IT Policies

Creating a reliable business requires strong business strategy; find out the latest products and recommendations from industry experts.

  • Downloads // Apr 2015

    Manage & Resolve IT Service Requests with SolarWinds Help Desk Essentials

    SolarWinds Help Desk Essentials is a 2-in-one combo of IT help desk & remote support software that allows you to easily manage service requests, discover & manage IT assets, remotely connect to end-user PCs for troubleshooting & IT support. Centralized ticketing management, automatic email-to-ticket conversion, and customizable rules for ticket...

    Sponsored By SolarWinds

  • Downloads // Apr 2015

    Help Desk & IT Asset Management Software – Extremely Affordable & Easy-to-Use

    SolarWinds® Web Help Desk® (WHD) is a web-based help desk software that simplifies, centralizes and automates help desk management tasks including ticketing management, IT asset management, IT change management, knowledge management, incident & problem management, SLA management, & more. SolarWinds WHD provides email-to-ticket automation, dynamically assigns, routes and escalates trouble...

    Sponsored By SolarWinds

  • Downloads // Apr 2015

    Improving Customer Service with First-Class Remote Support

    Want to provide excellent customer support, while minimizing operational costs? Organizations like you are turning to remote support solutions to connect to various devices and pull system diagnostics, push configurations and view the device to deliver personalized, hands-on support. Rescue from LogMeIn, provides a sophisticated set of core...

    Provided By LogMeIn Rescue

  • Downloads // Apr 2015

    Easy-to-Use and Affordable Remote IT Administration and Support Software

    DameWare® Remote Support (DRS) simplifies IT service management & support process by allowing IT admins to remotely connect to and troubleshoot end-user computers located both inside & outside the corporate firewall. Includes a built-in remote control tool for remote access to Windows®, Linux® & Mac OS® X computers Lets...

    Provided By SolarWinds

  • Downloads // Apr 2015

    Webroot protects your devices everywhere

    SecureAnywhere Endpoint Protection offers instantaneous protection and fast scans without the hassle of time-consuming patches and signature updates. You can get your free trial today - just click "download", fill out and submit the form, and we'll email you a download link and instructions. Then just go to your...

    Provided By Webroot Software

  • Downloads // Apr 2015

    Citrix NetScaler VPX - 90 Day Trial

    Try the Citrix NetScaler VPX for 90 days and see for yourself the benefits for web app acceleration, availability and security. Key benefits of NetScaler VPX Freedom to choose your platform - Virtual appliance runs on Citrix XenServer, Microsoft or VMware Simple to install and manage - The...

    Provided By Citrix

  • Downloads // Apr 2015

    Find, Analyze and Resolve Your Toughest Performance Issues on SQL Server - FAST

    Slow SQL Server performance? Don't let yourself get tangled up in volumes of server health metrics. Get to the root cause of performance problems in just four clicks. Only SolarWinds Database Performance Analyzer correlates SQL response time with server health metrics - in a single view - to quickly pinpoint...

    Provided By SolarWinds

  • Downloads // Apr 2015

    Business Essential: Complimentary Vulnerability Scan

    This complimentary security scanner searches for endpoint vulnerabilities, including misconfigurations, missing patches, open services and backdoors. Run the scan to receive a detailed report so you can address security vulnerabilities before they become a problem. Find out if your endpoints are secure. Try this FREE vulnerability scanner now.

    Provided By Webroot Software

  • Downloads // Apr 2015

    Top 7 Tools that IT Pros Love!

    Track changes to IT infrastructure, manage passwords, troubleshoot account lockouts and more... These tools proved useful for thousands of IT Pros all over the world. Get them all now!

    Provided By netwrix

  • Downloads // Apr 2015

    Cisco-WebEx – Now Meet with Up to Three for FREE!

    Online collaboration tools have made it possible for organizations to collaborate with colleagues across organizations and halfway across the planet. These tools contribute to increased productivity, and prolonged connections between disparate teams and partners. If you’re looking to interact with colleagues, clients or prospects via your notebook, your iPhone,...

    Provided By Cisco Systems, Inc.

  • Downloads // Apr 2015

    Application Migration to AWS with New Relic - Peak Performance for the Enterprise

    The purpose of this paper is to introduce you to using New Relic to mitigate, resolve, and optimize performance of your software applications while transitioning your existing on-premise applications to an Amazon Web Services (AWS) environment. The paper will briefly cover key features of using New Relic and methodologies for...

