service desk Resources on ZDNet

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Splunk adds change-management and Windows support to IT search software: IT search company Splunk today added to its arsenal of tools for IT managers with the launch of Splunk for Change Management, an application to audit and detect configuration and changes, and Splunk for Windows, which indexes all data generated by Windows servers and applications. The San...; Tags: Service Desk, Application, Audit, Information Technology, Splunk, Microsoft Windows, Change Management, Podcasts, Strategy, Financial Accounting, Operating Systems, Software, Tools & Techniques, Management, Internet, Finance, Dana Gardner; Blog posts 2008-04-29
ITIL® Practitioner: Support and Restore Management: View Available Dates and LocationsThis ITIL Practitioner training course focuses on the ITIL processes of Incident Management, Problem Management, and Service Desk functions. Learn to optimize the quality of service by applying the ITIL best practices, and learn to more effectively respond to incidents and problems as...; Tags: Service Desk, Problem Management, ITIL, It Services, Process Improvement, Quality, Business Operations; Training 2008-01-01
Richmond SupportDesk (exe): Richmond SupportDesk allows the implementation of enterprise wide IT Service support, designed for rapid implementation and to deliver ITIL best practices. Delivering fast, flexible and measurable service support via Windows, Web, and Mobile client interfaces. Service desk operators workload is reduced through self service knowledge base articles and defined, structured...; Tags: Service Desk, Knowledge, Knowledge Base, Richmond SupportDesk, Service Desk Operators Workload, It Services, ITIL, Strategy, Management; Software downloads 2007-12-21
Improving First Call Resolution: 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. You'll learn the hidden flaws in the current industry trend toward simple self-service--and how a new model combines self-service with the latest in help desk...; Tags: Service Desk, Webinar, Thomson First Call, SupportSoft, Resolution, Help Desk, Call Centers, It Services, It Operations; Webcasts 2007-11-28
Improve the Efficiency of Your service desk: Are you looking for ways to eliminate increasing IT service desk demands? Are you trying to enable users to resolve some of their more basic issues, including password reset, through user self-service? This paper examines the role of password management including support capabilities and solution economics, and demonstrates...; Tags: Service Desk, BMC Software Inc., Password Management, Password, Problem Management, It Management, It service Management; White papers 2007-06-04

Web Services and Service Management: Enterprises currently faced with the challenge of integrating and extending their investments in sophisticated business applications such as ERP, CRM and Service Desk, are increasingly turning to Web services. As a result, many businesses looking to better leverage their IT assets and provide their organizations with the agility needed to...; Tags: Service Desk, Web, Service Management, Web Service, Web Services, Channel Management, It Services, Enterprise Software, Software, Marketing; White papers 2007-02-01
BMC Performance Manager: Proactive incident and problem management reduces the number of calls to the service desk while more completely satisfying end users. Service desk associates will become more efficient and will have more time available to assist end users who have especially complex or unusual problems. BMC Software is the only company...; Tags: Service Desk, BMC Software Inc., Performance, Problem Management, BMC Performance Manager, It Management, It service Management; White papers 2007-01-03
DHL: HP OpenView service desk Delivers: 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 service levels.; Tags: Service Desk, Hewlett-Packard Co., HP OpenView, It Services, Utility Computing, It Management, It service Management; Webcasts 2007-01-01
Incident Management - Do's and Don'ts: This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. 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...; Tags: Service Desk, Incident Management, ITIL, Process Improvement, It Services, Help Desk, Quality, Business Operations, It Operations; White papers 2006-11-29
Knowledge Powers the service desk: Knowledge Management KM has enjoyed something of a chequered history in the corporate arena, with many early implementations failing to live up to full expectations. This is perhaps unsurprising given the high hopes for KM and the practical difficulties that many organizations experienced when trying to effectively create, capture, organize,...; Tags: Service Desk, Knowledge, Knowledge Management, Strategy, Business Intelligence, Enterprise Software, Software, Management, Data Management; White papers 2006-11-01
Gaining Control of IT Service Management with a Web-based service desk: If your technical support staff is being pressured to do more with less (and whose isn't?), this Numara Software white paper is for you. It explains how today's mid-market organizations are benefiting from the multi-dimensional capabilities of a next-generation, Web-based service desk, which allows them to: Accelerate...; Tags: Service Desk, Numara Software Inc., Web, Information Technology, IT Service Management, It Services; White papers 2006-08-30
