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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


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...
Running and Optimizing IT: A Best-practice Approach
IT has long been one of the best ways to address business challenges. Yet significant obstacles at the level of IT infrastructure stand in the way. Siloed IT

it service desk reports  achieve its strategic goals. IT Service Management: The Need for IT Process Standardization By adopting formal practices and standards for managing infrastructure and operations, IT organizations can better work with the business to understand business requirements, implement solutions to help execute on business strategy, and simplify IT operations to reduce costs and free up resources to focus on higherlevel activities. This is the idea behind IT service management (ITSM) . While many IT organizations 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...
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...
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

it service desk reports  ), and regardless whether it is about a service complaint or a mere inquiry. The combination of customer information, dynamic scripting, and built-in process management must help to ensure this consistent customer treatment. The contact or call center is constantly changing, and businesses need ever more powerful and flexible CRM tools that continually provide greater productivity, decreased costs, and enhanced service. Also, as many research and surveys report, companies have traditionally focused too Read More...
IT Service Management-A Road Map for Success
Although information technology service management (ITSM) is not a new discipline, many organizations have yet to adopt it as a part of their IT service

it service desk reports  a part of their IT service improvement strategy. To be successful, businesses must start by building a custom road map. Read about how focusing on long-term, strategic objectives—including a realized return on investment (ROI)—can greatly improve your IT service delivery and support. Read More...
VSI Putting Its Service Management Feelers Out
Enterprise resource planning (ERP) solution providers are beginning to recognize that manufacturing companies now view aftermarket service as a strategic

it service desk reports  Putting Its Service Management Feelers Out For many manufacturers, aftermarket sales and service is where they cement a valued customer experience. Enterprise resource planning (ERP) solution providers are beginning to recognize that manufacturing companies now view aftermarket service as a strategic initiative. Along these lines, several ERP firms have announced partnerships with Vertical Solutions Inc. (VSI) to extend their solutions for companies to connect back-office and service operations. VSI Read More...
Grupo Posadas S.A.B. de C.V. Implements Hosted IT Infrastructure and Saves 30% on IT Maintenance


it service desk reports  de C.V. Implements Hosted IT Infrastructure and Saves 30% on IT Maintenance Read More...
E-Business Customer Service Success at H.B. Fuller Company
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service.

it service desk reports  both customers and suppliers. It anticipates significant value when usage reaches critical mass. Before HBFullerStore.com, nearly 80% of Customer Service Dept calls were non-revenue generating inquiries related to product information, order status, or MSDS requests. It is estimated that telephone and fax inquiries will decrease by 40-50% as a result of being resolved online, dramatically reducing the need for personnel and associated phone costs. For example, approximately 54,000 MSDS and TDS forms were Read More...
Software as a Service Is Gaining Ground
Software as a service is the latest incarnation of the hosting model. The demand for cost efficiency, information technology flexibility, and faster return on

it service desk reports  all aspects of their IT needs. They may be commercial ventures that cater to customers, or even not-for-profit or government organizations, providing service and support to users. ASPs emerged on the Internet in the late 1990s in response to the expenses, upgrades, and technical difficulties, including misbehaving applications, random server downtimes, and compliance issues suffered by enterprises. But, while ASPs eliminated many application deployment and maintenance issues, the ASPs and hosting Read More...
IT Epidemic: Treating IT Client Relationship Breakdown
The frequency of breakdowns in the IT client relationship is reaching epidemic proportions. Indeed, an IT client breakdown is comparable to the onset of an

it service desk reports  Epidemic: Treating IT Client Relationship Breakdown The frequency of breakdowns in the IT client relationship is reaching epidemic proportions. Indeed, an IT client breakdown is comparable to the onset of an illness. If caught early enough, treatment is often relatively painless. However, if left to advance to the later stages, or full maturity, the treatment will not only be invasive, but also require significant recovery time. Read More...
The Path to World-class IT Governance: Maturing Your IT Organization to the Next Level
Many IT organizations lack clear well-defined plans that will bring them to mature governance. By focusing on seven key process categories, an organization can

it service desk reports  Path to World-class IT Governance: Maturing Your IT Organization to the Next Level Many IT organizations lack clear well-defined plans that will bring them to mature governance. By focusing on seven key process categories, an organization can determine its governance maturity. A staged approach allows companies to realize rapid time to value by introducing new tools and processes on an incremental basis. As a result, they can avoid an expensive, one-size-fits-all governance solution that may bring Read More...
Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel,

it service desk reports  productized services , integrated it service provider , productized service offering , b2b productization services , productization strategy and architecture , service product management , service business . Introduction Professional services clients seek solutions to problems, and the very nature of intangible services makes them difficult to comprehend - they cannot be touched, tasted, or seen. Consequently, clients often seek various forms of assurance that their problems can in fact be solved by the Read More...
Epicor for Service Enterprises
Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every

it service desk reports  service automation (ESA) solution. It manages and streamlines virtually every aspect of your service organization—from bid management, engagement delivery, and resource management, to project accounting, portfolio management, and beyond—all within a single solution. Introduced in June 2003, Epicor for Service Enterprises builds on an Epicor investment in professional services automation (PSA) and project accounting of over twenty years. Version 8.0 offers groundbreaking use of XML Web service and Read More...

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