You are here: silicon.com > Resources > White Papers > IT Management > User Satisfaction > Help Desk

Help Desk White Papers

Southwest Airlines Supports Business-Critical Systems With Remedy and Vytek

Overview 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 high priority and urgent cases, while also tailoring notification methods for low and medium priority cases based on the requirements of each support group. The Remedy Help Desk and TelAlert combination is contributing to Southwest's success by speeding response time when outages occur in the IT environment.

Further White Paper Details
Publisher	BMC Software	File Format	PDF
Date Published	March 2009	Downloads	13
Format	Case Studies
Topics	Help Desk, SLA

Did you find this white paper useful? 6 out of 24 users found this white paper useful

Selection Criteria for Remote Support Tools

Though basic remote support technology is available from many sources, including some freeware and shareware options, companies interested in improving both the economics of support and the customer experience should...

Publisher:
NTRglobal

Tags:
help desk

Applying Remote Support Technology for Maximum Impact

Remote-support technology is a powerful tool for support delivery. By using remote support, technicians can access the users' desktop to effectively diagnose and resolve the issues. But to yield maximum...

Publisher:
Citrix Online

Tags:
help desk

9 Management Practices for Exceptional Webinars

Marketing professionals continue to rate Webinars as one of the top tools for lead generation. Yet, many marketing departments still do not have a process in place to maximize Webinar...

Publisher:
Citrix Online

Tags:
help desk

Saudi Agency Improves Service Reliability With Centralized Service Desk

Saudi Post depends on technology for the effectiveness and efficiency of its high-quality and modern postal services. Thus, the IT department saw itself as a reliable service provider that met...

Publisher:
Microsoft

Tags:
help desk

eBook - How to Drive Better Business Outcomes with Exceptional Web Experiences

Today's businesses stand to benefit by implementing an enterprise-class portal that provides consistent access to customized tools that improve productivity, fuel innovation, and improve customer satisfaction.

Publisher:
IBM

OECD joins spam fight

But in calling on the organisation's 30 member states - which include the United States, Japan, Germany and the UK - to cooperate in the fight against international fraud, they clearly allude to the problem of unsolicited commercial email.

Intel contributes to anti-SCO Linux fund

Thus, the use of Linux "constitutes a violation of the United States Copyright Act", the Lindon, Utah-based company has said. Intel has become involved in the legal battle between the SCO Group and Linux, contributing money to a defence fund geared...

Channel:
Operating Systems
Tags:
sco,
linux,
intel

Analysis: Search engines take the stand

Rules governing out-of-court research are ambiguous about the use of search engines and, in the United States, tend to vary by state. In the United States and abroad, judges are turning to search engines such as Google to check facts, to look up...

Channel:
WebWatch
Tags:
search engine,
google

AT&T Wireless to join the 3G fray?

AT&T Wireless' choice was either to launch a 3G network in four cities by year's end or pay a significant amount of money to NTT DoCoMo. The carrier is expected to launch the service in Detroit, Phoenix, San Francisco and Seattle.

Google picks up satellite image firm

The company does not have high-resolution imagery for the entire globe, but its website offers a list of cities that are available for more detailed viewing. The company has focused most on covering large metropolitan areas in the United States and...

Channel:
WebWatch
Tags:
keyhole,
google

Segway to Europe?

Segway executives also say the scooter has big potential in Asia, where already-densely-populated cities are growing rapidly. Supporters of the technology initially believed it would transform transportation and the way cities are built.

Channel:
IT Pro

Featured White Papers

The Value of Location Intelligence in the Communications Industry

Public Services are under pressure, the challenge is to do more with less. How do you improve citizen satisfaction, increase cost efficiencies and improve service delivery? The power of location intelligence is helping many local authorities and government departments make more informed decisions and derive greater value from current location-based information and data. Read this whitepaper to see how you can take advantage of location intelligence.

Publisher:
Pitney Bowes

Best Practices for Translating Customer Satisfaction into Revenue

Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a foreign language. How do you quantify customer satisfaction? Download the Best Practices for Benchmarking Customer Satisfaction to get industry research the Association of Support Professionals (ASP) on how to measure and leverage customer satisfaction.

Publisher:
Citrix Online

HP print solutions and 3M

the objective for 3M was to optimize office printing infrastructure at 3Mlocations worldwide Reduce total cost and environmental footprint. Some of the business benefits acheived by switching to HP print soultions, More than $3 million in savings in first two years and Per page costs reduced by up to 90 percent.