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Bringing You Closer To Your Customers

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Get Downloads
from Paul's
 "Web Portal Best-
Practices" Session

given at the

HDI Japan
Conference 2008!

Learn More >>
Event Photos>>


Get the FREE White Paper from the HDI 2005 Annual Conference
"How to Market the Value of Your Support

Download Now


FREE White Paper!

"7 Steps to Exceptional Customer Service"
Download Now


New Focus Book!

HDI has just published a new Focus Book authored by Paul M. Dooley:

 "Building a Web Support Portal: Keys to Success"

Visit HDI's bookstore to order

Downloads from
Conference, SF

Sept 9, 2008

Get Our Presentation and Checklist on Effective Web Support!


Helpdesk, IT and Support Center Resources

FREE IT Support Center Tools, White Papers and Presentations on Best Practices!

ITIL Updates:

Check the official ITIL web site:  http://www.itil-officialsite.com/
AXELOS web site:  http://www.axelos.com/
Download a summary of the ITIL 2011 update: 
Summary of the ITIL 2011 Update

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:  "ITIL 2015 and Beyond: Six Trends Driving the  
Increased Importance of the Service Desk"

"Bridging the Barriers to Knowledge Management"
Presentation:  "BYOD - A Service Lifecycle Approach"
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 IT 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: 

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 USAitSMF 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!

all 1 (949) 305-3544, or email us to find out how we can help you!