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Call Center Protocols: Getting Problems Solved!
Customer support agents (CSAs) are the first line of support for the client when a problem arises. If a level-1 CSA has tried all introductory problem-solving

helpdesk sla  status. However, the on-call helpdesk manager had to be notified immediately, and he would personally assign the appropriate technician to resolve the problem ASAP. Severity 4 • how-to questions This ticket could take up to a couple of days to resolve, as it was not a top priority. Usually, the graveyard shift CSAs handled the non-pressing issues when they had downtime. It should always be remembered that the call center environment involves more than just systems and protocols; it also involves the Read More...
Discrete Manufacturing (ERP)
The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as or...
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Documents related to » helpdesk sla


On-demand ERP in the Enterprise: A Practical CIO Guide to Implementation
Discover a framework for crafting a software-as-a-service (SaaS) strategy in your company. Examine key concerns such as data integrity, maintaining compliance

helpdesk sla  detail of performance reporting Helpdesk support access (by role, channel and hours) and response times Time to resolve a support ticket Time to resolve a billing or customer service query Technology and functional upgrade cycles? What are my requirements for functional scope and adaptability? Integration capabilities for connecting to enterprise and local systems Complexity and detail of processes to be automated Language, currency, tax and regulatory variations Number of separate business and Read More...
ITIL v3: Supporting the Evolution of IT Effectiveness for Improved IT Operations
IT is often characterized as distinct groups pursuing individual agendas and launching disconnected initiatives to increase operational efficiencies. To

helpdesk sla  ITIL Guide | ITIL Helpdesk | ITIL Implementation | ITIL Information | ITIL Infrastructure | ITIL IT Service Management | ITIL ITSM | ITIL Leader | ITIL Library | ITIL Management | ITIL Management Release | ITIL Management Toolkit | ITIL Methodologies | ITIL Methodology | ITIL Model | ITIL Organization | ITIL Overview | ITIL Presentation | ITIL Problem Management | ITIL Problem Management Software | ITIL Process | ITIL Process Implementation | ITIL Process Map | ITIL Process Software | ITIL Processes | Read More...
United Messaging to Provide Enhanced ASP Messaging Services
Through a combination of enhancement offerings such as anti-spam, anti-virus and enhanced fault tolerance, look to see United Messaging to maintain its foothold

helpdesk sla  Messaging also offers 24x7 helpdesk and monitoring, and provides software, hardware and training where necessary. User Recommendations One of the most highly visible, mission critical outsourcing applications is electronic messaging, which makes up the backbone of many corporate organizations. When evaluating your ASP, verify that it offers built in protection from viruses, spamming and denial of service attacks. Verify that support is 24x7 and that monitoring is enabled to prevent unnecessary downtime. Read More...
Managed Hosting in Europe: A Review of the Managed Hosting Market and Suppliers in Europe
The increasing use of virtualization allowed managed hosting providers to reduce costs by sharing infrastructure between customers, creating the earliest

helpdesk sla  Hosting in Europe: A Review of the Managed Hosting Market and Suppliers in Europe The term managed hosting describes the provision of a ready to use IT stack including hardware and infrastructure software for the deployment of applications. Source : Quocirca Ltd Resources Related to Managed Hosting in Europe: A Review of the Managed Hosting Market and Suppliers in Europe : Web Hosting Service (Wikipedia) Managed Hosting in Europe: A Review of the Managed Hosting Market and Suppliers in Europe Read More...
The Definitive Guide to Successful Deployment of VoIP and IP Telephony-Chapter 1
As the era of traditional telephony draws to a close, the doors to the next generation in communications open. Chapter 1 of this 4-part e-book discusses

helpdesk sla  Definitive Guide to Successful Deployment of VoIP and IP Telephony-Chapter 1 The Definitive Guide to Successful Deployment of VoIP and IP Telephony—Chapter 1 If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. There are many horror stories around VoIP and IP telephony deployment . There are also many successes. PROGNOSIS management and monitoring tools make the difference.Successful VoIP deployment relies on careful planning, Read More...
The Lexicon of CRM - Part 3: From R to Z
CRM. C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part three of a three-part article to provide explanation and meaning

helpdesk sla  Lexicon of CRM - Part 3: From R to Z The Lexicon of CRM Part 3: From R to Z R. Garland - November 2, 2001 The Lexicon is divided into three parts, this being the second of three. This third section covers the alphabet from R to Z. For A to I, see Part One . For J to Q, see Part Two . R  RDBMS - Relational DataBase Management System . The typical, standard database, with both data models, data definitions, and data storage capabilities. Examples include Oracle's 9i database, Microsoft's SQLServer 2000, Read More...
9 Critical Characteristics to Demand from Your Timesheet Vendor
If you’ve outgrown your paper-based timesheet system, or if you have multiple time collection systems, it gets hard to understand project costs, figure out what

