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Service Desk

Service Desk. Atlassian Products and Services.

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Service Desk

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  1. Service Desk https://store.theartofservice.com/the-service-desk-toolkit.html

  2. Atlassian Products and Services • Additional products include Crucible, FishEye, Bamboo, and Clover, which are targeted at programmers working with a code base. FishEye, Crucible and Clover were added to Atlassian's portfolio through the acquisition of another Australian software company, Cenqua in 2007. In 2012, Atlassian acquired HipChat, an instant messenger for workplace environments. In 2013 they announced the launch of JIRA Service Desk, a service desk product with full SLA support. https://store.theartofservice.com/the-service-desk-toolkit.html

  3. BMC Software Partnerships • In November 2009, BMC announced Service Desk Express (BMC Remedyforce) will be sold, marketed and available via Salesforce.com. "By delivering service desk technology via the cloud, you can abstract all the complexity of the infrastructure that rely on IT services delivery and follow best practices," said BMC chairman and CEO, Bob Beauchamp. https://store.theartofservice.com/the-service-desk-toolkit.html

  4. Best Buy 2010s • In 2011, during the three-month period ended February 26, the company saw its revenue and profits slide, generating a profit of $651 million and revenue of $16.26 billion https://store.theartofservice.com/the-service-desk-toolkit.html

  5. Help desk Names and professional association • While the term "Help desk" initially implied the place where employees receive technical support relating to their organization's IT infrastructure, the scope of the term has expanded in meaning and use https://store.theartofservice.com/the-service-desk-toolkit.html

  6. Software as a service • Software as a service (SaaS, pronounced sæs or sɑs), sometimes referred to as "on-demand software" supplied by ISVs or "Application-Service-Providers" (ASPs), is a software delivery model in which software and associated data are centrally hosted on the cloud https://store.theartofservice.com/the-service-desk-toolkit.html

  7. Novell - Products • Service Desk Streamlines and automates the way you provide IT services to your business. An OEM from LiveTime Software. https://store.theartofservice.com/the-service-desk-toolkit.html

  8. Information Technology Infrastructure Library - Service-level management • Service-level management is the primary interface with the customer (as opposed to the user serviced by the service desk). Service-level management is responsible for: https://store.theartofservice.com/the-service-desk-toolkit.html

  9. Information Technology Infrastructure Library - Service operation • Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs) https://store.theartofservice.com/the-service-desk-toolkit.html

  10. Information Technology Infrastructure Library - Service desk • The service desk is one of four ITIL functions and is primarily associated with the Service Operation lifecycle stage. Tasks include handling incidents and requests, and providing an interface for other ITSM processes. Features include: https://store.theartofservice.com/the-service-desk-toolkit.html

  11. Information Technology Infrastructure Library - Service desk • Primary purposes of a service desk include: https://store.theartofservice.com/the-service-desk-toolkit.html

  12. Information Technology Infrastructure Library - Service desk • The service desk function can have various names, such as: https://store.theartofservice.com/the-service-desk-toolkit.html

  13. Information Technology Infrastructure Library - Service desk • Service desk: not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, service-level management, configuration management, availability management, financial management and IT services continuity management https://store.theartofservice.com/the-service-desk-toolkit.html

  14. Information Technology Infrastructure Library - Service desk • Local service desk: to meet local business needs – practical only until multiple locations requiring support services are involved https://store.theartofservice.com/the-service-desk-toolkit.html

  15. Information Technology Infrastructure Library - Service desk • Central service desk: for organizations having multiple locations – reduces operational costs and improves usage of available resources https://store.theartofservice.com/the-service-desk-toolkit.html

  16. Information Technology Infrastructure Library - Service desk • Virtual service desk: for organizations having multi-country locations – can be situated and accessed from anywhere in the world due to advances in network performance and telecommunications, reducing operational costs and improving usage of available resources https://store.theartofservice.com/the-service-desk-toolkit.html

  17. Information Technology Infrastructure Library - Problem management • Problem control identifies the root cause of incidents and reports it to the service desk. https://store.theartofservice.com/the-service-desk-toolkit.html

  18. Information Technology Infrastructure Library - Service support • The service desk functions are the single contact-point for end-users' incidents. https://store.theartofservice.com/the-service-desk-toolkit.html

