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

Help Desk White Papers

Implementing Help Desk Express Service Order Management

Tags:
help desk

Overview This paper discusses the dynamic market attitude shifts towards the service department being treated as a strategic marketing tool rather than as a necessary operating expense. The value of the support and service department activities is discussed along with various service models, processes and management approaches. Three service management models are presented: internal, external and hybrid. No model is identified as being better than another. The common six-step service process is also introduced. The steps include receiving, logging, dispatching, completing, invoicing and receiving payments for service orders.

Further White Paper Details
Publisher	Jen Underwood	File Format	PDF
Date Published	May 2002
Format	White Papers
Topics	Help Desk, Customer Support Services

Did you find this white paper useful? 1 out of 3 users found this white paper useful

The Bloor Perspective: Mobile Linux, crazy CEOs and an ASP success story

The third category is the "better CEO", who completely shifts the emphasis of the company from the past to future businesses. He also said: "The cultural challenge for many companies is this: will hybrid models work?

Channel:
Comment & Analysis

Critics label Microsoft's OOXML a 'marketing tool'

Tim Bray, the writer of XML, wrote in his blog last week that Microsoft pushed for its OOXML standard to be accredited by the ISO so the software giant could use the accreditation as a "marketing tool".

Channel:
Law & Policy
Tags:
ooxml,
iso,
microsoft,
vista

Businesses tap YouTube as marketing tool

An online peer-to-peer (P2P) currency exchange is the latest company to attempt to harness the marketing power of YouTube by offering $10,000 for budding film-makers to create a short advert for the company and post it on the video-sharing website.

Channel:
CxO Extra
Tags:
fxa world,
youtube

Axim X5 hit by glitch

Since they began receiving Dell Axims with the 2003 software installed, a number of Dell customers have reported a noticeable lack of performance in the newer models versus older models with Microsoft's Pocket PC 2002 software.

Ovum On: Wireless spam

In countries where networks operate under the 'called party pays' model, users may be charged for receiving unsolicited mail. It started using alpha-numeric mail addresses as defaults instead of a phone number and providing 400 packets per month...

Channel:
Comment & Analysis

Analysis: CRM - get involved

The rewards just didn't seem to be worth the trouble and the huge expense. According to Juliet Armstrong, a partner at consultancy The Berkeley Partnership, development of that strategic model will help to involve senior management from the whole...

Channel:
CRM in the mid-market
Tags:
crm

Featured White Papers

IDC reports on Novell's Secure Desktop Solution: A Modern-Day Marriage of Business Benefit and Risk Reduction

This IDC whitepaper examines how companies are turning to integrated security solutions, such as Novell Secure Desktop Solution, to deal with the vulnerability of mobile assets and implement a comprehensive security strategy.

Publisher:
Novell

Green IT: Reducing your Carbon Footprint with Citrix

Going green has become an imperative, not an option, for companies facing the new reality of balancing business objectives with dwindling environmental resources. Read on to learn how Citrix products can help bring environmental and organizational objectives into alignment by alleviating the energy impact of equipment needed to serve both the datacenter and the desktop.

Publisher:
Citrix Systems

Identity and Security Management and Strong Information Technology Goverance

A total identity and access management (IAM) – driven goverance, risk and compliance (GRC) solution should ensure foolproof and accurate measurements of policies and practises across the enterprise. This IDC white paper examines identity and security management (ISM) solutions and how these integrated offerings can play a key role in enforcing security compliance.