Windows Help Desk

MUST READ Microsoft service desk delayed until 2010 ARTICLE - Microsoft will reengineer System Center Service Manager after receiving complaints about its performance from participants in the initial beta trial. How to use RACI charts to define service desk roles and responsibilities TIP - Using a management tool called RACI charting can help IT managers simplify the daunting task of clarifying the roles and responsibilities of the service desk. Use SLAs to assign help desk incident priorities TIP - Service-level agreements help service desks categorize and prioritize IT incidents according to an organization's strategic plan.

NEWS: 1 - 3 of 19

	Alliance aims to curb unresolved call center questions SearchWinIT.com | 18 Mar 2008 ARTICLE - The Microsoft/Aspect deal calls for the integration of Microsoft's Office Communications Server and Aspect's Unified IP.

	Microsoft service desk delayed until 2010 SearchWinIT.com | 11 Feb 2008 ARTICLE - Microsoft will reengineer System Center Service Manager after receiving complaints about its performance from participants in the initial beta trial.

	Microsoft's IT product challenges for 2008 SearchWinIT.com | 27 Dec 2007 ARTICLE - The big servers for IT will arrive as expected from Microsoft in 2008, but the promised service desk isn't likely to make the cut.

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EXPERT TECHNICAL ADVICE: 1 - 3 of 10

	How Microsoft Operations Framework 4.0 enhances IT service management 29 Jul 2008 TIP - The push to combine MOF 4.0 with a set of integrated tools that adhere to the IT service management lifecycle is just what the doctor ordered.

	How using key performance indicators improves service desk efficiency 15 May 2008 TIP - Developing metrics and key performance indicators and linking them to critical success factors can lead to better service desk performance.

	How the service desk can help Windows shops meet SOX compliance 13 Mar 2008 TIP - By using IT governance frameworks like COBIT and Microsoft Operations Framework, the service desk can help a Windows enterprise stay on track with its SOX compliance objectives.

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BEST WEB LINKS: 1 - 1 of 1

	Help desk software and solutions HelpDesk.com | 04 Apr 2007 BEST WEB LINK - The service and support industry's leading online resource for helpdesk products and services, providing a one-stop knowledge and information portal for CRM, help desk, and IT professionals, users, and evaluators alike.

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	SEE ALSO - Topics Related to Windows Help Desk:  Windows Change Management, Windows Disaster Recovery Management, Windows Cost Management, Windows Capacity Management, Windows Architecture and Design, IT Compliance and Auditing, Windows Service-Level Management, Windows IT Problem Management