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help desk
(318 results)-
White Papers
5 Hidden Costs of Using "Free" and Legacy Tools for Support
Nov 2011
Traditional remote access and meeting tools were not designed as remote support tools for helpdesks and IT professionals. Do you know what hidden costs their lack of helpdesk-specific management...
Provided by LogMeIn
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White Papers
Why ITIL® Is Important
Mar 2012
This paper discuss several concepts and techniques that ITIL promotes, including ensuring accountability, defining and enforcing boundaries, and conducting consistent and predictable activities in...
Provided by Global Knowledge
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White Papers
Top 5 Reasons to Replace your Remote Support Tool
Nov 2011
Even if you have a remote support tool, the changing demands of business may necessitate a change. Now may be the time to reevaluate your remote support to add new capabilities, increase...
Provided by LogMeIn
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White Papers
Six Common Mistakes that Plague IT Projects and Three Keys to Avoiding Them
Apr 2011
What do you get when you cross General George S. Patton, Henry Ford, and the world of IT project management? An assertive and effective way of facing and tackling potential risks and problems in...
Provided by AtTask
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White Papers
Using Six Sigma to Improve IT Help Desk Customer Service
Mar 2011
Within most organizations, the Information Technology (IT) department typically provides the infrastructure, implementation, and administration of hardware, software, networking, and database...
Provided by University of Houston
-
White Papers
Active Directory: Fast and Easy Tricks to Maintain a Healthy Network
May 2011
What are you doing right now to ensure your Active Directory is in good health? Managing and protecting your environment isn't easy. But with the right strategies, it can be a whole lot simpler....
Provided by Quest Software
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White Papers
Help Desk Management: 5 Tips to Increase the Efficiency of Your IT Service Team
Dec 2010
As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide comprehensive and cost effective IT solutions to customers. If dramatic growth...
Provided by ConnectWise
-
White Papers
Building and Operating a Network Operating Center (NOC) and Help Desk
Apr 2012
With so many new technology opportunities in the market today, managed services providers (MSPs) need to be careful not to overlook the importance of delivering exceptional customer service. The...
Provided by ConnectWise
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White Papers
Service Desk/Helpdesk Metrics and Reporting : Getting Started
Dec 2006
This White Paper is for IT Service Desk and Helpdesk Managers who are trying to turn raw data gathered from IT Service Management into information on which informed management decisions can be...
Provided by Serio
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White Papers
Policy and Procedures: Help Desk Service Level Agreement (SLA)
May 2004
Technology support services are provided through the Information Technology Services (ITS) Help Desk unit. This support unit is committed to delivering quality customer service and technical...
Provided by New Jersey City University
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Webcasts
The Proactive Service Desk - Desktop Support
Nov 2005
Do you feel that your service desk is always behind? Are growing call volumes, dropped calls, high escalation rates getting you down? The Proactive Service Desk webinar will show you how you can...
Provided by BMC Software
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White Papers
How to Choose the Best Help Desk Software for Your Small or Midsized Business
Feb 2006
In today's competitive business environment, small and midsized businesses that want to grow and sustain an edge in the market must continually streamline and improve core business practices. In...
Provided by BMC Software
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White Papers
Cloud Benefits 101 - What's In It for You
Oct 2011
In 1997, businesses were excited about the Internet's potential, but worried about security, privacy, etc. In 2011, Cloud computing has emerged as the next transformational technology wave. Learn...
Provided by SAP
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White Papers
How to Improve Service Quality Through Service Desk Consolidation
Jul 2009
The service desk is now the primary point of contact between an organization and its employees, business partners, and customers. Now more than ever, organizations are relying on their service...
Provided by BMC Software
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White Papers
Next Level Service Desk Strategies
Jan 2011
Service Desks today are facing unprecedented challenges. They must support an ever-increasing array of devices and adapt to people's work habits and lifestyles by offering novel channels of...
