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Article

Title: A Little Help from Our Friends: With fewer IT staff and demand for...

Author: Holzberg, Carol S, PhD Article Type: Product Analysis
Source: Technology & Learning, v24 n6 p9(3) Publication Date: Jan 2004
  ISSN: 1053-6728
  Illustrations: Buyers Guides
URL of Publication: http://www.techlearning.com

School districts looking for help-desk systems to help school technology departments handle their workload more efficiently will find a variety of products such as Altiris's Helpdesk Solution, Computer Associates' Unicenter Service Desk Plus, Help Desk Technology International's HelpSTAR 8.0, Hewlett-Packard's National K-12 Help Desk, Infra's infraEnterprise, Network Associates' Magic Solutions HelpDesk IQ, Parature's 24/7 Campus Support Portal, Peregrine System' Peregrine ServiceCenter, Remedy Solutions' Remedy Help Desk, and UniPress Software's FootPrints. While the main function of help-desk systems is to track and route service calls, they are also designed to help users find their own solutions. One example of troubleshooting is to automatically send a user specific links to FAQs for whatever hardware or software problem is being encountered. School districts also can use these systems to create a centralized tech support knowledgebase.

Special Features: Buyers Guides

Companies:
Altiris Computer Associates International Inc
Help Desk Technology International Corp

Products:
Helpdesk Solution HelpSTAR
Unicenter Service Desk

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