SLA easy as ABC
Writing service level agreements can be a tricky task, but one that is important to get right. ZDNet Australia shows you how to avoid the common pitfalls.
Should you outsource tech work?
The IT department is overworked. System administrators and tech support are stressed. Yet users are still on the phone screaming about response times. Is it time to outsource some work?
Tech Solutions' Eclipse: Try it before you buy it
Service management software helps you streamline multiple processes: job and service call management, labour, parts inventory and management, knowledge management, billing, and even marketing.
SMEs reveal their tech support gripes
Lack of knowledge, inflated prices and smelly tech support are among the complaints of SMEs in a new survey.
Tips for long-distance support
Providing telephone support can be taxing on both the end user and tech. Here are four tips to help you provide better telephone support from a tech who's been there.
Advice for boosting team morale
IT project managers (PMs) often have to fight morale problems when their teams' spirits get low. For some, the solution is very simple.
Pocket-sized media help with support tasks
Having all the drivers, diagnostic, and repair tools you might need when you respond to a support call can force you to drag around a sack of floppy disks. Fortunately, you can minimise this inconvenience with a little planning and the help of a number of different storage products now available.
Outsourcing: not a golden bullet?
Outsourcing is touted as providing cost savings, increased uptime and greater flexibility, but not all IT managers agree it's the answer.
2%
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