Remedy Helpdesk

Remedy Helpdesk provides the foundation for an integrated, end-to-end approach to IT Service Management. Based on best practice methodologies, Remedy Helpdesk software automates support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records. Remedy Helpdesk can also indicate which business services are impacted by a given incident or problem, letting you determine priorities based on business context. With this high level of automation and control, the Remedy Helpdesk application provides comprehensive support services that boost your staff’s productivity and effectiveness to drive operational improvements across the organization.

As an information technology (IT) professional, one of the most important services you support is your help desk, which is essential to keeping your business running smoothly and maintaining a competitive edge and hence the Remedy Helpdesk. But that presents a challenge in view of today’s highly complex and continually changing IT infrastructures. Further complicating the situation is the pressure you are under to reduce costs and expedite service while maintaining quality service levels.

Remedy Helpdesk Business Needs:

Consolidate cumbersome home-grown ticketing systems into an integrated IT Service Management solution
Merge geographically or organizationally separate help desks into a single point of control
Identify lines-of-business or business processes that are affected by incidents and problems
Distinguish single occurrence trouble tickets from longer term, in-depth root cause analyses

On the other hand, Remedy Helpdesk is a new Campus Wide Resource. The new help desk program routes service requests to the appropriate support group depending on the requestor and type of request. It consists the following:

The Life Cycle of a Service Request
How to Request Service
The Remedy Web site

A Remedy Helpdesk request for services flows through a cycle. As a request changes status, e-mails are sent to the requestor (that's you!) updating them on the status of the service request.

Assigned - You will be notified when your request is assigned to a service group.
Pending - If a support technician puts a service request on hold, you will be notified.
Resolved -Once the support person completes your request, it is resolved. An e-mail will be sent to you notifying you that the technician believes the request has been resolved. If you are still having the problem, you have an opportunity to reopen the case.
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.

75 slides with extensive teachers notes

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).

Extensive audit guide (64 pages) for auditing Help Desk and underpinning and supporting processes.

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.

36 pages on implementing and managing 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.

Features of the all-new edition:

Fourteen documents
- Fully updated throughout to take account of current Best Practices and policies, and the state of their use