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help desk
(295 results)-
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
-
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
-
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
-
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
-
Webcasts
The Top 10 Tips for Successful Webinars
Aug 2009
Join CBS Interactive and Adobe to receive a comprehensive overview of the most promising strategies and solutions for highly effective online presentations: • Learn why content is king as well as...
Provided by Adobe Systems
-
Webcasts
Your Webinar Questions - Answered!
Sep 2009
In this Adobe recorded webinar, Ken Molay, president of Webinar Success, answers questions about web seminars and web conferencing regarding planning, preparing, promoting, and delivering webinars.
Provided by Adobe Systems
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Webcasts
Educational Webinars 101: What you need to know
Dec 2009
Find out what you need to consider before implementing webinars as an effective way to deliver training and education for employees, partners, or customers.
Provided by Adobe Systems
-
Webcasts
Webinar for the Large Enterprise
Jan 2010
Ken Molay, president of Webinar Success, discusses the use of webinars and web conferencing as an enterprise-wide business asset. Your large enterprise has requirements and opportunities that are...
Provided by Adobe Systems
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Webcasts
Secrets of Lead Generation Webinars with Ken Molay of Webinar Success
Feb 2010
Learn how to prepare, produce, and deliver marketing webinars that build enthusiasm among your target prospects.
Provided by Adobe Systems
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Case Studies
Almacenes Olimpica Chain, Timely Service Management of Their Internal and External Customers
Oct 2007
Almacenes Olímpica chain of drugstores, supermarkets and hypermarkets was founded in Colombia in 1953 with a drugstore located on Calle de las Vacas in Barranquilla. After a detailed market study...
Provided by CA
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Webcasts
The Mobile Service Desk: Less Cost, More Success
Dec 2009
For companies looking to reduce support costs and boost customer service, BMC Software and Aeroprise introduce mobile BMC Remedy. Organizations can quickly extend BMC Remedy applications to...
Provided by BMC Software
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Whitepapers
Faster Problem Resolution with Efficient Remote Support Capabilities
Jul 2010
This three-part eGuide explores how user-centric remote support addresses today's IT help desk challenges, simplifies the troubleshooting process and speeds problem resolution.
Provided by Citrix Online
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White Papers
Managing Lotus Notes Clients With Cooperteam's Desktop Manager
Jul 2009
Cooperteam's Desktop Manager is the most comprehensive Lotus Notes administration tool available in the market, providing the broadest range of administrative services based upon years of...
Provided by Cooperteam
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White Papers
Maximize the Productivity of Your Help Desk With Proxy Networks Remote Support Software
Oct 2009
As a help desk professional, there is no doubt facing a challenging work environment. Staffing cuts have required fewer professionals to manage more and more desktops, with increasingly complex...
Provided by Proxy Networks
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White Papers
Implementing Your Help Desk
Apr 2008
This white paper offers practical advice to help to choose the right Help Desk software for the organization, along with step-by-step procedures and timelines for implementing an efficient,...
Provided by Datawatch
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White Papers
The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
Sep 2009
In today's turbulent economy, midsize and enterprise organizations are faced with increasingly tough challenges. Due to flat or shrinking budgets, many IT departments are coming under pressure to...
Provided by Symantec
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White Papers
Getting the Most From Your Help Desk Cost Reduction Strategies for Service: Desk / Help Desk Automating
Nov 2008
Today's I.T helpdesk serves a complex and varied set of responsibilities. Helpdesk technicians are expected to address issues ranging from simple tasks such as showing users how to format...
Provided by turbo-IT
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Case Studies
Online Support Help Desk Services Remote Monitoring Systems Integration
Jan 2010
World market leader, Essilor, has for many years outsourced its corporate IT help desk and remote monitoring and intervention functions to TechTeam Global. The problems they was facing were Drive...
Provided by TechTeam Global
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Case Studies
Helping Nucor Hickman's IT Group Solve a Business Issue of Their Own
Sep 2009
Nucor Hickman's IT group, based in Hickman, Arkansas is made up of a rather modest twenty-three members when compared to similar teams in some of the other fifty plus independent and autonomously...
