WITHDRAWN: IBM Operational Support Services- for Virtual Help Desk™

Product ID: 6942-71F
Status: Withdrawn from Marketing

Contents
Description IBM Product Life Cycle Additional Information

Description:
--- Executive Overview ---
IBM® Operational Support Services for Virtual Help Desk™
Electronic service and support has become more of a requirement than an option
in today's competitive e-business environment. Cost and efficiency pressures
are forcing companies to find 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, problem submission, chat instead of live-call help, and remote
control rather than on-site visits. IBM's Virtual Help Desk does this and
more.
Virtual Help Desk is a web-based application for assisted support and
self-help
for end users. Our goal is to reduce calls into the call center by a
significant percentage and make those calls that do make it through more
efficient and more effective. Virtual Help Desk is completely customizable,
designed to fit into existing intranets, integrate into existing call
management systems, and essentially be as seamless as possible to legacy
systems and processes.
Trademark Information
The following term(s) are trademarks of International Business Machines
Corporation in the United States, or other countries, or both: IBM
Other company, product or service names may be the trademarks or service marks
of others.
--- This component is part of the Parent Offering: ---
6950-14A
Highlights:
--- Highlights ---
IBM Virtual Help Desk is a customized offering, designed to deal with the
following customer support and information technology problems:
* Automation of common diagnostic procedures and solutions
* Automated solutions via remote delivered automation
* Integrated chat facility
* Support activity tracking and analysis capabilities
* Learning capabilities through integrated search of text and video solutions
* Multiple language support via dynamic language conversion capabilities
* Custom call management system integration capabilities
* Web hosting and support services
Because of the unique, consultant-like approach to Virtual Help Desk that
involves specific analysis of customer environments and end user needs, each
customer's Virtual Help Desk implementation will be a unique blend of modules.
Virtual Help Desk core modules consist of:
* End User Presentation Layer -- Web facing graphics
* Integration to exiting intranet
* Customer specific triage self-help
* Application protection and healing
* Downloadable agent to enable local connectivity protections and web-based
support actions
* Search engine
* Existing knowledgebase integration
* Call management system integration
* Electronic ticket creation
* Remote control
* Chat
* Ticket status
Optional modules include (but are not limited to):
* Password reset
* Printer management
* Asset management
* Computer-based training
* Data backup and restore over the Web
* Additional custom or proprietary application support content
* Language translation
IBM Product Life Cycle:

Type ModelAnnounced AvailableMarketing Withdrawn Service Discontinued
6942-71F 2001-07-01 2001-07-01 2017-03-24
Additional Information:
Short Title: WITHDRAWN: IBM Operational Sup
Offering Type: Services
Offering Subtype: Services
Content Revision Date: 20170414
Document Identifier: 000000169785
Brand Codes: BL9J0 BL900 B6000
Applicable Countries:
Afghanistan
Albania
Algeria
American Samoa
Angola
Anguilla
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bolivia
Bonaire
Bosnia and Herzegovina
Botswana
Brazil
Brunei Darussalam
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
China
Colombia
Congo
Congo, The Democratic Republic of
Costa Rica
Cote d'Ivoire
Croatia (Hrvatska)
Curacao
Cyprus
Czech Republic
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Finland
France
French Polynesia
French Southern Territories
Gabon
Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Holy See (Vatican City State)
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Korea, Republic of
Kuwait
Kyrgyzstan
Lao People's Democratic Republic
Latvia
Lebanon
Lesotho
Liberia
Liechtenstein
Lithuania
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Madagascar
Malawi
Malaysia
Mali
Malta
Marshall Islands
Mauritania
Mauritius
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Micronesia, Federated States of
Moldova, Republic of
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Namibia
Nepal
Netherlands
New Zealand
Nicaragua
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Nigeria
Niue
Northern Mariana Islands
Norway
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Pakistan
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Panama
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Paraguay
Peru
Philippines
Pitcairn
Poland
Portugal
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Saint Lucia
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Samoa
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Serbia
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Slovenia
Somalia
South Africa
South Sudan
Spain
Sri Lanka
Sudan
Suriname
Swaziland
Sweden
Switzerland
Syrian Arab Republic
Taiwan
Tanzania, United Republic of
Thailand
Togo
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
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Uganda
Ukraine
United Arab Emirates
United Kingdom
United States
Uruguay
Uzbekistan
Venezuela, Bolivarian Republic of
Viet Nam
Virgin Islands (British)
Virgin Islands, U.S.
Western Sahara
Yemen
Zambia
Zimbabwe

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