Guide to Help Desk Technology, Tools & Techniques
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A Guide to Help Desk Technology, Tools & Techniques Web Site Resources The Internet provides a wealth of information about help desk tools, technology, and techniques as well as other topics relevant to support group professionals. This appendix includes all the Web sites listed in this book. It also includes additional Web sites related to the topics discussed in the chapters. Be aware that Web sites frequently are restructured, URLs change, and companies merge. Although the following URLs were current when the book was written, some of these may have changed.. Chapter 1 Support Terms and Background Help Desk FAQ http://www.philverghis.com/helpdeskfaq.html Call Center glossary http://www.incoming.com/resources/glossary2.html Whatis.com http://whatis.com Ask Jeeves http://www.ask.com Vendors Support Technologies http://www.supporttechnologies.com/ Chapter 2 Hotline National Food Safety Database http://www.foodsafety.org Vendors 3Com http://www.3com.com Hewlett Packard http://www.hp.com Netscape http://home.netscape.com/support
Chapter 3 Free PC Help (resources for Hands-on Projects) Individual Help Desk http://www.myhelpdesk.com Help Me http://www.helpme.com No Wonder http://www.nowonder.com Ask-A-Tech http://www.ask-a-tech.org PC Guide http://www.pcguide.com Experts Exchange http://www.experts-exchange.com Tom’s Hardware Guide http://www5.tomshardware.com Chapter 4 Commercial Reporting Tools Actuate http://www.actuate.com Cognos http://www.cognos.com Comshare http://www.comshare.com Hyperion http://www.hyperion.com Information Builders, Inc. http://www.ibi.com Oracle http://www.oracle.com Pilot software http://www.pilotsw.com SAS Institute, Inc. http://www.sas.com Seagate (Crystal Reports) http://www.seagatesoftware.com SPSS http://www.spss.com Strategic Software Systems http://www.sss1.com
OLAP Information OLAP Council Web http://www.olapcouncil.org Computer Information Center http://www.compinfo.co.uk Statistics.com http://www.statistics.com
Chapter 5 Call Center Magazine http://www.tmcnet.com/ccs The Computer Information Center http://www.compinfo-center.com Help Desk Institute http://www.helpdeskinst.com
Call Management Software Bendata http://www.bendata.com Clarify Inc. http://www.clarify.com Monarch Bay Software (HelpTrac) http://www.helptrac.com Network Associates http://www.nai.com Peregrine Systems http://www.peregrine.com Remedy Corporation http://www.remedy.com Scott Data Systems http://www.scottdatasystems.com Siebel Systems http://www.siebel.com Vantive Corp http://www.vantive.com
Software Integrators (Implementation Consultants) Anderson Consulting http://www.andersonconsulting.com Cambridge Technology Partners http://www.ctp.com Deloitte Touche http://www.dttus.com KPMG http://www.kpmg.com Support Technologies http://www.sti-help.com/SupportTech.html Technology Solutions Company (TSC) http://www.techsol.com Shareware and Freeware Software Help Desk FAQ http://www.philverghis.com/helpdeskfaq.html HelpDesk.com http://www.helpdesk.com Ziff Davis Software Library http://www.zdnet.com/swlib Help Desk Institute http://www.helpdeskinst.com Chapter 6 Knowledge Management Resources Association for Information and Image Management (AIIM) http://www.aiim.com Customer Support Consortium (CSC) http://www.customersupport.org Institute for Knowledge Management (IKM) http://www.iikm.com International Society for Knowledge Organization (ISKO) http://www.isko.org Knowledge Management Consortium International (KMCI) http://www.kmci.org The Delphi Group http://www.delphigroup.com Knowledge Management Software Text Retrieval Excalibur Systems http://www.excalib.com PC Docs http://www.pcdocs.com Relevance http://www.relevance.net Verity http://www.verity.com Virage http://www.virage.com
