service desk
RSS service deskService 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... [08 Jan 2008]
Service Desk Consolidation Slashes Support Call Costs by 80 Percent and Helps Atos Origin Retain Global Clients
White Paper To support this global model, Atos Origin knew it needed a single, consolidated and highly effective service desk system. To lower its costs and still ensure a high quality service, Atos... [12 Jun 2008]
Service Desk Efficiency Through Self-Service
White Paper The attendee of this webcast will learn how to reduce call volumes to the service desk by providing the customers with a self-service interface where they can both request services from... [01 Aug 2009]
ANALYST WEBINAR: Link Service Desk and Event Management to Minimize Disruptions
White Paper Too often, the service desk lacks the information it needs to restore normal service operation to the business quickly. With the business depending increasingly on IT, it is important to... [15 Jun 2005]
Sarbanes-Oxley and Service Desk: An Approach to Control Objectives
White Paper This paper explains some of the ways that SOX has affected IT departments and how IT departments can use a service desk to respond positively to SOX. The Sarbanes-Oxley Act of 2002 (SOX) was passed in... [04 Aug 2005]
DHL: HP OpenView Service Desk Delivers
White Paper In addition to HP OpenView Service Desk consolidated platform, HP Services deployed HP application servers, a clustered database and a Storage Area Network (SAN) to reduce cost and improve... [01 Apr 2009]
Recruiting for the Service Desk
White Paper When this recognition is truly accepted within IT, Service Desk staffs are more likely to be paid salaries reflecting the specific skill set that they bring to the organization. If we have an internal... [23 Nov 2004]
TechRepublic Real World Guide: Improving Help Desk Service Levels
White Paper The TechRepublic Real World Guide: Improving Help Desk Service Levels collects proven recommendations for developing proper end user-support ratios, establishing policies for communicating with users,... [18 May 2006]
Keeping Your Service Desk Staff
White Paper Endeavour to make the working life of Service Desk staff as interesting, stimulating and pleasant as possible. Provide opportunities for career progression within the Service... [23 Nov 2004]
New - Magic Service Desk Suite V 8.0 - Demo and Q&A
White Paper Magic Service Desk Suite 8.0 includes more than 45 new features and functionality updates designed to address key issues facing IT organizations of mid-sized businesses: aligning IT operations with... [29 Nov 2004]
Industry Leading Asset Management for HP OpenView Service Desk
White Paper This webcast discovers how HP openview's newly acquired asset management can help service desk better track asset and financial data related to the services defined within service... [06 Jun 2007]
Ease of Upgrading and Enhancements in Unicenter Service Desk r11
White Paper Unicenter Service Desk r11 will help accelerate the service and support process, improve productivity, closely align a service desk with the business... [16 Nov 2006]
Policy and Procedures: Help Desk Service Level Agreement (SLA)
White Paper To ensure the best possible support, the Help Desk provides NJCU Faculty and Staff with this Service Level Agreement outlining specific services, priorities, and responsibilities related to the support... [02 Mar 2009]
Forrester Research Report: Thirty-One Best Practices for the Service Desk
White Paper Download the Forrester research report, "Thirty-One Best Practices for the Service Desk," to discover proven industry best practices, processes and technologies, including how to: According to a study... [13 Jan 2009]
TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk
White Paper TOTAL UK selected the BMC Remedy Service Desk solution because of its ease of integration, out-of-the-box readiness, and scalability. Return on investment was also important when planning the project,... [05 Jan 2007]
