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help desk
(295 results)-
Resource Center
Security Bloopers: Five Common Mistakes
Jan 2009
Wondering if you've adequately protected your network can cause sleepless nights. In the rush of your workday, what could you have missed? Sleep better by avoiding the common mistakes listed on...
Provided by Cisco Systems
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Downloads
10+ common questions about SQL Server data types
May 2008
SQL Server has a variety of data types, and as with most things, the more options you have, the more confusing a choice can be. Susan Harkins offers answers to the questions she hears most often...
Provided by Susan Harkins
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Presentations
Webinar: Best Practices for Application Virtualization with AdminStudio
Feb 2010
IT professionals, are you considering a move to Microsoft® App-V™? Watch this Webinar to learn how to migrate your MSI application portfolio to Microsoft App-V packages five times faster. The...
Provided by Flexera Software
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White Papers
ITIL Process and Problem Resolution
Oct 2005
How does the 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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Case Studies
CH2M HILL Reduces Costs, Improves Human Resource Responsiveness With Centralized Service Center
May 2010
CH2M HILL wanted to reduce Human Resources (HR) administration costs and complexity while providing better service to employees and managers spread across the globe - some of whom have limited...
Provided by Oracle
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White Papers
Service Level Agreement (SLA) Boot Camp
Jul 2005
Service Level Agreements or "SLA's" are tricky but useful mechanisms for managing the risk of an on-going relationship with IT service providers. Unfortunately, most SLA's that show up in service...
Provided by Wyomissing Publications
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White Papers
Designing Outlook Forms (Part 1)
Sep 2005
Due to the hybrid and complex nature of Exchange, it houses more than one mechanism that allows for automation and programming of Exchange based workflow applications. Outlook forms present a...
Provided by TechGenix
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Whitepapers
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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Webcasts
7 Deadly Sins of Online Training (and How to Avoid Them)
Apr 2011
Join Roger Courville, Webinar expert and author of The Virtual Presenter's Handbook, for a Webinar on how to plan, design and present like an online training pro.
Provided by Citrix Online
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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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Webcasts
Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100)
Nov 2007
Microsoft IT manages a global internal helpdesk that receives 63,000 contacts per month. To improve the client-support experience and productivity while reducing costs, Microsoft IT took two...
Provided by Microsoft
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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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Resource Center
Remote Support has never been so easy! Try WebEx free today!
Jan 2008
With WebEx Remote Support, it's easy to stay in control--working right from your desk to minimize technology-driven downtime while maximizing help desk productivity. You have the power to launch...
Provided by WebEx Communications
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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
Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support
Nov 2006
When today's businesses run 24/7 on fewer IT dollars, the relentless job of supporting employees, suppliers, business partners, and customers is an organizational necessity and one of the biggest...
Provided by NTRglobal
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White Papers
Mobile ITSM/Remedy Technical White Paper
Jun 2007
The integration of Unwired Accelerator with AR System extends BMC Software's Remedy ITSM applications, for example, Service Desk, Change Management, and Asset Management, to any mobile device...
Provided by Sybase
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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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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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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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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
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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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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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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Whitepapers
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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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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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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Webcasts
7 Deadly Sins of Online Training (and How to Avoid Them)
Apr 2011
Join Roger Courville, Webinar expert and author of The Virtual Presenter's Handbook, for a Webinar on how to plan, design and present like an online training pro.
Provided by Citrix Online
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Webcasts
ROI and Happy Online Customer Webcast
Mar 2011
Online customers are demanding a greater amount of Web services, delivered at faster speeds. But how do you balance the needs of these customers with shrinking IT budgets? Application Performance...
Provided by CA
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White Papers
White Paper: Five Keys to a Successful Identity & Access Management Implementation
Mar 2011
Using these five best practices to guide an IAM implementation brings numerous benefits. For one, the phased approach enables you to quickly realize value from your investment, rather than waiting...