helpdesk sla  published in your automated helpdesk tool? Is your support staff part of the sales team? In what time can you guarantee me responses? Can I talk to 3 recent customers that are happy with your support? What is your average response time? What did your most recent support poll turn up as the overall satisfaction level for your supported customers? Do you even do such polling? What percentage of your customers renew their maintenance contracts each year?” How We Do It - We have both automated support with Read More...
7 Steps to a Successful IP Telephony Implementation
Enterprises of all sizes are adopting Internet protocol (IP) telephony for cost savings and productivity gains—but high quality voice service takes more than

helpdesk sla  Steps to a Successful IP Telephony Implementation 7 Steps to a Successful IP Telephony Implementation If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. ShoreTel, Inc., a leading provider of enterprise IP telephony solutions, today announced the findings of a new report by the independent research firm Nemertes Research that ranked ShoreTel number one in customer satisfaction. Source : Shoretel Resources Related to IP Telephony : Voice Read More...
Buyer’s Guide: Managed Hosting Services
Hosting a Web site in-house can be expensive, as it requires the necessary hardware and software and power and security precautions@not to mention the cost of

helpdesk sla  Guide: Managed Hosting Services Buyer's Guide: Managed Hosting Services If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader.   The Information Technology market is steadily bifurcating into a commoditized infrastructure market with a rapidly shifting layer of applications and services. Whether its virtualization, network monitoring, or the emergence of DPS, there are a number of market dynamics having a tremendous impact on buyers a Read More...
How to Choose an SMS Provider
For over 15 years, short message service (SMS) has been a quick and reliable way to receive and deliver information@anytime, anywhere. Today, SMS helps provide

helpdesk sla  to Choose an SMS Provider TynTec is a mobile messaging operator, offering enterprise-quality SMS services to mobile network operators, enterprises, internet companies and mobile services providers. Source : TynTec Resources Related to How to Choose an SMS Provider : Short Message Service (SMS) (Wikipedia) How to Choose an SMS Provider SMS Provider is also known as : Best SMS Provider , Free SMS Provider , Install SMS Provider , Premium SMS Provider , SMS Gateway Provider , SMS Messaging Providers , Read More...
Quantifying the Value of Software Asset Management
If you’re not up to speed on the key benefits of software asset management (SAM) solutions, this overview can help. Additionally, you’ll learn about the areas

helpdesk sla  number and length of helpdesk calls Streamline administration of software assets, including upgrades and routine maintenance. Administration currently accounts for close to 33 percent of software budget consumption, according to Forrester Research. And the Information Technology Research Institute states that the cost of maintaining software throughout its lifetime can total as much as 90 percent of the initial purchase price. Leading industry analyst firm Gartner also cites reduced software total cost Read More...
i2 Paints Broad Strokes at eDay
i2 receives a great deal of criticism for delivering less than it sells, but remains the one SCM vendor most capable to realize its vision.

helpdesk sla  from implementation consultants and helpdesk support personnel. Most vendors have committees that review current applications, bug reports, market trends, customer requests, etc., and decide which features to include and which new applications to pursue. As talented as the people in these groups may be, the ideas that reach development are nevertheless many times removed from the point where the applications will be used - the real world. User Recommendations Marketing people are adept at taking Read More...
8 Reasons to Outsource Your Desktop in the Cloud
With organizations looking for new ways to cut costs and increase productivity, cloud computing has become a popular trend. In the most common form of cloud

helpdesk sla  Reasons to Outsource Your Desktop in the Cloud The Independence IT team has extensive experience managing IT infrastructures. From providing top-quality user support to tackling the most complex technical issues, our team is nothing less than obsessed with meeting our clients' needs. Source: Independence IT Resources Related to 8 Reasons to Outsource Your Desktop in the Cloud : Service Provider (Wikipedia) Systems Management (Wikipedia) 8 Reasons to Outsource Your Desktop in the Cloud Desktop Read More...
The Impact of IT Service on Business Process Management
There are potential benefits of operating business process management (BPM) side-by-side with business service management (BSM). BPM and BSM are emerging

helpdesk sla  Impact of IT Service on Business Process Management The Impact of IT Service on Business Process Management If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Compuware Acquires Proxima Technology. In January 2007, Compuware acquired Proxima Technology. Uniface is Compuware's development environment for building, renewing and integrating the largest and most complex enterprise applications. The Uniface Application Platform Suite (APS) Read More...
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