To excel in an increasingly competitive business environment, organizations need to automate business processes wherever possible.
Comparing help desk software features can help narrow the choices in the software selection process, enabling organizations to find the solution with the capabilities that answer their service requirements. Compare the features of top help desk software products from leading vendors and discover what these solutions have to offer.
ITIL is a method for organizing and delivering your IT services using best practices to help you give your team the utmost in efficiency, quality and collaboration. ITIL standardizes and formalizes the way service desk functions are delivered, among other IT elements. Through the shared knowledge of businesses, IT minds, and IT experts across several industries, ITIL continues to be a valuable resource to your organization.
Information Technology (IT) is one of the most critical elements within any business, demanding a practical approach to service management. This practical approach is found in the IT Infrastructure Library (ITIL), a process-based, best practices framework developed for IT service management.
There are two certainties in the support world: Customer expectations are on the rise, and support organizations must effectively differentiate from the competition to be successful.
The IDC predicts that by 2011, 73 percent of the U.S. workforce will be mobile, inevitably increasing the pressure on the IT help desk. That's why more companies are turning to Web-based, customer-centric remote support to support a burgeoning remote workforce.
Self-service continues to rock the support world because it drastically frees up representatives' time and reduces expenses. But are there hidden costs of self-service?
Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue; customer satisfaction and loyalty; and increased productivity.
This new Ziff Davis White Paper examines new strategies for improving operations and exceeding client expectations, despite today's economic climate. Remote service delivery is proving to be a strategic ally in providing premium service to clients while enabling you to cut costs.
The growing movement to improve IT service delivery and support has led many companies to rethink the structure and composition of their service desks. When planning such a reorganization, IT management must keep in mind that customers of the support organization do not have technology problems, they have business problems. The technology is merely a tool that these users need to use to accomplish a business task. With this in mind, the result is a set of basic principles that should guide organizational design and planning.