Provided by Citrix Online
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White Papers
Cost of a Data Breach
Aug 2011
A 2009 annual study examining the cost incurred by 45 organizations after experiencing a data breach. Offers information on understanding financial impact, customer turnover and preventive solutions.
Provided by CDW & Symantec
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Podcasts
Learn how Allianz's CIO adopted a new customer centric approach
Feb 2012
Learn how Allianz CIO Dirk Linnenbruegger responded to shifting demands of savvy customers wanting real-time solutions, customized offers, and around-the-clock responsiveness. View video on their...
Provided by Cisco Systems, Inc
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White Papers
IT Process and Problem/Incident Management
Oct 2005
How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times?...
Provided by iConclude
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White Papers
Centers of Excellence: Optimize Your Business and IT Value
Nov 2006
Download this SAP white paper to read about the many direct benefits you can derive from implementing certified centers of excellence (COEs) in your organization. The paper presents the results of...
Provided by SAP
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White Papers
Problem Management - Key Best Practices
Jun 2005
The ITIL framework supplies an excellent relational model on how to manage Incidents, Problems and Changes. But this model becomes much more powerful when best practices are applied; such as...
Provided by NetworkD
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Webcasts
BMC Remedy Knowledge Management
Jan 2006
As the market share and growth leader in service desk software, BMC has acquired KMXperts as part of its strategy to expand what is already the most comprehensive service desk solution in the...
Provided by BMC Software
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White Papers
Overview of IT Service Managment Using the IT Infrastructure Library (ITIL)
May 2010
This white paper introduces managers with an interest in information technology to the ITIL. You will become familiar with ITIL processes and understand where ITIL fits within your organization....
Provided by Global Knowledge
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White Papers
Gartner Magic Quadrant for User Provisioning
Mar 2011
User-provisioning solutions are maturing in function and capability, and the user-provisioning market continues to consolidate. As some identity and access management (IAM) technologies approach a...
Provided by CA
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White Papers
The Total Economic Impact™ of VMware ThinApp report (Forrester Research whitepaper)
Sep 2010
In July 2010, VMware commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying ThinApp. The purpose of...
Provided by VMware
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White Papers
Legacy Remote Control Tools: Not Built for Today's Helpdesk
Nov 2011
Explore the challenges of supporting a remote workforce with legacy tools such as RDP™, pcAnywhere™, VPNs and VNC™ and identify best practices you can use to choose helpdesk tools that better...
Provided by LogMeIn
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White Papers
Mastering Problem Management
Aug 2010
There are several approaches to take that prevent Problem Management failure, including a thorough understanding of how Incident and Problem Management affect each other. If IT organization...
Provided by Global Knowledge
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White Papers
Profitable Strategies for Optimizing Help Desk Operations
Sep 2007
In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically, rather than...
Provided by SupportSoft
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White Papers
Putting Dispatch in the Driver's Seat
Apr 2012
Chances are good that the operations at your Help Desk are a bit chaotic. This is especially true if you have not implemented an effective Dispatch strategy. Given that, the key to Help Desk...
Provided by ConnectWise
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White Papers
Windows Partner Solutions: Seven Tips & Tricks for Windows 7: Volume 1
Feb 2012
Help the Help Desk Help You. Solving problems unique to a machine can be an arduous task for both the end-user and the help desk. This volume includes tips on the Problem Steps Recorder, shuffling...
Provided by Dell & Microsoft
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White Papers
Building a Winning Service Desk
Aug 2005
The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level...
Provided by QAI India
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White Papers
Five Challenges To ITIL Best Practices Adoption
Sep 2010
ITIL is gaining momentum in the United States as the standard for best practices in IT Service Management. However, organizations looking to implement the IT Infrastructure Library often encounter...
Provided by Global Knowledge
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White Papers
BMC Service Desk Express
Apr 2009
BMC Service Desk Express Integration Engine connects the BMC Service Desk Express environment to other IT systems and solutions. The Integration Engine enables scheduled, real-time and Web Service...
