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Please help improve this article by adding citations to reliable sources. Unsourced material may be challenged and removed . Find sources: "Comparison of help desk issue tracking software" – news · newspapers · books · scholar · JSTOR ( January 2020 ) ( Learn how and when to remove this message )
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.
For instance, if a call is approaching its fix time, but its issue has not been resolved, a help desk manager can be notified, the call can be transferred to a different group, or the call's condition code can be changed. [3] Supportworks provides a tool to track widespread incidents that may impact a variety of customers known as "issues."
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. [1]Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management, and the two terms are sometimes used interchangeably.
The IBM Personal Computer, commonly known as the IBM PC, spanned multiple models in its first generation (including the PCjr, the Portable PC, the XT, the AT, the Convertible, and the /370 systems, among others), from 1981 to 1987. It eventually gave way to many splintering product lines after IBM introduced the Personal System/2 in April 1987.
The IBM Information Management System (IMS) is a joint hierarchical database and information management system that supports transaction processing. [1] Development began in 1966 to keep track of the bill of materials for the Saturn V rocket of the Apollo program, and the first version on the IBM System/360 Model 65 was completed in 1967 as ICS/DL/I and officially installed in August 1968.
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. [1] In the mid-1990s, research by Iain Middleton of Robert Gordon University [2] 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 ...