itil help desk
RSS itil help deskIndian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.
White Paper By deploying a service desk solution with integrated incident, problem and change management processes based on ITIL best practices, ITGI has been able to standardize and optimize key service desk functions. [18 Jul 2008]
assyst Drives Canadian Tire's IT Service Transformation
White Paper The key driver that helped them realize this integration is assyst - a leading ITIL-based Help Desk and IT Service Management solution. A large and diverse organization with multiple Help Desks, Canadian Tire looked to ITIL (Information Technology... [03 Jul 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 Desk 'trouble ticket' tool from Touchpaper... [03 Jul 2008]
Touchpaper Launches IT Business Management
White Paper Touchpaper's ITBM has been designed to support ITIL and other best practice frameworks, and is able to add configuration management, knowledge management, and management information to an existing service or help desk. [10 Apr 2008]
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]
Habitat Furniture Retailer Builds a New IT Help Desk for Its United Kingdom Operation and Automates Support With FootPrints Web-Based Service Desk Software
White Paper The goal was to restore their confidence in Habitat's IT help desk. Theron considered CA UniCenter, Remedy, Peregrine, Heat from FrontRange, and FootPrints from UniPress Software, a web based service desk solution. [27 Mar 2008]
Incident Management - Do's and Don'ts
White Paper The paper will be useful for anyone setting up a new Service Desk on ITIL principles, or moving a current Help Desk to an ITIL based single point of contact - by offering ideas and practical suggestions. [07 Jan 2008]
A Practical Roadmap to Higher Quality
White Paper For instance, quality metrics directly impact such ITIL disciplines as Incident, Problem and Availability management, Service Level Management, Capacity Management, and even basic Help Desk support. Cost baselines can directly impact Service Level... [12 Dec 2007]
A Practical Roadmap to Higher Quality
White Paper For instance, quality metrics directly impact such ITIL disciplines as Incident, Problem and Availability management, Service Level Management, Capacity Management, and even basic Help Desk support. Cost baselines can directly impact Service Level... [12 Dec 2007]
Webcast: Revolutionizing IT Operations: Optimizing ITIL Implementation with Runbook Automation
White Paper Hosted by James Hilliard, Moderator for TechRepublic, this on-demand Webcast is of special interest to IT executives in a variety of roles, including VPs, Directors of IT Operations, Data Center Managers, NOC Managers, IT Service Managers, ITIL... [12 Dec 2007]
Webcast: The Evolving Role of IT Asset Management in a Process-Driven World
White Paper As historical components of IT Asset Management (ITAM) programs (e.g.help desk) get absorbed into IT Service Management, ITAM programs are looking to understand where and how their responsibilities interact with other technical processes. [12 Dec 2007]
GIE Informatique Arpege Uses BMC Remedy Solutions to Unify and Centralize Support Services for Enhanced Performance and Improved Quality of Service
White Paper GIE informatique Arpege wanted a unifying help desk and change management services. Arpege followed IT Infrastructure Library (ITIL) recommendations applying to the management of IT services. This resulted in productivity gains, standardized... [14 Sep 2007]
Atos Origin Uses Unicenter Service Desk and ITIL to Scale to 3 Million Tickets Per Year
White Paper Atos Origin accomplishes this with the help of Unicenter Service Desk and ITIL. The company strategy was to source service desk or second line operation around the world enabling the company to leverage extensive capabilities with appropriate... [20 Aug 2007]
The McCue Interview: British Energy CIO, Ian Campbell
Comment Just outside the window of Ian Campbell's desk in the open plan office at British Energy's Gloucester headquarters, a mother duck waddles by with her three chicks. British Energy's IT department has also standardised processes through the use of... [13 Aug 2007]
assyst Enterprise at the British Library Software Solution & Implementation Excellence
White Paper The challenge was to set up an in-house IT Help Desk. They selected assyst Enterprise as being the best solution in all key areas; technology, ease of use and confidence in the supplier to deliver the solution within given timescales.assyst... [03 Aug 2007]