Provided by BMC Software
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Webcasts
HP Operations Manager: Monitor heterogeneous IT environments, reduce management costs, and speed time to problem resolution
Sep 2009
This on-demand webinar discusses how to cut the costs of managing your heterogeneous IT infrastructure and reduce the time it takes to resolve problems. In this webinar, you will learn: Why...
Provided by Hewlett-Packard (HP)
-
White Papers
IDC Whitepaper - Quantify the Business Benefits of ITSM
Jan 2005
The Benefits of IT Management with HP IDC explains how the HP OpenView Service Desk solution generates significant cost savings and improves IT staff productivity and efficiency.
Provided by Hewlett-Packard (HP)
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White Papers
How to Choose the Right Service Desk Solution and Improve Your ROI
Apr 2006
As IT budgets continue to fall under close scrutiny, it's more important than ever to ensure that software purchases add to your company's bottom line. Selecting the right service desk solution...
Provided by BMC Software
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White Papers
The Evolved Help Desk
Feb 2008
The traditional help desk is ill prepared to keep pace with ever-evolving business demands and challenges posed by an expanding regulatory climate. In this harried environment, midmarket CIOs need...
Provided by FrontRange Solutions
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White Papers
Top 10 Misconceptions about Problem Management and Incident Resolution
Oct 2005
A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white...
Provided by iConclude
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Webcasts
Business Insights Webcast: Application Virtualization (App-V) Enterprise Return on Investment
Jun 2010
Quantifying the business value of IT investment is vital in today's tough economic climate. Every investment is expected to show strong and tangible financial return. To help organizations assess...
Provided by Microsoft
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Case Studies
IT Help Desk Services
Jun 2010
Enterprises are increasingly looking at Help Desks to reduce operating expenses, improve operational efficiency and drive higher customer satisfaction. The overarching objective is to focus on...
Provided by Genpact
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White Papers
Incident Management - Do's and Don'ts
Nov 2006
This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service...
Provided by Serio
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White Papers
Complimentary SuccessFactors whitepaper: Get the Right People
May 2012
Whether a company succeeds or fails ultimately depends on whether it hires the right people to effectively execute its strategies. Despite the strategic importance of hiring, many companies...
Provided by SuccessFactors
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White Papers
Building and Operating a Network Operating Center (NOC) and Help Desk
Apr 2012
With so many new technology opportunities in the market today, managed services providers (MSPs) need to be careful not to overlook the importance of delivering exceptional customer service. The...
Provided by ConnectWise
-
White Papers
Putting Dispatch in the Driver's Seat
Apr 2012
Chances are good that the operations at your Help Desk are a bit chaotic. This is especially true if you have not implemented an effective Dispatch strategy. Given that, the key to Help Desk...
Provided by ConnectWise
-
White Papers
Why ITIL® Is Important
Mar 2012
This paper discuss several concepts and techniques that ITIL promotes, including ensuring accountability, defining and enforcing boundaries, and conducting consistent and predictable activities in...
Provided by Global Knowledge
-
Podcasts
Learn how Allianz's CIO adopted a new customer centric approach
Feb 2012
Learn how Allianz CIO Dirk Linnenbruegger responded to shifting demands of savvy customers wanting real-time solutions, customized offers, and around-the-clock responsiveness. View video on their...
Provided by Cisco Systems, Inc
-
White Papers
Towards a Conversational Agent for Contact Centres
Jul 2008
The usability of touch-tone Interactive Voice Response (IVR) systems is dismal. Clients would rather speak to a contact centre agent than navigate through the menu structure found in these...
Provided by Nelson Mandela Metropolitan University
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White Papers
Windows Partner Solutions: Seven Tips & Tricks for Windows 7: Volume 1
Feb 2012
Help the Help Desk Help You. Solving problems unique to a machine can be an arduous task for both the end-user and the help desk. This volume includes tips on the Problem Steps Recorder, shuffling...
