Types of Software

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There are various types of software designed to support and enhance the help desk function. A knowledge base of the different types of software available is invaluable. Many software vendors offer complementary services that work with other help desk functions to enhance the level of support. Below is a list of software options businesses can choose from.

* CRM & Call Center Software: This software is implemented to provide the business and its customers with office solutions in such areas as; communication, identification, sales and marketing, segmentation and analysis.

* Asset Management Software: Focuses primarily on automating the process of network, PC, LAN auditing, and inventory tracking and reporting. Many vendors offer asset management options as part of their core suite package.

* Knowledge Management Software: This type of software offers solutions that provide companies with a tool to more effectively manage structured data, unstructured information, collaboration, and document management. Most vendors focus specifically on knowledge sharing, and search and categorization tools. Some, however, offer complementary products in the form of help desk automation, customer relationship management (CRM), call center management, and related front/back office solutions.

* Enterprise Solutions: Suppliers of these products are usually large, global organizations offering a wide range of IT applications and services which include; network management, enterprise resource planning, business intelligence, analytics, and business performance management. Keep in mind, not all vendors offering enterprise solutions offer customer relationship management and/or help desk service and support solutions.

* Complementary Solutions: Support services in this category complement and supplement the help desk, call center, and CRM software functions. Examples of the applications included in this type of support are; bug tracking software, survey software, FAQ software, and password management and security software.

ISO 17799: ISO 17799 is the most comprehensive and widely recognized security standard. It is a detailed security standard which contains a substantial number of control requirements, some of which can be extremely complex. It is organized into ten major sections covering a different topic or area including risk analysis.

Certification for ISO 17799 requires complete compliance with ISO/IEC 17799 regulations and requirements and is a daunting undertaking for any organization. A fundamental requirement of ISO 17799 is the establishment and implementation of proper security policies within an organization. There are many websites which provide information concerning ISO 17799 compliance and certification. An organization can ease the process with the use of compliance management software.