help desk and it management Resources

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ZDNet Dictionary Definition

Help Desk: A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else....; Full Help Desk Definition >>

ZDNet Resources

SNCF Gets on Track With BMC Remedy: SNCF, France's railway administration, provides passenger and freight transportation services throughout the country. SNCF wanted to provide a more accessible help desk service for its employees by moving from a mainframe application to a client/server solution. SNCF deployed BMC software for its solution and implemented BMC Remedy Action Request System...; Tags: BMC Software Inc., Remedy Corp., SNCF, It Management, Transportation, Help Desk, It service Management, It Operations; Case studies 2006-10-01
Technology Audit: Touchpaper Software Plc - IT Business Management Suite: Touchpaper IT Business Management ITBM is a comprehensive suite of Infrastructure management modules that can be deployed in a standalone manner or as a fully integrated system. ITBM enables measurement of the IT function against the enterprise's strategic and operational goals, represented by Key Performance Indicators KPIs. The company has...; Tags: Audit, Suite, Information Technology, Touchpaper Software, ITBM, Help Desk, Call Centers, Strategy, It Services, It Management, It Operations, Management, It service Management; White papers 2006-03-01
Webcast: Incident, Problem and Event Management: The IT Process Wars!: Incident and event management is a key part of any IT organization's mission, but problem resolution has often been hampered by the historic gap between IT operations and the service desk. While barriers between help desk and IT operations teams are typical, you can't let them cripple your organization's problem...; Tags: Service Desk, BMC Software Inc., Webcast, Information Technology, Help Desk, Strategy, It Management, It Operations, Management, It service Management; Webcasts 2005-09-28
HP OpenView Service Desk Process Insight Software 1.1: HP OpenView Service Desk Process Insight is an HP OpenView Business Process Insight solution to monitor the IT Service Management ITSM and IT Infrastructure Library ITIL processes managed by HP OpenView Service Desk solution. HP OpenView Service Desk Process Insight software provides real-time visibility into the ITIL processes managed by...; Tags: Service Desk, Software, Hewlett-Packard Co., HP OpenView, HP OpenView Service Desk Process Insight, ITIL, Help Desk, Utility Computing, It Management, It Services, Call Centers, It Operations, It service Management; White papers 2005-09-01
Southwest Airlines Supports Business-Critical Systems With Remedy and Vytek: Southwest Airlines is the fourth largest carrier in the United States, with nearly 2,800 daily departures to cities in 30 states. The company's more than 35,000 employees provide legendary customer service to travelers in 58 cities across the nation. Remedy Help Desk offers the flexibility to specify alerts for all...; Tags: Southwest Airlines Co., Remedy Corp., Remedy Help Desk, Help Desk, Call Centers, It Management, It Operations, It service Management; Case studies