Provided by Dell & Microsoft
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White Papers
Distributed Workforce Management in the Cloud: Spreading IT Security Wherever Employees Roam
Nov 2011
The ever-increasing availability of faster, wireless network access, wirelessly enabled laptops and other devices, and collaboration tools such as Instant Messaging (IM) are turning the...
Provided by Symantec
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White Papers
Legacy Remote Control Tools: Not Built for Today's Helpdesk
Nov 2011
Explore the challenges of supporting a remote workforce with legacy tools such as RDP™, pcAnywhere™, VPNs and VNC™ and identify best practices you can use to choose helpdesk tools that better...
Provided by LogMeIn
-
White Papers
Cloud Benefits 101 - What's In It for You
Oct 2011
In 1997, businesses were excited about the Internet's potential, but worried about security, privacy, etc. In 2011, Cloud computing has emerged as the next transformational technology wave. Learn...
Provided by SAP
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White Papers
How old remote support tools hinder your helpdesk
Sep 2011
It wouldn't be efficient to use flint and steel to start a fire in modern times, so why would your corporate helpdesk use outdated tools to support remote workers? A modern enterprise includes...
Provided by LogMeIn
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Webcasts
Develop & Test for Massive Scalability with Travelport
Sep 2011
In this webinar, learn firsthand how to: Proactively architect and test for scalability and performance as early as possible Manage collaboration within a globally-distributed development...
Provided by dynaTrace software
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Case Studies
Major Healthcare Organization Improves the Health of Its Network
Jul 2009
North Lincolnshire Primary Care Trust (PCT) and North East Lincolnshire Care Trust Plus (CTP) includes two major hospitals and 58 General Practitioner offices. Northern Lincolnshire Trust...
Provided by WatchGuard Technologies
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White Papers
Cost of a Data Breach
Aug 2011
A 2009 annual study examining the cost incurred by 45 organizations after experiencing a data breach. Offers information on understanding financial impact, customer turnover and preventive solutions.
Provided by CDW & Symantec
-
White Papers
Using Six Sigma to Improve IT Help Desk Customer Service
Mar 2011
Within most organizations, the Information Technology (IT) department typically provides the infrastructure, implementation, and administration of hardware, software, networking, and database...
Provided by University of Houston
-
White Papers
The Total Economic Impact™ of VMware ThinApp report (Forrester Research whitepaper)
Sep 2010
In July 2010, VMware commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying ThinApp. The purpose of...
Provided by VMware
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Webcasts
Customer Spotlight: How IPC The Hospitalist Company Implemented Oracle on Vmware
Aug 2011
Have you been looking to hear about customer's experiences with the new VMware vCenter Site Recovery Manager product? View this webcast to learn about VMware customer, Navicure, and their...
Provided by VMware
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White Papers
Recruit and Build the Right Team for Your Service Desk
Jul 2011
Your people are your most valuable asset. "To build the right team of people for your service desk, you need a comprehensive and pragmatic recruitment process." This new Service Desk Institute...
Provided by Citrix Online
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White Papers
Next Level Service Desk Strategies
Jan 2011
Service Desks today are facing unprecedented challenges. They must support an ever-increasing array of devices and adapt to people's work habits and lifestyles by offering novel channels of...
Provided by Citrix Online
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White Papers
Driving growth and innovation with a trusted support resource - An innovative approach to maintenance and technical support
Jul 2011
There's a misconception that maintenance and technical support services are only about on-site repair or necessary when something breaks. Given today's complex technology infrastructure with...
Provided by IBM
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White Papers
IBM Study: The Mindset of Midsize Firms
Jun 2011
More than half of midsize companies are planning to increase their information technology budgets over the next 12 to 18 months, according to a survey commissioned by IBM and conducted...
Provided by IBM
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Webcasts
Video - Tivoli Foundations Application Manager - Keep Your Applications Up & Running
Jun 2011
IBM Tivoli® Foundations™ Application Manager provides the capabilities a growing business needs to make sure that essential IT operations are up and running across network servers,...
