A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units.
Technical support, also known as tech support, is a call centre type customer service provided by companies to advise and assist registered users with issues concerning their technical products. Traditionally done on the phone, technical support can now be conducted online or through chat. At present, most large and mid-size companies have outsourced their tech support operations. Many companies provide discussion boards for users of their products to interact; such forums allow companies to reduce their support costs without losing the benefit of customer feedback.
Cisco Videoscape was a majority owned subsidiary of News Corp, which develops software for the pay TV industry. NDS Group was established in 1988 as an Israeli start up company. It was acquired by Cisco in 2012 before being sold back to the private equity company Permira in 2018 for US$1 billion. The company is currently headquartered in Staines, United Kingdom.
OTRS is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers. There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.
An issue tracking system is a computer software package that manages and maintains lists of issues. Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations, but can also be employed by individuals as part of a time management or personal productivity regimen. These systems often encompass resource allocation, time accounting, priority management, and oversight workflow in addition to implementing a centralized issue registry.
UST, formerly known as UST GLOBAL, is a provider of digital technology and transformation, information technology and services, headquartered in Aliso Viejo, California, United States. Stephen Ross founded UST in 1998 in Laguna Hills. The company has offices in the Americas, EMEA, APAC, and India.
Allot Ltd., formerly Allot Communications, is an Israeli high-tech company that develops telecommunications software. The company is headquartered in Hod Hasharon, Israel.
Notable issue tracking systems, including bug tracking systems, help desk and service desk issue tracking systems, as well as asset management systems, include the following. The comparison includes client-server application, distributed and hosted systems.
The systems modeling language (SysML) is a general-purpose modeling language for systems engineering applications. It supports the specification, analysis, design, verification and validation of a broad range of systems and systems-of-systems.
A virtual workplace is a work environment where employees can perform their duties remotely, using technology such as laptops, smartphones, and video conferencing tools. A virtual workplace is not located in any one physical space. It is usually a network of several workplaces technologically connected without regard to geographic boundaries. Employees are thus able to interact in a collaborative working environment regardless of where they are located. A virtual workplace integrates hardware, people, and online processes.
Spiceworks is a professional network for the information technology (IT) industry that is headquartered in Austin, Texas. The company was founded in January 2006 by Scott Abel, Jay Hallberg, Greg Kattawar, and Francis Sullivan to build IT management software.
Aldon is a business unit of Rocket Software. It develops, manufactures, licenses and supports software change management products for the enterprise application lifecycle management (ALM) and software change management (SCM) markets.
Wrike, Inc. is an American project management application service provider based in San Jose, California. Wrike also has offices India, Dallas, Tallinn, Nicosia, Dublin, Tokyo, Melbourne, and Prague.
Timesys Corporation is a company selling Linux open source software security, engineering services, and development tools, for the embedded software market. The firm also helps software development teams build and maintain a custom Linux platform for embedded processors from integrated circuit manufacturers such as Atmel, Freescale, Intel, Texas Instruments, and Xilinx.
Jira is a proprietary product developed by Atlassian that allows bug tracking, issue tracking and agile project management. Jira is used by a large number of clients and users globally for project, time, requirements, task, bug, change, code, test, release, sprint management.
GLPI is an open source IT Asset Management, issue tracking system and service desk system. This software is written in PHP and distributed as open-source software under the GNU General Public License.
Waze Mobile Ltd, doing business as Waze, formerly FreeMap Israel, is a subsidiary company of Google that provides satellite navigation software on smartphones and other computers that support the Global Positioning System (GPS). In addition to turn-by-turn navigation, it incorporates user-submitted travel times and route details while downloading location-dependent information over a cellular network. Waze describes its application as a community-driven initiative that is free to download and use.
Harman Connected Services, often abbreviated to HCS, is an American software company which is a subsidiary of Samsung Electronics through Harman International Industries. The Connected Services Division supplies software services to the mobile communications industry. Harman has a workforce of approximately 30,000 people across the Americas, Europe, and Asia.
Teradici Corporation was a privately held software company founded in 2004, which was acquired by HP Inc. in October 2021. Teradici initially developed a protocol (PCoIP) for compressing and decompressing images and sound when remotely accessing blade servers, and implemented it in hardware. This technology was later expanded to thin clients/zero clients for general Virtual Desktop Infrastructure. Teradici's protocol or hardware is used by HP, Dell-Wyse, Amulet Hotkey, Samsung, Amazon Web Services, Fujitsu, and VMware.
Data center management is the collection of tasks performed by those responsible for managing ongoing operation of a data center. This includes Business service management and planning for the future.