  19. Information Technology Infrastructure Library - Service support • If the service desk cannot solve the incident then it is passed to a 2nd/3rd level group within the incident management system. https://store.theartofservice.com/the-service-desk-toolkit.html

  20. Information Technology Infrastructure Library - ICT operations management • ICT operations management provides the day-to-day technical supervision of the ICT infrastructure https://store.theartofservice.com/the-service-desk-toolkit.html

  21. Apple certification programs - IT Professional Certifications • These certifications are designed for IT professionals who support Mac OS X or who perform Mac OS X desktop support and troubleshooting, such as help desk staff, system administrators, service technicians, and service desk personnel https://store.theartofservice.com/the-service-desk-toolkit.html

  22. Service-level agreement - Common metrics • Service level agreements can contain numerous service performance metrics with corresponding service level objectives. A common case in IT Service Management|IT service management is a Call Center or Service Desk (ITSM)|service desk. Metrics commonly agreed to in these cases include: https://store.theartofservice.com/the-service-desk-toolkit.html

  23. Service-level agreement - Common metrics • * 'ASA' (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk. https://store.theartofservice.com/the-service-desk-toolkit.html

  24. ELIZA - Response and legacy • IPsoft, a software company, has developed a virtual service-desk assistant called Eliza. The software responds to emails and answers customer phone calls. The software has been able to solve two thirds of customer inquiries without human help. ING Group currently uses Eliza to resolve service desk issues. https://store.theartofservice.com/the-service-desk-toolkit.html

  25. Apple Certification - IT Professional Certifications • These certifications are designed for information technology|IT professionals who support Mac OS X or who perform Mac OS X desktop support and troubleshooting, such as help desk staff, system administrators, service technicians, and service desk personnel https://store.theartofservice.com/the-service-desk-toolkit.html

  26. Microsoft Servers - Microsoft System Center • * System Center Service Manager – Ties in with SCOM, SCCM for asset tracking as well as incident, problem, change and configuration management (code name: Service Desk) https://store.theartofservice.com/the-service-desk-toolkit.html

  27. Iowa State University of Science and Technology - Parks Library • The Library’s extensive collections include electronic and print resources that support research and study for all undergraduate and graduate programs. Nationally recognized collections support the basic and applied fields of biological and physical sciences. The Parks Library includes four public service desks: the Learning Connections Center, the Circulation Desk, the Media Center (including Maps, Media, https://store.theartofservice.com/the-service-desk-toolkit.html

  28. Queue management system - Real time management and data collection for statistical analysis • In the centralized deployment in enterprise grade queue management solution, the management console allows to configure all the parameter to run the token dispenser, keypad for service desk, displays, Announcement and the user management. https://store.theartofservice.com/the-service-desk-toolkit.html

  29. Service (economics) - Service specification • # Service consumer support times ndash; specify the determined and agreed times of every day of the week when the triggering and consumption of commissioned services is supported by the service desk team for all identified, registered and authorized service consumers within the service customer's organizational unit or area https://store.theartofservice.com/the-service-desk-toolkit.html

  30. Service (economics) - Service specification • # Service consumer support language ndash; specifies the national languages which are spoken by the service desk team(s) to the service consumers calling them. https://store.theartofservice.com/the-service-desk-toolkit.html

  31. Cloud application • 'Software as a service' ('SaaS'; pronounced or ), sometimes referred to as on-demand software supplied by Independent software vendor|ISVs or Application-Service-Providers (ASPs), is a software delivery model in which software and associated Data (computing)|data are centrally Internet hosting service|hosted on the cloud computing|cloud https://store.theartofservice.com/the-service-desk-toolkit.html

  32. Bayer - Bayer Business Services • Located at the Bayer USA Headquarters in Robinson Township, Allegheny County, Pennsylvania|Robinson Township, Pennsylvania, a suburb of Pittsburgh, Bayer Business Services handles the information technology infrastructure and technical support aspect of Bayer USA and Bayer Canada. This is also the headquarters of the North American Service Desk, the central IT Help Desk for all of Bayer USA and Bayer Canada. https://store.theartofservice.com/the-service-desk-toolkit.html

  33. ITIL - Service operation • Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where customers refer to those individuals who pay for the service and negotiate the Service-level agreement|SLAs) https://store.theartofservice.com/the-service-desk-toolkit.html