Provided by IBM
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Webcasts
Building Trust in a Modern Workplace
Jun 2011
Today's virtual office tools benefit employees and businesses alike - but only if managers can trust their employees to produce results outside the bounds of the traditional workplace. The...
Provided by Citrix Online
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White Papers
How to Create and Run a Winning Webinar Series eGuide
Jul 2010
A successful marketing Webinar series can educate your prospects on your company's uniqueness, create a competitive advantage, dramatically increase lead flow, and drive sales."" This new eGuide...
Provided by Citrix Online
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White Papers
Working Smarter and Getting Better Marketing ROI in 2011: How Webinars Generate the Greatest Return
Jan 2011
Webinars have leveled the marketing playing field. Today's SMBs can seriously compete with large companies in market reach and thought leadership, while generating a significant ROI. This new...
Provided by Citrix Online
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Webcasts
What 2011 Holds in Store for Your IT Governance, Risk and Compliance (IT GRC) Program - 5 Predictions
May 2011
Planning a compliance program in 2011? In this 30-minute webcast, Chris Noell, EVP of Product Management at TruArx, will make five predictions on what regulations will have the most impact in 2011...
Provided by ANXeBusiness Corp
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Webcasts
Top Requirements for Successfully Automating SOX Quarterly Self-Assessments
May 2010
For many organizations, Sarbanes-Oxley compliance is mandatory, but automation of the self-assessment process can make it less painful. There are many advantages to using an IT GRC tool to...
Provided by ANXeBusiness Corp
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Podcasts
Introducing Office 365 to Your End Users
May 2011
Are people planning on rolling out Microsoft Office 365 to your organization? The people are familiar with the back-end cloud benefits, but how does Office 365 affect your users? In this podcast,...
Provided by Microsoft
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Podcasts
End User Tips and Tricks for Office 365: Focus on SharePoint Online
May 2011
Are people wondering what Microsoft SharePoint Online is and how it impacts your organization? Are they curious about what role it can play in your employees' productivity experience? Join one for...
Provided by Microsoft
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Podcasts
End User Tips and Tricks for Office 365: Exchange Online With Email
May 2011
Are people wondering what Microsoft Exchange Online is and how it impacts your organization? Are they curious about what role it can play in your employees' productivity experience? Join one for...
Provided by Microsoft
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Podcasts
End User Tips and Tricks for Office 365: Get the Most out of Lync Online
May 2011
Wondering what Microsoft Lync Online is and how it impacts one's organization? Curious about what role it can play in one's employees' productivity experience? Join in for this podcast that is...
Provided by Microsoft
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White Papers
Active Directory: Fast and Easy Tricks to Maintain a Healthy Network
May 2011
What are you doing right now to ensure your Active Directory is in good health? Managing and protecting your environment isn't easy. But with the right strategies, it can be a whole lot simpler....
Provided by Quest Software
-
White Papers
Help Desk Management: 5 Tips to Increase the Efficiency of Your IT Service Team
Dec 2010
As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide comprehensive and cost effective IT solutions to customers. If dramatic growth...
Provided by ConnectWise
-
White Papers
The Evolved Help Desk
Feb 2008
The traditional help desk is ill prepared to keep pace with ever-evolving business demands and challenges posed by an expanding regulatory climate. In this harried environment, midmarket CIOs need...
Provided by FrontRange Solutions
-
White Papers
Dynamic Active Probing of Helpdesk Databases
Aug 2008
Helpdesk databases are used to store past interactions between customers and companies to improve customer service quality. One common scenario of using helpdesk database is to find whether...
Provided by Association for Computing Machinery
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White Papers
Avecto Ltd - Shop-Direct - Case Study
May 2011
Shop Direct Group, is the UK's leading online and home shopping retailer, it has around five million customers and annual sales of around £1.7 billion. They chose to implement a principle of least...
Provided by Avecto
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White Papers
Implementing Desktop Security Despite Diverse User Requirements and Problem Applications.
