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Learn the Secrets to Improving Help Desk Productivity and User Perception
White Paper Does your IT Help Desk have the structures in place to deliver reliable, responsive and cost-effective services to your Internal customers? The IT Help Desk is the... [08 Sep 2008]
Learn the Secrets to Improving Help Desk Productivity and User Perception
Does your IT Help Desk have the structures in place to deliver reliable, responsive and cost-effective services to your Internal customers? The IT Help Desk is the... [08 Sep 2008]
Orange Rings the Changes to Keep Its Future Bright
White Paper The Service Management team consists of Help Desk, Desktop, Change, Problem and Service Level Management. Orange's choice of software was Axios Systems' assyst, which replaced an Incident Management Help... [03 Jul 2008]
Axios Systems Case Study: Unipart
White Paper A new client-server IT Service Management System at car spares giant Unipart has not only dramatically improved the efficiency and effectiveness of its world-wide IT Help Desk operation, but it is also enabling the... [03 Jul 2008]
Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup
White Paper View this Serena webinar to see how Business Mashups drive productivity throughout IT, starting with the main internal customer entry point--the IT help desk. Keep your internal... [24 Jun 2008]
How to write a killer CV
Comment This is equivalent to saying, 'Robert is a lovely boy and always keeps his desk tidy'. In short, define the business opportunity or problem, how you and your team delivered an outstanding solution, measured the benefit... [17 Jan 2008]
Identity Management Case Study: What We Did for a Not-for-Profit Organisation
White Paper The IT Operations Department faced exploding Help Desk costs for password resets alone and had accumulated an unmanageable number of databases and directories. The solution included OblixTM NetPoint 5.1 Identity and... [23 Nov 2007]
Reuters inks £20m IT support deal
News The four-year contract went live last month and covers a range of IT infrastructure support services, including service management, dispatch desk, supply chain logistics, incident and change management and decommissioning. [04 Sep 2007]
VoIP handsets: Greater choice means greater complexity
Comment They appeal to many companies for employees such as desktop support workers, who are constantly moving from desk to desk and would otherwise have to use a mobile. At the moment, says Nigel Jones, general... [01 Aug 2005]
The Essential Foundation of Effective Support Automation and eService Success:The Consolidated Web-based Service Desk
White Paper Almost all automated help desk solutions promise to reduce support costs and optimize personnel and technical resources, but how well any such solution will work in your enterprise depends entirely on your... [21 Dec 2004]
The Essential Foundation of Effective Support Automation and eService Success:The Consolidated Web-based Service Desk
Almost all automated help desk solutions promise to reduce support costs and optimize personnel and technical resources, but how well any such solution will work in your enterprise depends entirely on your... [21 Dec 2004]
HP IT Service Management Decision Support Guide
White Paper Designed for decision-makers in both service management and IT operations, this paper will help readers accomplish two critical tasks: evaluate the benefits of moving to a stronger service management solution, and better integrate... [15 May 2004]
FootPrints Case Study: Mintz Levin
White Paper In addition to using FootPrints to support internal customers who contact the help desk, Mintz Levin leveraged the software’s knowledge management capabilities to train a group of new... [20 Apr 2004]
IBM preaches speech's arrival
News Mobile phone giant Nextel Communications has seen a 13 per cent drop in customer churn since it switched to a voice-navigated help desk, according to Cohen. Rowe Price Group has seen a 10 per cent increase in resolved... [29 Mar 2004]
Trends and Directions in Web Based Customer Support
White Paper And for employees relying on technology to do their jobs, the help desk can be the last line of defense against downtime, frustration and lost productivity. Yet, for customers, support professionals... [25 Feb 2004]
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