Blue Cross, Blue Shield enhances its asset-management program

Article Abstract:

Blue Cross and Blue Shield of New Hampshire has installed an asset- management and help-desk system to help department managers keep track of hardware and software. The new system would also enable them to plan their budgets for incoming equipment. The call tracking system is integrated with the inventory system which allows the help desk to know the type of PCs that the users have and how much memory it has. The advantages of the new system include cost savings and a quicker response time in generating reports.

HMO Medical Centers, Health Maintenance Organizations, Blue Cross and Blue Shield of New Hampshire

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Opinions vary on knowledge bases

Article Abstract:

Help-desk managers are faced with multiple concerns and questions when deciding whether or not to build a knowledge base. The central issue is whether knowledge bases are critical to better support or just another layer that can waste time and resources. Some experts say knowldge bases are unimportant and just a waste of time because most major technical problems occur rarely. Other experts say the importance of knowledge bases lies in their ability to provide the context for solving problems.

Management Information Systems

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Harrah's rolls out help desk

Article Abstract:

Casino entertainment firm Harrah's Entertainment has installed a new Applix Helpdesk package which provides the flexibility and reporting capabilities that it needs to keep track of its support resources. Six help-desk representatives operate the system to assist over 800 users. The product has proven to be an improvement over Harrah's 10-yr-old home grown help-desk system which had limited flexibility.

Casinos (except Casino Hotels), Casinos, Harrah's Entertainment Inc.

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