May 2011
Oxford University Press, one of the largest publishers in the UK, and the largest university press in the world eliminated admin rights using Avecto's Privilege Guard. This improved their desktop...
Provided by Avecto
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White Papers
Regulatory Compliance and Least Privilege Security
May 2011
This whitepaper covers least privilege security, in particular its impact on regulatory compliance. Microsoft's efforts to reduce the reliance on administrative privileges and improve application...
Provided by Avecto
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White Papers
Six Common Mistakes that Plague IT Projects and Three Keys to Avoiding Them
Apr 2011
What do you get when you cross General George S. Patton, Henry Ford, and the world of IT project management? An assertive and effective way of facing and tackling potential risks and problems in...
Provided by AtTask
-
Case Studies
Enhancing the Customer Entertainment Experience and Reducing Operating Costs for an Internet Café
Oct 2010
The China's café needs to improve computing responsiveness including quicker application launch, faster file loading, and smoother game play. Improve return on investment. Minimize conversion...
Provided by Intel
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White Papers
Six Common Mistakes that Plague IT Projects and Three Keys to Avoiding Them
Apr 2011
What do you get when you cross General George S. Patton, Henry Ford, and the world of IT project management? An assertive and effective way of facing and tackling potential risks and problems in...
Provided by AtTask
-
White Papers
Help Desk Management: 5 Tips to Increase the Efficiency of Your IT Service Team
Dec 2010
As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide comprehensive and cost effective IT solutions to customers. If dramatic growth...
Provided by ConnectWise
-
Webcasts
Video - Tivoli Foundations Application Manager - Keep Your Applications Up & Running
Jun 2011
IBM Tivoli® Foundations™ Application Manager provides the capabilities a growing business needs to make sure that essential IT operations are up and running across network servers,...
Provided by IBM
-
Webcasts
Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services
Jan 2008
The IT help desk is the guardian of day-to-day business productivity and, more importantly, the front door to your IT organization. However, a Forrester survey reveals that only 53% of technology...
Provided by Citrix Online
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Case Studies
Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.
Jun 2007
IFFCO-TOKIO General Insurance (ITGI) was created in 2000, following the merger of an Indian fertilizer company and Japan's largest listed insurance group. IFFCO-TOKIO General Insurance wanted to...
Provided by CA
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White Papers
11 Questions Every CIO Should Ask Their IT Manager
Mar 2009
Every business is looking for ways to be more efficient. You know information technology is critical — you can't be in business without it. But what is your IT really costing you? Could you be...
Provided by Red Hat
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Case Studies
Manufacturing Firm Cuts Helpdesk Calls From 200 to Two by Desktop Standardisation
Jun 2008
AfriSam is one of the largest construction material manufacturers in Southern Africa. Its administrative staff found it difficult to share files between departments due to disparity in versions of...
Provided by Microsoft
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Webcasts
What's New in BMC Remedy Service Desk 7.5
May 2009
The attendee of this webcast will learn how to take the service desk to the next level and provide added value to the business using ITIL best practice processes. This webcast gives a demo of...
Provided by BMC Software
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White Papers
Customizing Altiris Helpdesk for Global Time Zone and SLA Management to Fulfill ITIL Requirements
Sep 2008
With this new functionality available to customers they can truly embrace ITIL requirements around Service Level Management. XCEND and Incit-technology will continue to work together on providing...
Provided by XCEND
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White Papers
The Next Wave in Help Desk Optimization
Dec 2008
In recent years, help desks have applied lots of call center technology to the help desk environment. The borrowed technologies have mostly addressed infrastructure problems, such as issue...
Provided by Motorola
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White Papers
Legacy Tools: Not Built for Today's Helpdesk
Jan 2009
Today's mobile workforce can help drive efficiency and boost the bottom line for your organization. However, it is essential that the helpdesk have the right tools to support a widespread employee...
Provided by LogMeIn
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Case Studies
New HP ITSM Software Supports Business Change at South African Telecommunications Giant
Mar 2009
Vodacom South Africa wanted a more sophisticated, service-orientated tool to manage incident and change more effectively to stay abreast of the growing maturation levels of their mobile network...
