Feeds

Two papers about the Hell Desk

Supporting Tech Support

  • alert
  • submit to reddit

Security for virtualized datacentres

Two papers from the Reg Library today about housing Tech Support teams and getting the best out of them.

The Virtual Support Centre: delivering support anytime, anywhere

So here’s the pitch, from an outfit called SupportIndustry.com (and sponsored by Citrix). Virtual Support Centres (VSC) are tech support centres and IT help desks that enable staff to be situated anywhere, in smaller groups in cheap locations. Or at home. There is even a word for this: “homesourcing”. Aargh!

Employers continue to manage centrally but reduce operational costs, improve service delivery and customer satisfaction. And the staff are happier too, SupportIndustry.com claims.

VSCs “deliver all the cost benefits of global support outsourcing but with the control that many feel has been lacking in offshore engagements”. Sounds like magic? There’s a SaaS angle too.

Sun certification and team performance: the impact on system administrators

So the title does not make the heart sing, but it's not a bad read, for all that. This is a love letter from IDC to data centre sysadmins with tech qualifications, and particularly Sun qualifications, as I am sure you guessed already. The Sun pitch is very low key – the meat is provided by key findings from a global IDC research study of 75 sysadmin teams. Who needs Sysadmin Day, when you can read things like this:

“Meaningful concentrations of certified system administrators increase the achievement of significant operational metrics, including efficient management of corporate servers, network and server availability, and meeting service commitments.” In other words, it directly contradicts the notion of tech workforce dispersal, as advocated by SupportIndustry.com

CIOs, are you listening? More sysadmins with more training equals better performance. Sounds like common sense? ®

New hybrid storage solutions

More from The Register

next story
Quit drooling, fanbois - haven't you SEEN what the iPhone 6 costs?
How keen will buyers be when exposed to the real price?
Ex-Autonomy execs: HP's latest wad blows apart fraud allegations
Top bods claim IT titan's latest court filing is smoking gun of 'reckless aggression'
Forget silly privacy worries - help biometrics firms make MILLIONS
Beancounter reckons dabs-scanning tech is the next big moneypit
Elon Musk says Tesla's stock price is too high ... welp, NOT ANY MORE
As Nevada throws the SpaceX supremo a $1.25bn bone
Microsoft's Office Delve wants work to be more like being on Facebook
Office Graph, social features for Office 365 going public
prev story

Whitepapers

Secure remote control for conventional and virtual desktops
Balancing user privacy and privileged access, in accordance with compliance frameworks and legislation. Evaluating any potential remote control choice.
Intelligent flash storage arrays
Tegile Intelligent Storage Arrays with IntelliFlash helps IT boost storage utilization and effciency while delivering unmatched storage savings and performance.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.
Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.