Help Desk Solution RFP Template

Creating a Request for Proposal (RFP) for help desk software can be a time-consuming task. The RFP provides vendors with the relevant operational, functional, and...

A Framework for Choosing the Right Help Desk Tool

A well-chosen help desk management application can improve resolution rates, streamline the escalation path, and reduce redundant work. Selecting a software package to...

Implement Virtual Desktop Infrastructure for Remote Access and Business Continuity

Historically, delivering virtual desktops to remote users required a separate connectivity and virtualization infrastructure, but that is starting to change. VMware...

Utilize Virtualization for Low-Cost Failover

Few small to mid-sized enterprises (SMEs) can afford much in the way of offsite redundancy for disaster recovery purposes, and fewer still have budget room for a proper...

Help Desk Software: Comparative TCO Calculator

For smaller service desks, a hosted (Software-as-a-Service) help desk tool may be more cost-effective than an on-premise package. Use this Total Cost of Ownership (TCO)...

Service Desk Manager

The Service Desk Manager's role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility...

IT Security 101

IT security is often overlooked and misunderstood by enterprises. Many feel that they have nothing worth stealing and any money spent on security is a wasted investment....

Laptops: Still Getting Stolen, Still Costing Organizations

(By Info-Tech Analyst James Quin- Printed with permission from Processor magazine www.processor.com). About two and half years ago, Info-Tech authored a note entitled...

Beyond Beginner Help Desk Performance Metrics

Defining help desk performance metrics can be difficult. Organizations with dedicated help desk environments must take the time to develop a performance tracking system...

How to Know When to Replace Help Desk Software

Knowing when to move on from well-worn help desk software is an important turning point for IT. Keeping an underperforming solution is costing the team time and money....
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