Provided by Hewlett-Packard (HP)
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White Papers
BMC Service Desk Express
Apr 2009
BMC Service Desk Express Integration Engine connects the BMC Service Desk Express environment to other IT systems and solutions. The Integration Engine enables scheduled, real-time and Web Service...
Provided by BMC Software
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White Papers
Using Proactive Alerts in HP Web Jetadmin
Jun 2009
HP Web Jetadmin has the ability to send e-mail messages, or alerts, whenever events occur on printers. For example, error or warning conditions on printers, such as paper out or toner low, can...
Provided by Hewlett-Packard (HP)
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Case Studies
BAMF Introduces IT-Supported User Helpdesk System
Jun 2008
The German Federal Office for Migration and Refugees (BAMF) is the center of expertise for asylum, migration, and integration in Germany. It needed to accelerate processing of IT error messages...
Provided by Oracle
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White Papers
9 Management Practices for Exceptional Webinars
Oct 2009
Marketing professionals continue to rate Webinars as one of the top tools for lead generation. Yet, many marketing departments still do not have a process in place to maximize Webinar results....
Provided by Citrix Online
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White Papers
Selection Criteria for Remote Support Tools
Oct 2009
Though basic remote support technology is available from many sources, including some freeware and shareware options, companies interested in improving both the economics of support and the...
Provided by NTRglobal
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Case Studies
Saudi Agency Improves Service Reliability With Centralized Service Desk
Sep 2009
Saudi Post depends on technology for the effectiveness and efficiency of its high-quality and modern postal services. Thus, the IT department saw itself as a reliable service provider that met...
Provided by Microsoft
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White Papers
PasswordCourier With Telephone Access
Mar 2008
Courion's PasswordCourier Telephone Access option enables users to securely reset their forgotten passwords through an Interactive Voice Response (IVR) application, using a touch-tone telephone....
Provided by Courion
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White Papers
Six Essential Steps to Successful IT Centralisation
Dec 2009
For many organisations, both in the public and the private sector, bringing disparate service desks under the umbrella of a single shared service is now on the agenda. The potential benefits for...
Provided by Sunrise Software
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Webcasts
HP Operations Manager: Monitor heterogeneous IT environments, reduce management costs, and speed time to problem resolution
Sep 2009
This on-demand webinar discusses how to cut the costs of managing your heterogeneous IT infrastructure and reduce the time it takes to resolve problems. In this webinar, you will learn: Why...
Provided by Hewlett-Packard (HP)
-
White Papers
IDC Whitepaper - Quantify the Business Benefits of ITSM
Jan 2005
The Benefits of IT Management with HP IDC explains how the HP OpenView Service Desk solution generates significant cost savings and improves IT staff productivity and efficiency.
Provided by Hewlett-Packard (HP)
-
Webcasts
How Enterprise Mobility is Transforming the IT Service Desk
Jan 2009
The complexities brought on by mobile workers can actually present an opportunity for the IT service desk to become a more strategic part of the business. By implementing a remote support solution...
Provided by LogMeIn, Inc
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Case Studies
Case Study: The Royal Borough of Kingston Upon Thames
May 2009
The Borough Council's ICT services delivery manager oversees the helpdesk and desktop support team. The team provides support to the council's employees and councillors - 2,500 users of IT, spread...
Provided by Sunrise Software
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Webcasts
Using Webinar to Engage Prospects
Jan 2010
Webinars can reach a huge number of potential sales prospects in a matter of minutes. But, the time and effort it takes to produce a Webinar that gets people engaged and involved starts long...
Provided by Adobe Systems
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Webcasts
Secrets of Webinar Product and Management
Jan 2010
Managing and producing a great webinar isn't a one-shot deal: It's a process that involves your team and your audience in a dynamic two-way conversation that stretches from initial promotion to...