    Provided By New Relic

  • Downloads // Apr 2015

    Cognos Business Intelligence 30-Day Trial

    Test the capabilities of Cognos Business Intelligence V10.1 for 30 days at no charge.

    Provided By IBM

  • Downloads // Apr 2015

    IBM Security AppScan

    IBM® Security AppScan® enables organizations to assess the security of their applications and achieve regulatory compliance by identifying vulnerabilities and generating reports with intelligent fix recommendations to ease remediation.

    Provided By IBM

  • Downloads // Apr 2015

    Hadoop for the enterprise: quick, easy, free.

    InfoSphere BigInsights Quick Start Edition combines the power of Hadoop with enterprise-grade features including visualization & exploration, advanced analytics, and security & administration. Download the free Quick Start now.

    Provided By IBM

  • Downloads // Apr 2015

    ClearSight Analyzer - Download the Free Software Trial

    The ClearSight Analyzer on TruView provides an intuitive, easy-to-use interface for unparalleled application analysis. ClearSight shows the health of applications on your network and drills down to more detailed information. You don’t have to be an expert packet decoder to solve application problems.

    Provided By Fluke Networks

  • Downloads // Apr 2015

    Enhance IT Security with SolarWinds® Log & Event Manager

    What will you do when the security systems implemented to secure your IT environment are not secure anymore? Do you know what’s lurking in your network to exploit vulnerabilities and compromise IT security? SolarWinds Log & Event Manager (LEM) provides real-time insight and awareness into all your security, operational...

    Provided By SolarWinds

  • Downloads // Apr 2015

    Active Administrator Trial

    Take Active Administrator for a spin and see for yourself how this powerful, all-in-one solution allows you to control auditing, security, recovery, and health for Active Directory. It offers centralized management of Active Directory and Group Policy, saving you time and putting you in control over your critical AD...

    Provided By Dell Software

  • Downloads // Apr 2015

    Ditch your spreadsheets & download a FREE IP Address Management Tool!

    Free IP Address Tracker from SolarWinds lets you track an unlimited number of IP addresses giving you a unified view of your entire IP address space. Now you can see which IP addresses are in use and which aren’t. Stop wasting precious time wading through cumbersome spreadsheets. Download free...

    Provided By SolarWinds

  • Downloads // Apr 2015

    You multi-task at work. Your software should, too.

    All-in-One, Easy Batch Scanning- Kofax Express makes it easy for anyone to scan, organize and store documents, at speeds that make short work of batches big and small. Easy enough for beginners, powerful enough for pros; let Kofax show you the new Express route to document scanning. Free trial software...

    Provided By Kofax

  • Downloads // Apr 2015

    Cloud for Dummies, IBM Midsize Company Limited Edition

    This book gives mid-sized companies insights on what it means to create flexible pools of computing resources that break down silos in your company so you can perform in a smarter & proactive manner.

    Provided By IBM

  • Downloads // Apr 2015

    ASP.NET developer interview cheat sheet

    This list of open-ended proficiency questions and answers will come in handy for hiring managers interviewing ASP.NET developer candidates -- and it will be a useful interview prep tool for the candidates themselves.

    Provided By Tony Patton

  • Downloads // Apr 2015

    10 things you can do to speed up Outlook

    If Outlook's slow performance is driving you crazy, try these simple tricks to speed things up.

    Provided By Jack Wallen

  • Downloads // Apr 2015

    Server Backups and Configuration Management at Light Speed

    Don't allow simple tasks to delay your business processes and cost you money. Find out how to backup, transfer and secure your files with no effort at all. The need to automate new configurations and configuration backups has never been more important. As organizations expand internationally and more and...

    Provided By SolarWinds

  • Downloads // Apr 2015

    Fix Computer Issues Fast with GoToAssist Remote Support by Citrix

    Citrix GoToAssist lets you quickly access customers' machines online, so you can use your expertise to fix a technical problem instantly. The GoToAssist platform offers 3 essential cloud-based tools that enable IT professionals to easily support people and manage technology; Remote Support, Monitoring, and Service Desk allow you to deliver...

    Provided By Citrix Online

  • Downloads // Apr 2015

    LogMeIn: Instant, Anywhere Remote Support

    LogMeIn Rescue lets IT do more. With Rescue, you can quickly access, diagnose and solve IT problems anywhere, worldwide. The result: Improved productivity, higher customer satisfaction and more time for the important stuff. Stop letting legacy remote support tools get in your way of delivering great IT support to...

