Service Desk Defined

A good, yet challenging, definition of the service, or help, desk. ...

... "Service Desk Definition:

- resolves 60% or more of incoming incidents and requests without any escalation

- improves customer satisfaction significantly, when first level resolution is at 50% or more

- reduces costs and time to fix incidents

- keeps businesses running efficiently " ...

Via Service Desk Institute: SDI's Service Desk Definition

Service Desk System Tracks Performance

Ryanair uses service desk software to manage its processes, and sees performance soar. ...

... "We run weekly reports and measure satisfaction levels which are amazing considering we have 22 staff to run the IT department of a GBP 2bn-revenue company with 135 locations, he said. " ...

Via VNUnet: Ryanair IT

Inverse of ITIL Compliance Described ...

Description of service desk that fits the "inverse of ITIL" performance capability. George Spafford shares experience of what not to do and what could be better. This poor level of service is pretty common, not just in IT service desks, but especially acute in retail businesses. Good customer service is a differentiator, and it is not hard to differentiate yourself in that space, given the overall poor performance in many industries. ...

... "From an ITIL perspective, the Service Desk (SD) function is a vital one. It should serve as the single point of contact with customers and users to collect and distribute information both reactively and proactively, plus it should own the incident tickets to make sure they are properly managed. " ...

Inverse of ITIL Compliance Described: Via Datamation: Customer Disservice

ITIL Service Desk Software: Market Consolidation ...

Mercury acquires ITIL service desk software vendor to improve the depth of its offering. Rapid integration of this acquisition should position Mercury as a viable competitor in the service desk space with its suite approach to IT service and portfolio management. ...

... "The acquired offering is an advanced set of ITIL-based technologies that help enable companies to take a business-centric approach to managing an enterprise service desk with low total cost of ownership. This technology provides advanced out-of-the-box ITIL-based capabilities in incident management, problem resolution, configuration management, change management and release management, along with robust functionality in asset and inventory management. Mercury provides this technology as part of its Mercury Service Desk product, which is available as a strategic part of the Mercury BTO Enterprise and part of the Mercury Application Change Lifecycle solution. Mercury plans to further incorporate this technology to expand its set of ITSM offerings within the Mercury BTO Enterprise. " ...

ITIL Service Desk Software: Market Consolidation: Via Mercury Interactive: Mercury Accelerates BTO Strategy For IT Service Management With Strategic Acquisitions ...

ITIL Shared Services: Achievement Recognized ...

Infra is recognized by the Helpdesk Institute for its implementation of ITIL-enabled service desk process for shared service functions at LexisNexis Butterworths. ...

... "The Helpdesk and IT Support Excellence Awards recognise outstanding achievement within the IT Service Management industry at the largest event of its kind in Europe. Winning finalist Infra demonstrated how implementing the IT Infrastructure Library (ITIL) ready infraEnterprise allowed LexisNexis Butterworths to create a single point of contact for staff with the IT department that reaches across the business and includes support teams from other departments, including Finance and HR. " ...

ITIL Shared Services: Achievement Recognized: Via Infra: Infra wins prestigious Helpdesk Institute Excellence Award 2006 ...

HP: Service Desk Asset Management Integration ...

On the heels of the acquisition, HP wastes no time in making progress on the Peregrine acquisition by integrating the Service Desk and Asset Management capabilities. Kudos to them. ...

... "Less than three months after closing the acquisition, HP has combined HP OpenView Service Desk and Peregrine's AssetCenter to provide customers with greater insight and control over their IT assets. ... Asset management enhances a chief information officer's ability to run IT as a service delivery business and to flip the ratio of IT spending between maintenance and innovation. "

HP: Service Desk Asset Management Integration: Via HP: HP Announces First Milestone in Peregrine Software Integration

ITIL CRM Solution: Amdocs

Compucom leverages Amdocs ITIL-compliant CRM solution to provision services. ...

... "CompuCom Systems, Inc. has selected Amdocs CRM to help deliver support to its enterprise customer base. CompuCom Systems is a leading Information Technology (IT) managed services provider that offers IT outsourcing, application development, systems integration, and consulting, as well as the procurement and management of hardware and software. CompuCom provides outsourced 24-hour help desk support services to Fortune 1000 companies, as well as hardware and software repair services utilizing the company's 3,100 field service technicians. To deliver an enhanced customer experience, the company chose to partner with Amdocs. Amdocs has pioneered Integrated Customer Management (ICM) - a strategy designed to help service providers worldwide deliver a better customer experience by placing the customer at the center of everything a service provider does.

CompuCom is currently using several modules of the Amdocs CRM suite of products, including customer support, contract management and quality assurance, to manage the entire customer lifecycle from proactive remote device management through the delivery of onsite field services. Amdocs CRM consolidates all customer data onto a single, unified platform that can be integrated into existing back-office systems, allowing CompuCom to easily access customer information and increase response times to help desk requests. One of the main reasons CompuCom chose to adopt Amdocs CRM is that it is ITIL-compliant. Information Technology Infrastructure Library (ITIL) represents a set of best practices around the support and delivery of IT services, including guidelines surrounding customer service and service management implementation, designed to align IT with business objectives. " ...

ITIL CRM Solution: Amdocs: Via Amdocs: Amdocs Expands Partnership with CompuCom Systems to Deliver an Enhanced Customer Experience to CompuCom's Enterprise Customers

ITIL Service Desk: California Consolidation ...

California Department of Technology Services provides update on their ITIL transformation of the service desk ...

... "Currently, ITSM solutions are being incorporated into the Service Desk area and future plans include the implementation of these practices in other units within the department. To learn more about ITIL/ITSM activities, visit the DTS Online Guide. " ...