Provided by Adobe Systems
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Webcasts
Secrets of Lead Generation Webinars
Jan 2010
You need your webinars to generate high numbers of leads, yet you don't want to alienate your audience with a too-hard sell. How do you strike that all-important balance between the needs of your...
Provided by Adobe Systems
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Webcasts
Reducing Support and Operational Costs Using Hitachi ID and BMC Service Desk Express
Dec 2009
In today's economic climate, reducing support and operational costs are more important than ever before. The presenter will show how Hitachi and BMC can eliminate 60% to 90% of incidents...
Provided by BMC Software
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Case Studies
CA Service Desk Manager Supports IT Service Management at Standard Life
Aug 2009
Standard Life recognises that its IT systems are key to providing an exceptional customer experience. The company was keen to differentiate its IT support offering by expanding coverage of their...
Provided by CA
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Case Studies
State of Colorado Improves the Quality of Human Services With Efficient IT Management
Jul 2009
Any problems with the department's IT infrastructure would cripple its ability to provide high-quality services to Colorado's citizens. To ensure its IT systems meet the needs of both state and...
Provided by CA
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Case Studies
HCL Infinet Increases Competitive Advantage and Quality of Service With Integrated IT Management
Jul 2009
IT is fundamental to all HCL Infinet's customer service offerings. With hundreds of internal and customer devices to monitor, HCL Infinet needs end-to-end visibility to ensure it can maintain IT...
Provided by CA
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Case Studies
Debenhams Reduces Operating Costs With ITIL Best Practice and CA Service Desk Manager
Apr 2009
To maximise sales, Debenhams needs to ensure that any issues with the IT systems used in its stores and distribution centres are resolved quickly. These issues are handled by the company's IT...
Provided by CA
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Case Studies
Cert Octavian Ensures Hundreds of Thousands of Consumer Products Are Delivered on Time With CA Service Desk Manager
Dec 2008
The company's core operations - from taking orders to warehousing and distribution - are reliant on its IT systems. To ensure these systems remain highly available, the company's IT team must be...
Provided by CA
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Case Studies
Elbit Systems of America Uses Integrated IT Management to Meet the Challenges of Rapid Growth
May 2009
ESA is growing quickly through acquisitions and new product lines. To avoid quality of service problems and system failures while providing services to an expanding user base, the IT team requires...
Provided by CA
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Case Studies
University of Technology, Sydney Reduces Costs and Improves Services for 32,000 Students With CA Service Desk
Aug 2009
UTS is under pressure to provide exceptional IT resources to its students and staff. This requires highly available systems and responsive IT services. To maintain quality of service while...
Provided by CA
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Case Studies
BASF IT Services Supports 60,000 Users Across the World With CA Service Desk Manager
Oct 2009
With such a large user base and diverse infrastructure to support, BASF IT Services faces a massive service management challenge. The company handles 55,000 incidents, 12,000 changes and 15,000...
Provided by CA
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Case Studies
Australian Maritime Safety Authority Safeguards Its Response to Distress Calls With Improved It Service Desk Performance
Nov 2009
To provide a rapid response to distress calls, the authority needs 24x7 access to its search and rescue systems and shipping data. At the same time as maintaining high levels of system...
Provided by CA
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Case Studies
Swedish Council Maximises Budgets and Improves Public Services With Automated and Integrated It Management
Dec 2009
To ensure the region's 300-plus healthcare facilities receive high-quality and cost-effective IT services, VGR has consolidated its IT operations. With 45,000 workstations, 1,800 servers and...
Provided by CA
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Case Studies
BMC Software Case Study: Logica Australia
Dec 2009
As business demands on IT continue to increase, it only makes sense that the pressure rolls downhill. Business and technology service providers like Logica take on enormous demand from clients,...
Provided by BMC Software
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Case Studies
BMC Software Case Study: Lennox International
Oct 2008
Lennox International wanted to keep revenue-generating manufacturing infrastructure running across a dozen distributed plants by without increasing IT support costs. As a solution Lennox...
Provided by BMC Software
