service desk
RSS service 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]
Dunelm Mill signs Epos maintenance deal
News He told silicon.com: "We are hoping that the maintenance contract will result in less calls to the service desk. Value home furnishings retailer Dunelm Mill has signed an electronic point of sale maintenance contract to support its store portfolio... [16 Jul 2008]
Hi Fert Relies on BMC Service Desk Express Suite to Provide Exceptional Service to Customers and Dealers
White Paper The company wanted to implement an ITIL-based single-point-of-contact service desk that would comply with environmental health and occupational safety regulations. Hi Fert deployed BMC software for its solution and implemented BMC Service Desk... [11 Jul 2008]
ClubCorp Balances High Tech and High Touch With the Help of BMC Service Desk Express Suite
White Paper ClubCorp deployed BMC software for its solution and implemented BMC Service Desk Express Suite which helps the IT organization to keep information systems running so that employees have immediate access to customer preferences and interests, and... [11 Jul 2008]
University Closes Information Gap With BMC Service Desk Express Suite
White Paper The University needed a flexible and sophisticated service desk solution to replace a number of disparate systems. The University deployed BMC software for its solution and implemented BMC Service Desk Express Suite to address their incident and... [11 Jul 2008]
DANONE Reduces Rollout Time for BMC Service Desk Express by 66 Percent With BMC Alignability for Service Desk Express
White Paper DANONE deployed BMC systems for its solution and implemented BMC Service Desk Express Suite to support IT Infrastructure Library (ITIL) best-practice methodologies and enable the company to deliver increased service desk performance, manageability... [11 Jul 2008]
Improving First Call Resolution
White Paper This enlightening free webinar clears a path for service desk managers experiencing the multiple pressures of budget cuts, increasingly complex end-user interfaces, and technology/business integration. [09 Jul 2008]
Is Your Anti-Spam Defense at the Top of its Game?
White Paper How to reduce calls to the help desk and IT department by offering "self-service" end user quarantine options for your users. How Proofpoint Dynamic Reputation can provide first line defense against spam, directory harvest attacks, denial of... [09 Jul 2008]
Dell Case Study: Safety-Kleen
White Paper Safety-Kleen wanted to improve the performance of its IT help desk to provide employees with better service and faster resolution of issues, all without increasing costs. As a solution Dell Managed Services established a 12-person Dell Service Desk... [06 Jul 2008]
Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services
White Paper Discover strategies that every IT help desk should practice for improved IT service delivery. The IT help desk is the guardian of day-to-day business productivity and, more importantly, the front door to your IT organization. [05 Jul 2008]
UK Airport Handles More Calls With Self-Service Automation Through IVR
White Paper Newcastle International Airport wanted to reduce the burden on front-desk customer service staff through a more flexible and automated call handling system. Nortel delivered a cutting-edge Interactive Voice Response (IVR) system, based on the... [05 Jul 2008]
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 conducted by Forrester Research, only 53... [03 Jul 2008]
Council Riding High as IT Campaign Leaves Its Mark
White Paper In April 2000 some 10,400 calls were being presented to the IT Service Desk each month. It chose assyst with the knowledge in mind that it was so much more than a help desk tool and it was out-of-the-box. [03 Jul 2008]
How Does Your IT Help Desk Measure Up?
White Paper How efficient do you think your IT help desk really is? If you think your IT help desk could do better, it's time for an IT help desk checkup. Evaluating the efficiency of your IT help desk is easy and only takes a few minutes. [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]
