Service Desk .

• Service Desk

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Atlassian Products and Services

1 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.


BMC Software Partnerships

1 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.


Best Buy 2010s

1 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


Help desk Names and professional association

1 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


Software as a service

1 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


Novell - Products

1 Service Desk Streamlines and automates the way you provide IT services to your business. An OEM

from LiveTime Software.


Information Technology Infrastructure Library - Service-level management

1 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:


Information Technology Infrastructure Library - Service operation

1 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)


Information Technology Infrastructure Library - Service desk

1 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:



1 Primary purposes of a service desk

include:



1 The service desk function can have

various names, such as:



1 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



1 Local service desk: to meet local business needs – practical only until multiple locations requiring support

services are involved



1 Central service desk: for organizations having multiple

locations – reduces operational costs and improves usage of available

resources



1 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


Information Technology Infrastructure Library - Problem management

1 Problem control identifies the root cause of incidents and reports it to the service desk.


Information Technology Infrastructure Library - Service support

1 The service desk functions are the single contact-point for end-users' incidents.


Information Technology Infrastructure Library - Service support

1 If the service desk cannot solve the incident then it is passed to a 2nd/3rd level group within the incident management system.


Information Technology Infrastructure Library - ICT operations management

1 ICT operations management provides the day-to-day technical supervision of the ICT

infrastructure


Apple certification programs - IT Professional Certifications

1 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


Service-level agreement - Common metrics

1 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:


Service-level agreement - Common metrics

1 * 'ASA' (Average Speed to Answer): Average time (usually in seconds) it takes for a call to

be answered by the service desk.


ELIZA - Response and legacy

1 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.


Apple Certification - IT Professional Certifications

1 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


Microsoft Servers - Microsoft System Center

1 * 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)


Iowa State University of Science and Technology - Parks Library

1 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,


Queue management system - Real time management and data collection for statistical analysis

1 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.


Service (economics) - Service specification

1 # 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


Service (economics) - Service specification

1 # Service consumer support language ndash; specifies the

national languages which are spoken by the service desk team(s) to the service consumers calling them.


Cloud application

1 '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


Bayer - Bayer Business Services

1 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.


ITIL - Service operation

1 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)


ITIL - Service desk

1 * 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


ITIL - Service desk

1 * Local service desk: to meet local business needs – practical only until multiple locations

requiring support services are involved


ITIL - Service desk

1 * Central service desk: for organizations having multiple

locations – reduces operational costs and improves usage of available

resources


ITIL - Service desk

1 * 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


ITIL - Problem management

1 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:


ITIL - Service support

1 The service desk functions are the single contact-point for end-users' incidents


Incident management (ITSM) - Incidents, problems and known errors

1 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 )


Problem management - Problem detection

1 *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.


Service desk

1 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.


Service desk - Service desk types

1 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:


Service desk - ITIL approach

1 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).


Service desk - Other activities

1 A service desk handles incidents and service requests, as well as providing an interface to users for other ITSM

activities such as:


Service desk - Differences from a call center, contact center, help desk

1 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


IBM Virtual Universe Community

1 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


Staples Inc. - EasyTech

1 Beginning January 30, 2007, Staples launched

Staples EasyTech


Computacenter - Careers

1 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


Commonwealth Bank of Australia - The bank today (2001–)

1 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.


Help desk - Names and professional association

1 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


GoToAssist

1 'GoToAssist' is a cloud-based toolset for IT support teams and customer support organizations. Since 2012, GoToAssist

has been composed of 3 integrated modules – remote support, IT monitoring

and service desk management. GoToAssist was originally released in

2000 as the first Internet-based remote support tool. It is part of the “GoTo”

family of products created by the Citrix Online|SaaS division of Citrix Systems.


GoToAssist - Editions

1 In 2011 and again in 2012, innovations to the GoToAssist product line created additional

differences with GoToAssist Corporate; GoToAssist began offering multiple IT tools – remote support, service desk management

and IT monitoring – from one integrated platform.


GoToAssist - Editions

1 In 2012, Citrix bought the small New Zealand startup of Beetil and its IT

service desk management software. The service desk solution was

rebranded and re-engineered to integrate with GoToAssist Remote

Support and GoToAssist Monitoring. GoToAssist Service Desk was now

offered as the third tool in an expanding IT toolset.