Provided by MKS
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Case Studies
Infosys Streamline Back Office Operations for a Leading European Telecom Service Provider Enabling It to Lower Total Cost of Ownership
Nov 2009
The telecom industry is witnessing intense competition due to consolidation of operations, rapid advances in technology, quickly changing consumer preferences and flatter pricing structures. The...
Provided by Infosys Technologies
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Case Studies
Novell Success Story: Beech Grove City Schools
Feb 2009
Beech Grove City Schools is a school district for the City of Beech Grove, located within Indianapolis. The district lacked a centralized help desk and had no efficient way to log user issues and...
Provided by Novell
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Case Studies
KPIT Cummins Reduces IT Support Overhead by 25 Percent
Aug 2010
KPIT Cummins provides product engineering solutions, enterprise IT and business process outsourcing services to help organisations enhance their competitive advantage. To safeguard customer...
Provided by CA
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Case Studies
Turkish Aerospace Industries, Inc. Safeguards Productivity and Competitive Advantage With Automated IT Management
Jan 2010
Providing staff with continuous access to advanced IT systems is crucial if TAI is to meet customer expectations and manufacturing deadlines. To ensure IT availability can be achieved without...
Provided by CA
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Case Studies
Centris Optimises Support for More Than 4,500 Users With Integrated Service Desk
May 2010
To provide support to customers using SHP, which includes a packaged service desk module, Centris needed to improve its change, release and incident management processes. The company also required...
Provided by CA
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Case Studies
Indian Bank Improves Services Availability With IT Management
Jul 2010
Indian Bank is a government-owned bank, responsible for providing a wide range of financial services to people in some of the poorer areas of the country. The bank has 1,756 branches and 19,000...
Provided by CA
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Case Studies
University of New South Wales Improves IT Service Quality and Cost Control With Centralised Management
May 2010
To achieve its academic goals within cost constraints, UNSW is focused on breaking down barriers between faculties and disciplines, providing a more consistent level of service delivery. The...
Provided by CA
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Case Studies
Raymond James Enhances Service Quality Across 1.9 Million Client Accounts With Integrated IT Management
Jan 2010
Financial advisors use a vast portfolio of applications for key tasks, such as trading, creating client statements and reviewing gain/loss information. With IT so intrinsically linked to the...
Provided by CA
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Case Studies
ING Improves IT Service Quality for Its BIS Division With Oblicore Guarantee
May 2010
To ensure reliability of IT services during the relocation of its primary European datacenter, ING established several service level agreements to track the availability and responsiveness of IT...
Provided by CA
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Case Studies
Erste Group Reduces the Cost and Complexity of IT Service Support in Eight Countries With CA Service Desk Manager
Jan 2010
To facilitate profitable growth, Erste Group needed to increase efficiency and decrease costs. The company's fragmented, labour-intensive IT infrastructure was an obstacle to achieving these...
Provided by CA
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Case Studies
Fujitsu Case Study: Schiphol Group
Jan 2008
Schiphol Group is an owner and operator of airports. To consolidate and standardise its IT services at the Schiphol location, Schiphol Group decided to outsource the desktop management and help...
Provided by Fujitsu
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Case Studies
We Can See That in a Short Time User Satisfaction Has Increased Dramatically
Mar 2010
Electrolux is a global leader in household and professional appliances. Electrolux wanted to improve the quality of its IT service whilst significantly reducing costs. It looked for a partner that...
Provided by Fujitsu
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Case Studies
Sun Helps Global Pharmaceutical Company Improve Efficiency With ITIL Methodology
Apr 2009
Based in Ingelheim, Germany, is one Boehringer Ingelheim Group of the 20 largest pharmaceutical companies in the world, with 135 affiliates in 47 countries and 39,800 employees. Boehringer...
Provided by Oracle
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Case Studies
KVH Reinforces Customer Helpdesk Capabilities With Integrated CRM Platform
Apr 2009
KVH wanted to build a customer relationship management system capable of handling an increasing number of calls and keep workforce expansion to a minimum. The challenge was to launch new local...
Provided by Oracle
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Webcasts
BMC Service Request Catalog as an iPhone App
Aug 2010
The massive popularity of Apple's iPhone (and iPad) is not limited to the consumer market. Many IT organizations capitalize on the slick device to reduce help-desk call volume. With BMC Service...
