Every
organisation uses tools to support the IT organisations in
delivering the services and performing the processes. The type of
tool you need, is fully dependent on what you want to get out of
it.
For
small organisations, the tool can be an Excel Spreadsheet. This can
be more than sufficient. For larger organisations, you will probably
be looking at other commercial tools.
Try
to design your processes before you start looking for a tool. This
gives you the opportunity to really do a thorough Functional and
technical specification before talking to the
vendors.
A lot
of research can be done using the Internet. Many (tool) vendors have
a list of appropriate tools listed with the
specifications.
http://www.independenttool.nl/
There are many tools on the market,
and they are all slightly different from each other. The following
list gives an example of some of the tools that organisations
use:
Service Desk Tools / Support
Tools
-
Heat
-
Infra
-
Peregrine
ServiceCentre
-
CA Advanced
Help Desk
System Management
tools
-
HP
Openview
-
Qualiparc
-
CA
Unicentre
When you have decided on a tool, you really need
to have a close look at the cost. Most of the expenses are in
getting the tool to work for you…
The following are some examples of the
implementation cost of any tool:
-
Initial
Purchase Price
-
Additional
Licenses
-
Maintenance
contract
-
Warranty
-
Training of
staff in using the tool
-
Implementation expenses (consultancy
hours)
-
Fine-tuning
the tool to your needs (consultancy and engineering
hours)
-
Updating
the internal processes to fit the tool (consultancy and internal
staff hours)
Ready to buy? Order the Help Desk
Toolkit today
THE HELP DESK TOOLKIT - Fourteen extensive
documents Sample Pages
Here
One thing is for sure: The Help Desk Toolkit makes Help Desk
Procurement and Management far more straight forward. No doubt about
it: it de-mystifies Help Desk Management, and enables you to produce
a Help Desk function with the minimum of fuss. There is absolutely
no need to re-invent the wheel! It is supplied primarily in MS-Word
format and comprises the following components:
HELP DESK all you need now
Ready to use documents: Help Desk Implementation
Plan, Help Desk procedures, Proactive Stress Management,
Problem management procedure
- Help desk implementation plan covering
all the aspects of help desk implementations
- Help Desk Phone Communication
Standards - Example Standards Monitoring Sheet
- Help Desk Stress Management - 30
slides Proactive Strategies for Managing Stress and
Change
- Help Desk Procedures - This
procedure defines the steps involved in responding to customer
calls through the Help Desk facility.
HELP DESK SLA GUIDE
Let's face it: a
comprehensive SLA is a daunting task. Now you'll have an extensive
blueprint at your fingertips. This document explains every part of
the service level agreement for a HELP DESK, clause by clause. You
can populate and change directly, as required.
- Service Level Guidelines on Help
Desk procedures
- Extensive Service Level Agreement for
Help desks
HELP DESK
INTRODUCTION
Let's be honest: getting buy-in
is the hardest part of any Help Desk, are you ready for straight
talk? This is a full PowerPoint presentation. It explains the HELP
DESK, what is needed, why and where.
AUDIT & REVIEW
How many times have you said to yourself: how well are our
Help Desk needs taken care of? If you already have a HELP DESK, or
just want to be doubly sure, this component will certainly help. It
comprises a series of questions designed to take you through your
HELP DESK and check it for quality and completeness. A first rate
audit tool (MS-Word).
HELP DESK BEST PRACTICE
We've got the solution to your needs: HELP DESK best practice
is designed around a set of activities to deliver upon
excellent customer value. This explains the key concepts of a
HELP DESK.
HELP DESK DESIGN TEMPLATE
In today's uncertain economy you need clarity, fast. This is
a complete template for establishing service descriptions. This is a
complete template for a HELP DESK design.
Fourteen documents
- 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