Provided by CA
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Whitepapers
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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Webcasts
Webinar: Powerful Control of Privileged Users
Mar 2011
In this webinar learn about Privileged User Management and why organizations need it. The challenges of Privileged User Management will be discussed as well as the CA Technologies solution for...
Provided by CA
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White Papers
Helping Satisfy Multiple Objectives During a Service Desk Conversation
Jun 2008
Agents manning a service desk have the unenviable task of satisfying multiple conflicting objectives. Specifically, businesses require the agents to meet pre-specified customer satisfaction levels...
Provided by Association for Computing Machinery
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White Papers
Closed Loop Performance Management: Closing the Gap between Strategy & Execution
Feb 2011
Formal performance-management (PM) methodologies and solutions can give organizations the discipline to prosper during difficult economic times while providing the flexibility to pursue...
Provided by SAP
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Case Studies
CMC Case Study: National Service Desk (NSD)
Mar 2010
Formerly, CMC Mumbai had a call dispatch located in CMC house to handle all customer calls. Call Dispatch had a list of engineers handling the customer locations. All the calls were noted down...
Provided by CMC
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Case Studies
National Rollout Applications for Hindustan Unilever Limited
May 2010
Hindustan Unilever Limited (HUL) is India's largest fast moving consumer goods company, with leadership in Home & Personal Care Products and Foods & Beverages. To meet the growing information...
Provided by CMC
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White Papers
SaaS + ITIL + Service Desk = Scalable Success
Sep 2008
The paradigms surrounding the Service Desk, the technology that supports it and service desk management are changing due to the evolution of the technologies and practices surrounding them. The...
Provided by InteQ
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Case Studies
Transforming IT Service Management to Support Business Agility, Innovation, and Risk Taking
Jun 2008
Bayview Financial Holdings, L.P. is one of those leaders. One of Bayview's basic tenets is to "Foresee change, and adapt quickly." Innovating, taking risks, and sharing ideas to improve the...
Provided by BMC Software
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Case Studies
Software-as-a-Service Model (SaaS) Delivers Robust ITSM Functionality, Easy Implementation and Real-Time Upgrades at Half the Cost of On-Premise Solution
Jul 2010
No organization in the United States offers more to dog owners than the American Kennel Club (AKC). Founded in 1884, this "club of clubs" is committed to promoting the sport of purebred dogs and...
Provided by BMC Software
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Case Studies
Australian Maritime Safety Authority Safeguards Its Responses to Distress Calls With Improved IT Service Desk Performance
Nov 2009
The Australian Maritime Safety Authority (AMSA) is responsible for maritime safety, protection of the maritime environment, and aviation search and rescue. The authority's Emergency Response...
Provided by CA
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Case Studies
Centris Optimises Support for More Than 4,500 Users With Integrated Service Desk Manager
Jul 2010
Centris is one of the foremost IT service providers for health and accident insurers in Switzerland. The Swiss Health Platform (SHP) provides insurers with IT functionality for core business...
Provided by CA
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Case Studies
CIBER Replaced BMC Remedy With CA Service Desk
Jan 2011
CIBER, Inc. is a global IT services company that builds, integrates and supports applications and infrastructures for business and government clients. CIBER needed a solution that would deliver IT...
Provided by CA
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Case Studies
Hatton National Bank Enhances Staff Satisfaction With CA Service Desk Manager
Oct 2010
Hatton National Bank (HNB) provides retail and corporate banking services to 2.5 million customers in Sri Lanka via a network of 200 branches and 350 ATMs (Automated Teller Machines). To maximise...
Provided by CA
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Case Studies
HDFC Bank Provides Better Services by Reducing IT Downtime
Oct 2010
HDFC Bank has more than 1,725 branches and offers a wide range of commercial and transactional banking services and treasury products to wholesale and retail customers in India. Quality customer...
Provided by CA
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Case Studies
ING Improves IT Service Quality for Its BIS Division With Oblicore
May 2010
The number one financial services company in the Benelux home market, ING provides a wide array of banking, insurance and asset management services to customers in over 50 countries. To ensure...
