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

The Help Desk Application Solution A Help Desk Application provides the foundation for an integrated, end-to-end approach to IT Service Management. Based on best practice methodologies, Help Desk Applications automate support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records. Help Desk Applications 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, Help Desk Applications provide comprehensive support services that boost your staff’s productivity and effectiveness to drive operational improvements across the organization. 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 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