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help desk
(295 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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Whitepapers
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
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
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Resource Center
Gartner Positions Cisco as Leader
Feb 2013
Learn how Cisco WebEx goes beyond meetings with IM, social and telepresence. WebEx is a set of collaboration applications that provides compelling integrated experiences enabling users to connect...
Provided by Cisco
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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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Whitepapers
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
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Downloads
New Employee Checklist and Default Access Policy
Mar 2013
TechRepublic’s New Employee Checklist and Default Access Policy, and New Employee Orientation slides will provide IT departments with the materials they need for new hires.
Provided by TechRepublic Pro
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Whitepapers
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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Whitepapers
Taking the Help Desk Further
Sep 2012
Get the Most From Your Help Desk! Organizations that have implemented at least a basic help desk system know how valuable these solutions are. By helping to coordinate user requests and IT's...
Provided by Quest Software, now a part of Dell
-
Whitepapers
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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Whitepapers
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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Whitepapers
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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Whitepapers
The Benefits of Investing in ITIL� Advanced Certification
Mar 2011
This whitepaper presents the findings of a research project conducted by ITpreneurs to determine the value of advanced ITIL certification for IT professionals and the benefits gained by their...
Provided by Global Knowledge
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Whitepapers
Integrating Network Monitoring and the Help Desk for Expedited Problem Resolution
Sep 2012
You Really CAN Speed Help Desk Problem Resolution It's no secret - when an issue hits the help desk, you need to solve it RIGHT NOW. Are you getting to resolution time fast enough? In this Quest...
Provided by Quest Software, now a part of Dell
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Whitepapers
Why Your Current Service Desk Is Failing Your Business and What To Do About It
Sep 2012
This paper analyses why legacy and even newer platforms are not delivering on business expectations: Top challenges faced by organisations 4 key requirements for a true service management...
Provided by Computer Associates
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Whitepapers
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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Whitepapers
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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Whitepapers
Genesys SIP - Empowering Enterprise-wide Customer Service
Oct 2012
This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to...
Provided by Genesys
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Webcasts
Managing People You Can't See
Oct 2010
Attend our Webinar to hear James Ware and Charles Grantham, creators of the Future of Work program, discuss how the nature of work has changed to include mobile and remote employees, the...
Provided by Citrix Online
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Whitepapers
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, now a part of Dell
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Whitepapers
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
-
Whitepapers
Taking a SIP: What Executives Should Know About IP Transformation in the Contact Center
Oct 2012
The emergence of the SIP (Session Initiation Protocol) open standard is speeding the adoption of IP-based solutions and simultaneously delivering compelling business benefits and opportunities for...
Provided by Genesys
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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
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
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
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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Whitepapers
Forrester Research Report: Thirty-One Best Practices for the Service Desk
Jun 2005
According to a study conducted by Forrester Research, only 53 percent of surveyed IT users reported being satisfied with their help desk support. This startling revelation might lead some to point...
Provided by Citrix Online
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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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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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Webcasts
Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup
Jun 2008
Keep your internal customers, support and development teams informed--from first call to final fix--with insight at every step along the way. View this Serena webinar to see how Business Mashups...
Provided by Serena Software
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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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Downloads
New Employee Checklist and Default Access Policy
Mar 2013
TechRepublic’s New Employee Checklist and Default Access Policy, and New Employee Orientation slides will provide IT departments with the materials they need for new hires.
Provided by TechRepublic Pro
-
Resource Center
Gartner Positions Cisco as Leader
Feb 2013
Learn how Cisco WebEx goes beyond meetings with IM, social and telepresence. WebEx is a set of collaboration applications that provides compelling integrated experiences enabling users to connect...
Provided by Cisco
-
Whitepapers
Why Your Current Service Desk Is Failing Your Business and What To Do About It
Sep 2012
This paper analyses why legacy and even newer platforms are not delivering on business expectations: Top challenges faced by organisations 4 key requirements for a true service management...
Provided by Computer Associates
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Whitepapers
Driving Operational Efficiency: A Guide to Using AirWave 7 for Service Desk Troubleshooting
Nov 2010
In a typical IT organization, the service desk takes incoming user support calls and determines whether the problem is an individual user or device issue or a broader network issue that might...