Provided by CA
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Case Studies
Manpower Reduces Costs by 15 Percent With Intelligent IT Support Services
Oct 2010
Manpower provides innovative workforce solutions for 400,000 clients in 82 countries. Its services include permanent, temporary and contract recruitment, employee assessment and selection,...
Provided by CA
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Case Studies
Raiffeisen Informatik Improves Efficiency by Up to 15 Percent With Automated Change Management
Dec 2008
Raiffeisen Informatik is the second largest IT services provider in Austria. The company is responsible for managing 72,000 client devices in Austria. Its change management team receives thousands...
Provided by CA
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Case Studies
Spectrum Health Improves Productivity With CA Clarity PPM and CA Service Desk
Jan 2011
Spectrum Health's mission is to improve the health of the communities it serves by offering greater personalized care to individuals and families. Technology plays a key role in enabling Spectrum...
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 Manager
Aug 2009
The University of Technology, Sydney (UTS) is a dynamic and cosmopolitan university with three main campuses and has 32,000 students. UTS is under pressure to provide exceptional IT resources to...
Provided by CA
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Case Studies
CA Technologies Transforms Online Experience for Thousands of Customers
Aug 2010
CA Technologies provides IT management software and solutions to the majority of the Forbes Global 2000, as well as government organizations and thousands of companies in diverse industries...
Provided by CA
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Case Studies
Punjab National Bank Achieves 165% ROI With CA Technologies IT Management Solutions
Jan 2011
Punjab National Bank (PNB) has more than 5,000 branches and six crore customers as of September 30, 2010. It has the distinction of being the first bank fully owned, managed and administered by...
Provided by CA
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Webcasts
BMC Service Desk on Force.com
Dec 2010
The presenter of this webcast will explain BMC Service Desk on Force.com delivers cloud-enabled service desk, self-service, and inventory management capabilities hosted on the number one SaaS...
Provided by BMC Software
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Webcasts
BMC IT Service Desk on RemedyForce
Jan 2011
The attendees of this webcast will learn how BMC IT Service Desk on RemedyForce delivers cloud-enabled service desk, self-service, change, and inventory management capabilities hosted on the...
Provided by BMC Software
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Case Studies
Fujitsu Case Study: Working With BT for the MoD in Germany
Aug 2009
The UK Ministry of Defence (MoD) needed to communicate securely between 33 military sites in Germany as well as overseas and within the UK. To master these needs MoD chose Fujitsu. Fujitsu...
Provided by Fujitsu
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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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Presentations
Webinar: Best Practices for Application Virtualization with AdminStudio
Feb 2010
IT professionals, are you considering a move to Microsoft® App-V™? Watch this Webinar to learn how to migrate your MSI application portfolio to Microsoft App-V packages five times faster. The...
Provided by Flexera Software
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Webcasts
ITIL Gain without the Pain: A Pragmatic Approach to Getting Started with ITIL
Jan 2010
Join leading analyst firm EMA and KACE in this hour long webcast to learn how a practical, targeted implementation of ITIL best practices can quickly and cost-effectively deliver the benefits of...
Provided by KACE
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White Papers
EMA Radar Report: Which Workload Automation Vendors are Best?
Jan 2009
Read how Enterprise Management Associates evaluates the workload automation offerings of BMC, CA, IBM, ASG, and several others. Hint: the report concludes, "BMC has the strongest product overall,...
Provided by BMC Software
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White Papers
7 Habits of Highly Effective Contact Centers and Help Desks
Nov 2005
More than a decade ago, Stephen Covey wrote about seven key habits that can help people elevate their personal and professional effectiveness in a ground-breaking book. These habits are equally...
Provided by eGain Communications
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White Papers
Chat and Cobrowse on the Web: Wow and Win Online Customers with Realtime Service and Support
Nov 2005
With more and more customer interactions moving online, it is hardly surprising that some businesses are no longer content with using the web for self-service alone. These companies, early...