    Provided By LogMeIn

  • Downloads // Apr 2015

    LogMeIn: Smartphone and PC remote support that the pros use.

    LogMeIn Rescue provides instant access to PCs and mobile devices from anywhere in the world. LogMeIn Rescue enables IT to do more: quickly access, diagnose and solve IT problems anywhere. Remote reboot, easy-to-use screens, comprehensive reporting, multiple user sessions, and in-app Chat. Improve productivity, customer satisfaction and resolve issues...

    Provided By LogMeIn

  • Downloads // Apr 2015

    Quest Workspace Help Desk

    Help Desk Authority provides automated ticket workflows, self-service dashboards and detailed reports to help small to mid-sized organizations quickly track, identify and resolve help desk issues.

    Provided By Dell Software

  • Downloads // Apr 2015

    Book chapter: Create an Angry Birds-like app using GameSalad

    This chapter from Learn GameSalad for iOS offers tips on learning gravity, basic physics, and camera controls when creating an Angry Birds-like game. Title: Learn GameSalad for iOS: Game Development for iPhone, iPad, and HTML5 ISBN13: 978-1-4302-4356-4 ...

    Provided By Apress

  • Downloads // Apr 2015

    Stop Wasting Time and Money on Bad Data

    Use Contact Zone to scrub, clean, dedupe and update your contacts with verified addresses, phone numbers email addresses, and more. The resulting clean data leads to improved campaign response and greater ROI for your sales and marketing campaigns. No programming required. Download a free trial now!

    Provided By Melissa Data Corp

  • Downloads // Apr 2015

    Diskeeper 12 Server Edition - FREE 30-day trialware

    SAN-attached servers require specific best-practice file optimization to allow the SAN to achieve its best performance. This pre-configured variation of Diskeeper Server edition is separately available and comes set and ready to optimize server data performance in a SAN environment without actually touching the SAN layer.

    Provided By Condusiv Technologies

  • Downloads // Apr 2015

    Quest Migration Assessment Tool (QMAT)

    Considering a migration? The Quest Migration Assessment Tool evaluates Microsoft Exchange Online, Google Gmail, and Microsoft Exchange 2010, and compares features with your existing Exchange 2003/2007 environment. It's browser based and free! Try it today.

    Provided By Dell Software

  • Downloads // Apr 2015

    The 10 worst ways to communicate with end users

    To be a successful support tech, you have to be a skilled communicator. See if you recognize any of these common communication missteps.This download is also available as an entry in our 10 Things blog.

    Provided By Becky Roberts

  • Downloads // Apr 2015

    Five Word tips that could change your life

    Searching for ways to increase your Word productivity may get in the way of your productivity. So here are a few tricks you don't need to unearth. Efficient, simple to use, easy to remember.This download is also available as an entry in our Five Tips blog.

    Provided By Jody Gilbert

  • Downloads // Apr 2015

    10 things end users do that drive me crazy

    Annoying users come with the support tech territory, but sometimes a little venting can help. See if these scenarios sound familiar. This download is also available as an entry in our 10 Things blog.

    Provided By Jack Wallen

  • Downloads // Apr 2015

    Get a Free 30-Day Trial of the Foglight® Experience Monitor Appliance

    Want to improve and optimize website availability and performance? The Foglight Experience Monitor: Tracks IT efforts against web site performance SLAs Installs and operates in less than a day Delivers value instantly with out-of-the box management reports Simplifies triage with real-time metrics Distributes reports automatically See how it...

    Provided By Dell Software

  • Downloads // Apr 2015

    10 cool add-ins for Office 2007 and 2010

    Add-ins let you enhance your Office apps so they can do more things -- and do things better. Susan Harkins combed through the vast sea of Office add-ins to produce this list of winners.This download is also available as an entry in our 10 Things blog and as a...

    Provided By Susan Harkins

  • Downloads // Apr 2015

    10 tips for smarter, more efficient Internet searching

    These days, everyone is expected to be up to speed on Internet search techniques. But there are still a few tricks that some users -- and even savvy searchers -- may not be aware of.This download is also available as an entry in our 10 Things blog.

    Provided By Alan Norton

  • Downloads // Apr 2015

    Five tips for using Ccleaner to degunk your system

    Ccleaner is one of the best all-around tools for keeping your computer optimized and free of the junk that accumulates from Internet surfing, obsolete apps, and other fragments that clog up your system.This download is also available as an entry in our Five Tips blog.