Provided by BMC Software
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Webcasts
BMC ServiceDesk on Force.com Demo
May 2010
Align IT to business services with easy to use and configure, low cost, rapidly deployed technology using an ITIL compatible SaaS and/or on premise solution. With BMC ServiceDesk Suite, one will:...
Provided by BMC Software
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Webcasts
Mobile BMC Remedy OnDemand - Endless Possibilities
May 2010
Imagine a help desk in the clouds that one can access anywhere, anytime. From zero infrastructure hassles to always-on apps, attend this webcast to learn about the endless possibilities BMC Remedy...
Provided by BMC Software
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White Papers
Help Desk and the e-Mail Trap: An Analysis Outlining the Issues Surrounding e-Mail Based Support for IT and Customer Support Organizations
Sep 2008
The Help Desk function is too often seen as a necessary and grudging cost of doing business. It takes resources for what appears to be a non-productive burden - a necessary evil that subtracts...
Provided by Internet Software Sciences
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White Papers
Benefits of an ITIL Help Desk in the Cloud: A New ITIL Solution for Small-to-Medium Businesses
May 2010
Smaller IT organizations, such as those serving Small-to-Medium Businesses (SMBs) and departments within larger organizations must deliver world-class service on a small company budget. With...
Provided by BMC Software
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Case Studies
Giva Case Study: Sills Cummis & Gross
Mar 2010
Founded in 1971, the law firm of Sills Cummis & Gross has established an outstanding global reputation. Sills Cummis & Gross wanted to implement Service Level Agreements (SLAs) so that they could...
Provided by Giva
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Case Studies
Giva Case Study: Patient Care Technology Systems
Jun 2008
Patient Care Technology Systems (PCTS) is a leading developer of intelligent workflow automation solutions and services which enable health care providers to improve the efficiency and safety of...
Provided by Giva
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White Papers
Implementing Your Help Desk
Apr 2008
This white paper offers practical advice to help to choose the right Help Desk software for the organization, along with step-by-step procedures and timelines for implementing an efficient,...
Provided by Datawatch
-
White Papers
Maximize the Productivity of Your Help Desk With Proxy Networks Remote Support Software
Oct 2009
As a help desk professional, there is no doubt facing a challenging work environment. Staffing cuts have required fewer professionals to manage more and more desktops, with increasingly complex...
Provided by Proxy Networks
-
White Papers
Managing Lotus Notes Clients With Cooperteam's Desktop Manager
Jul 2009
Cooperteam's Desktop Manager is the most comprehensive Lotus Notes administration tool available in the market, providing the broadest range of administrative services based upon years of...
Provided by Cooperteam
-
Whitepapers
Faster Problem Resolution with Efficient Remote Support Capabilities
Jul 2010
This three-part eGuide explores how user-centric remote support addresses today's IT help desk challenges, simplifies the troubleshooting process and speeds problem resolution.
Provided by Citrix Online
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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
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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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
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
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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Webcasts
The Mobile Service Desk: Less Cost, More Success
Dec 2009
For companies looking to reduce support costs and boost customer service, BMC Software and Aeroprise introduce mobile BMC Remedy. Organizations can quickly extend BMC Remedy applications to...
Provided by BMC Software
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Case Studies
Almacenes Olimpica Chain, Timely Service Management of Their Internal and External Customers
Oct 2007
Almacenes Olímpica chain of drugstores, supermarkets and hypermarkets was founded in Colombia in 1953 with a drugstore located on Calle de las Vacas in Barranquilla. After a detailed market study...
Provided by CA
-
Webcasts
Secrets of Lead Generation Webinars with Ken Molay of Webinar Success
Feb 2010
Learn how to prepare, produce, and deliver marketing webinars that build enthusiasm among your target prospects.
Provided by Adobe Systems
-
Webcasts
Webinar for the Large Enterprise
Jan 2010
Ken Molay, president of Webinar Success, discusses the use of webinars and web conferencing as an enterprise-wide business asset. Your large enterprise has requirements and opportunities that are...
Provided by Adobe Systems
-
Webcasts
Educational Webinars 101: What you need to know
Dec 2009
Find out what you need to consider before implementing webinars as an effective way to deliver training and education for employees, partners, or customers.
Provided by Adobe Systems
-
Webcasts
Your Webinar Questions - Answered!
