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Help Desk: Is It Really Necessary?

Paul Phillips — Mon, 30 Jun 2008 19:06:12 +0000

Help Desks are places where people can get help for their IT related issues or problems. The way in which help is offered differs from company to company. Some ways of offering help desk support are through email, phone, websites, etc.

Help Desk is also known by a number of other names including: Customer Support Center, Service Desk, Technical Support, etc. There are many issues which help desk solutions can help solve.

Help Desk offers a little more in the way of customer support compared to traditional call centers. Some ways in which Help Desk may differ from telephone support systems include:
     -Help Desk provides quicker solutions
     -Help Desk offers previous problems to help solve your current issues
     -You can see the written solution to your problem with Help Desk.

Help Desk offers many things which can help grow your business by increasing customer satisfaction and increasing customer support efficiency.

Lennox International Mobilizes BMC Remedy Service Desk 7

Paul Phillips — Tue, 17 Jun 2008 21:16:06 +0000

Lennox International had been searching for a solution which would allow IT staff to respond and resolve issues no matter where they are, increasing efficiency and productivity. Lennox chose Aeroprise to help deploy their mobile Service Desk solution which is easily configurable to mobile devices.

With the increasing IT case volume and higher support costs, this mobile system allows for quicker service and helps improve customer service as well as worker productivity.

LiveTime Updates ITIL Service Management Appliances

blogger — Wed, 11 Jun 2008 10:23:20 +0000

LiveTime Software, which provides of ITIL certified Service Management and Help Desk software, has announced that its new line of ITIL Service Management Appliances based on Intel Xeon processors and open source software stack is now available. The main advantage of this software, designed exclusively for 64 bit operation, and supporting the latest versions of MySQL, PostgreSQL and Solaris 10, is that it can now be used by twice as many users simultaneously as compared to the previous version. The plug-and-play system can be installed in a matter of minutes and fits into any enterprise environment.

FrontRange acquires Centennial Software

blogger — Wed, 11 Jun 2008 10:22:31 +0000

CRM provider FrontRange Solutions has acquired IT governance software provider Centennial Software for an undisclosed sum. UK-based Centennial Software is known for its asset management and network security software. The deal made sense to both parties as there is very little product overlap and both companies share a similar customer base as well as the same VAR partners. Centennial’s Discovery suite will be integrated into FrontRange’s HEAT help desk tool, along with its ITSM (service management), and Enteo (client lifecycle) products. FrontRange, for the record, has nine times the revenue of Centennial. Both companies are privately held.

Supportworks Essentials from Hornbill

blogger — Wed, 11 Jun 2008 10:20:55 +0000

Hornbill Systems has announced that Supportworks Essentials help desk solution is now available. The solution is based on the same technology as Hornbill’s Supportworks Enterprise solutions and offers fast deployment, ease of use and a very low cost of ownership. Since the Essentials solution is based on the same technology platform as the Enterprise solution, it offers customers an easy upgrade should they require one. Essentials is targeted at SMBs that are looking for a solution that can be easily installed, configured, and supported leading to a lower TCO. Drag and drop capabilities allow for easy call logging; a web-based customer self-service portal makes it easy for customers to track their calls.

China IPR SME help desk to be Launched on May 7

blogger — Wed, 11 Jun 2008 10:16:47 +0000

The European Union Chamber of Commerce in China has announced that that the official launch and networking event of the European Commission funded project China Intellectual Property Rights (IPR) Small and Medium Sized Enterprises (SME) Help desk will take place on May 7, 2008 at the Hilton Beijing.

The China IPR SME Help desk is aimed at helping SMEs from the EU with a presence in China. It will offer support and free information regarding the protection and enforcement of IPR in china so that the decision making of the SMBs is speeded up.