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

Help Desk White Papers

Edith Cowan University: HP OpenView Chalks Up Success With University Helpdesk

Overview Edith Cowan University is taking a scholarly approach to the re-engineering of its IT helpdesk by implementing Hewlett-Packard's (HP) OpenView Service Desk solution based on the IT Infrastructure Library (ITIL) Framework. The University's original terminal-based help desk system had become out of pace with advances made in service management technology and with the University's future business needs. The University selected Kinetic IT to implement HP's OpenView Service Desk 4.5 solution running on Windows 2000 with an Oracle 9.1 database. HP Service Desk effectively manages incident reports, such as system faults, by recording them directly into the system where they are tracked and monitored until permanently resolved.

Further White Paper Details
Publisher	Hewlett-Packard (HP)	File Format	HTML
Date Published	April 2008	Downloads	23
Format	Case Studies
Topics	Help Desk, SLA

Did you find this white paper useful? 3 out of 8 users found this white paper useful

Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup

Publisher:
Serena Software

10+ common questions about SQL Server data types

Publisher:
Susan Harkins

The Regence Group Provides Information to 6,000 Users With BMC Remedy Knowledge Management

Publisher:
BMC Software

Tags:
help desk

University Closes Information Gap With BMC Service Desk Express Suite

Publisher:
BMC Software

Tags:
help desk

TechNet Webcast: How Microsoft IT Uses the Automated Service Agent System to Deliver a Low-Cost, High-Value Service (Level 300)

Publisher:
Microsoft Tips

Tags:
help desk

Diary of an ADSL disaster

A week later and Pollen Reed's IT department finally manages to hook up PCs to the socket, but find the IP addresses have been changed and all emails will have to be re-routed. In fact, according to one unhelpful helpdesk assistant, BT isn't sure...

Channel:
Comment & Analysis

Who does Microsoft turn to for helpdesk support?

HP will provide helpdesk service to Microsoft employees and contractors in up to 68 countries. Microsoft will be turning to Hewlett Packard to help solve its computer problems, under a multi-year services pact due to be announced later today.

Channel:
Applications

HP to get Agilent services contract

The deal expands an existing relationship between the two companies in which HP manages Agilent's network operations in Europe and Asia. The move, which was outlined in a recent memo to Agilent employees, calls for HP to manage Agilent's voice and...

Printer bickering costs firms millions

Joshi said improved reliability will mean users spend less time and money on 'break and fix' helpdesk and support calls and will be able to concentrate on improving productivity. We are focused more on consulting services than break and fix and...

Channel:
IT Director

HP rubber stamps $600m bank IT deal

Hewlett Packard has finally signed its delayed seven-year $600m IT outsourcing contract with the Bank of Ireland. HP will manage the bank's entire IT infrastructure, including desktop systems, servers, mainframes, local area networks, printing...

Channel:
IT Director

Analysis: Bringing IT in line with the business

By applying service management best practices, a helpdesk could know the configuration of a caller's system - and then choose to solve the same problem in all systems with the same configuration. In fact, the IT Infrastructure Library (ITIL) - a...

Channel:
IT Governance

Virtualisation: Architectual Considerations and other Evaluation Criteria

In the past several years, server virtualisation technology has moved quickly and firmly into the IT mainstream. Of the many approaches to system virtualisation available in the market today, VMware's hypervisor architecture has gained the greatest market acceptance. This paper examines the architectural issues, solution support, and enterprise readiness required when deploying such a virtualisation solution.

Publisher:
EMC

Getting Started with Master Data Management

Master data management forms part of an overall enterprise governance program that aims to establish trusted data throughout the enterprise. This white paper from Mike Ferguson of Intelligent Business Strategies defines master data, examines why it is needed, and explores methodologies for implementing master data management.

Publisher:
DataFlux

Optimising Storage with Global File Virtualisation

This white paper will provide an overview on how Rainfinity Global File Virtualisation virtualises unstructured data environments and moves data -including active, open files-without disruption to users or applications. Rainfinity is the only enterprise-class file virtualisation solution, and delivers complete NAS optimisation across geterogeneous environments, such as NAS, CAS, and file servers.

Publisher:
EMC

Also on silicon.com

Site Navigation:

Help Desk White Papers

Edith Cowan University: HP OpenView Chalks Up Success With University Helpdesk

Quick Sitemap Links:

About Us

Search

Blogs

Verticals

Advertising Features

CNET Networks in Europe

CNET Networks in the United States

CNET Networks in Asia Pacific