Tools help HBO deliver support

Article Abstract:

Home Box Office (HBO)'s information technology department has installed remote control software, inventory management and automated software districution tools to provide its 1,700 users with the support that they require. The software tools are tied into HBO's help desk Office Systems Group which uses a call tracking product. The automation of software delivery saves the firm time and eliminates some support issues.

General services, Videotape Sales & Rental Stores, Prerecorded Tape, Compact Disc, and Record Stores, Home Box Office Inc.

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Scheduling software

Article Abstract:

IT support departments are beginning to use employee scheduling software to keep track of their help desk personnel. Products range from simple scheduling software to software that can route calls depending on the technicians' expertise or skill level. Users say scheduling software leads to a more efficient use of human resources and reduces the amount of time spent on repairs.

Human resource management software

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Help desks turn to self-help support

Article Abstract:

Help-desk software developers are launching Web-enabled products that allow users to access help desks or call centers through standard browsers, and to build their own Internet or intranet applications. The move has been prompted by the demand from organizations who are using the Internet to deliver technical support and services to their customers or employees.

Help desk software

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