    Provided By Jack Wallen

  • Downloads // Apr 2015

    Adding text styles to web design

    This is the companion download for "Backgrounds in web design: Adding text styles." This download contains code examples and Photoshop files to accompany the tutorial.

    Provided By Ryan Boudreaux

  • Downloads // Apr 2015

    How to specify character encoding for web content

    Ryan Boudreaux explains the importance of setting character encoding so that browsers render web content correctly and offers some examples for how to specify the appropriate encoding.

    Provided By Ryan Boudreaux

  • Downloads // Apr 2015

    Help Desk & IT Asset Management Software – Extremely Affordable & Easy-to-Use

    SolarWinds® Web Help Desk® (WHD) is a web-based help desk software that simplifies, centralizes and automates help desk management tasks including ticketing management, IT asset management, IT change management, knowledge management, incident & problem management, SLA management, & more. SolarWinds WHD provides email-to-ticket automation, dynamically assigns, routes and escalates trouble...

    Sponsored By SolarWinds

  • Downloads // Apr 2015

    Manage & Resolve IT Service Requests with SolarWinds Help Desk Essentials

    SolarWinds Help Desk Essentials is a 2-in-one combo of IT help desk & remote support software that allows you to easily manage service requests, discover & manage IT assets, remotely connect to end-user PCs for troubleshooting & IT support. Centralized ticketing management, automatic email-to-ticket conversion, and customizable rules for ticket...

    Sponsored By SolarWinds

  • Downloads // Apr 2015

    Microsoft Access Help Desk Database

    Use this sample Microsoft Access Help Desk database as a simple substitute for commercial help desk software. It provides pertinent customer information with tabs to track call details as well as create reports.

    Provided By TechRepublic

  • Downloads // Apr 2015

    Convert an XML file into an Excel spreadsheet with this technique

    Developers often deal with information that is in no way user-friendly without really thinking about how a user would handle it. XML is a prime example --- most users don't know what to make of it. One way to present XML information to a user is by converting...

    Provided By Edmond Woychowsky

  • Downloads // Apr 2015

    Sample service level agreement for application support

    Consulting firms that provide support to their clients use service-level agreements to make sure both sides get what they need. This SLA template, updated in November 2003, can be used to hammer out what consultants will provide for their clients.

    Provided By TechRepublic

  • Downloads // Apr 2015

    How do I... Use C# to upload and download files from an FTP server?

    Many third party components exist that enable developers to implement upload and download capabilities in their applications. With C# and the .NET Framework Microsoft has given developers this capability without the need to use third party components. Zach Smith demonstrates how to upload and download files from a FTP server...

    Provided By Zach Smith

  • Downloads // Apr 2015

    ASP.NET developer interview cheat sheet

    This list of open-ended proficiency questions and answers will come in handy for hiring managers interviewing ASP.NET developer candidates -- and it will be a useful interview prep tool for the candidates themselves.

    Provided By Tony Patton

  • Downloads // Apr 2015

    10 tips for troubleshooting PC system slowdowns

    When PC performance slows to a crawl, a systematic troubleshooting plan will help you zero in on the cause. Deb Shinder runs through likely culprits and describes steps you can take to improve system performance.This download is also available as an entry in our 10 Things blog.

    Provided By Deb Shinder

  • Downloads // Apr 2015

    10 tips for smarter, more efficient Internet searching

    These days, everyone is expected to be up to speed on Internet search techniques. But there are still a few tricks that some users -- and even savvy searchers -- may not be aware of.This download is also available as an entry in our 10 Things blog.

    Provided By Alan Norton

  • Downloads // Apr 2015

    Avoid support headaches with this program rollout checklist

    Rolling out a new application can introduce chaos among users and support staff if the process isn't handled in an organized way. This comprehensive checklist will help you gather the information you need to manage the rollout and minimize support overhead. A poorly planned rollout of a new application...

    Provided By TechRepublic

  • Downloads // Apr 2015

    Create a site for e-commerce with PHP, MySQL, and PayPal

    This how-to article offers step-by-step instructions for adding e-commerce capabilities to your existing Web site using PHP, MySQL, and PayPal. The method outlined here lets you add e-business functionality to your corporate portal without a major allocation of scarce development resources.

    Provided By TechRepublic

  • Downloads // Apr 2015

    Manage WinForm controls using the Anchor and Dock properties

    Many beginning WinForms developers have trouble keeping the controls on their forms uniform and organized. Often the controls look fine at design time, but when the form is resized at runtime the controls either lose their positions or don't compensate for the resized form. To alleviate this problem,...

