Help Desk Chapter Six Resources

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Chapter 6 - Help Desk Operation
WWW Tip
Article "Help Desk Trends and Key Best Practices"
Update: password protected area; requires free registration
www.techrepublic.com/article.jhtml?id=r00320000731ggp01.htm&page=1
WWW Tip
Incident Management Procedures for Mary Baldwin College
Update: original article no longer available. For a comparable description of help desk incident management procedures in the Virginia Community College System, see:
helpnet.utility.vccs.edu/csc/CSLarea/utbrochure.htm
WWW Tips
Help Desk Software Packages
Remedy Help Desk and Action Request System
www.remedy.com
ServiceCenter
www.peregrine.com
Magic Solutions
www.magichelpdesk.com
Clientele for Help Desks
www.epicor.com
HEAT
www.frontrange.com
Track-It!
www.blueocean.com
Manage-IT!
www.baronsoftware.com
TRACK Help Desk
www.soffront.com
IT Support News, monthly trade publication
www.servicenews.net
WWW Tips
ACD Systems
Nortel Networks
www.nortelnetworks.com/products/01/norstar/call_centers/minuet.html
Supplying Satisfying Solutions, article
www.callcentermagazine.com/article/CCM20000727S0006
another excellent article on how ACDs collect useful information for help desk staff is at:
www.callcentermagazine.com/article/CCM20020205S0003
WWW Tip
How a Large Retailer Improved Service via a User IT Support Model, article
Update: original article is no longer available; For an alternative article on the self-support service model, see:
www.servicesnews.net/archives/9803_html/9803ps1.htm
Note
Intranet Road Map at the OpenConsult Web site
www.intranetroadmap.com/default.cfm
Case Project #1
Help Desk Software for SmartCard
www.baronsoftware.com
Note
www.software-helpdesk.com
www.helpdesksoftware.com
Case Project #4
A Support Web Site for a Training Facility
Support.dell.com/us/en/home.asp
www.hp.com/country/us/eng/support.htm
www.symantec.com/techsupp/index.html
 



 

 

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