Via CMO Bulletin: Information Technology Infrastructure Library (ITIL) / Information Technology Service Management (ITSM) ...

ITIL Service Desk Implementation: Virgin ...

Virgin implements software to enable the ITIL-compliant service desk, including project management integration. ...

ITIL Service Desk Implementation: Virgin: Via Axios Systems, the leading ITIL based Help Desk and IT Service Management solution: Virgin goes for experience in IT Service Management ...

... "Virgin Money is installing assyst across its operation at its central Service Desk in Norwich, initially implementing Incident Management to be followed by Asset and Configuration Management. This first phase of the implementation will also include an integration with its internal project management process. " ...

ITIL ITSM Software Market Competition Grows: Maximo ...

Software vendor MRO Software repurposes their Maximo solution to support IT service management based on the ITIL principles. Competition in the ITSM software market continues to grow as firms shift their products to address this hot space. ...

ITIL ITSM Software Market Competition Grows: Maximo: Via MRO Software: MRO SOFTWARE'S MAXIMO ENTERPRISE SUITE ON DISPLAY AT GARTNER'S 2005 SYMPOSIUM ITXPO: IT Service Management Suite Shows Early Momentum ...

... "MRO Software, Inc. (Nasdaq: MROI), the leading provider of asset and service management solutions, today announced that the company's Maximo Enterprise Suite (MXES) will be on display at the Gartner Symposium ITxpo. MXES combines asset and service management functionality with an IT infrastructure library (ITIL)-based solution for IT Service Management. Companies are shifting from simply managing assets to managing the service they perform and the strategic contribution they make to the business. MRO Software's Maximo Enterprise Suite builds on the Company's core expertise in asset management to deliver an expanded, comprehensive IT Service Management solution encompassing IT Asset Management and Service Desk functionality. " ...

MRO Software is the leading provider of asset and service management solutions. Maximo Enterprise Suite, the Company's flagship solution, is delivered on a web-architected platform and increases productivity, optimizes asset performance, and service levels, reduces costs and enables asset-related sourcing and procurement across the entire spectrum of strategic assets. The Company's asset management solutions allow customers to manage the complete lifecycle of strategic assets including: planning, procurement, deployment, tracking, maintenance and retirement. Using MRO Software's solutions, customers improve production reliability, labor efficiency, material optimization, software license compliance, lease management, warranty and service management across the asset base. MRO Software (Nasdaq: MROI) is a global company based in Bedford, Mass., with approximately 900 employees, and more than 300,000 end-users. The Company markets its products through a direct sales organization in combination with a network of international distributors. MRO Software has sales offices throughout North America, Europe, Asia/Pacific and Latin America.

Knowledge Management: IT Service Delivery Capability

Leverage of a strong knowledge base is a key component of IT service desk delivery. Partnership serves to integrate IT service desk solution with powerful knowledge management capability. ...

Knowledge Management: IT Service Delivery Capability: Via Axios Systems, the leading ITIL based Help Desk and IT Service Management solution: Axios leverages expert Knowledge to push boundaries in IT Service Management ...

... "Knowledge is the life blood of any organization. In today's complex business environments, managing the combination of legacy IT systems and increasing adoption of new technologies, the duties of the IT Service Desk have never been more challenging. Accurate knowledge of these business critical applications and systems is a necessity, with correct and swift knowledge retrieval essential to ensure customer satisfaction, business efficiency and profitability. Axios Systems partnership with Knowledge Powered Solutions (KPS) and Right Answers enables Axios to provide a fully-integrated Knowledge Management solution with RightAnswers knowledge content delivered through KPS leading-edge search technology. " ...

ITIL IT Management Processes ...

ITIL IT Management Processes: Via CIO Analyst Corner: The Management Process Alphabet Soup ...

Jean-Pierre Garbani, Laura Koetzle, and Thomas Powell explore various management improvement methdologies, such as ITIL, and compare / contrast their pros and cons ...

... "ITIL summarizes best practices for the implementation of IT management processes. ITIL defines the processes to be implemented to deliver and support IT services (most of the time, IT services today equal applications) focusing on the business (IT's customer). The ITIL philosophy revolves around the service desk as a communication platform and the configuration management database (CMDB). " ...

Excellence in Program Project Management: Public Sector ...

Excellence in Program Project Management: Public Sector: Via OGC: Government to Recognise Excellence in Public Sector Projects

... "the Office of Government Commerce launches its 2005 Awards for excellence in programme and project management across the public sector. The Awards, known as the Delivery Awards scheme, is a joint initiative between the Office of Government Commerce (OGC) and the Cabinet Office. It is designed to promote, recognise and reward effective use of programme and project management skills in achieving the successful delivery of public sector programmes and projects.

All nominations need to be with the Service Desk by 23rd September 2005. " ...

The Office of Government Commerce (OGC) is an office of HM Treasury, with its own Chief Executive. OGC works across government as a catalyst to achieve best value for money in commercial activities and supports government departments in successfully delivering major acquisition programmes and projects. Its remit now also covers implementation of the Government's Efficiency Programme, and implementation of the Lyons Review on relocation. OGC has a target to secure £3bn. of value for money gains in central civil government by 2006 and oversees the delivery of £21.5bn. by 2008 under the Government’s Efficiency programme.

Web-Based Project Management Software

As the title suggests, web-based-software.com is a specialized directory of purely web-based software for project management. But it's broader than that. It also covers web-based solutions for customer service, bug tracking, document management and more. There's something for everyone. The site offers reviews as well.

Project management software, help desk software, time timesheet, bug tracking, online calendar, document file sharing, gantt chart