helpdesk it service desk
Edith Cowan University: HP OpenView Chalks Up Success With University Helpdesk
White Paper Edith Cowan University is taking a scholarly approach to the re-engineering of its IT helpdesk by implementing Hewlett-Packard's (HP) OpenView Service Desk solution based on the IT Infrastructure Library (ITIL) Framework. [03 Apr 2008]
Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100)
White Paper To improve the client-support experience and productivity while reducing costs, Microsoft IT took two approaches off-shoring and outsourcing the internal helpdesk (including service desk and deskside support) and developing a number of call... [14 Jan 2008]
Service Desk/Helpdesk Metrics and Reporting : Getting Started
White Paper This White Paper is for IT Service Desk and Helpdesk Managers who are trying to turn raw data gathered from IT Service Management into information on which informed management decisions can be based. The paper will be useful for those attempting to... [07 Jan 2008]
Incident Management - Do's and Don'ts
White Paper This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service Desk on ITIL principles, or moving a current Help Desk... [07 Jan 2008]
Techies shunned as workers fix own IT problems
News Two-thirds of UK office workers take a 'handy Andy' approach to PC problems and attempt to sort it out themselves, rather than contacting the IT helpdesk. One in 10 of those surveyed claimed they might try this up to five times in the hope of... [10 May 2007]
Glasgow kids get classroom PCs and support
News McDonald said: "It [the helpdesk] takes away the pain and difficulty that's sometimes encountered by the use of technology. Dell will maintain the computing network and provide a service desk to manage the ICT requirements of the 292 schools. [22 Feb 2007]
Unicenter ServicePlus Service Desk at the Heart of the New Help Desk at illycaffe
White Paper The prospect of new solutions to be implemented, in particular the mission-critical ERP system and Sales Force Automation, plus the further extension of the IT structure brought to focus the imminent need for a helpdesk. [01 Feb 2007]
NHS helpdesk opens for business
News The helpdesk also offers medical staff the ability to register problems via email and through a web logging facility. The helpdesk contract was awarded to Fujitsu Services in April last year, in a deal worth £41m over seven years. [16 Jan 2007]
Analysis: Bringing IT in line with the business
Comment By applying service management best practices, a helpdesk could know the configuration of a caller's system - and then choose to solve the same problem in all systems with the same configuration. Unfortunately many organisations struggle to find... [07 Jun 2006]
NHS awards £41m support deal to Fujitsu
News Fujitsu Services public sector managing director Peter Hutchinson said in a statement: "As a result of this new service, NHS staff will receive a much enhanced IT helpdesk function at improved value for money. [19 Apr 2006]
Consolidated Service Desk Reporting Using OVPI
White Paper The webcast gives a live demonstration of the Helpdesk Report, Change Management Report and Service Level Management Report and shows how they provide information needed to better manage the environment. [21 Mar 2006]
Wragge & Co Selects Hornbill's Supportworks for Improved IT Helpdesk Productivity
White Paper The IT Helpdesk, a team of 17 analysts and trainers, is responsible for supporting the firm's legal, desktop and network systems and is using Hornbill's solution to log and manage calls from over 1030 internal customers based in its Birmingham and... [15 Mar 2006]
Middlesbrough Primary Care Trust Expands IT Service Desk With Hornbill's Supportworks
White Paper Supportworks will enable the transition from a purely technical support helpdesk to an IT Services support desk which will provide first line contact for all the new systems to be introduced under the National Programme for Information Technology. [15 Mar 2006]
Northumbria Healthcare Chooses Hornbill for Helpdesk Support System
White Paper The Help Desk uses Supportworks to log all internal customer calls, handling approximately 75 calls per day. It was critical that the solution chosen was able to 'interface' seamlessly with the systems being used by Northumbria Healthcare Trust's... [15 Mar 2006]
Austrade Banks on HP OpenView to Boost Exports
White Paper Following an extensive tender process to find a comprehensive service management solution, Austrade implemented, HP OpenView Service Desk which ultimately underpins all of Austrade's ITIL-based helpdesk processes. [09 Mar 2006]
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