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 Challenges
Why Choose the Microsoft Office System?
Microsoft Office System Products
ChallengesToday there are a number of technical challenges associated with building IT help desk knowledge base solutions: | • | Often, there are simply too many systems to integrate, making it difficult to share data. IT support organizations might have ticketing systems or customer service systems in production, each of which could contain key data required for the IT help desk solution. | | • | Many times there is an inconsistent approach to technology that makes key help desk data difficult to access and integrate. | | • | Help desk solutions require easy-to-use interfaces and features. However, a significant amount of time and resources are required for a custom-built solution. | | • | Updating and maintaining a solution takes significant resources. These resource requirements grow considerably if the solution is built completely from scratch. |
Why Choose the Microsoft Office System?To address the challenges of an IT help desk knowledge base, it is crucial to choose a platform that is familiar to end users, has deep development tools support, and offers a broad partner network. The Microsoft Office System is an ideal platform choice for an IT help desk knowledge base solution because it provides the following benefits: | • | Interoperates with other systems using XML and Web services. This ensures that the existing IT systems can integrate with the help desk process. | | • | Uses existing software applications that are in place and well understood by end users. Most end users are familiar with Microsoft Office and other Microsoft Office System products and technologies such as Microsoft SharePoint Products and Technologies. This existing familiarity will help keep training costs low. | | • | Deploys quickly with minimal IT impact. Deploying SharePoint Products and Technologies Web Parts is simple, straightforward, and can be done quickly. | | • | Lowers total cost of ownership by using existing investments in Microsoft software products. | | • | Offers a rich network of partners well versed with Microsoft Office technologies. |
Microsoft Office System ProductsThe Microsoft Office System is an integrated set of products, technologies, services, and solutions that enable customers to increase their organizational, team, and personal productivity. For an IT help desk knowledge base solution, these are the common technologies that could be used: Microsoft Office Professional Edition 2003 Microsoft Office InfoPath 2003 Microsoft SharePoint Products and Technologies Microsoft Office Visio 2003
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