Resources
Named after the street in Palo Alto, California, where Bill Hewlett and Dave Packard started an electronics company in a garage, Addison Avenue Federal Credit Union serves employees and family members of Hewlett-Packard (HP), Agilent Technologies and other groups. Addison Avenue wanted a Web-based help desk system designed for mid-sized businesses. Addison Avenue also needed a help desk solution that would work well over the network. The Magic Service Desk Suite, a Remedy IT Service Management solution from BMC Software, fitted the criteria.
With its reputation for quality and reliability, world-class customer service, and innovative technology, IPC has become the specialist upon which financial institutions worldwide depend for world-class trading floor solutions. Maintaining a high level of service in the dynamic financial services industry requires highly skilled people and best-practice processes supported by an advanced enterprise service management solution. For the underlying technology, IPC implemented three components of the BMC Remedy IT Service Management (ITSM) Suite - BMC Remedy Service Desk formerly BMC Remedy Help Desk), BMC Remedy Asset Management, and BMC Service Level Management. IPC turned to Column Technologies, a BMC Solution Provider, for expertise in adapting and deploying the applications.
Wipro provides comprehensive IT solutions and services to corporations globally. In supporting a global customer base, Wipro was looking for an ITIL-compatible help desk solution that could easily integrate with Network and Systems Management (NSM) and Customer Relationship Management (CRM) tools. It also needed a highly-customizable solution that could automatically generate tickets through a single console. To meet these needs, Wipro turned to BMC Remedy Help Desk.
Pegasus Software, one of the UK's leading providers of financial and performance management solutions for the small and medium sized enterprise (SME's), has been short listed in the top three in this year's Help Desk Institute Awards which were held in central London last week.
Colorado Springs, CO - Help Desk Institute (HDI), the world's largest membership association for IT service and support professionals and the premier certification body for the industry, announced the new members of its Support Center Certification (SCC) Standards Committee. This volunteer committee sets the standards that support centers must adhere to in order to be HDI Certified for demonstrated service excellence, adherence to industry best practices, and commitment to quality.
COLORADO SPRINGS, CO (February 2, 2000)-Help Desk Institute (HDI), one of the largest and fastest growing associations of support professionals in the world, is partnering with Next Generation Weather Radar (NEXRAD), the National Performance Review, and ZD Events to present the Federal Help Desk Forum. Managers of all federal help desks, regardless of the type of system or service involved, are invited to attend this informative one-day forum. The forum is to be held February 29, 2000, from 8:00a.m. to 4:30p.m., at the Washington D.C. Convention Center in Washington, D.C. The forum will be facilitated by NEXRAD Hotline Manager, Daryl Covey, with assistance from the National Performance Review.
Pegasus achieves UK Helpdesk institute certification; First UKsoftware company to claim industry recognition.
United Business Media plc today announces that it has acquired Think Service, Inc. on behalf of CMP Technology. UBM has acquired the business from its founder-owners for an initial cash consideration of $24.5m, with a further performance-related consideration of up to $5m, payable over the next twelve months.
Whether you're looking for in-depth analysis of the latest news or light-hearted looks at current trends, our one-of-a-kind eNewsletter is created with you in mind.
HDI publishes its annual Practices and Salary Survey in order to supply the industry with a valuable and convenient tool which can be utilized for several purposes. The Practices and Salary Survey provides an overall look at the state of the industry; it also offers an inside look at the practices used by support centers throughout the industry. This allows support center managers to validate existing practices, and discover new ideas for improving the current operations in their support center. In addition, the survey provides a set of data to which support centers can benchmark against. With the idea of benchmarking in mind, this year's results are reported not only for the industry as a whole, but key metrics are also broken down by the most requested demographics.
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