Offering electronic services for better
business effi ciency
Electronic service and support has
become more of a requirement than
an option in today's competitive
e-business environment. Cost and
effi ciency pressures are forcing companies
to fi nd new ways to increase
productivity while remaining responsive
to customer needs. To meet escalating
customer demands, businesses are
increasingly expected to provide electronic
services, including diagnostics
and problem submission, chat instead
of live-call help, and remote control
rather than onsite visits.
IBM Operational Support Services for
Virtual Help Desk00/span> provides automated,
electronic support for your Microsoft庐
Windows庐-based environment00/span>
available 24x7x365 via your intranet.
Virtual Help Desk is a highly
customizable infrastructure that
enables electronic service, support
and delivery for multivendor environments.
Enabling electronic support
and self-help options can help
improve customer loyalty, increase
productivity and lower costs by
reducing the number of technical
support calls to the help desk.
Incorporates advanced
technologies for leading-edge
solutions
Uses a context-driven,
progressive approach to solve
problems effectively
Optimizes workplace
productivity with quick,
electronic problem resolution
Customizes processes and
content to improve response
times and customer satisfaction
IBM Operational Support Services
for Virtual Help Desk
Providing automated electronic support
for effective problem resolution
Highlights
Offering the latest technologies for an
up-to-date solution
IBM Operational Support Services
for Virtual Help Desk capitalizes
on the capabilities of the industry's
latest self-help support technologies
to develop a solution that can be
tailored to your requirements. Take
advantage of the following capabilities
to deploy a viable electronic support
solution for your end-user community:
00Automated problem diagnostics
and support solutions
00Remote control
00Electronic chat
00Advanced search engine
00Integration with leading third-
party content providers
00Software rollback and self-healing
00Printer confi guration
00Password reset.
Solving problems through progressive
self-service options
Because users receive immediate
attention, Virtual Help Desk provides
a huge competitive advantage. With
its context-driven search and problem
determination capabilities, Virtual
Help Desk can detect existing applications
on users' systems, as well as
the problems they are experiencing00/span>
all while they are on the intranet. Virtual
Help Desk builds on self-healing, self-
help and assisted service processes
to successfully answer user questions.
A Web portal guides users through
all stages, reducing the need for
help desk calls and onsite support,
thereby lowering service costs. Self-
correction protects applications by
storing, retrieving and managing
software aspects that can be "rolled
back" to a previous working state.
Self-help provides targeted solutions
that are specifi c to customer environments.
A sophisticated process
automatically identifi es problems and
assists users in fi xing them through
automated support actions and text or
video "how-to" tutorials. Additionally,
an intelligent search engine can fi nd
answers from multiple data sources.
If self-help cannot resolve the problem,
Virtual Help Desk can run basic
hardware and software diagnostics,
capture all vital system information and
create a trouble ticket in the call management
system. The help desk gains
access to all user data00ncluding
operating system, applications and
versions, and a list of self-help activities
already launched00liminating the
need to ask redundant questions.
Help desk professionals can then
initiate a live chat with the user,
and even help resolve the issue by
remotely viewing and operating the
user's machine.
Providing accurate, consistent
responses for improved productivity
IBM Operational Support Services
for Virtual Help Desk can increase
workplace effi ciency by providing
quick, automated responses that are
specifi c to the user's environment.
With self-service applications, users
get accurate, consistent responses
to common questions and can track
the status of their problem online00/span>
without waiting. Knowledge-capture
capabilities facilitate solution reuse,
and unique problems are sent to
qualifi ed support professionals for
resolution. Providing more qualifi ed
information and reducing the number
of calls to the help desk can result in
increased productivity.
Virtual Help Desk
00Personalization
00Software healing
00Automated support actions
00Context-driven search
00Tutorials
00Password reset
Fast, electronic problem resolution
End user support
call center
00Call submission with end
user and system data
00Online chat
00Remote control
capabilities
End user on
PC or laptop
Emergency
connectivity
repairs,
if needed
Customer
intranet
Improving customer satisfaction with a
customized solution
To create a customized solution,
the people of IBM Global Services
personalize the interface and do the
integration work, and Virtual Help
Desk Services software electronically
collects key user equipment information.
This data can then be reused for
important business initiatives, such as
data mining, asset management and
targeted software releases.
To remain consistent with the look and
feel of the user's choice, Virtual Help
Desk is Web-delivered in a format
chosen by the customer, who can also
personalize their technical support
pages. Easy to use and understand,
Virtual Help Desk helps expedite
problem resolution for enhanced user
satisfaction and improved user and
system performance.
The fl exibility of Virtual Help Desk is
evident in its ability to integrate with
existing intranets and call management
systems. In addition, any
electronically-delivered service00/span>
such as computer-based training,
e-procurement and asset management
solutions00an be incorporated
automatically, allowing you to pick
and choose what to add or change.
漏Copyright IBM Corporation 2001
IBM Global Services
Route 100
Somers, NY 10589
U.S.A.
Printed in the United States of America
07-01
All Rights Reserved
IBM, the IBM logo and the e-business logo are
trademarks or registered trademarks of International
Business Machines Corporation in the
United States, other countries, or both.
Microsoft and Windows are trademarks of Micro-
soft Corporation in the United States, other
countries, or both.
Microsoft and Windows NT are trademarks of
Microsoft Corporation in the United States, other
countries, or both.
Other company, product and service names may
be trademarks or service marks of others.
References in this publication to IBM products or
services do not imply that IBM intends to make
them available in all countries in which IBM operates.
Leveraging an end-to-end solution for
successful problem resolution
IBM Operational Support Services for
Virtual Help Desk integrates comprehensive,
customized, electronically
delivered services with your existing
systems to help reduce costs
associated with help desk and maintenance
services, increase effi ciency
and improve customer satisfaction.
Remote delivery of help desk service
and support enables you to allocate
resources more effi ciently, so you
can concentrate on your core business.
IBM designed Virtual Help
Desk to be scalable to accommodate
new services and provide a robust,
end-to-end e-business solution.
For more information
To learn more about IBM Global
Services, contact your IBM sales
representative or visit:
ibm.com /services
To learn more about IBM Operational
Support Services for Virtual Help
Desk, call
1 800 IBM-4YOU (1 800 426-4968)
or visit:
ibm.com /services/its/us/
drmjgd01.html
G565-1044-00
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