Collaboration Tools Dataware http://www.dataware.com Documentum http://www.documentum.com Enigma, Inc. http://www.enigmainc.com inFact Technologies http://www.proknowledge.com Intellisystems http://www.intellisystems.com Intranet Solutions http://www.intranetsol.com Plumtree Software http://www.plumtree.com Sagemaker, Inc. http://www.sagemaker.com Semio http://www.semio.com The Haley Enterprise http://www.haley.com Verano http://www.verano.com
Case-based Reasoning Inference http://www.inference.com Content Publishers Inference http://www.inference.com Knowledge Brokers http://www.kbi.com Serviceware http://www.serviceware.com
Knowledge Management Demos CustomerSoft, Inc. http://www.customersoft.com Emerald Intelligence, Inc. http://www.emeraldi.com Inference http://www.inference.com Knowledge Brokers http://www.kbi.com Primus http://www.primus.com Service Soft http://www.servicesoft.com The Haley Enterprise http://www.haley.com
Chapter 7 Software Piracy Watchdogs Software & Information Industry Assoc. http://www.siia.net Business Software Alliance http://www.bsa.org Discovery Agent Software BindView http://www.bindview.com Computer Associates http://www.cai.com Hewlett Packard http://www.hp.com IBM Tivoli http://www.tivoli.com Microsoft Systems Management Server SMS http://www.microsoft.com Network Associates http://www.nai.com Tally Systems http://www.tallysys.com
Remote Control Software Compaq Carbon Copy http://www.compaq.com Computer Associates http://www.cai.com Farallon Communications Timbuktu Pro http://www.farallon.com Microsoft Systems Management Server SMS http://www.microsoft.com Symantec (PC Anywhere) http://www.symantec.com
Standalone Asset Management Software Applied Innovation Management Inc. http://www.innovate.com Catsoft http://www.catsoft.co.uk Eurotek Communications Ltd. http://www.eurotek.co.uk Isogon Corp. http://www.isogon.com Main Control http://www.maincontrol.com Microsoft Systems Management Server SMS http://www.microsoft.com Miquest Ltd. http://www.miquest.co.uk One Squared Productions http://www.onesquared.com Softopia Development, Inc. http://www.softopia.com System Support Associates http://www.syssupport.net Tally Systems http://www.tallysys.com Technology Equipment Asset Management http://www.techassetmgmt.com Help Desk Software with Asset Management Applix Inc. http://www.applix.com Blue Ocean http://www.blueocean.com Clarify Inc. http://www.clarify.com Computer Associates http://www.cai.com DK Systems Inc. http://www.dksystems.com Help Desk Expert http://www.4helpdesk.com IBM Tivoli http://www.tivoli.com Multima Corporation http://www.netkeeper.com Network Associates http://www.nai.com Peregrine Systems Inc. http://www.peregrine.com Remedy Corp. http://www.remedy.com The Vantive Corp http://www.vantive.com Chapter 8 Electronic Displays and Reader Boards AFC Inc. http://www.all-trackequipment.com/messagelink.com AgentView http://www.aaccorp.com Callware Technologies http://www.callware.com Daktronics Inc http://www.daktronics.com Data Masters, Inc. http://www.data-masters.com Design Computer Systems http://www.designcomputer.com Inova Corp http://www.inovacorp.com LED Signs Online http://www.led-signs.com PaceCom Technologies http://www.pacecom.com Salescaster http://www.salescaster.com Showtronics http://showtron.com Spectrum Corporation http://www.specorp.com Symon http://www.symon.com Telecorp http://www.telegenix.com Texas Digital Systems, Inc. http://www.txdigital.com Visual Electronics http://www.digital-fax.com E-mail Software Lotus Notes Mail http://www.lotus.com Microsoft Internet Explorer Mail http://www.microsoft.com Microsoft Outlook or Outlook Express http://www.microsoft.com Netscape Messenger Mail http://www.netscape.com Novel Groupwise http://www.novel.com Qualcomm Eudora http://www.qualcomm.com Pager Software and Pager Services Amm Software, Inc. http://www.amcomsoft.com AT&T http://www.att.com/personal/messaging GTE http://www.gte.com MCI http://www.mci.com Motorola http://www.motorola.com PageMart http://www.pagemart.com Pagenet http://www.pagenet.com Skytel http://www.skytel.com Sprint http://www.sprint.com Telamon, Inc. http://www.telamon.com Telephones Mitsubishi http://www.mitsubishi.com Motorola http://www.motorola.com Nextel http://www.nextel.com Nokia http://www.nokia.com Qualcomm http:// www.qualcomm.com Samsung http://www.samsung.com Sony http://www.sony.com Sprint http://www.sprint.com
