Helpdesk, IT and Support Center Resources
Support Center Tools, White Papers and Presentations on Best
Check the official
ITIL web site:
AXELOS web site:
Download a summary of
the ITIL 2011 update:
Summary of the ITIL 2011 Update
Service Desk and Support Center
Sample Ticket Monitoring
Score Card (based on ITIL):
Ticket Monitoring Score Card"
Sample Call Monitoring Score Card (also based on ITIL): "Sample
Call Monitoring Score Card"
"7 Steps to Exceptional Customer Service"
IT Service Management:
2015 and Beyond: Six Trends Driving the
Increased Importance of the Service Desk"
the Barriers to Knowledge Management"
"BYOD - A Service Lifecycle Approach"
"Keys to an IT Best-Practice Reporting
Paper - Service Desk:
"How to Market the Value of Your Support"
HDI 2008 Financial Tools Presentation:
Financial Tools for Effective Decision Making"
Get the Financial Tool CBA Template:
Cost-Benefit Analysis Template
"Transforming Your People Resources - A
Continual Learning Approach"
Tips on Building
IT Service & Support Infrastructure:
presentations on developing and deploying a Web Support Portal:
HDI 2008 Conference presentation:
a Self-Service Portal: Keys to Success"
itSMF 2008 Conference presentation:
Presentation on Building a Successful Web Portal"
Get the Web Portal Project Planning Checklist:
"A comparison of ISO 9000 and HDI's Support
Center Certification Model"
Support Center Certification: A Pragmatic Approach to Verifying
Core ITIL Process Maturity"
Other IT and Related Technical
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 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 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.
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.
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
Republic. Online resource for latest tech news,
downloads, discussion forums, technical Q&A, white papers, newsletter
subscriptions, books and CDs.
Notes, news, reviews and online glossary of technical terms.
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.
- Popular downloads, shareware, freeware, etc.
Title: Product Support resources
Description: Directory of Product Support related websites.
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!
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