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Six Sigma for IT Service Level Management
Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing

it service desk reports  Sigma for IT Service Level Management Six Sigma for IT Service Level 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. Compuware's Service Level Management (SLM) solution delivers metrics for both IT and business audiences. Tying our SLM capability with our Business Service Management solution supplies the critical aspects needed Read More

Help Desk for the Health Care Industry
Help Desk is an application for assisting and managing calls for support from computer users. It also includes computer and software inventory tracking along with technical support knowledge bas...
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Documents related to » it service desk reports


Creating a Winning Data Transmission Service
Today’s data transmission departments are battling for budget and relevance. Moving files and ensuring delivery is getting tougher every day. To successfully

it service desk reports  is measurable, but does it ensure that the service meets expectations? What if the transfer was supposed to arrive by 5 pm but doesn t hit until 5:20 p.m. even though the transfer itself occurred within the 15-minute window? In this example, you would have met the SLA criteria, but the customer would be dissatisfied. Reevaluating the criteria, it would be better to identify the metric as the transfer being completed by a certain time. How Sterling Commerce can help We make it easier for you to talk Read More
Navigating Between Service Management Scylla & Charybdis - Part 2
Part 1 of this series analyzed the phenomenon of the rise of the service economy: the increasing importance of the service sector in industrialized economies

it service desk reports  service business. Thus, I think it behooves companies who are service providers to think the “green and lean” way, in order to increase their margins and make their customers happier by doing so (and it cannot hurt to save the planet a bit). A Big-box Retailer Example Part 1 established that aftermarket services  are becoming a major  profit center  for many companies, and  big-box retailers (megastores)  are also investing in their service groups. After years of successfully selling service Read More
Why Service Matters: Enterprise Solutions, Market Differentiation, and IQMS
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive one-source delivery and

it service desk reports  upfront nature that makes it stand-out from its peers. Its maintenance contracts include all product upgrades and technical support, without any hidden costs. This, combined with IQMS' great reputation for customer support, highlights the company's open lines of communication. Customers are almost never put on hold or have to go through an annoyingly long automated process. Rather, calls are answered by a knowledgeable person, not a recording. The vendor happily lets anyone talk to any of its satisfied Read More
Reducing Operational Risk of IT Service in Finance
An overview for CIOs of the provision and management of IT services at a level that addresses the risk management issues raised by the Basel Committee's New

it service desk reports  Operational Risk of IT Service in Finance Reducing Operational Risk of IT Service in Finance 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. Compuware IT Service Management provides an end-to-end view of application performance while helping communicate the business value of IT services, and proactively identifying and resolving Read More
Understanding Service-oriented Architecture and Its Impact on Small Manufacturers
Within the manufacturing community, the arrival of the latest, greatest enterprise software technology is often met with skepticism. The right service-oriented

it service desk reports  down time and expensive IT fixes can negatively impact the ability of these organizations to compete in the marketplace. Manufacturers are under increasing pressure to coordinate operations more closely with their supply chain partners. Smaller operations need to adapt to new standards for exchanging system-tosystem data and provide automated customer service information to keep their customers happy. By using technology that ties in with their customers’ business operations, small manufacturers can Read More
Reverse Logistics for Service
Reverse logistics management for service requires specialized software that accounts for many transactions and processes unique to installed base support. By

it service desk reports  service organizations can increase productivity, improve the customer experience, and significantly reduce costs. Find out more. Read More
The Evolution of IT as a Service
Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider

it service desk reports  as a Service Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize today‟s Read More
The Importance and Benefits of Automatic Technician Scheduling in Field Service Operations
Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all

it service desk reports  Importance and Benefits of Automatic Technician Scheduling in Field Service Operations Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all! Service demands and schedules are incredibly dynamic and constantly changing throughout the day. Most service companies today require an automated and real-time approach to scheduling field service staff. Know the benefits of implementing a dynamic scheduling Read More
DSL Ltd. Selects IFS for Service Management
DSL Ltd., a Canadian commercial food service and restaurant equipment distributor and service provider has chosen IFS Field Service Management and IFS Mobile

it service desk reports  dynamic scheduling functionality helped it beat an FSM market leader in this deal. This is certainly an important win for IFS’ FSM business, still fledgling in comparison to its well-oiled ERP and enterprise asset management (EAM) counterparts. Read More
3 Tips for Integrating Field Service Management Software with ERP
Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service

it service desk reports  Field Service Management Software with ERP Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service management system with enterprise resource planning (ERP) software and other operational systems, data warehouses, or data sources. Read More
Selecting Field Service Management Software
What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help

it service desk reports  adapt to rapidly changing priorities, schedule in real time, meet demanding service level agreements, and more, all while reducing cost. Read More
SAP field service
SAP offers an end-to-end service management solution that can be used across all the departments of a company to manage contracts, process issues, and

it service desk reports  Service Management, which offers functionality for service order management, installed-base management, warranty and claim management, parts logistics integration, and mobility. Analytics and big data features are also delivered by SAP to extend its core field service offering. Workforce scheduling and optimization allows users to allocate resources and optimize planning based on factors such as skills, location, customer preferences, and service commitments (as defined by contracts and SLAs). Using Read More
How to Convert Service Calls Into Sales
In the white paper how to convert service calls into sales, you'll discover how real-time offer management allows your company to continuously lear...

it service desk reports  it's real-time and adaptive, it allows for automatic offer optimization and continuous insight into customer needs. You'll also discover how to provide cross-sell and up-sell offers at just the right moment. Find out how to do more business with your existing customer base. Download your PDF copy of How to Convert Service Calls into Sales today.   For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: 514-954-3665, ext. 367. Read More
Team With Business Management to Drive Out IT Cost
IT complexity drives cost and to a great extent, it is business management that drives IT complexity. Until IT architecture and infrastructure are simplified

it service desk reports  Management to Drive Out IT Cost Team With Business Management to Drive Out IT Cost J. Dowling - July 25, 2002 Introduction   Does it cost more to run an IT Department that uses two relational database management systems than only one? How about three? How about a company that uses twenty-one different shop floor control systems or a state government that has more than thirty purchasing systems? Let's throw out the infinitesimal percentage of companies who do benefit from having multiple variants of the Read More

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