The 2004 FootPrints User Conference reinforces the strong growth of the FootPrints product line. This year, UniPress has continued to record strong quarter-over-quarter sales, helping organizations of all sizes automate their help desk and customer service operations.

Hundreds of pages with easy-to-follow sections -An extensive must-do checklist based on our experience implementing Help Desk in over 40 industries -New practical advice on awareness, planning, implementation, and review -New commentary on delivering upon business value -All-new "tuneup" section tailored to improve the performance of existing initiatives -Fully updated throughout to take account of current Best Practices and policies, and the state of their use

HDI 2004's Expo Hall is the most comprehensive place to learn about the latest tools and services for the IT and customer support organization. The event's robust expo hall will feature more than 80 vendors of problem and change management, email management, knowledge management, virtual support, self-service, call center technology, customer and electronic relationship management technology, enterprise technology, training, and more.

UniPress Software has realized strong momentum with its FootPrints line of web-based service desk solutions, as exemplified by its growing base of nearly 2,000 customers. The FootPrints product line provides organizations with a powerful system to automate all aspects of help desk and customer service operation. Its flexibility provides the capability to track and manage other business processes, such as change management and workflow management. These features and functionality will be showcased in the agenda throughout the event.

By choosing the Help Desk Training curriculum offered by UniPress, attendees receive courses led by the specific individuals responsible for establishing the Help Desk Institute certification standards and related course material. Beyond the valuable content, these UniPress courses offer an informative and engaging learning environment based on unique interactive sessions and dynamic student exercises. At the end of each course, measurement tools are used to assess if students have met their pre-set goals.

One sure way to reduce the number of end-user incidents coming into the help desk is by addressing impending availability and performance issues before they become critical to the user. For issues that do make it to the help desk it is important to resolve the incidents more efficiently through faster problem identification and resolution. End-user systems management tools do both-and complement help desk application and traditional system and network management tools by providing an end-user perspective.

Intergraph Solutions Group, a division of Intergraph Corporation (NASDAQ: INGR), announced today its completion of Help Desk Institute's Support Center Certification process. Intergraph underwent an extensive auditing process that ensures the company meets industry best practices for help desk service delivery, technology optimization, operational efficiency and customer satisfaction. Fewer than 20 companies have achieved this level of certification.

The joint solution enables TeleVantage customers who are connected to Cynergy's web-based help desk application to have screen pops for inbound customer service calls, Integrated Voice Response (IVR) connectivity for call routing, and outbound desktop dialing for customer service call backs and CRM flexibility. In addition, Cynergy delivers web-based support for the remote technician onsite, as well as a vehicle to track issues and inform customers of up to date changes in the issue or ticket.

Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com) 2.0, a new, hosted application that alleviates e-mail management constraints and increases customer support levels. Developed for small and medium-sized enterprises, the solution does not require additional software installations or hardware purchases.

Through the integration, IT operations and help desk staff can open, act on and close Remedy Help Desk's tickets - without leaving the Formula platform. Formula, working in tandem with an organization's existing monitoring capabilities, can also manage the service availability of the Remedy Help Desk infrastructure environment, including the Remedy Help Desk application, performance metrics, and server, CPU, and disk memory Same as "disk." In this publication, disks and tapes are called storage devices, not memory devices..