Wipro Implements ITIL and Improves Efficiencies With Remedy: Wipro provides comprehensive IT solutions and services to corporations globally. To, effectively manage the daily volume of tickets - which may be well over 100 per day for a single customer - Wipro needed a reliable, scalable, and extensively adaptable solution, with automatic workflow capabilities. Wipro selected Remedy because of...; Tags: Wipro Technologies, Remedy Corp., Help Desk, Call Centers, ITIL, It Management, It Operations, It Services, It service Management; Case studies
COLT TELECOM GmbH Improves Customer Service and Increases Customer Retention With Remedy: COLT TELECOM Group is one of the most successful telecommunications suppliers in Europe. COLT TELECOM GmbH of Germany realized the importance of providing rapid and reliable customer service, and as part of that service, wanted to ensure that callers to the company would be routed immediately to the person who...; Tags: BMC Software Inc., Customer Service, Remedy Corp., COLT TELECOM GmbH, Help Desk, Customer Relationship Management (CRM), Product Marketing, Call Centers, It Management, It Operations, Enterprise Software, Software, Marketing, It service Management; Case studies
HelpDesk IQ - Recorded Demonstration: HelpDesk IQ is the call and asset tracking solution for small business that can be installed and working for you in less than an hour. Join this webcast for a demonstration of HelpDesk IQ and learn more.; Tags: BMC Software Inc., HelpDesk IQ, Help Desk, Call Centers, It Management, It Operations, It service Management; Webcasts
HP OpenView Delivers Superior Service Desk Functions to Boost Mastek's Customer Service: Mastek is a global IT solutions Company. Mastek had been using low end products for its HelpDesk operations and were not helping in proper filtering and analysis of data. Consequently, establishing patterns and trends relative to the problems were getting increasingly difficult to map, leading to user dissatisfaction in critical...; Tags: Service Desk, Customer Service, Hewlett-Packard Co., Mastek Ltd., HP OpenView, ITIL, Help Desk, Utility Computing, It Management, It Services, Process Improvement, It Operations, It service Management, Quality, Business Operations; Case studies
HP OpenView Chalks Up Success With University Helpdesk: The client Edith Cowan University is taking a scholarly approach to the re-engineering of its IT helpdesk by implementing Hewlett-Packard HP OpenView Service Desk solution based on the IT Infrastructure Library ITIL framework. ITIL is a world-leading framework for IT service management that endorses a best practice approach. Through HP...; Tags: Service Desk, Hewlett-Packard Co., Information Technology, HP OpenView, HP OpenView Service Desk, Help Desk, ITIL, Call Centers, It Services, Utility Computing, It Management, It Operations, It service Management; Case studies
Canon Technology Solutions Streamlines Operations With the Magic Service Desk Suite: From process optimization to advanced digital corporate communications products and services, Canon Technology Solutions has been providing a diverse range of technology solutions since 1985. They were looking for a way to better route help desk calls and track service tickets through to resolution. Canon Technology Solutions has recommended, implemented...; Tags: Service Desk, Canon Inc., Canon Technology Solutions, Help Desk, It Management, It Operations, It service Management; Case studies
Help Desk Solution Sends Travel Firm's Productivity Skyward: When Travel and Transport, the sixth-largest travel management company in the U.S., decided to modernize its nearly obsolete mainframe computing environment in 2000, the number of PCs deployed across the business jumped from 100 to more than 800. To help its support staff handle the 20-fold increase in call volume...; Tags: BMC Software Inc., Help Desk Solution, It Management, Help Desk, It service Management, It Operations; Case studies
Customizable Service Desk Software Helps IT Solutions Provider Streamline Operations: Download this case study to learn why Canon Technology Solutions' Managed Services business has recommended, implemented, and hosted BMC Magic Service Desk Suite for organizations both inside and outside of Canon. Find out why one of the leading providers of managed technology services finds the BMC Software solution perfect for...; Tags: Service Desk, BMC Software Inc., Information Technology, Streamline, It Management, Help Desk, It service Management, It Operations; Case studies
HP OpenView Helps Swedish Medical Center Heal IT Growing Pains: With 1,296 licensed beds in facilities that span 25 city blocks, Swedish Medical Center is the largest nonprofit medical provider in the Pacific Northwest. They wanted to build a best-in-class service management infrastructure to support the hospital's increased reliance on IS systems and reduce silos within IT for interdepartmental information...; Tags: Hewlett-Packard Co., Information Technology, HP OpenView, It Services, Change Management, ITIL, Help Desk, Utility Computing, It Management, Strategy, Tools & Techniques, Management, It Operations, It service Management; Case studies
SNCF Gets on Track With Remedy: SNCF, France's railway administration, is a critical part of the country's infrastructure, providing passenger and freight transportation services throughout the country. When SNCF decided to provide a more accessible help desk service for its employees by moving from a mainframe application to a client/server solution, the Lille office selected the...; Tags: BMC Software Inc., Client-server, Remedy Corp., SNCF, Transportation, Help Desk, Call Centers, Mainframes, Servers, It Management, It Operations, Hardware, It service Management; Case studies
Workspace Group Embraces BMC Magic Service Desk Suite for Help Desk and Workflow Support: Workspace Group is a specialized property-based business devoted to the provision of light industrial, studio, and office workspace for small businesses in London and the South East of England. The company needed an automated incident management solution to replace their existing manual processes and make responding to customer needs more...; Tags: Service Desk, BMC Software Inc., Help Desk, Workflow, Workspace Group, It Management, It service Management; Case studies
Wipro Implements ITIL and Improves Efficiencies With BMC: Wipro provides comprehensive IT solutions and services to corporations globally. In supporting a global customer base, Wipro was looking for an ITIL-compatible help desk solution that could easily integrate with Network and Systems Management NSM and Customer Relationship Management CRM tools. It also needed a highly-customizable solution that could automatically...; Tags: BMC Software Inc., Wipro Technologies, Help Desk, ITIL, Call Centers, It Management, It Operations, It Services, It service Management; Case studies
TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk: As the fastest-growing fuel brand in the United Kingdom, oil and gas multinational TOTAL UK has a powerful presence. For TOTAL UK Limited, improving efficiency and productivity, while minimizing costs, have always been key objectives. Such considerations were a major factor behind the strategy to integrate its disparate help desk...; Tags: Service Desk, BMC Software Inc., ITIL, Remedy Corp., Help Desk, Call Centers, It Management, It Operations, It service Management; Case studies
Department of Defense Organization Offers One-Stop Shop for All Service Requests With BMC Remedy Help Desk: This Department of Defense organization is comprised of almost 50,000 individuals who serve the U.S. military worldwide, 24 hours a day, seven days a week. When replacing an outdated help desk solution, the Department of Defense Organization turned to BMC Software. The Department of Defense Organization selected BMC Remedy Help...; Tags: BMC Software Inc., U.S. Department Of Defense, Remedy Corp., Help Desk, Call Centers, It Management, It Operations, It service Management; Case studies
Countrywide Adopts BMC Remedy Solutions as Enterprise Support Standard: Since its inception in 1969, Countrywide Financial Corporation has become a leading provider of consumer and business-to-business financial services in domestic and international markets. Previously, Production Technologies Support had 500 help desk and support analysts handling nearly 275,000 cases a month for the loan origination divisions. The consolidation initiative brings...; Tags: BMC Software Inc., Remedy Corp., Countrywide, It Management, Help Desk, It service Management, It Operations; Case studies