PDA Hardware 3Com http://www.palm.com IBM http://www.direct.ibm.com Symbol Technologies http://www.symbol.com Hewlett-Packard http://www.hp.com Casio http://www.casio.com
Call Management Software for PDAs Bendata, Inc. http://www.heat.com Remedy Corporation http://www.remedy.com Telephones with PDA Software NeoPoint http://www.neopoint.comNokia http://www.nokia.comQualcomm http://www.qualcomm.comExamples of SLAs http://maps4.cr.bcit.bc.ca/bis/sla.htm http://web.missouri.edu/~ue/sla/ http://etc.nih.gov/pages/etcservicelevelagreement.html http://www.supportresearch.com/Fry/tpl-SLA.htm http://www.everestsw.com/accountability/example.html
E-mail Etiquette http://www.sitecrafters.com http://www.becrc.org/etiquette.htm http://www.emailaddresses.com/guide_etiquette.htm http://www-no.ucsd.edu:9323/mail/etiquette.html http://www.webfoot.com/advice/email.top.html
Voice Mail Etiquette http://www.justsell.com/content/printnroute/sales/prgs0002.htm http://www.qut.edu.au/computing_services/hit/advice/voicemail/ http://www.seattletimes.com/news/lifestyles/html98/altquiz_072098.html http://www.notepage.com/basics.htm and answer the following questions: Pager Basics Paging demo http://brent.dispatch.com/sw/sp Technology Newsletters The Gadgeteer Newletter http://www.thegadgeteer.com Ziff Davis Publishing http://www.zdnet.com Wireless Week http://www.wirelessweek.com
Shareware Paging Software Ziff Davis software Library http://www.zdnet.com Pagewrite http://www.callid.com/pagewrite.htm Chapter 9 PBX Vendors Connections http://www.callaccounting.com/pbxinterface.htmEquinox http://www.equinox.comInnovative PBX Services http://www.innovativepbx.comJilTel Communications http://videoteleconf.com/index.htmlLucent Definity http://www.lucent.comMeridian http://www.meridianphones.comMotorola http://www.mot.comNetOffice 2000 http://computer-lease.com/assistant.htmNorTel http://www.nortelnetworks.com/index.htmlSiemens http://www.siemenscom.comACD Vendors Ameritech http://www.ameritech.com/products/callcenter/acd.htm Aspect http://www.aspect.com AVT http://www.avtc.com BCS Technologies http://www.bcstechnologies.com Call Center Systems http://www.aaccorp.com CenterForce Technologies http://www.cforcetech.com Cintech http://cintech-cti.com Davox (AnswerSoft) http://www.davox.com Executone http://www.executone.com NexPath http://www.nexpath.com NICE, Dees Call Center Division http://www.dees.com/index2.htm Nova CTI http://www.novacti.com PakNetX http://www.paknetx.com Perimeter Technology http://www.perimetertechnology.com Rockwell Telecommunications http://www.ec.rockwell.com SoftBase Systems http://www.softbase.com Teloquent http://www.teloquent.com Telrad http://www.telradusa.com Teltronics http://www.teltronics.com
CTI Software Vendors Amerex Call Centers http://www.amarex.com CtiTek http://titek.com Dialogic Communications http://www.dialogic.com EasyRun Communication Software Systems http://www.easyrun.com Genesys CTI Solutions http://www.genesyslab.com IBM CallPath http://www.ibm.com N-Soft http://www.n-soft.com Periphonics http://www.peri.com IVR Vendors Aculab http://www.aculab.com Artisoft http://www.artisoft.com Aspect Telecommunications http://www.aspect.com Bicom http://www.bicom-inc.com Brite Voice Systems, Inc. http://www.brite.com CCS Trexcom, Inc. http://www.ccsivr.com Corepoint http://www.corepoint.com Crystal http://www.crystalpc.com Edify http://www.edify.com Envox http://www.envox.com GM Voices http://www.gmvoices.com IBM www.ibm.com Interactive Digital http://www.interactivedigital.com InterVoice http://www.intervoice.com Lucent Technologies http://www.lucent.com MediaSoft Telecom http://www.mediasoft.com Nortel Networks http://www.nortel.com Periphonics http://www.peri.com Syntellect http://www.syntellect.com Talx http://www.talx.com Wildfire Communications www.wildfire.com