Sep 2009
In this Adobe recorded webinar, Ken Molay, president of Webinar Success, answers questions about web seminars and web conferencing regarding planning, preparing, promoting, and delivering webinars.
Provided by Adobe Systems
-
Webcasts
The Top 10 Tips for Successful Webinars
Aug 2009
Join CBS Interactive and Adobe to receive a comprehensive overview of the most promising strategies and solutions for highly effective online presentations: • Learn why content is king as well as...
Provided by Adobe Systems
-
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
-
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
-
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
-
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
-
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
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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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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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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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
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
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 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
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
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
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
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
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
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
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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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
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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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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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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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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Case Studies
Giva Case Study: Patient Care Technology Systems
Jun 2008
Patient Care Technology Systems (PCTS) is a leading developer of intelligent workflow automation solutions and services which enable health care providers to improve the efficiency and safety of...
Provided by Giva
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Case Studies
Giva Case Study: Schulte Roth & Zabel
Mar 2010
Schulte Roth & Zabel is among the top 100 law firms in the world. The attorneys at SR&Z have access to many applications and services to keep them productive. If attorneys are not productive, then...
Provided by Giva
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Case Studies
For Good Customer Service It Pays to Think Lean
Sep 2009
VocaLink is a specialist provider of transaction services to banks, corporate customers and government departments. VocaLink wanted to improve the overall effectiveness and quality of the customer...
Provided by Fujitsu
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Case Studies
Outsourcing Partnership Pays Real Dividends
Feb 2008
With a turnover of over ?100 billion in 2006 and 166,000 employees, Allianz Group is one of the world's leading financial institutions. Allianz's extensive IT infrastructure in Germany was being...
Provided by Fujitsu
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Whitepapers
Optimized Virtualization with Citrix, Dell & Intel
Aug 2010
To succeed in today's increasingly complex and demanding business environments, IT departments must be able to take on greater workloads, support greater demand for user productivity and manage...
Provided by Dell, Inc., Intel, Inc. & Citrix Systems
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Case Studies
Support Makeover Earns Coremetrics Top Analyst Marks - Even as Company Reduces Support Costs
Nov 2009
Every day, more than 2,000 online business sites globally - with transactions representing over $20 billion per year - rely on Coremetrics to optimize their online marketing. Coremetrics...
Provided by Parature
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Whitepapers
The New World of Project Based Work
Sep 2010
This SPI white paper, based on the 2010 PS Maturity Model Benchmark survey, analyzes the market for remote service delivery and explores how a product like Citrix® GoToAssist®...
Provided by Citrix Online
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Whitepapers
Best Practices Case Study: Support Center Solutions
Sep 2010
This SupportIndustry.com case study explores how Citrix® GoToAssist® Corporate™ enables support technicians at Spectrum to effectively assist customers remotely while nurturing...
Provided by Citrix Online
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Whitepapers
The Power of Remote Support in Battling Today's Top Customer Support Issues
Sep 2010
This TSIA white paper identifies the 6 toughest issues impacting service and support organizations today and explores how remote support technology can successfully tackle each.
Provided by Citrix Online
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Whitepapers
Webinars 2.0: Maximizing Webinars with Social and Interactive Engagement
Sep 2010
Read this white paper to uncover the 7 areas to maximize a webinar program.
Provided by Citrix Online
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Whitepapers
A Webinar Organizer's Checklist
Sep 2010
This new Webinar Success white paper provides guidelines on how to produce and manage successful Webinars - from the first (and most important) step of defining purpose and expectations to...
Provided by Citrix Online
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White Papers
Oracle VM Server for SPARC Enabling a Flexible, Efficient IT Infrastructure
Jun 2010
IT organizations constantly seek technology that can lower the cost and complexity of managing ever-expanding compute environments. Toward that end, enterprises need strategies and tools that help...
Provided by Oracle
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White Papers
Web-Based Service Desk and Asset Management: Zeus and the World of Broadcast - Zeus - Working Hard, so You Don't Have To!
Nov 2008
Traditional Service Desk and Asset Management systems, including legacy systems that require installation and maintenance of software on each desktop, are typically either an asset management...
Provided by Obor Digital
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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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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
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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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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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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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
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
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
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
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
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
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
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
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
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
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
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
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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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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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
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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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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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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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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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
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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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
