Helpdesk, IT and Support Center Resources
Help Desk and IT
Support Center Tools, White Papers and Presentations on Best
Practices!
ITIL V3 2011
Update:
Download a summary:
Summary of the ITIL 2011 Update
Get answers to
your Frequently Asked Questions:
ITIL 2011 FAQs
ITIL eNewsletter - 2011 Update! - Just Out:
ITIL eNewsletter Aug 2011
Newsflash from ITPreneurs:
ITIL 2011 Update and Release
Link to Best Management Practice:
Initial feedback from ITIL 2011 Update
Latest Reviews from Practitioners:
Best Management Practice Reviews - ITIL 2011
Order the ITIL 2011 Books at itSMF USA:
Link to Bookstore Order Form
Service Desk and Support Center
Management Tools:
Sample Ticket Monitoring
Score Card (based on ITIL): "Sample
Ticket Monitoring Score Card"
Sample Call Monitoring Score Card (also based on ITIL): "Sample
Call Monitoring Score Card"
Excellence in
Customer Service:
White Paper:
"7 Steps to Exceptional Customer Service"
Best-Practices in
IT Service Management:
White Paper
- Reporting:
"Keys to an IT Best-Practice Reporting
Framework"
White
Paper - Service Desk:
"How to Market the Value of Your Support"
HDI 2008 Financial Tools Presentation: "Easy-to-Use
Financial Tools for Effective Decision Making"
Get the Financial Tool CBA Template:
Cost-Benefit Analysis Template
White Paper:
"Transforming Your People Resources - A
Continual Learning Approach"
Tips on Building
Service & Support Infrastructure:
Best-practices
presentations on developing and deploying a Web Support Portal:
HDI 2008 Conference presentation: "Building
a Self-Service Portal: Keys to Success"
itSMF 2008 Conference presentation: "itSMF
Presentation on Building a Successful Web Portal"
Get the Web Portal Project Planning Checklist:
Web_Portal_Checklist
Support Center
Certification:
White Paper:
"A comparison of ISO 9000 and HDI's Support
Center Certification Model"
White Paper:
"HDI
Support Center Certification: A Pragmatic Approach to Verifying
Core ITIL Process Maturity"
Other IT and Related Technical
Resources!
HDI.
Founded in 1989, HDI is the world’s largest membership, training,
and certification association for technical support professionals. HDI
curriculum addresses the needs of technical support professionals throughout
their careers and the various maturity levels of their support operations. HDI
provides support publications, downloads, industry studies, and more.
itSMF USA.
itSMF USA is the United States chapter of the ITSMF
international organization which has over 40 chapters. Based on the ITIL
framework which was developed in the 1980s, IT Service Management has expanded
to support and promote other Service Management frameworks such as ISO20000,
COBIT, BS17799, PRINCE2, Six Sigma and many others. Find and purchase ITSM and
ITIL publications here!
ITSM Watch.
ITSM Watch is the top independent source on the web for insights and information
regarding Information Technology Service Management practices and principles,
including ITIL, Change Management, Event Management, Service Management,
Configuration Management and Business Service Management. Lots of
valuable, timely articles on IT best-practices and related issues.
Support
Industry.com. Provides senior level service and
support professionals direct access to information on the most relevant areas in
customer support, including enterprise strategies, people issues, technology,
trends and research. This data enables support professionals to benchmark and
improve their customer support operation. Members are responsible for the help
desk and customer support operation of their company. Titles include
Director/VP/Manager of Customer Support and Help Desk, CEO, COO and CIO.
Contact Center
World. The leading global support organization for the
contact center industry around the world. They
currently have 116080 corporate members of
which 40% are at senior executive level within contact centers globally. The
quality content on our site is what draws 7,500 unique users to us every day -
those who need fast access to the latest information to make informed decisions
for their business. The web site features articles, tools, ask the
experts, etc.
Tech
Republic. Online resource for latest tech news,
downloads, discussion forums, technical Q&A, white papers, newsletter
subscriptions, books and CDs.
Geek.com.
Notes, news, reviews and online glossary of technical terms.
Help Desk
Directory. Your
one-stop destination for anything you can think of concerning your help desk.
This Help Desk Directory is designed to help its users find the help desk
information, articles, source, companies, products and services.
CNET Download
- Popular downloads, shareware, freeware, etc.
URL:
http://www.the-it-resource.com/Product-Support
Title: Product Support resources
Description: Directory of Product Support related websites.
Online Magazines
Call Center
Magazine - The only magazine dedicated to providing in-depth and
unbiased product and strategic information for call center executives. These
professionals are responsible for improving customer relations and retention
through call centers – and they rely upon Call Center Magazine to make
purchasing decisions on the hardware, software and services critical to their
success. Buyers guide, white papers, web casts, events and more.
Subscriptions are free!
Call 1 (949)
305-3544, or
email
us to find out how we can help you!
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HDI
has just published a new Focus Book authored by Paul M.
Dooley: 