Real Time Telephone System Monitoring Digital Telescript http://www.telemkt.com/digisoft Easyphone http://www.easyphone.com Mosaix http://www.mosaix.com Pyderion Contact Technologies http://www.pyderion.com Switchview http://www.switchview.com
Voice Recognition and Speech Synthesis Vendors 21st Century http://www.voicerecognition.comAltech http://www.altech.com Brite Systems http://www.brite.com Compaq Computer http://www.compaq.com Corepoint http://www.corepoint.com Dragon Systems http://www.dragonsys.com First Byte http://www.firstbyte.davd.com Fonix Corporation http://www.fonix.com Lernout & Hauspie http://www.lhs.com Nuance http://www.nuance.com PureSpeech http://www.speech.com T-NETIX http://www.t-netix.com Voice Control Systems http://www.voicecontrol.com Amdocs http://www.amdocs.com Crystal http://www.crystalpc.com Info Directions http://www.infodirections.com Innomedia http://www.innomedia.com Intelliswitch http://www.intelliswitch.com Mind CTI http://www.mindcti.com Nuera Communications http://www.nuera.com Portal Software, Inc. http://www.portal.com Telephone Basics Brantford http://207.61.52.13/comdir/festivals/sesqui/bell.html How Stuff Works http://www.howstuffworks.com Telestra http://www.telstra.com.au/proder/educdocs/educdocs/switch.html
Telecommunications Terminology and Resources Ask Jeeves http://www.ask.com Bigcat Systems http://www.bigcat.net Claremont Internet Press http://clp.net/clp-dict.html Hello Direct http://www.hellodirect.com Online telephony magazines http://www.telecomlibrary.com Tech Guide http://www.techguide.com Tribute to the Telephone http://telecom-digest.org/tribute Whatis.com http://whatis.com Chapter 10 U.S. Department of Labor http://www.osha.gov Combo http://www.combo.com Ergo World http://www.interface-analysis.com/ergoworld Office Ergonomics http://www.ur-net.com/office-ergo IBM Healthy Computing Web http://www.pc.ibm.com/us/healthycomputing Typing Injury FAQ http://www.tifaq.org Headset Vendors ADCOM/BHS http://www.adcombhs.com Clear Vox http://www.clearvox.com CommuniTech Inc. http://www.communitech.com Headsets Direct http://www.headsetsdirect.com Hello Direct http://www.hello-direct.com
Kaaas http://www.kaaas.com Plantronics http://www.plantronics.com/us_canada.html Progressive Ideas http://www.progressiveideas.com/main.html Spectrum http://www.spectrumtec.com/index.htm Telex http://www.computeraudio.telex.com Tri-Tel Technical Services http://www.tritelchicago.com
RSI Prevention Software Typing Injury FAQ http://www.tifaq.org (link to RSI shareware software) Niche Software, LTD http://www.workpace.com/niche Omniquad http://www.omniquad.com (link to ErgoSense)
Chapter 11 System Management Software BMC Software http://www.bmc.com Cabletron http://www.cabletron.com Computer Associates http://www.cai.com Hewlett Packard http://www.hp.com IBM http://www.ibm.com Intel http://www.intel.com Microsoft http://www.microsoft.com Network Associates http://www.nai.com Seagate http://www.seagate.com Sun Microsystems http://www.sun.com Tivoli (acquired by IBM) http://www.tivoli.com
Network Topographies The Atlas of Cyberspaces http://www.geog.ucl.ac.uk/casa/martin/atlas Performance Management Hewlett-Packard http://www.openview.hp.com MCI http://www.vbns.net Other Resources Techguide.com http://www.techguide.com SolarWinds http://216.60.197.203 Simple Times Newsletter http://www.simple-times.org
Chapter 12 Optimization software CyberMedia, First Aid http://www.cybermedia.com Network Associates, PC Medic, and Nuts & Bolts http://www.nai.com Symantec, Norton Utilities http://www.symantec.com
