help desk institute

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Build It or Buy It? Deciding How to Automate Your Help Desk, a Help Desk Institute White Paper

This white paper provides insight into automating your small business help desk. It explores the advantages and disadvantages of purchasing help desk software, compared with using internal resources to develop the software in-house. This decision is an important one for small businesses. Read this white paper, compliments...

Tags: BMC Software Inc., Help Desk Institute, Small Business, Remedy Corp., Help Desk Software, Help Desk, Call Centers, It Operations

White papers

gedas USA Case Study: HDI Certified Support Center

gedas' unique brand of full-service solutions and its strong business process expertise have allowed the company to assume a leading position in the automotive and manufacturing industries and in the field of logistics processes. As gedas USA makes strides toward securing new external customer accounts, becoming HDI certified became increasingly...

Tags: Business Process, Help Desk Institute, Logistics, Supply Chain, Operational Planning, Project Management, Tools & Techniques, Strategy, Business Operations, It Operations, It service Management, Management

Case studies

Additional Resources

Trying to increase productivity? Send your employees home.

Companies that give their workers the option of telecommuting are seeing greater productivity, lower costs, improved employee health and greater employee retention, according to a survey released today by the Computing Technology Industry Association. Case in point: I'm typing this from this from my own home office...

Tags: Phone, Telecommuting, Telecom & Utilities, Human Resources, Workforce Management, Sam Diaz

Blog posts 2008-10-07

Does the Semantic Web matter?

My business card reads 'Technology Evangelist,' and this is a blog about the Semantic Web. So that should be an unequivocal 'Yes!' then, right? However, it's frequently worthwhile to revisit and question presumptions, beliefs and 'truths,' and the Semantic Web that dominates so much of my working...

Tags: Web, Semantic Web, Internet, Paul Miller

Blog posts 2008-10-07

SEC investigating false rumor on Jobs' health

The Securities and Exchange Commission will investigate Friday's false report that Steve Jobs was whisked to the emergency room, AppleInsider reports. The inquiry: Was the posting on CNN's iReport an attempt to manipulate the market? CNN pulled the page after Apple denied the rumor. AP just reported...

Tags: Job, SEC, Health Care, CNN, Branding, Digital Media, Marketing, Consumer Electronics, Personal Technology, Richard Koman

Blog posts 2008-10-03

Microsoft extends XP downgrade rights date by six months

Microsoft extends XP downgrade rights date by six monthsMS extends XP downgrade rights by six monthsI did my share of begging to MS to "let the customer be right" concerning XPs continuing desirability,Thank god they actually listened to mine and probably a half million similar letters.I can now look forward...

Tags: Microsoft Windows Vista (Longhorn), Microsoft Windows XP, Microsoft Windows Vista, Microsoft Corp.

Discussion threads 2008-10-03

President Obama will take away kids cold medicine

President Obama will take away kids cold medicineWhy regulate something that is only a problem due to irresponsible parentsALL over-the-counter OTC medications have information about who can use it and how much medicine it should get. Every bottle of OTC medication has very visible warning and most specify that...

Tags: blog author, gov, cold medicine, Obama, prescription, medication

Discussion threads 2008-10-03

Apple: Perhaps it needs the enterprise after all

Apple: Perhaps it needs the enterprise after allThe 35% of Fortune 500 companies......testing the iPhone means "35% of IT departments doing their damn jobs by testing a competing product before coming to the realisation that it isn't as good as their current solution".As for Apple getting a foothold in mainstream...

Tags: SMB/SME, Apple Inc., small and medium business, Apple iPhone

Discussion threads 2008-10-03

Roundup: Enterprise software announcements

A roundup of enterprise software-related announcements released today: IBM unveiled new automated security software for midsize companies to help them test for Web application security vulnerabilities and find advice on how to fix their security issues. The software, called IBM Rational AppScan Express Edition, also helps smaller...

Tags: Software, Mobile, Enterprise Software, Credit Card, IBM Corp., Software As A Service (SaaS), Security, Emerging Technologies, Sam Diaz

Blog posts 2008-10-02

HelpDesk for Outlook and SharePoint (exe)

HelpDesk for Outlook and SharePoint connects Outlook to SharePoint and takes advantage of the best of the two Microsoft products. This a new help desk application from kalmstrom.com Outlook solutions. Can be used for many kinds of issue tracking and user support. The software is safe for the future, since...

Tags: Microsoft SharePoint, Kalmstrom, Help Desk, Call Centers, Microsoft Outlook, Groupware, Collaboration, Microsoft Office, Enterprise Software, It Operations, Office Suites, Software

Software downloads 2008-10-02

To: Circuit City and Best Buy. From: You.

