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.com

Nokia http://www.nokia.com

Qualcomm http://www.qualcomm.com


    Examples 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.htm

Equinox http://www.equinox.com

Innovative PBX Services http://www.innovativepbx.com

JilTel Communications http://videoteleconf.com/index.html

Lucent Definity http://www.lucent.com

Meridian http://www.meridianphones.com

Motorola http://www.mot.com

NetOffice 2000 http://computer-lease.com/assistant.htm

NorTel http://www.nortelnetworks.com/index.html

Siemens http://www.siemenscom.com


    ACD 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.com


Altech 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



    IP Telephony Vendors

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
alt.managing.techsupport

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


    PC Support Sites

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

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