Centennial Software, developer of IT asset discovery and endpoint security solutions, today announced that TechExcel, a leading provider of integrated IT service management, customer support, and application lifecycle management solutions, has selected Centennial Discovery for integration with its HelpDesk Suite. TechExcel HelpDesk Suite will leverage Centennial Discovery's automated IT asset discovery capabilities for complete IT asset identification and inventory management.

Service management software solutions supplier Remedy has had its help desk system chosen by TOTAL UK Ltd, an oil and gas company.

Nokia, the world's leader in mobile communications, and IBM have signed an IT services agreement under which IBM will globally run IT Helpdesk operations as well as manage and develop Nokia's desktop IT environment towards a more resilient model embracing advanced technologies and ongoing innovations. The IT services agreement is valued at approximately 200 million Euros over a 5-year period. As part of this agreement around 430 people will join IBM from Nokia in 36 countries. The services under the agreement will be delivered in 57 countries.

Empowering front-line support to deal more effectively with performance and productivity issues, Xangati today announced a new Virtual Task Manager application that brings rapid problem identification (RPI) directly to front-line support teams in both enterprise and service provider organizations. The Xangati Virtual Task Manager is the first support application that enables help desk personnel and customer support organizations (CSOs) to radically improve their responsiveness and problem resolution success rates by providing live views of all end-user interactions and active symptom replay for "cold-case" analysis.

PacketFront, the world leader in open access FTTH technology and next generation broadband aggregation, has announced at SUPERCOMM 2005 the launch of its pioneering online helpdesk application for triple-play networks. The Helpdesk Management Tool (HMT) is a series of web-based integrated modules specifically designed for complex triple-play environments, the main purpose of which is to reduce issue resolution time by empowering both end-users and network operators to solve problems quickly.

A recent survey found that the wait time when trying to reach an IT helpdesk rep for tech support was among the chief complaints of respondents. As the quality of the customer experience is closely linked to what happens at the help desk, companies would do well to make every effort to speed up the process. Although having more reps working simultaneously would help, the cost is often prohibitive. Bomgar's help desk software offers a unique opportunity to address the situation.

GWI Software has announced the availability of c.Support 2005 for IBM Lotus Notes/Domino, a complete help desk support solution built for the Lotus Notes/Domino platform and the Web. c.Support 2005 allows support organizations to coordinate, manage and track everyday support activities, as well as more complex workflows that involve several people or departments and interdependent tasks. Other features of the software include knowledge management, asset tracking and customer self-support.

PeopleSoft, Inc. (Nasdaq:PSFT) today announced that PeopleSoft(R) Enterprise Customer Relationship Management (CRM) 8.9 HelpDesk has received PinkVerify(TM) certification from Pink Elephant, a leading global IT service management education and consulting provider. The certification verifies PeopleSoft's Information Technology Infrastructure Library (ITIL(R)) compatibility and demonstrates the company's commitment to industry best practices in IT service management and support.

I created a "noise thermometer" that looks like a three-foot thermometer with red Velcro that acts as the mercury. I number increments from zero (no noise) to 10 (extreme noise/out of control). The thermometer starts at zero each morning. When my class gets louder, I raise the thermometer to a level that matches their noise level. I never have to say a word. They see me near it and the room immediately becomes quieter! If it hits five, the class loses two minutes of recess time, and as it is raised even higher, they lose more minutes.

The Help Desk is an integral part of the IT department. When properly staffed, trained and managed, a strong help desk can drive up productivity throughout the enterprise.