Provided by eGain Communications
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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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Research
Taking Your PMO to the Next Step: The Office of the CIO
Sep 2005
Project management offices (PMOs) have long been responsible for overseeing and developing project management expertise, but forward-thinking companies are now considering them for a new role: the...
Provided by Forrester Research
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Webcasts
Analyst Webcast with Merv Adrian: Leverage your Data Assets Across the Global Enterprise
Mar 2010
We are pleased to have Merv Adrian, IT Market Strategy Analyst, join us in this Sybase sponsored webcast to explore the critical issue of data integration environments in the enterprise - many of...
Provided by Sybase
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Case Studies
Modernized IT Brings National Housing Agency Into the 21st Century
Sep 2009
The agency lacked a central point of contact for its 12,000 users across 80 locations, which led to inconsistent technical assistance. What's more, its systems operated on outdated mainframes that...
Provided by Hewlett-Packard (HP)
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White Papers
Service Desk Consolidation Insight
Dec 2009
If your enterprise has multiple service desks in different geographies using disparate, disjointed tools and supporting diverse but possibly overlapping constituencies, you may be wasting hundreds...
Provided by BMC Software
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White Papers
Crossing the Chasm Between the Service Desk and Operations
Jun 2008
IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and...
Provided by BMC Software
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White Papers
Ride the Express Lane in the Journey to Speed ITIL® Adoption
Jun 2008
The journey to ITIL is challenging and requires clarity of vision and a disciplined execution to achieve that vision. By following ITIL practices, your IT organization will become more closely...
Provided by BMC Software
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Case Studies
BT Financial Group Adopts Business Service Management from BMC
Jan 2009
BT Financial Group's first experience with BMC solutions was with BMC Performance Manager. From there BT adopted a blend of event and service impact management systems in BMC Event Manager and BMC...
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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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
IT Project and Portfolio Management and Application Life Cycle: Understanding the Market and Enabling IT/Business Coordination
Feb 2006
Today, Global 2000 organizations are striving to gain strategic advantage and efficiencies of scale through better governance and management of IT projects and programs. This executive level...
Provided by Borland Software
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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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White Papers
Framework for ICT Technical Support
Mar 2004
ITIL is derived from the collective experiences of ICT technical support providers all over the UK. It represents their learning curve over the last 20 years and has been distilled into a set of...
Provided by British Educational Communications and Technology Agency
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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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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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White Papers
Consolidated Service Desk: The Reality
Jul 2005
There is much hype around the term 'Consolidated Service Desk', but is a CSD myth or reality? Moving on from theory, this paper will focus on the reality of CSD, stripping away the hype and...
Provided by Axios Systems
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Case Studies
Implementing ITIL and HP Service Desk: Short Timeline to Introduce New Standards and Products
Mar 2006
To support the quality initiatives associated with the worldwide rollout of a new system, RGA was adopting ITIL service support standards and implementing HP Service Desk. The need for a strong...
Provided by Neteffects
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Case Studies
Systalians Improves Service Quality and Enables Growth at Optimised Cost for Reunica
May 2009
Systalians needed to increase efficiency to support the growth of the Reunica group - the company's user base has practically tripled in the space of six years. Maintaining service levels through...
Provided by CA
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Case Studies
TransUnion Improves Information Access for Half a Million Customers With More Efficient IT
Nov 2008
TransUnion provides credit and information management services to 50,000 businesses and tens of thousands of consumers around the world. To remain successful, the company must keep its operational...
Provided by CA
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Case Studies
AXA Improves Quality of Service for Millions of Customers With Automated and Standardized IT
Nov 2008
The AXA Group provides a range of financial protection and wealth management services and products to 67 million customers worldwide. The AXA Group wanted to help the group meet its growth...
Provided by CA
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Case Studies
Serco Chooses CA Service Management Technologies to Deliver Outsourced IT Services
Mar 2009
Serco Spa is the Italian branch of a UK services company present in 38 countries worldwide and with 2008 revenues of over £3 billion. Quality of IT service and the ability to define stringent...
