Helpdesk System

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  • A self-improving helpdesk service system using case-based reasoning techniques

    It is an effective technique in the area of customer services or helpdesks. That is, a CBR system is used to solve most of the commonly occurring customer problems. While the implementation techniques may vary, most CBR systems include the following five steps: case representation and storage, precedent matching and retrieval, adaptation of the retrieved solution, validation of the solution, and finally, casebase update to include the information gained from the new problem.


  • Help desk primer

    Do you honestly consider the service or support function at your company a center? Does it provide the most timely and targeted market research available? Is it the most cost effective form of public relations money can buy?


  • SSI selects Supportworks for IT Helpdesk

    SSI Computer Services Ltd has revealed that it has selected Hornbill Systems, an IT support and service management solutions company, to provide IT Helpdesk software.


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  • France Telecom answers call for integrated help desk - France Telecom's use of Answer Systems Inc's Apriori help desk system

    Like many large companies, France Telecom dispensed support through a series of corporate help desks, each with its own approach to solving problems. Then the firm centralized the function with a package from Answer Systems.


  • System helps streamline help desk procedures

    At TechRepublic, we've learned from our members that managing a help desk is one of the areas of IT management that could most use some streamlining. In fact, in July of 2002, we ran an article, "How to systematically prioritize your support calls", that was widely lauded by our members for its description of a technique that prioritized help desk tickets based on an old banking practice of "credit scoring." That article prompted some follow-up questions about how to hone the technique further. The author, Richard Stefka, responded to those questions and we present those answers below. We hope they will further clarify the prioritization method Richard describes in the article.


  • The Information Systems Help Desk as a Strategic Change Agent in Healthcare Organizations

    Develop a three-tier model of a healthcare organization's internal information systems or IS help desk whereby it becomes a core competency of a knowledge-based organization. STUDY DESIGN: Conducted a review of the literature regarding internal IS help desk design and management. Journal articles were reviewed for relevance and classified according to focus of article, type of article, healthcare related, and change management related. Revised traditional help desk models using concepts of organizational intelligence gathering, double-loop thinking, and system fit. Using the revised model, interviews were conducted with IS and non-IS management in healthcare organizations.


  • Ticket Management / Helpdesk System for MS CRM 3.0

    Using this system, Companies can implement their support system easily basis on MS CRM. It is developed in ASP.Net 2.0 (C#). All things are based on only simple configurations.


  • Administrative Systems Help Desk Services

    The AIS Help Desk was established to provide campus users with information and technical assistance for all centrally-administered applications and services.


  • Remedy Adds Discovery Service for Tally Systems TS.Census; Partnership Integrates Leading Discovery Tool with Remedy Helpdesk and Remedy Asset Management

    Tally Systems and Remedy(R), a BMC Software company (NYSE: BMC), today announced the release of Remedy Discovery Service 1.0 for Tally Systems TS.Census, an integration product that enables Remedy Help Desk and Remedy Asset Management to seamlessly work with Tally Systems TS.Census asset-tracking software.


  • IP Gear HelpDesk is Essential for Efficient Design Reuse

    The HelpDesk adds browser-based support to the IP Gear family of tools for managing your development supply chain - allowing SIP consumers to log problem tickets and receive assistance. IP Gear HelpDesk integrates SIP support functions with the IP Gear Catalog and SIP delivery system; having one system to develop, deliver and support SIP ensures that valuable information is properly associated and archived with SIP deliverablesThe measurable result or output of a process.


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