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TOPdesk Magazine 2009 issue 3

TOPdesk Magazine 2009 issue 3

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Published by TOPdesk
Consultancy Department Spotlight, IT Support in Education, Column: Useful Self Service Desk, On Site Application Management, Planning in TOPdesk, Tips and Tricks: Email Actions, TOPdesk 4.2: Close up, Web Form or Phone Call.
Consultancy Department Spotlight, IT Support in Education, Column: Useful Self Service Desk, On Site Application Management, Planning in TOPdesk, Tips and Tricks: Email Actions, TOPdesk 4.2: Close up, Web Form or Phone Call.

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Published by: TOPdesk on Dec 30, 2013
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October 2009
, Issue 3, Volume 11
Trends: Web form or phone call?
 
/
Department in focus: Consultancy / Running like clockwork: IT support in education / All about
TOPdesk 4.2
Off to a good start ...
 
2
Editorial
Dutch Designers Collective
Part of the TOPdesk group of companies
COLOPHON
TOPdesk Magazine is a TOPdesk publicationtel: +31 15 270 09 00email:
editorial@topdesk.comChief Editor
 Niek Steenhuis
Editors
 Joop Bindels, Carrie Brandt, Amanda Dirkse, Claudia Funk, Brenda Heeringa, Henrieke Korten, Nicola van de Velde
Contributors
 Kirsten Crown, Caroline Kleijer, Mike de Ruiter, Lydje Snieders, Iris Fehse, Nienke de Wilde
Lay-out 
Dutch Designers Collective, Cathy van den Berg, Louise van der Laak, Jimmy Goedhart
Photography
 Ted Erkkila, Ton van der Vorst, GoogleMaps
Website
 David Blom, Erik Pols, Ted ErkkilaTOPdesk Magazine, a service management platform, discusses subjects that are topical in the world of professional service desks in IT, facilities and other service providing organizations. TOPdesk Magazine is intended for managers, service desk employees, facilities organizations and electronic city councils - anyone who is involved with supporting customers on a daily basis. This concerns both the processes and the technology behind these services.
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...is still just the beginning
When I was eight, every boy dreamt of having his very own Nintendo. At the end of the 1980s, this 8-bit game console brought smiles to the faces of young boys everywhere. One day, I saw one at my neighbour’s house. “So, what’s it like?”, I asked him. “Don’t know; haven’t used it yet”, he responded. This was beyond my comprehension. There was a Nintendo, connected and ready to go, and next to it lay a stack of games, just waiting to be used. It seemed like such a waste. Nevertheless, you encounter these kinds of situations at work even today; only now, the programs are rather more expensive than game consoles. All too often, an organization purchases a random application, along with a stack of modules; they implement and connect it all up – and that’s the end of the story.  After a brief trial period, the application is put to one side and considered ‘unsuitable’, ‘unmanageable’ or ‘not compatible with our procedures’. After all, getting off to a good start is still just the beginning. In this edition of TOPdesk Magazine, we examine the period after the implementation; which is just as important, if not more. What do you do with the application and processes once the service desk is up and running? How do you explain the new  procedures to your clients? How can Incident management and the Reservations management module help you to save time? We also take a look behind the scenes of TOPdesk’s Consultancy department and share one client’s story about their unique way of using TOPdesk.Enjoy reading!Niek Steenhuis
 
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4 News6 Trends:
 Web form or phone call?
9 Column:
 Pretty useful, that Self Service Desk!
10 Department in the Spotlight:
 Consultancy14 TOPdesk 4.2 Up close: Incident Management16 TOPdesk 4.2 Up close: Reservations Management
18 Client in focus:
Planning in TOPdesk, with a difference20 Running like clockwork: IT support in education23 TOPdesk On-Site Application Management
24 Tips + Tricks
Contents October ’09620

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