Helpdesk Solutions


Before discussing Helpdesk Solutions, we should understand that Helpdesk Solution is a term used to demonstrate the finality of any business or customer related problem or series of problems that could be solved by the implementation of a help desk system.


As the natures of many businesses vary, so do the parameters of any Helpdesk Solutions. Some businesses may require an internal call tracking or IT support solution, while others may require an external customer support or service Helpdesk Solutions.


Helpdesk Solutions offer enterprise level businesses a full complement of support options, allowing them to meet the growing service needs of internal end users and external customers alike. Such Helpdesk Solutions deliver the ability to create, track, monitor report on and close trouble tickets dealing with a wide range of customer or technical service issues.


 Helpdesk Solutions have long been widely deployed in the Fortune 500, but are now increasingly finding their way into mid-market enterprises. These smaller companies now see the value proposition of being able to handle customer or end-user service requests online, from a personal computer.


Help desk solutions online, or rather – online help desk – is another name for a web-based help desk system. Probably, AIM was the first company to put Helpdesk Solutions online in the form of Helpdesk Solutions Expert for Customer Service (1995). With the advent of these online support systems, businesses were now able to submit and track requests from anywhere at any time, as well as provide an online option for their customers to do so.


Having Helpdesk Solutions online gives businesses the option of providing 24 hour customer support – improving customer relations and helping to build an even stronger customer base.

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Tracking issues and help desk inquiries can be a virtual nightmare without the right tools. Whether your organization is small, medium or large, keeping issues from falling between the cracks can be critical to maintaining relationships with customers and offering the kind of support and attention to detail that they require. Are you looking for a solution designed to ensure your organization effectively communicates, organizes, tracks and reports the issues that matter the most to you and your customers?

If so, you’ve come to the right place. You need one simple interface allows you to enter, track and resolve customer and support issues at the click of a mouse. You need a robust, full-featured web based help desk issue tracking program designed to handle help desk and support issues without intensive training or desktop installation. In fact, you need to be able to handle issues for one or one hundred remote offices, depending on your requirements, because all administration is done via the web.

Help Desk Software should handle:

  • I.T. Help Desk issues
  • Product Support issues
  • Service Requests
  • Human Resource issues
  • Project Tracking
  • Customer Relations Management

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The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined here as service operation within the Service Level Agreement (SLA) limits.


The scope of Incident management falls into three broad categories:

–          Applications

–          Service not available

–          Application bug / query preventing Customer from working

–          Disk-usage threshold exceeded

–          Hardware

–          System down

–          Automatic alert

–          Printer not printing

–          Configuration Inaccessible

–          Service requests

–          Forgotten passwords etc

–          Requests for documentation


A request for new or additional service (i.e. software or hardware) is often not regarded as an Incident but as a Request for Change (RFC). However, practice shows that handling of both failures in the infrastructure and of service requests are similar, and both are therefore included in the definition and scope of the process of Incident Management.


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The major benefits to be gained by implementing an Incident Management process are as follows:

–          For the business as a whole:

–          Reduced business impact of Incidents by timely resolution, thereby increasing effectiveness

–          The proactive identification of beneficial system enhancements and amendments

–          The availability of business-focussed management information related to the SLA.


–          For the IT organisation in particular:

–          Improved monitoring, allowing performance against SLAs to be accurately measured

–          Improved management information on aspects of service quality

–          Better staff utilisation, leading to greater efficiency

–          Elimination of lost or incorrect Incidents and Service Requests

–          More accurate CMDB information (giving an ongoing audit while registering Incidents)

–          Improved User and Customer satisfaction.


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With the 10 ITIL processes managing the IT Service Delivery, there has to be a physical point of contact with the customers. A place in the organisation, a phone number or e-mail address where customers can lodge their complaints, ask questions and lodge requests for change. This point of contact (or ‘shop-window’) is the Service Desk.

As far as the customer is concerned, the Service Desk IS the IT Service Provider. The Service Desk is a one-stop-shop.


This one-stop-shop concept requires a close interface between the ITIL processes and the function of the service desk.As well as a focal point for reporting incidents and making service requests, the Service Desk has an obligation to keep users informed of service events, actions and opportunities that are likely to impact on the performance of the users, in their day-to-day activities. For example, the Service Desk could act as the focal point for change requests from users, issuing Change Schedules on behalf of Change Management, and keeping users informed of progress on changes. The Change Manager must, therefore, ensure that the Service Desk is kept constantly aware of change activities.


The Service Desk is in the direct firing line of any impact on the SLAs and, as such, needs rapid information flows.


The Service Desk may be given delegation to implement changes to circumvent incidents within its sphere of authority. The scope of such changes must be predefined and the Change Management function must be informed about all such changes. Changes that involve a change of specification of any Configuration Item must not, however, be implemented without prior approval by Change Management.