Altiris Inc., a leading developer of software solutions that reduce the total cost of owning IT resources, Tuesday announced the release of Helpdesk Solution, a new Web-based tool designed to facilitate the management of help desk work items via notification policies and detailed Web-based reporting on service levels, help desk activity and trends, and cost analysis specific to machine history and resource allocation.

When things go wrong, it's not just users who need support. Responsible for the greater part of a company's electronic infrastructure, understaffed IT departments often find themselves attending to a burdensome load of "fix me first" service requests while ensuring the well being of the enterprise neural network. Clearly, a solution that can help automate the resolution of service requests with minimal manual intervention benefits both the user and the help desk.

Previo (Nasdaq:PRVO), an innovator of eSupport(Electronic SUPPORT) Providing product support over the Web rather than by telephone. Successful eSupport companies spend an enormous amount of time developing a knowledge base that addresses users' questions in a logical order. However, many do not put in the required effort, and people find wading through the troubleshooting hierarchy or question and answer page as frustrating as waiting on the telephone for a half hour.

HDI's sponsorship program provides expanded membership benefits to HDI's 7,500+ worldwide members, while providing sponsoring companies with increased exposure to Help Desk Institute's members via a variety of marketing opportunities. There are a limited number of Bronze, Silver, and Gold Association Sponsorships available.

Donna Holt, a certified auditor for the HDI Site Certification Program, conducted the site audit. "It was a pleasure working with ITR on this audit. ITR's management team is very focused on the quality of the company's products and services, and the environment provided for all of its associates. I extend my congratulations to ITR on the successful completion of this audit. The award of HDI Certified Site status to ITR is well-deserved, and represents the end result of much hard work and preparation," said Holt.

GE Capital has added a new feature to the GECapital.com website - The GE Capital Service Finder. This tool makes it easier for customers and prospects to peruse the diverse global offerings and websites of GE Capital's 24 businesses.

HDA - High Density Area) certification. Revised courses include "Essential Skills for Help Desk Analysts" and "Understanding Tools and Techniques for Problem Solving." In addition, HDI will offer a new course entitled "Survey Design Workshop." Led by Fred Van Bennekom, this new offering will focus on surveys as a valuable tool for understanding customer satisfaction with the service delivery process. Participants will learn the role of surveys within a customer loyalty program, how to identify aspects of the service process to measure through the survey, and critical issues in the construction of valid questions.

Previo, a provider of e-support products and services to enterprise help desk and desktop services organizations, has announced the release of eSupport Essentials 3.2 with a month-to-month licensing option. Previo's eSupport Essentials was designed to enable faster problem resolution for computers, whether caused by user errors, configuration problems, malfunctioning software, incompatible applications, virus attacks or data corruption.

HDI - High-Distance Interleaver), the world's largest membership association for service and support professionals, announced today that The Reynolds and Reynolds Company's (NYSE: REY) Technical Assistance Center is the winner of the 2001 HDI Team Excellence Award. The announcement was made at the Help Desk Institute Conference and Expo (HDI 2001) held March 18-21, 2001 in New Orleans.

The Help Desk Institute featured Akamai as a model organization based on the company's "total focus on the customer, from the very top and throughout the organization," said Ron Muns, founder of HDI. "Akamai's powerful Web services are enhanced by its innovative team approach to service and a solid understanding of its customers' business needs."