Data center IT help desk service management software is required for organizations of all sizes to improve customer support services and efficiencies, and to maintain high service levels. This paper discusses common support and customer service industry issues which results in degradation of service levels. As one of the common leading solutions to address this market, BMC Remedy Help Desk is presented here as a vendor implementation using the Solaris Operating System. This paper is intended to help business service providers, solution providers, architects, data center administrators, and performance engineers design and deploy high-performance, high-availability, scaled help desk services on the Solaris platform.
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