A well-organized help desk is critical to every enterprise's IT service delivery. Accurate and current information about the status and history of users' PCs significantly boosts help desk efficiency. This paper shows how asset discovery software plays a vital role in raising help desk efficiency while maintaining customer satisfaction and resolving problems effectively. When help desk technicians have ready access to accurate and current configuration data about the status, network connection and location of users' PCs, average support call time halves, first-time fix rates double and on-site calls fall by up to 80 percent. Asset management software used to populate the configuration database improves help desk efficiency and supports ITIL processes in configuration management.
Did you find this white paper useful?
24 out of 50 users found this white paper useful
Related white papers
Edith Cowan University: HP OpenView Chalks Up Success With University Helpdesk
Edith Cowan University is taking a scholarly approach to the re-engineering of its IT helpdesk by implementing Hewlett-Packard's (HP) OpenView Service Desk solution based on the IT Infrastructure Library (ITIL)...
Habitat Furniture Retailer Builds a New IT Help Desk for Its United Kingdom Operation and Automates Support With FootPrints Web-Based Service Desk Software
Habitat is an innovative and well established upper market home furnishings and accessories retail company whose head office is located in the United Kingdom. The challenge for them was to...
InaPlex Case Study: Bentley College
Using HEAT from FrontRange Solutions, Bentley was able to efficiently and accurately track, store, and manage data on any computer hardware being used by Bentley students and personnel. Bentley needed...
ITIL v2 to v3 - is it worth it?
ITIL has become the most widely adopted Best Practice framework for ITSM. The recent ITIL V3 refresh has sparked renewed interest but, although many are aware of the new version,...
Best Practices for At-Home Agents
What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take...
Remote Support has never been so easy! Try WebEx free today!
With WebEx Remote Support, it's easy to stay in control--working right from your desk to minimize technology-driven downtime while maximizing help desk productivity. You have the power to launch support...
Improving First Call Resolution
This enlightening free webinar clears a path for service desk managers experiencing the multiple pressures of budget cuts, increasingly complex end-user interfaces, and technology/business integration. You'll learn the hidden flaws...
