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 20

	Revised Service Manager beta expected within weeks SearchWinIT.com | 07 Nov 2008 ARTICLE - Microsoft System Center Service Manager is roaring back after a false start. The service desk has been rebuilt from scratch and is on track for completion in 2010.

	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.

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EXPERT TECHNICAL ADVICE: 1 - 3 of 11

	Using MOF to resolve common Windows service desk challenges 09 Oct 2008 TIP - Windows managers can use Microsoft Operations Framework to resolve common service desk issues.

	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.

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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