The Benefits of a Single Point of Contact: In ITIL, the service desk function performs a number of critical tasks. To say it is simply the traditional help desk renamed does not do the service desk justice. In many respects, the service desk's role as the single point of contact is one of the most important facets because...; Tags: Service Desk, Benefit, It Services; White papers 2006-08-10
Synchronizing service desk Data with PIM Applications on Desktop and Mobile Devices: Personal information management PIM software is a powerful and convenient tool that enables service desk agents to readily organize incident data from multiple sources. But there are problems associated with keeping PIM data up to date, since it's placed in local databases and caches and is disconnected from its source....; Tags: Service Desk, Numara Software Inc., Desktop, Mobile, Personal Information Management, Mobile Device, Personal Information Management Software; White papers 2006-07-24
BMC service desk Express Suite: The Asset Management Process: Asset management in the midmarket encompasses a wide array of topics. Complete lifecycle asset management allows the organization to control the entire process, from purchase requests through delivery and management of all assets. The process by which all organizational assets are tracked is known as lifecycle management. Historically, the organization's...; Tags: Service Desk, Asset, BMC Software Inc., Asset Management, Operational Planning, Business Operations; White papers 2006-07-05
Transforming to the Pervasive service desk: The pervasive service desk provides a problem resolution platform to improve end user productivity and satisfaction by simplifying and unifying the steps to solve computing issues. It promotes an integrated suite of support services that can be offered anywhere and anytime, powered by automation to improve the end user's overall...; Tags: Service Desk, Computer Associates International Inc., It Services; White papers 2006-07-01
British Government Communications Headquarters Implements Strategic Enterprise Service Management Solution: The client was UK Government Communications Headquarters. To successfully face the challenges of accelerating technological change, GCHQ required an Enterprise Management solution for its highly complex, distributed IT infrastructure. The Strategic Enterprise management solution implemented by HP integrates and consolidates key IT management disciplines on a single management platform. The...; Tags: Utility computing, Hewlett-Packard Co., enterprise management, service desk, IT environment, IT administration, information technology, IT infrastructure; Case studies 2006-05-04
Measuring Success - service desk Evaluation Guide for the Midsized Business: How to Choose the Right service desk Solution and Improve Your ROI: As IT budgets continue to fall under close scrutiny, it's more important than ever to ensure that software purchases are adding to ones company's bottom line. Selecting the right service desk solution for managing the mission-critical operations can help to accomplish this goal. Selecting the wrong one can cost you....; Tags: Service Desk, ROI, It Services; White papers 2006-04-04
Beyond Satisfaction: How to Awaken End User Buy-In and Passion by Launching a Pervasive Support Automation Initiative: End users are becoming increasingly aware and accepting of new support mediums: web chat, remote support, and self service knowledge bases. In order to achieve maximum productivity and retain their buy-in, one must provide more than the typical support experience. End users must be able to maximize their effectiveness and...; Tags: Service Desk, Computer Associates International Inc., It Services, Remote Administration, Strategy, Management; White papers 2006-04-01
Connect the Dots Between service desk and IT Operations: Improving Business Service Delivery: In the normal course of operations, in a large-scale IT environment with dozens of monitoring solutions in place, there are typically more events generated on a daily basis than actually can be handled. Although most IT groups now use some level of correlation to reduce down the amount of symptomatic...; Tags: Service Desk, Information Technology, Strategy, Management; White papers 2006-03-30
Demystifying Sarbanes-Oxley for the service desk: The Sarbanes-Oxley Act of 2002 SOX was passed to protect investors and prevent financial wrongdoing by public corporations, by improving the financial integrity, transparency, and reliability of corporate disclosures. SOX requires corporate officers and managers to not only certify financial results, but to demonstrate that their record-keeping is correct, not...; Tags: Service Desk, Financial, Sarbanes-Oxley Act, COBIT, Sarbanes-Oxley, Regulatory Compliance, Regulations, Financial Accounting, Government, Finance, Human Resources, Policies And Procedures; White papers 2006-03-10