IT Professionals-Infrastructure&Tech

IT Professionals-Infrastructure&Tech

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IT and Help Desk Processes, anybody have any they want to share or know of a good site that may have examples? Thanks Dan

Information Technology Manager at Summit Business Media

  • Comment (2)
  • January 27, 2012
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  • Jayson W.


    Jayson W.

    Contributor at Pentest Magazine

    I feel the ITIL framework can provide a good foundation for service. It may be a start and I really think the size of the support center or base makes a big difference on what's needed.

    It can go from self service to needing 1 or a few lines up to needing a complete VIOP system with hunt groups for incoming calls. Support(tiers) can be in one or many separated places. You can use a pen and paper to track calls or invest a couple of bucks into something like Remedy.

    I'd start reading some of the ITIL guidelines and maybe size of the needs, price them out and see what needs to be built. I think that's what you mean. If you are looking for the troubleshooting or approach process that IT people take to resolve issues the answer could be all over the place and I'd think more dynamic than typically structured support desk methods.

  • David O.


    David O.

    Senior Account Manager att Structured Communication Systems

    Look at FireEye. Eliminates 99% of all Malware, Viruses, Spam etc. hope this helps Dan.

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