Edit WIKI Page - Help desk

=Description= Help desk is a part of the Information Technology Infrastructure Library (a set of concept and techniques for managing IT infrastructure, development and operations). It can give you the information and the assistance you need in troubleshooting your problems with computers and related products. You can get this kind of help through a website, e-mail, you can call a free number, or there are help-desks built to assist just the employees. It’s aim is to reduce the number and severity of incidents and problems and report it in a documentation. The proactive procedure identifies and solves problems before incidents take place. It trends analysis, targets support action and provides information to the organization. =Brief history= The (ITIL) Information Technology Infrastructure Library appeared in 1980 with the help of IBM. Initially it was called “Government Information Technology Infrastructure Management Methodology” That means Service operation and desk appeared including the help desk sector. =Features= ===Standard features=== You will receive help on various computer issues and then this will be managed its via help desk software, with an incident tracking system, that allows them to track user requests with a unique ticket number. The tracking part can be made by a local bug tracker named LBT. If the first level is able to solve the issue, the ticket is stopped up. If not, the ticket it will be send to a second level. ===Other important features=== * email integration * assets * workflows * LDAP/AD * Web Services * RSS * Closed Loop Email * Portals * Search Engine * Alerts * Dashboards * Messaging * Escalation * Forums * Reporting * Ticket support solution * Live chat and visitor tracking system * LiveResponse Client Application * Knowledgebase * Troubleshooter * Donwloads * News * Team Work =Top Competitors= Here are the most competitive software: ** [http://www.iterating.com/products/LiveTime_Help_Desk LiveTime Help Desk] ** [http://www.iterating.com/products/Siebel-HelpDesk Siebel Help Desk from Oracle] ** [ http://www.iterating.com/products/SysAid_Web-Based_Help_Desk_Software SysAid Web-Based Help Desk Software ] Open source alternatives ** [http://www.iterating.com/products/OpenProj OpenProj] ** [http://www.iterating.com/products/Helpdeskcsharp Help Desk Sharp] ** [http://www.iterating.com/products/Mhelpdesk Mantia Help Desk] =How to Choose= Each help desk software Is specialized on a particular thing, so you can choose the one that fits you. You can get the deskside team (also called desktop support) which is responsible for the desktops, laptops, peripherals (PDAs) The network team is specialized on network software, hardware: servers, switches, backup systems, firewalls and also emails, files and security. If you don’t find what you want in those to categories go search for some other teams who are responsible for the phone infrastructure – PBX, voicemail, VOIP, telephone sets, modems, fax machines. (The help desks don’t have all the same location, some may work from home.) =Commnunities= [ http://www.thinkhdi.com/ Help Desk Institute (HDI)] =See Also= [http://www.iterating.com/productclasses/Call_centre Call center]

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