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HP OpenView Chalks Up Success With University Helpdesk
White Paper The client Edith Cowan University is taking a scholarly approach to the re-engineering of its IT helpdesk by implementing Hewlett-Packard (HP) OpenView Service Desk solution based on the IT Infrastructure Library (ITIL) framework. [21 Dec 2004]
HP OpenView Delivers Superior Service Desk Functions to Boost Mastek's Customer Service
White Paper Mastek had been using low end products for its HelpDesk operations and were not helping in proper filtering and analysis of data. HP provided it with the hp OpenView service desk 4.0 as an ITIL solution. [16 Dec 2004]
Optimizing Your Help Desk: Watch Out for Warning Signals!
White Paper It examines the impact of each scenario in relation to service levels and cost and provides an analysis of how an outsourced solution can help you avoid operating an inefficient helpdesk at a premium price. [18 Sep 2004]
London Drugs Maximizes Internal and External Customer Service with PeopleSoft CRM
White Paper London Drugs has successfully deployed PeopleSoft Support and HelpDesk to create expert customer service and internal help desk call centers. Fast-growing retailer London Drugs Limited needed to fulfill its mission of excellent customer service... [25 Feb 2004]
IBM seals €200m Nokia deal
News Nokia has signed an agreement with IBM under which Big Blue will run the handset maker's helpdesk operations and support its desktop PCs. The deal is worth about €200m over five years, with Nokia following a "pay per use" model for help desk, call... [20 Jan 2004]
The Director's Cut: Your priceless helpdesk
Comment Whichever way the helpdesk operates, the customer must be clear about which service he should expect and more importantly the Helpdesk operatives must be in no doubt about which service they are expected to provide, which leads neatly on to... [23 Oct 2002]
Helpdesk hell: your reader comments (part 2)
News Last week we wrote about some of the tales of helpdesk woe that plague the put-upon desktop support teams and customer service staff the length and breadth of the country (www.silicon.com/a55051 ). Below are a couple more gems from the helpdesk... [20 Aug 2002]
Who does Microsoft turn to for helpdesk support?
News HP will provide helpdesk service to Microsoft employees and contractors in up to 68 countries. Hogan said Microsoft beat out Siemens Business Services, which had been providing help desk support to Microsoft. [12 Aug 2002]
Cap Gemini scores £6.5m helpdesk deal
News Global IT consultancy Cap Gemini Ernst & Young (CGE&Y) has scored a deal worth £6.5m with British Energy for 24/7 helpdesk support. Under the three-year contract, CGE&Y will provide help desk support for around 5,000 users of Energy's... [26 Oct 2001]
Diary of an ADSL disaster
Comment In fact, according to one unhelpful helpdesk assistant, BT isn't sure if central London has any ADSL coverage yet anyway. Despite ADSL's apparent continuing no-show in Oxford Circus, the customer service desk agrees to a connection date of 11... [04 Jun 2001]
PC support needs your support
Comment Got any good helpdesk stories? Nearly 17 per cent of our put-upon help desk staff blame the beancounters for adding to their daily dose of misery. This week, the government announced plans to appoint some consultants who will be asked to write a... [11 May 2001]
Remedy updates Help Desk to target CRM market
News Remedy Corporation has released the latest version of its flagship helpdesk product, while announcing plans to target the customer relationship management (CRM) market. Remedy Help Desk 4.0 offers an updated user interface, and the simultaneous... [30 Apr 1999]
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