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    The Help Desk Software and Management Community FAQ (Frequently Asked Questions)



    Category: Main ->

    Question
    ·  What is A Help Desk?
    ·  What software is available?
    ·  What are the common functions of help desk software products?
    ·  What is ITIL?
    ·  What is a web enabled helpdesk?

    Answer
    ·  What is A Help Desk?

    Essentially, a help desk is central point through which problems or issues can be reported and managed.

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    ·  What software is available?

    The number of products are wide and varied, and range from simple ticket tracking to fully integrated Customer Relationship management systems.

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    ·  What are the common functions of help desk software products?

    Functionality is varied but the core elements tend to be the recording and tracking of support requests. Reporting is also important, and increasingly, service level management functions.

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    ·  What is ITIL?

    ITIL (IT Infrastructure Library) is a management discipline and protocol for the IT environment.

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    ·  What is a web enabled helpdesk?

    Basically a help desk which interfaces through a web browser (eg: IE, Netscape, Opera).

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