GoToAssist - Features

1 GoToAssist Remote Support, Service Desk

and Monitoring features include:


LANDesk - Corporate history

1 In 2006, Avocent purchased the company for $416 million.. Also in

2006, LANDesk added process management technologies to its

product line and extended into the consolidated service desk market

with LANDesk Service Desk.


Nimsoft

1 'Nimsoft' was an independent company software vendor that

offered information technology (IT) monitoring and service desk products and services. It was acquired by CA

Inc. in 2010, and since October 2012 its products were integrated into that

business. The Nimsoft brand is still used by CA.


Novell Press - Products

1 *'Service Desk' Streamlines and automates the way you provide IT services to your business. An OEM

from LiveTime Software.


Bank of Ireland - Relationship with outsourcing companies

1 IBM will manage the Group's entire IT infrastructure, including desktop

systems, servers, mainframes, local area networks and service desk


Oblicore

1 'Oblicore', Inc


George Mason University - Housing and residence life

1 * Rogers and Whitetop – Upperclassmen – Opened spring 2012 and housing approximately 300 students


Skills Framework for the Information Age - Service Management

1 : Systems software, Security administration, Radio frequency

engineering, Application support, IT operations, Network control and

operation, Database administration, Network support, Problem

management and Service desk and incident management


Action Request System - Applications using Action Request System

1 *[ http://www.bmc.com/products/produ

ct-listing/22743834-121272-1370.html BMC Remedy Service

Desk]: Incident Management (previously linked to Service Desk

(ITSM))


Action Request System - Applications using Action Request System

1 *[ http://www.bmc.com/products/produ

ct-listing/22743830-121305-1170.html BMC Remedy Change

Management] (previously linked to Service Desk (ITSM))


Peregrine Systems - Products

1 *'Get-Resources (Get.Resources!)' - Web- based application providing that lets

employees request IT resources from a predefined catalog of items with automatic

routing to the service desk.[http://www.freshnews.com/news/477

51/peregrine-systemsr-change-management-solution-helps-businesses-gain-control-their-it-infr/ Freshnews.com.

“Peregrine Systems’ Change Management Solutions Helps Businesses Gain Control of

the IT Infrastructure.”]


Peregrine Systems - Products

1 *'Tivoli ServiceDesk' - IT Service Management software, acquired from IBM.[http://www.computerworld.com.au/article/23391/tivoli_sell_service_desk_suite_peregrine/ Denise Dubie.

Computerworld. “Tivoli to Sell Service Desk Suite to Peregrine.”

Retrieved 2010-02-19.]


Moray House School of Education - Dalhousie Land

1 In the early 1990s, Dalhousie Land was refurbished to become the new

library for the Holyrood campus


Macquarie University - Library

1 The library houses over 1.8million items and uses the Library of Congress Classification

System


Pooling (resource management) - Computing

1 Pooling IT (equipment and staff) resources involves virtualization of

typical IT stacks server, storage and networking (but also on the level of

datacenter power and cooling)


Giant Eagle - Iggle Video

1 Giant Eagle once operated Iggle Video locations inside many of its

locations to serve as its video rental shop


Pathmark - 1990s

1 Pathmark now was betting on stores larger in size than its Super Centers


New York City Department of Information Technology and Telecommunications - DoITT Mission

1 In its role as the City's IT utility, DoITT establishes the City's IT strategic direction, security policies and standards; procures citywide IT services, and evaluates emerging technologies; provides project management,

application development and quality assurance services; maintains NYC.gov, new media development and operations, and Geographic Information Systems; operates the City's data center, the dedicated

wireless network (NYCWiN), the wired network (CityNet), the Citywide Service Desk, and telecommunications systems; administers

telecommunications franchise contracts providing fiber, cable television, pay telephones, and mobile telecom equipment installed on City property

and streets; leads CITIServ, a citywide IT infrastructure consolidation program; supports the Emergency Communications Transformation

Program, the Mayor's Office of Media and Entertainment, and the Health and Human Services Connect and Accelerator programs; administers 311;

and fosters public-private partnerships to improve IT service delivery


E-ZPass - Retail Availability

1 Some issuing agencies offer a packaged E‑ZPass transponder preloaded with toll funds sold over-the-counter at a retail

setting (such as a supermarket or pharmacy service desk) that are valid

immediately.http://www.paturnpike.com/ezpass/retail.htm A portion of the balance is available instantly; customers can access the remaining balance when they register

their transponders with the issuing E‑ZPass agency within several days of first using

their tags.