Pre-emptive Diagnosis Software Aveo, Attune http://www.aveo.com CyberMedia, Oil Change & Repair Engine http://www.cybermedia.com Support.com, Healing System http://www.tioga.com SystemSoft, System Wizard http://www.systemsoft.com Data Collection Software Courion Corporation http://www.courion.com Full Circle Software http://www.fullcirclesoftware.com Motive Communications, Motive Solo and Motive Duet http://www.motive.com NetManage, SupportNow http://www.netmanage.com E-mail Self-Service Island Data http://www.islanddata.com Internet Self-Service Quintus http://www.quintus.com Mailing lists and Newsgroups Computer Training Subjects listproc@bilbo.isu.edu (enter in message body: subscribe Computer-Training your_first_name your_last_name) Heat Call Tracking Software www.heatsoftware.com/heatforum/index.html Help Desk List (Digest--daily e-mail message with all messages sent to list that day) LISTSERV@wvnvm.wvnet.edu (no subject and enter in message body: subscribe HDESK-L your_first_name your_last_name) Help Desk News Group bit.listserv.hdesk-l uwo.comp.helpdesk Knowledge bases listserv@list.nih.gov (enter in message body: subscribe knowbase your_first_name your_last_name) McAfee Help Desk (Network Associates) subscribe-mhd@alldata.com (blank message) McAfee's ZAC (Zero Administration Client) and desktop management products subcribe-zac@alldata.com (blank message) Technical support newsgroups alt.management.tech-support
Remedy ARS listserv@listserv.acsu.buffalo.edu (enter in message body: subscribe arslist your_first_name your_last_name) SupportMagic Software listserv@cfrvm.cfr.usf.edu (enter in message body: subscribe smagic your_first_name your_last_name) University-specific help desk list listserv@vma.cc.nd.edu (enter in message body: subscribe hdi-edu your_first_name your_last_name) University-specific list for support professionals who support computers and students in residence halls and computer clusters listserv@vma.cc.nd.edu (enter in message body: subscribe resnet-l your_first_name your_last_name)
Other Resources AutoDesk http://www.autodesk.com Cisco Web http://www.cisco.com Chapter 13 IT Organizations and Support Associations American Telemarketing Association, Inc. http://www.ataconnect.org Association for Information Technology Professionals http://www.aitp.org Association for Women in Computing http://www.awcncc.org Association of Support Professionals (ASP) http://www.asponline.com BackOffice Professionals http://www.bopa.org Call Center Managers’ Forum http://callcentres.com.au Call Center Network Group http://www.ccng.com Customer Care Institute http://www.customercare.com Customer Service Management http://www.csm-us.com Customer Support Consortium http://www.customersupport.org Desktop Management Task Force http://www.dmtf.org Direct Marketing Association http://www.the-dma.org Direct Selling Association http://www.dsa.org Guide International (IBM Professionals) http://www.guide.org/index.htm Help Desk 2000 http://www.helpdesk2000.org Help Desk Institute http://www.helpdeskinst.com Help Desk User Group (UK) http://www.hug.co.uk Incoming Calls Management Institute http://www.incoming.com Institute for Certification of Computer Professionals (ICCP) http://www.iccp.org Interex (HP professionals) http://www.interex.org International Customer Service Association http://www.icsa.com NT System Professionals http://www.ntpro.org Society of Telecommunications Consultants http://www.stcconsultants.org Software Support Professionals Association (SSPA) http://www.sspa-online.com Software Vendors That Require Certification Lotus Development Corporation http://www.lotus.com Microsoft Corporation http://www.microsoft.com Novell, Inc. http://www.novell.com Oracle Corporation http://www.oracle.com Remedy http://www.remedy.com Siebel Systems http://www.siebel.com Market Research Companies Datamation http://www.datamation.com Forrester Research http://www.forester.com Frost & Sullivan http://www.frost.com International Data Corporation http://www.idc.com Ovum http://www.ovum.com Real Market Research http://www.realmarket.com/index.html The Meta Group http://www.metagroup.com The Robert Francis Group http://www.the-rfg.com The Yankee Group http://www.yankeegroup.com
