeff Dray |
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Required reading for help desk managers
The books on our required reading list for help desk managers offer valuable information for new IT managers and seasoned leaders. Compiled by an IT...
Company: TechRepublic
Date: June 2005 |
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Microsoft Access Help Desk Database
Use this sample Microsoft Access Help Desk database as a simple substitute for commercial help desk software. It provides pertinent customer information with tabs to...
Company: TechRepublic
Date: July 2004 |
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Policy and Procedures: Help Desk Service Level Agreement (SLA)
Technology support services are provided through the Information Technology Services (ITS) Help Desk unit. This support unit is committed to delivering quality customer service and...
Company: New Jersey City University
Date: May 2004 |
New Jersey City University |
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National University of Singapore's New Help Desk Solution Leads to Fewer Calls, Higher Customer Satisfaction The National University of Singapore (NUS) already had a well-developed IT infrastructure to support its students and faculty. However, its IT department needed to solve... Company: IBM |
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Stabilizing Corporate IT Incident Support With an Integrated Help Desk and Desktop Solution
As the company experienced explosive growth, it needed a dedicated team to meet employees' IT needs, so the company could focus its internal resources on...
Company: VMC
Date: September 2006 |
VMC |
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A Predictive Approach to Help-Desk Response Generation
This paper is developing a corpus-based approach for the prediction of help-desk responses from features in customers' emails, where responses are represented at two levels...
Company: Monash University
Date: December 2006 |
Monash University |
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Merck Serono International S.A. Integrates Disparate Systems and Improves Help Desk Services
Merck Serono International S.A. wanted to integrate the accounting systems from several locations worldwide and coordinate requests for assistance related to finance and distribution from...
Company: Oracle
Date: February 2009 |
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How to Choose the Best Help Desk Software for Your Small or Midsized Business
In today's competitive business environment, small and midsized businesses that want to growand sustain an edge in the market must continually streamline and improve core...
Company: BMC Software
Date: February 2006 |
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Workspace Group Embraces BMC Magic Service Desk Suite for Help Desk and Workflow Support Workspace Group is a specialized property-based business devoted to the provision of light industrial, studio, and office workspace for small businesses in London and the... Company: BMC Software |
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Trialware: Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support
Now you can sit at your desk and solve the toughest support problems, remotely. Sure, you can visit all your employees or customers and solve...
Company: NTRglobal
Date: July 2008 |
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