    Provided By Zach Smith

  • Downloads // Apr 2015

    How do I... fill Word form fields with Access data?

    Filling a Word form with Access data can be useful when you need to use Word's formatting features to present that data in just the right way. Fortunately, the process is simple, whether sharing one record or thousands. Access expert Susan Harkins walks through this technique and provides the VBA...

    Provided By Susan Harkins

  • Downloads // Apr 2015

    Five tips for efficient file management in Windows 7

    Share these tips with Windows 7 newbies to reduce initial confusion and help them get up to speed quickly.This download is also available as an entry in our Five Tips blog.

    Provided By Susan Harkins

  • Downloads // Apr 2015

    IP subnetting made easy

    IP subnetting is a fundamental subject that's critical for any IP network engineer to understand, yet students have traditionally had a difficult time grasping it. After years of watching confused students struggle through school and in practice when dealing with subnetting, TechRepublic's George Ou created a simple, graphical approach that...

    Provided By George Ou

  • Downloads // Apr 2015

    10+ e-mail best practices to share with your users

    These days, e-mail is used by just about everyone. Unfortunately, a lot of users out there don't use it right, flirting with security risks, consuming excessive bandwidth, and practicing lousy etiquette. These basic usage guidelines, encompassing things like virus protection, e-mail scams, attachments, and forwarding practices, will help safeguard your...

    Provided By TechRepublic

  • Downloads // Apr 2015

    100 keyboard shortcuts for moving faster in Windows 7

    You don't have to experiment to find out which traditional shortcuts still work in Windows 7 -- or search for ones that have been added to the new OS. Just refer to this quick reference to speed common Windows 7 tasks.

    Provided By Greg Shultz

  • Downloads // Apr 2015

    10 steps to setting up page numbering in Word sections

    If you've ever been outfoxed by Word's page numbering options in a multiple-section document, here's good news: Controlling how the pages in each section are numbered is actually pretty easy. Susan Harkins demystifies this Word feature.This download is also available as an entry in our 10 Things blog.

    Provided By Susan Harkins

  • Downloads // Apr 2015

    Troubleshoot 10 common Exchange problems with these expert answers

    This list outlines 10 common Exchange problems and solutions. This handy two-page list outlines 10 familiar Exchange problems and an assortment of solutions. From user access errors to mail delivery problems, this list is great quick reference for every Exchange administrator.Here's a sample:Number 1: Users cannot access server. -...

    Provided By TechRepublic

  • Downloads // Apr 2015

    In-house vs. outsourced help desk costs

    Will you save more money outsourcing your help desk or keeping it in-house? Many IT managers struggle with this question when planning a budget as they look for ways to cut costs. This Excel spreadsheet provides some solid numbers to help you decide.

    Provided By TechRepublic

  • Downloads // Apr 2015

    Sample Excel workbook: Using a query to pull data from a Web page

    The article "Pull data into Microsoft Excel with Web queries" explains how Web queries operate, shows a couple of tricks that allow you to work around some Excel limitations, and offers a little VBA code so you can get the results you want. This Excel workbook shows a sample...

    Provided By Justin James

  • Downloads // Apr 2015

    Price comparison: Zimbra vs. Exchange

    Get a detailed look at how the cost of implementing Zimbra compares to the cost of using Exchange. This worksheet looks at base OS cost, base application cost, total user cost, total upfront cost, and additional yearly cost -- as well as total cost for one through five years.See "Introducing...

    Provided By Justin James

  • Downloads // Apr 2015

    How do I... Modify Word documents using C#?

    Accessing Word components from C# isn't quite as straight-forward as many other features of C# and the .NET Framework. With that said -- it's not rocket science either. You simply need to know what to reference and how to use the components. Zach Smith lays out exactly what you need...

    Provided By Zach Smith

  • Downloads // Apr 2015

    Track a user's Internet Explorer History with IEHistoryView

    Tracking a user's browsing history can be both an expensive and a daunting task, especially if you're a one-man shop in a small company. IEHistoryView from NirSoft is a simple, yet powerful, tool you can use to quickly see a user's browsing history. This download is also available as an...

    Provided By Wally Bahny

  • Downloads // Apr 2015

    Use Excel's built-in features to simplify data entry

    Entering data into a worksheet can be time-consuming, and mistakes often find their way in -- but with the right tools, both speed and accuracy can be improved. Here's a look at several Excel features that facilitate data entry.This download is also available as an entry in our Microsoft...