The CEO of Circuit City resigned last week after his failed attempt to revitalize the well-known gadget store. Since then, the 'ol City is looking like it's headed the way of CompUSA. The civic-minded Consumerist blog has decided to call on its readers to compile requests into...

Tags: Circuit City Stores Inc., Best Buy Co. Inc., Consumerist Blog, Product Marketing, Customer Relationship Management (CRM), DVD, Consumer Electronics, Marketing, Enterprise Software, Software, Personal Technology, Home Entertainment, Andrew Nusca

Blog posts 2008-10-01

Student Technology Day: "Windows Cloud" revealed

Steve Ballmer was next door in the Queen Elizabeth Hall talking to the TechNet/TechEd people about Office Live, and mentioning that there would be a major announcement at the PDC on the 27th October. Once he finished there, he popped next door and told us a similar thing. ...

Tags: Microsoft Office Live, Microsoft Office, Microsoft Windows, Collaboration, Office Suites, Software, Operating Systems, Zack Whittaker

Blog posts 2008-10-01

What, me worry (about mobile viruses)?

What, me worry about mobile viruses?Cannot agreeAuthor concluded that diversity of handsets are kind of protection from epidemics which is logically true, but we have no such diversity of operating systems on those handsets - when we speak about smartphones.Therefore, smartphones are vulnerable to malware and should be protected if...

Tags: Cyberthreats, Advertising & Promotion, Viruses and worms, Telecom & Utilities, SECURITY, mobile, Kaspersky, virus, phone

Discussion threads 2008-10-01

Zoho Marketplace: awesome

Awesome is not a word I use often but when I saw Zoho Marketplace, the sound of my jaw hitting the desk was audible in the next street. What better way to get its collection of services working as the hub for other services that might build from Zoho products?...

Tags: Salesforce.com Inc., Marketplace, Sales Force Management, Sales, Dennis Howlett

Blog posts 2008-09-30

Toxic Mac Pro's emitting benzene?

Toxic Mac Pro's emitting benzene?So what is the source of the issue?It's one thing to make such a spectacular claim it's another to provide some real evidence. Why would they be emitting a toxic smell? Might this be the case with other computers too?No wonder MBP fans love...

Tags: benzene, MAC Pro, Apple Inc., toxin

Discussion threads 2008-09-30

Liquid camera lenses controlled by sound

Researchers at Rensselaer Polytechnic Institute RPI have created an adaptive liquid lens that captures 250 pictures per second. Because these lenses are simply powered by water and sound, they need less energy to operate than competing technologies. According to the project leader, 'The lens is easy to manipulate, with very...

Tags: Rensselaer Polytechnic Institute, Droplet, Lens, Camera, Roland Piquepaille

Blog posts 2008-09-30

India's outsourcing bubble is bursting

The collapse of top US financial firms is causing a dramatic slowdown in lucrative contracts among outsourcing companies in India--turning cities like Bangladore inside out. Bangalore, India--Once a high-flying tech hub, Bangalore is seeing more sober days in the wake of the credit crisis. It looks like...

Tags: India, Bangalore, Indian Institute Of Management, Outsourcing Company, Wage Increase, It Operations, Business Operations, Outsourcing & Subcontracting, outsourcing, jobs, skills, Saritha Rai, silicon.com

News items 2008-09-30

Semantic Technology's place in the enterprise; key, but low-key ?

Last week saw over 200 researchers, advocates, implementors and practitioners of Semantic Technology descend upon the delightful Austrian capital for the second European Semantic Technology Conference ESTC. Smaller than the more established Semantic Technology Conference in San Jose and nestling uncomfortably close both spatially and temporally to...

Tags: European Commission, Verizon Communications Inc., Technology, Conference, Semantic Web, Strategy, Internet, Management, Paul Miller

Blog posts 2008-09-29

Web Science: The next academic hot spot

Web Science: The next academic hot spotThe previous issue of SciAm was very good.For anyone who doesn't know, the prior issue of Scientific American was almost entirely about privacy and security, with an appropriate focus on the Internet.I thought the web science article in the current issue was very interesting...

Tags: Channel management, Web, web science, academic hot spot, Web Science, hot spot

Discussion threads 2008-09-27

From Chapter Two: The appliance computing culture

From Chapter Two: The appliance computing cultureYou may want to edit the "More Terminology" section.In it you state and hopefully this is not your own understanding of it: [i]“T1″ is an North American telco designation for a single cable provisioned to carry up to 24 concurrent telephone conversations but usually...

Tags: Network technology, Telecom & Utilities, T1, recorder

Discussion threads 2008-09-26