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Computer User Support 6e Chapter 6 Web Links
  Please report broken links on Contact Us page Type of document Link Status
Page Resource Link to URL
245 Example help desk trouble report form HTML  
246 Common help desk incidents and questions HTML  
250 Mary Baldwin College help desk policies (see section 13.4) HTML Updated
250 Qatar University help desk policies and procedures PDF Alternate
252 ManageEngine's basic ITIL guidelines PDF Updated
252 ITIL best practices for small and medium businesses HTML  
252 Article on service desk best practices HTML  
252 Article on top 10 help desk best practices HTML  
253 Tutorial on telephone headsets HTML  
254 NIOSH website on job-related stress HTML  
254 Personal stress management strategies HTML  
254 Website on causes and solutions to workplace stress HTML  
263 Helpguide's resources on personal stress management HTML  
263 Help Desk Technology's ServicePRO website HTML  
263 BMC Service Desk website HTML Updated
263 Epicor IT Service Management website HTML Updated
263 HEAT Help Desk software website HTML Updated
263 TechExcel ServiceWise website HTML  
263 LBE Helpdesk website HTML Alternate
263 BMC Track-It! website HTML Updated
263 Soffront Customer Helpdesk website HTML  
263 ZenDesk website HTML  
263 Spiceworks website HTML  
263 SysAid website HTML  
263 SolarWinds Web Help Desk HTML Updated
264 Help desk software vendor directory HTML Alternate
264 Guide to help desk software solutions HTML  
264 Saar Bitner's ten criteria for help desk software HTML  
264 Buyer's guide to help desk software HTML Alternate
270 Database Systems (vendor of ACD systems) HTML  
271 How IRV technology works HTML Updated
271 Video demonstration of IVR VIDEO Updated
271 Video common mistakes in IVR design VIDEO  
272 IBM's web-based support portal HTML Updated
273 Tutorial on intranets HTML Alternate
276 Jack Wallen on lessons learned about remote diagnosis HTML  
277 Trends in off-shore outsourcing PDF  
279 Robert Half & HDI on trends in support centers HTML Updated
288 Article on SLAs and help desk incident priorities HTML  
288 Problem report on new incident management system PDF  
288 Job stress quiz HTML  
289 Video on telecommuting pros and cons VIDEO Updated
289 Gateway's support website HTML Deleted
289 Adobe's support website HTML  
289 Symantec's support website HTML  
289 Howard Community College support website HTML Updated
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