    Provided By Susan Harkins

  • Downloads // Apr 2015

    Sample social networking policy

    IT Pro Rick Vanover has crafted a sample social networking policy that you can customize to fit the needs of your organization. As sites like LinkedIn, Twitter, and Facebook become more intertwined with business uses, you need to establish clear guidelines for employees on workplace access and appropriate usage as...

    Provided By Rick Vanover

  • Downloads // Apr 2015

    Setting up a dynamic DNS service part 1: named

    Vincent Danen shows you how to configure the BIND side of a dynamic DNS service. (In part 2, he will configure DHCPd and put them both together.)

    Provided By Vincent Danen

  • Downloads // Apr 2015

    10 ways to recover a corrupted Excel workbook

    When an Excel file goes haywire, don't give up hope. Using one of these recovery tricks, you may still be able to salvage the data.This download is also available as an entry in our 10 Things blog.

    Provided By Susan Harkins

  • Downloads // Apr 2015

    Avoid import glitches when bringing Excel data into Access

    Importing data from Excel to Access can be somewhat dicey. These pointers will help you prepare your data and sidestep common import problems.This download is also available as an entry in our Microsoft Office blog.

    Provided By Susan Harkins

  • Downloads // Apr 2015

    10+ things I can never find in Access 2007 and 2010

    Even after working a while with Access 2007 or 2010, you may be disoriented if you're used to earlier versions. Susan Harkins offers some help in locating the tools you need.This download is also available as an entry in our 10 Things blog.

    Provided By Susan Harkins

  • Downloads // Apr 2015

    Microsoft Exchange 2010 Trial

    Free Trial of Microsoft Exchange 2010.

    Provided By Microsoft

  • Downloads // Apr 2015

    Five tips for editing the Windows registry... safely

    Editing the registry is sometimes the best route to resolving a problem or tweaking Windows to meet your needs. But unless you follow these safety practices, it might be the quickest route to disaster instead.This download is also available as an entry in our Five Tips blog.

    Provided By Jack Wallen

  • Downloads // Apr 2015

    10 easy ways to speed up an Access database

    Even your least technical Access users can improve the performance of their databases. Susan Harkins shares some basic tips those users can put to work right away.This download is also available as an entry in our 10 Things blog.

    Provided By Susan Harkins

  • Downloads // Apr 2015

    Five tips for faster Web browsing

    If you're wasting too much time waiting (and waiting and waiting) for Web pages to load, give these tips a try. You should see an immediate, noticeable boost in speed, making your browsing experience faster and more efficient.This download is also available as an entry in our Five Tips blog.

    Provided By Jack Wallen

  • Downloads // Apr 2015

    Five tips for using Ccleaner to degunk your system

    Ccleaner is one of the best all-around tools for keeping your computer optimized and free of the junk that accumulates from Internet surfing, obsolete apps, and other fragments that clog up your system.This download is also available as an entry in our Five Tips blog.

    Provided By Jack Wallen

  • Downloads // Apr 2015

    Track turnover in your organization with an employee separation checklist

    Keep track of employee turnover in your organization with a customizable checklist. Turnover is a fact of life in the corporate environment. Keeping tabs on the flow can be simplified with a tools designed for that purpose. The TechRepublic Employee Separation Checklist, available in this free download, can help...

    Provided By TechRepublic

  • Downloads // Apr 2015

    Welcome letter

    Download this welcome letter from the IT department to help when new employees join your company. Distributing the welcome letter will not only help newbies hit the ground running, it will also reduce calls to the help desk.

    Provided By TechRepublic

  • Downloads // Apr 2015

    New-user orientation kit

    Start users off on the right foot with our new-user orientation kit. This handy training resource contains a "Get to know your help desk" PowerPoint presentation, a welcome letter, and three informative articles, all designed to help orient new users.

    Provided By TechRepublic

  • Downloads // Apr 2015

    Prioritize help desk requests with this call-level chart

    Both large and small IT shops can benefit from using a call-level plan to improve staff productivity and user satisfaction. To help you create such a plan, we've developed this sample call level chart, which you can tailor to meet your needs. Prioritizing support calls is a critical process...

    Provided By TechRepublic

  • Downloads // Apr 2015

    Seven keys to implementing an ITIL framework

    The IT Infrastructure Library, a group of standards for service, has gained acceptance as a nonproprietary framework for IT projects. Here's a look at how you can integrate ITIL into your organization. Today's business environment demands that IT be more attentive to customer requests by delivering quality solutions and...

    Provided By TechRepublic