IT Publications Call Center Magazine http://www.telecomlibrary.mfi.com Call Center Solutions http://www.ccsmag.com/ccs CMP Publications (Data Communications, Tele.com, Network Computing, Information Week) http://www.cmp.com Computer Telephony http://www.telecomlibrary.com Computer World http://www.computerworld.com CTI Magazine http://www.tmcnet.com/cti Customer Support Management http://www.supportmanagement.com Help Desk Online http://www.helpDESK-Online.com IDG (Computerworld, InfoWorld, PC World, Network World) http://www.idg.net Internet Telephony http://www.tmcnet.com/it LTI Technomedia http://www.lti.on.ca Network Computing http://www.cmpnet.com PC Week http://www.pcweek.com Service and Support World http://www.pcinews.com/pci Service Level Newsletter http://www.servicelevel.com Service News http://www.servicenews.com The Standard (Internet Economy) http://www.thestandard.com SupportIndustry. Com http://www.supportindustry.com Tele.com Magazine http://www.teledotcom.com Teleconnect Magazine. http://www.telecomlibrary.com Teleprofessional Magazine http://www.teleprofessional.com Ziff Davis http://www.zdnet.com Support and Help Desk Resources Bruton Consultancy http://www.ibmpcug.co.uk/~bruton Help Desk FAQ http://www.philverghis.com Help Desk Funnies http://helpdeskfunnies.cyberjuice.com Helpdesk.com http://www.helpdesk.com Internet Resources for Help Desks http://www.rgu.ac.uk/~sim/research/helpdesk/hdlinks.htm Resource Center for Customer Support Professionals http://www.the-resource-center.com User Groups Association of PC User Groups http://www.apcug.org DEC Users Society (DECUS) http://www.decus.org IBM User Groups and SIGS http://www.software.ibm.com/os/warp Mindshare Microsoft User Group http://www.microsoft.com/mindshare Netware Users International http://theforums.com/pages/main.htm Packard Bell User Group http://www.pbuser.com Windows Users Group Network http://www.wugnet.com
Ask a Tech http://www.ask-a-tech.org Course Technology http://www.course.com Experts Exchange http://www.experts-exchange.com Free Technical Support http://www.nowoder.com Help-Site Computer Manuals http://help-site.com Indiana University Knowledgebase http://kb.iupui.edu Information Technology Professional Resource Center http://www.itprc.com Macmillan Publishing http://www.mcp.com Microsoft Support http://support.microsoft.com PC Mechanic http://www.pcmech.com Scott’s tutorial hotlist http://cires.colorado.edu/people/peckham.scott/tutors.html Share (IBM Compatibles) http://www.share.org The Computer Information Center http://www.compinfo-center.com The PC Guide http://www.pcguide.com Tom’s Hardware Guide http://tomshardware.com Tutorial Junction http://fiat.gslis.utexas.edu/resources/lib_inf_res/tutorials.html ZDnet Help http://www.zdnet.com/zdhelp
Other Resources U.S. Office of Personnel Management http://www.opm.gov/wrkfam Hireability http://www.hireability.com Techguide.com http://www.techguide.com Directory: resource uploads -> downloads downloads -> Chapter 19 Chapter Outline downloads -> Chapter 1 Practice Quiz Introducing the Economic Way of Thinking downloads -> Bltc-8e Case Problem with Sample Answer Chapter 30: Partnerships 20. 5 Case Problem with Sample Answer downloads -> Cross-7e: Case Problem with Sample Answer downloads -> Atmospheric circulation downloads -> September 3, 2007 downloads -> August 30 2009 Website Update downloads -> Chapter 3 exercises downloads -> Review Sheet: Chapt. 1: The Moral Point of View Moral concerns are unavoidable in life. Ethics downloads -> Chapter 17 Chapter Outline Download 67.18 Kb. Share with your friends:
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