Configuration Management (ITIL) - Tools

1 The ISS assessment operates through Licensed Software

Assessors


Event correlation - Events and event correlator

1 Most event correlators can receive events from trouble ticket systems. However, only some of them are able to notify

trouble ticket systems when a problem is solved, which partly explains the difficulty for Service Desk (ITSM)|Service Desks to

keep updated with the latest news. In theory, the integration of management in organizations requires the communication

between the event correlator and the trouble ticket system to work both ways.


Comparison of help desk issue tracking software

1 This article is a comparison of notable issue tracking systems used primarily for help desks and Service

Desk (ITSM)|service desks rather than for bug tracking system|bug tracking or project management.


University College Falmouth - Penryn Campus

1 * The Compass Student Service Desk


Comparison of issue tracking systems

1 This article is a 'comparison of issue tracking systems' which are notable, including bug tracking systems, help desk and Service Desk (ITSM)|service desk issue tracking systems, and IT

asset management|asset management systems. The comparison includes

client-server application, distributed and hosted systems.


Integral World

1 He has worked in the field of book publishing in the nineties, but turned to

web publishing around 1997. Has worked for Intel Europe between 1999 and 2005, was test manager of the Nokia 20Lives

game and webmaster of Peugeot.nl. Currently he is Service Desk manager for

the Sara Lee coffee and tea brand websites in 20 countries at the Dutch internet

company DigitasLBi[http://www.digitaslbi.com

DigitasLBi]https://store.theartofservice.com/the-service-desk-toolkit.html

Microsoft-Novell agreement - Products

1 *'Service Desk' streamlines and automates the provision of IT

services. An OEM product from LiveTime Software.


JetMagic

1 JetMagic's customer service desk at Cork Airport remained unoccupied

since then, and it is of course absent from the new terminal.


Potteries Shopping Centre - Stores and facilities

1 The centre houses anchor outlets Primark and Debenhams, as well as a Starbucks coffee shop, a River Island

clothing store and HMV entertainment store. On site facilities include a Customer Service Desk, multiple

information and traffic kiosks, free ATM cash machines and public

toilets.http://intu.co.uk/potteries#explore


S-Bank

1 S-Bank is the first so called supermarket bank

in Finland


Avalon Airport - Public Transport

1 The airport has 1,500 airport car spaces and the taxi rank can be

found directly out the front of the terminal and car rental is available

by: Avis, Budget and Europcar. Service desks for each company are

located in the Arrivals Hall.


Gold Coast Airport - Airport Shuttles

1 [http://www.gcshuttle.com.au/ Gold Coast Tourist Shuttle] provides transportation from Gold Coast Airport to hotels throughout the

Gold Coast. Customer service desks are in the international domestic terminals.


Taiwan Taoyuan International Airport - History

1 In January 2006, a Foreign Laborers' Service Center was set up to provide airport pick-up services and serve the needs of migrant workers. There are service desks in the Arrival lobby of

Terminal 1 and Terminal 2, and in the Departure lobby of Terminal 1. Service

hotlines in Vietnamese language|Vietnamese, Thai language|Thai, English

language|English, and Indonesian language|Indonesian are provided.


Beverly Center - Description

1 The Beverly Center is a monolithic architecture|monolithic eight-story

structure located at the edge of Beverly Hills, California|Beverly Hills

and West Hollywood, California, between La Cienega Boulevard|La

Cienega and San Vicente Boulevard|San Vicente boulevards


University of Iceland - School buildings

1 The university's main campus lies immediately south-west of Tjörnin in the

centre of Reykjavík


International Bank of Azerbaijan - Technology

1 The bank is implementing a new Automated teller machine|ATM management system


DOCTOR - Response and legacy

1 IPsoft, a software company, has developed a virtual service-desk assistant called Eliza


German railway station categories - Category 2

1 Most of the about 80 stations of Category 2 are either important junctions of long-distance traffic or offer connections to

large airports. Intercity (Deutsche Bahn)|InterCity and EuroCity trains generally call

at these stations. All railway-related services, like a ticket hall and a service desk, are present at the station and the

station is staffed during the usual times of traffic. The service is similar to Category 1 stations. The Category 2 stations, by state,

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