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2008年12月5日

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IT服务管理

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ITSM Service Desk(112)
服务台

Service Desk

		http://www.mercury.com/uk/solutions/governance/itil/service-support/service-desk/
		http://www.bsg.co.uk/managedservices/service_desk.aspx
		http://www.ticketxpert.net/?tabid=184

ITIL Service Desk/Help Desk

http://www.itil.org.uk/sm.htm

IT Help Desk to ITIL Service Desk

http://www.infra.co.uk/helpdesksoftware.asp

The ITIL Service Desk (Formerly The ITIL Help Desk)

		http://www.itil-itsm-world.com/itil-4.htm
		http://www.itilcommunity.com/modules.php?name=Forums&file=viewforum&f=8

Incident Management: The Role Of The ITIL Service Desk

http://www.infra-corp.com/ITIL/ITIL-incident-management.asp

Service Desk Publications

http://itil.tso.co.uk/service_desk.html

Expert Desk ITIL – Service Desk

http://www.itilsurvival.com/expertdeskITIL.html

Help Desk and IT Service Management Solutions

http://www.axiossystems.com/six/en/home.php

BMC Service Desk Express Suite

http://www.bmc.com/products/proddocview/0,2832,19052_19429_24031552_123799,00.html

HP OpenView Service Desk

http://www.hp.com.cn/services/education/tech/course/train4/H7084S.asp

ITIL Service Management, Help Desk and Support Software

http://www.livetime.com/webservicedesk/app

infraEnterprise Service Desk Management Tool

http://www.softguide.de/prog_t/pt_1104.htm

ITIL Service Desk and Incident Management — A 3-Day Course

http://training.gbdirect.co.uk/courses/itil/itil_service_desk_and_incident_management.html

ITIL Service Desk/Incident Management Practitioner Course and Certification

http://www.newhorizonsmn.com/CourseDetail.aspx?CrsNum=BEITILSrvcDskPr

ITIL Service Desk & Incident Management – Practitioner

http://www.proactiveservices.com.au/uploads/SDIM.pdf

The ITIL Help Desk

http://www.w3j.com/7/s1.timeline.wrap.html

ITIL Processes: Service Desk Management

http://www.itilfoundations.com/cat_processes/sdeskmanagement/

Axios Systems Provides ITIL-Based Service Desk Management For Larger Enterprises

http://www.forrester.com/Research/Document/Excerpt/0,7211,38636,00.html

ITIL Service Desk, Incident Management and Problem Management (Course)

http://www1.pulsen.se/education/servlet/DocumentDisplay?documentId=1583&treeId=363&branchId=635

Trends 2005: IT Service Desk

http://whitepapers.techrepublic.com.com/abstract.aspx?docid=115075&promo=300111

ITIL Service Desk, Incident & Problem Management: Creating A World Class Service Desk For Your Organization

http://www.cpegroup.biz/images/learnlink/CPE_ServiceDeskIncidentProblemManagement.pdf

Building A Winning Service Desk

http://whitepapers.zdnet.com/abstract.aspx?docid=166869&promo=200111

Service Desk Platforms

http://www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=944

The Service Desk

http://www.hthts.com/NWCCP%20Articles%20and%20speaker%20slides/Mary%20Kay%20Wegner%20ITIL%20handout%20Jan%202005.doc

ITIL: The Service Desk and Incident Management

http://content1.skillsoft.com/content/cm/CUST0181000000/summary.htm

Guidelines For Creating A Service Desk Based On ITIL Initiative

http://www.enterpriseleadership.org/read/ferrarini3

ITIL & Your Service Desk: Are They Married, Divorced, Or Yet To Meet ?

http://www.proactiveservices.com.au/uploads/Article_ITIL_Service_Desk.pdf

Service Desk Initiative

http://connect.educause.edu/taxonomy/term/1486

Training For Help Desk Professionals

http://www.hdi-europe.com/certification/training2006/courses.asp?id=26

The Help Desk Analyst (HAD)

		http://www.hdi-europe.com/certification/training2006/courses.asp?id=2&community=&strtype=public&course=cert
		http://www.hdi-europe.com/certification/training2006/courses.asp?id=3&community=&strtype=public&course=cert

The Help Desk Senior Analyst Fast Track

http://www.hdi-europe.com/certification/training2006/courses.asp?id=7&community=&strtype=public&course=cert

The Help Desk Manager (HDM)

		http://www.hdi-europe.com/certification/training2006/courses.asp?id=8&community=&strtype=public&course=cert
		http://www.hdi-europe.com/certification/training2006/courses.asp?id=9&community=&strtype=public&course=cert

The Help Desk Manager Fast Track

http://www.hdi-europe.com/certification/training2006/courses.asp?id=10&community=&strtype=public&course=cert

Finisar Corporation Uses UniCenter ServicePlus Service Desk To Implement ITIL Best Practices and Address SOC Compliance Requirements

http://www.computerworld.ch/fileserver/computerworld/files/259.pdf

ITIL and Best Practices for Service Desk (Help Desk) and Infrastructure Resource Management

http://www.pytheas.com/pam/en/itil-service-desk.asp

Best Practices In IT Help Desk and Service Desk Management

http://www.iqpc.com/cgi-bin/templates/document.html?topic=233&event=7600&document=56779&slauID=2&