  34. ITIL - Service desk • * Service desk: not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, service-level management, configuration management, availability management, financial management and IT services continuity management https://store.theartofservice.com/the-service-desk-toolkit.html

  35. ITIL - Service desk • * Local service desk: to meet local business needs – practical only until multiple locations requiring support services are involved https://store.theartofservice.com/the-service-desk-toolkit.html

  36. ITIL - Service desk • * Central service desk: for organizations having multiple locations – reduces operational costs and improves usage of available resources https://store.theartofservice.com/the-service-desk-toolkit.html

  37. ITIL - Service desk • * Virtual service desk: for organizations having multi-country locations – can be situated and accessed from anywhere in the world due to advances in network performance and telecommunications, reducing operational costs and improving usage of available resources https://store.theartofservice.com/the-service-desk-toolkit.html

  38. ITIL - Problem management • The problem control process aims to handle problems in an efficient way. Problem control identifies the root cause of incidents and reports it to the service desk. Other activities are: https://store.theartofservice.com/the-service-desk-toolkit.html

  39. ITIL - Service support • The service desk functions are the single contact-point for end-users' incidents https://store.theartofservice.com/the-service-desk-toolkit.html

  40. Incident management (ITSM) - Incidents, problems and known errors • Incidents may match with existing 'problems' (without a known root cause) or 'known errors' (with a root cause) under the control of ITIL#Problem management|problem management and registered in the known-error database ( KeDB ) https://store.theartofservice.com/the-service-desk-toolkit.html

  41. Problem management - Problem detection • *Suspicion or detection of a cause of one or more incidents by the Service Desk, resulting in a Problem Record being raised – Service Desk may have resolved the incident but has not determined a definitive cause and suspects that it is likely to recur. https://store.theartofservice.com/the-service-desk-toolkit.html

  42. Service desk • A 'Service Desk' is a primary IT service for in IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT Provider objectives. User refers to the actual user of the service, while Customer refers to the entity that is paying for service. https://store.theartofservice.com/the-service-desk-toolkit.html

  43. Service desk - Service desk types • Many organizations have implemented a central point of contact for handling customer, user and other issues. The service desk types are based on the skill level and resolution rates for service calls. The different service desk types include: https://store.theartofservice.com/the-service-desk-toolkit.html

  44. Service desk - ITIL approach • The Information Technology Infrastructure Library|ITIL approach considers the service desk to be the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services). https://store.theartofservice.com/the-service-desk-toolkit.html

  45. Service desk - Other activities • A service desk handles incidents and service requests, as well as providing an interface to users for other ITSM activities such as: https://store.theartofservice.com/the-service-desk-toolkit.html

  46. Service desk - Differences from a call center, contact center, help desk • ITIL regards a Call Center, Contact Centre (business)|Contact Center or a help desk as limited kinds of service desk which provide only a portion of what a service desk can offer https://store.theartofservice.com/the-service-desk-toolkit.html

  47. IBM Virtual Universe Community • The community is responsible for moving IBM into a range of new and profitable industries from the creation of Virtual World Cell Based Mainframes [http://www.gamasutra.com/php-bin/news_index.php?story=13685 Gamasutra - IBM Integrates Cell Into Mainframes For Virtual Worlds] - known as Gameframes - to 24 Hour Virtual Service Desks staffed by avatars around the globe https://store.theartofservice.com/the-service-desk-toolkit.html

  48. Staples Inc. - EasyTech • Beginning January 30, 2007, Staples launched Staples EasyTech https://store.theartofservice.com/the-service-desk-toolkit.html

  49. Computacenter - Careers • Computacenter is a major employer, with over 4,000 staff in the UK and around 10,000 across Europe.[http://media.corporate-ir.net/media_files/irol/13/133410/reports/2007_AnnualReport.pdf Computacenter Annual Report Accounts 2007, page 56, Note 6] Retrieved March 31, 2009 https://store.theartofservice.com/the-service-desk-toolkit.html

  50. Commonwealth Bank of Australia - The bank today (2001–) • The bank transferred their Automated teller machine|ATM service desk from HP Enterprise Services in Adelaide to ITS (Armaguard) in Sydney from March 2012. The bank will change from NCR Corporation|NCR and Diebold ATMs to Wincor Nixdorf ATMs over the coming years. https://store.theartofservice.com/the-service-desk-toolkit.html

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