Provided by CA
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Case Studies
Baker Tilly Maximises the Time Spent on Fee-Earning Activities With CA EITM Solutions
Jan 2010
Baker Tilly wanted to maximise the time staff and partners spend with clients on fee-earning activities is vital to Baker Tilly's profitability. The challenge was to provide staff with continuous...
Provided by CA
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Case Studies
BMC Software Case Study: Bank CIMB Niaga
Jan 2010
Promises of synergy are fulfilled when the entities coming together are subsequently re-organized so that people and systems work together. The 2008 merger of Indonesian banks Lippo Bank and CIMB...
Provided by BMC Software
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Case Studies
Efficient IT Service Management Increases Competitiveness for Sunrise Communications AG
Apr 2008
Sunrise was faced with the challenge of replacing the existing service desk so that it could continue to cope with increasing requirements. Its main aim was to increase user friendliness and to...
Provided by BMC Software
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Case Studies
BMC Service Desk Express Just the Tonic for Drink Maker's IT User Satisfaction
Jul 2008
Pernod Ricard's expansion and merger history left it with divergent IT systems across wide-ranging Australasian operations. Pernod Ricard wanted to reduce incident call volumes and service desk...
Provided by BMC Software
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Case Studies
Proactive PC Support Improves Service and Lowers TCO
Jan 2009
Based on the success of the tool for IT technicians, Intel IT wanted to extend the benefits of automated diagnosis to their employees. They developed the PC Health Check utility, a robust toolset...
Provided by Intel
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Case Studies
Ontario Realty Corporation Switches to Lexmark MFPs, Offloads Printer Management and Slashes Power Use by More Than 50 Percent
Dec 2008
Beginning in 2002, ORC's IT organization turned to outsourcing as a way to control expenses. In its first test, ORC's help desk was outsourced successfully to Compugen, a Lexmark business partner...
Provided by Lexmark International
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White Papers
ITIL Process and Problem Resolution
Oct 2005
How does the 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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Whitepapers
Improving First-Call Resolution with Team Collaboration Technology
Dec 2009
This new white paper examines key challenges facing customer support organizations and explores the many advantages of collaborative remote support, including ad hoc training, faster first-contact...
Provided by Citrix Online
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Whitepapers
Leveraging the Web Collaboration Capabilities within Remote Support
Nov 2009
This new TSIA white paper provides an overview of Web collaboration, explores how companies are utilizing its capabilities within technical support and details its business value.
Provided by Citrix Online
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Webcasts
The Business Impact of a Workshifting Culture: Corporate America and the Mobile Workforce
Mar 2010
Watch this on-demand webinar with Justin Levy, General Manager of New Marketing Labs and 15-year workshifting veteran. Levy will discuss the evolution of corporate culture and how your company can...
Provided by Citrix Online
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Whitepapers
Engage! How to Avoid the Seven Sins of Live, Online Presentations
Aug 2009
Webinars have become a common business practice. They reduce travel time and costs, increase geographic reach and enable greater efficiency. But to maximize the benefits, you've got to engage...
Provided by Citrix Online
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Webcasts
Up Your EQ (Engagement Quotient!) with 10 Practical Presentation Skills
Mar 2010
Research shows that trainers who can turn passive participants into active participants significantly improve learner retention rates. View this informative one-hour Webinar archive to learn how...
Provided by Citrix Online
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Whitepapers
The Definitive Webinar Marketing eGuide
Dec 2009
This new Quantum Leap Marketing eGuide provides the definitive roadmap for creating a Webinar marketing plan designed to significantly boost sales for your company. The comprehensive eGuide also...
Provided by Citrix Online
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Webcasts
Honing Your Webinar Presentation Skills: The Latest in Professional Development
Apr 2010
Presenting has always been a critical business skill. But with Webinars there's an added twist - you can't see your audience members, and they can't see you. So how do you get and keep their...
Provided by Citrix Online