Help Desk Management

http://www.bitpipe.com/tlist/Help-Desk-Management.html

IT Transformation

http://www.newcastle.edu.au/service/computing/itorganisation/ITSubgroup-ITClientServices-1Dec05.ppt

The Most Easy-To-Use, Comprehensive 100% Web-Based Service Desk: Powerful, Flexible and Affordable

http://www.unipress.com/footprints/hostingbro.pdf

The Most Easy-To-Use, Comprehensive Web-Based Service Desk

http://www.unipress.com/footprints/hostingsum.pdf

The Most Easy-To-Use, Comprehensive 100% Web-Based Service Desk: Technical Overview

http://www.unipress.com/footprints/hostingtechbro.pdf

Web-Based Service Desk Management

http://www.livetime.com/docs/ServiceManager_40.pdf

Leveraging the ITIL Service Support Framework — Increase Efficiency in IT Operations and Support

http://www.sei-it.com/newsletter/sei_insider/current/2004_q1/hot_topic_02.html

IT Service Desk Tools

http://www.remedy.com/solutions/documents/misc/Remedy_METAspectrum_ar_en.pdf

The Help Desk & IT Support Show

http://www.helpdeskshow.com/seminars-human-resource-management.php

ITIL Organization Structure

http://www.itilpeople.com/articles/ITIL%20Organisation%20Structure.htm

FITS—Framework For ICT Technical Support:Service Desk

http://www.becta.org.uk/tsas/index.cfm?refsect=ntss&bcsect=default§=incident&id=dw1072_4

The Challenge of IT Service Delivery

http://www.westbury-it.com/IT_Service_Delivery-web.pdf

KNOVA Knowledge Desk? Empowering Service Desks with Robust KM

		http://www.knova.com/products/desk.html
		http://www.knova.com/docs/datasheets/Knova-KnowledgeDesk-Datasheet.pdf

BMC Service Desk Express 9.0: Magic Service Desk Technology

http://www.bmc.com/products/attachments/BMC_WhatsNew_ServDeskExp.pdf

BMC?Service Desk Express 9.0 New Features

http://www.ibertek.com/magic_features.html

Best Practices For Training The Service Desk On New Technologies

http://www.forrester.com/Research/Document/Excerpt/0,7211,37700,00.html

Service Desk Software: FREE Help Desk

http://www.freedownloadmanager.org/downloads/service_desk_software/

Tivoli Service Desk V6.0 - IT Infrastructure Planning Guide

http://www.redbooks.ibm.com/abstracts/sg245312.html

High Volume Replicator For Unicenter ServicePlus Service Desk

http://www.highvolumereplicator.com/main/pdf/hvrforusd.pdf

Help Desk & Incident Management

http://www.axiossystems.com/six/shared/downloads/pdf/Help_Desk.pdf

Help Desk On Demand

http://www.crmdesk.com/

RMS Service Management – RMS Service Desk

http://www.rms.co.uk/servicemng_1.htm

HelpSpot is User Centered Help Desk Software

http://www.userscape.com/products/helpspot/

Magic Quadrant For The IT Service Desk, 2003

http://www.scfulfil.com/software/GartnerITServiceDeskMagicQuadrant2003.pdf

HP OpenView Service Desk 4.0: Product Brief

http://cs.euconcepts.net/PDFs/pdf_34.pdf

HP OpenView Service Desk Process Insight Software 1.1

http://www.managementsoftware.hp.com/products/sdbpi/ds/sdbpi_ds.pdf

HEAT Service and Support:Business Process Automation Module (BPAM)

http://www.frontrange.com/ProductsSolutions/Detail.aspx?id=40

UniPress Software Announces Next-Generation FootPrints Service Desk to Manage Business-Critical Help Desk and Customer Support Operations

http://www.unipress.com/pr/081605pr.html

Service Desk Outsourcing

		http://buyersguide.eweek.com/product/SearchResults.asp_Q_sitename_E_eweek_outsourcing_ A_cboCategory_E_784
		http://www.webbuyersguide.com/Service_Desk_Outsourcing
		http://www.econocom.com/emc.asp?pageId=403

Service Desk Outsourcing: Onshore, Offshore, Nearshore

http://searchcio.techtarget.com/originalContent/0,289142,sid19_gci1004499,00.html

Help Desk Outsourcing

http://www.ghdsi.com/

Help Desk Outsourcing and IT Outsourcing

http://www.help-desk-world.com/outsourcing.htm

Outsourcing Help Desk Pays Benefits In Asset Management

http://techrepublic.com.com/5100-10878_11-5692320.html

Outsourcing and Insourcing the IT Service Desk

http://kiosk.gartner.com/orlando05/main/agenda/session.cfm?sessionID=502

Service Desk Evaluation Guide for the Mid-sized Business: How to Choose the Right Service Desk Solution and Improve Your ROI

		http://productfinder.gcn.com/gcn/ActivityServlet?ksAction=optInReq&solId=74855&referer=DOCUMENT_ABSTRACT_PAGE&trkpg=abstract_related_solname
		http://productfinder.gcn.com/gcn/search/viewabstract/74855/index.jsp