Provided by Aruba Networks
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Whitepapers
CIO Whitepaper - 10 Reasons to Modernize the Desktop
Oct 2012
IT departments need a solution that meets the evolving needs of both the employees and IT-- something not possible with a traditional PC model. This paper illustrates the benefits of moving...
Provided by VMware
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Whitepapers
The Power User's Guide To Successful Webinars
Oct 2012
Webinars are powerful tools - especially when you know how to create, promote and deliver them like a power user. Interactive online webinars have emerged as the gold standard in B2B marketing....
Provided by Citrix Online
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Whitepapers
The Secret Formula for Webinar Presentations that Work Every Time
Oct 2012
Text-heavy slides and large photos bore your audience and bog down the presentation. It's time to redesign your slide deck with a few simple tricks. One of the most important factors in your...
Provided by Citrix Online
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eBooks
Webinar Ready: A Step by Step Guide to Hosting Successful Webinars
Oct 2012
Like any good performance, the live webinar should capture attention and stir discussion. For the content marketer, this conversation ends only when the curtain falls on a successful sale. You're...
Provided by Citrix Online
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Whitepapers
Genesys SIP - Empowering Enterprise-wide Customer Service
Oct 2012
This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to...
Provided by Genesys
-
Whitepapers
Loss from Legacy: Management challenges of legacy contact center systems
Oct 2012
In an increasingly connected world, customers expect a rich, always-on, multimedia experience. Enterprises with legacy Contact Centers are losing out in the battle for customer loyalty....
Provided by Genesys
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Whitepapers
Taking a SIP: What Executives Should Know About IP Transformation in the Contact Center
Oct 2012
The emergence of the SIP (Session Initiation Protocol) open standard is speeding the adoption of IP-based solutions and simultaneously delivering compelling business benefits and opportunities for...
Provided by Genesys
-
Whitepapers
Taking the Help Desk Further
Sep 2012
Get the Most From Your Help Desk! Organizations that have implemented at least a basic help desk system know how valuable these solutions are. By helping to coordinate user requests and IT's...
Provided by Quest Software, now a part of Dell
-
Whitepapers
Integrating Network Monitoring and the Help Desk for Expedited Problem Resolution
Sep 2012
You Really CAN Speed Help Desk Problem Resolution It's no secret - when an issue hits the help desk, you need to solve it RIGHT NOW. Are you getting to resolution time fast enough? In this Quest...
Provided by Quest Software, now a part of Dell
-
Whitepapers
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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Whitepapers
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
-
Whitepapers
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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Whitepapers
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
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
-
Whitepapers
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
-
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
-
Whitepapers
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
-
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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Whitepapers
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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Whitepapers
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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Whitepapers
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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Whitepapers
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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Whitepapers
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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Whitepapers
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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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
-
Downloads
New Employee Checklist and Default Access Policy
Mar 2013
TechRepublic’s New Employee Checklist and Default Access Policy, and New Employee Orientation slides will provide IT departments with the materials they need for new hires.
Provided by TechRepublic Pro
-
Whitepapers
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
-
Whitepapers
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
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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Whitepapers
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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Whitepapers
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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Whitepapers
Applying Remote Support Technology for Maximum Impact
Oct 2009
This ServiceXRG white paper explores 5 strategic applications of remote support that yield maximum benefit and how to measure their business impact.
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)
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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...
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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...
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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...
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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...
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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,...
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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...
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Case Studies
BMC Software Case Study: Holcim (US) Inc.
Oct 2008
Holcim (US) Inc. is a leading cement manufacturer and a subsidiary of Holcim Ltd., a Global 2000 company with 90,000 employees in 70 countries and $23.8 billion in 2007 sales. Holcim (US) Inc....
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Case Studies
BMC Software Case Study: Jackson Health Systems
Jul 2009
JHS wanted to enhance efficiency through automation, implement best practices centered around IT Service Management and ITIL, "Go green" by reducing the paper required to process service requests...
Provided by BMC Software
