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It Takes an IT Village to Raise a Service Desk
Proceedings of the 2019 ACM SIGUCCS Annual Conference, 2019Most ITIL practitioners know the basic responsibilities of a Service Desk. What is less often mentioned is what the rest of the IT organization needs to do to help the Service Desk be successful.Oregon State University's (OSU's) Service Desk is relatively new, and we are now in a stage of refinement.
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Proceedings of the 31st annual ACM SIGUCCS fall conference, 2003
It is a given fact that information technology managers often must make decisions on how to best serve the community at large while most effectively utilizing the manpower and resources available to them. Many Help Desks have expanded services by offering new technology, like Desktop Streaming, that has enabled them to meet the users' demands for ...
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It is a given fact that information technology managers often must make decisions on how to best serve the community at large while most effectively utilizing the manpower and resources available to them. Many Help Desks have expanded services by offering new technology, like Desktop Streaming, that has enabled them to meet the users' demands for ...
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Preparing Staff to Work at a Single Service Desk
Medical Reference Services Quarterly, 2001(2001). Preparing Staff to Work at a Single Service Desk. Medical Reference Services Quarterly: Vol. 20, No. 1, pp. 79-86.
M E, Moore, K A, McGraw, J, Shaw-Kokot
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Reference service without the desk
Reference Services Review, 2010PurposeThis article aims to describe how a college library critically examined its maintenance of a traditional reference desk for in‐person services and changed its service model to suit local needs.Design/methodology/approachThe author examined quantitative and qualitative reference use data prior to changing the service model, and the purpose of ...
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Monitoring and optimization of e-Services in IT Service Desk Systems
2016 19th International Symposium on Electrical Apparatus and Technologies (SIELA), 2016Information management systems have become the heart and key organ for successfully growing company. This paper presents methods and tools for measurement and analysis of e-Services in IT Service Desk Systems. Object of the study are these e-Services.
Roumiana Ilieva +2 more
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Online and CD-Rom Review, 1996
Recent years have seen a growing recognition amongst technology companies that customer support is an important part of their business. The author spoke to a number of operators and customers of help desks of online services, to see how their services are being improved and how the customers are responding.
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Recent years have seen a growing recognition amongst technology companies that customer support is an important part of their business. The author spoke to a number of operators and customers of help desks of online services, to see how their services are being improved and how the customers are responding.
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Looking Forward to Service Desk Excellence
Proceedings of the 2023 ACM SIGUCCS Annual Conference, 2023Becky Klein +3 more
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The Service Desk Handbook ??? A guide to service desk implementation, management and support
2020openaire +1 more source