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help desk
(295 results)-
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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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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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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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
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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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
Classifying ITIL Processes: A Taxonomy Under Tool Support Aspects
Jul 2006
Providing IT services to customers with better, guaranteed quality has been the aim of many diverse efforts, undertaken under the common denominator "IT Service Management". This paper addresses...
Provided by Institute of Electrical and Electronics Engineers
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White Papers
Problem Management - Why and How?
Nov 2006
This White Paper is for anyone intending to implement a Problem Management Process, based on ITIL principles, or seeking an introduction to Problem Management. By offering ideas and practical...
Provided by Serio
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White Papers
The Benefits of a Single Point of Contact
Aug 2006
In ITIL, the service desk function performs a number of critical tasks. To say it is simply the traditional help desk renamed does not do the service desk justice. In many respects, the service...
Provided by Jupitermedia
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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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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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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
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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....
Provided by BMC Software
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Case Studies
BMC Software Case Study: Lennox International
Oct 2008
Lennox International wanted to keep revenue-generating manufacturing infrastructure running across a dozen distributed plants by without increasing IT support costs. As a solution Lennox...
Provided by BMC Software
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Case Studies
BMC Software Case Study: Logica Australia
Dec 2009
As business demands on IT continue to increase, it only makes sense that the pressure rolls downhill. Business and technology service providers like Logica take on enormous demand from clients,...
Provided by BMC Software
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Case Studies
Swedish Council Maximises Budgets and Improves Public Services With Automated and Integrated It Management
Dec 2009
To ensure the region's 300-plus healthcare facilities receive high-quality and cost-effective IT services, VGR has consolidated its IT operations. With 45,000 workstations, 1,800 servers and...
Provided by CA
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Case Studies
Australian Maritime Safety Authority Safeguards Its Response to Distress Calls With Improved It Service Desk Performance
Nov 2009
To provide a rapid response to distress calls, the authority needs 24x7 access to its search and rescue systems and shipping data. At the same time as maintaining high levels of system...
Provided by CA
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Case Studies
BASF IT Services Supports 60,000 Users Across the World With CA Service Desk Manager
Oct 2009
With such a large user base and diverse infrastructure to support, BASF IT Services faces a massive service management challenge. The company handles 55,000 incidents, 12,000 changes and 15,000...
Provided by CA
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Case Studies
University of Technology, Sydney Reduces Costs and Improves Services for 32,000 Students With CA Service Desk
Aug 2009
UTS is under pressure to provide exceptional IT resources to its students and staff. This requires highly available systems and responsive IT services. To maintain quality of service while...
Provided by CA
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Case Studies
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
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
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
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
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
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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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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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
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
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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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
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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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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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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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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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
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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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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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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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
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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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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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
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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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
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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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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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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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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Resource Center
eBook - How to Drive Better Business Outcomes with Exceptional Web Experiences
Jun 2009
Today's businesses stand to benefit by implementing an enterprise-class portal that provides consistent access to customized tools that improve productivity, fuel innovation, and improve customer...
Provided by IBM
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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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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
-
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
-
White Papers
Classifying ITIL Processes: A Taxonomy Under Tool Support Aspects
Jul 2006
Providing IT services to customers with better, guaranteed quality has been the aim of many diverse efforts, undertaken under the common denominator "IT Service Management". This paper addresses...
Provided by Institute of Electrical and Electronics Engineers
-
White Papers
Problem Management - Why and How?
Nov 2006
This White Paper is for anyone intending to implement a Problem Management Process, based on ITIL principles, or seeking an introduction to Problem Management. By offering ideas and practical...
Provided by Serio
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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
Incident Management - Do's and Don'ts
Nov 2006
This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service...
Provided by Serio
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White Papers
The Benefits of a Single Point of Contact
Aug 2006
In ITIL, the service desk function performs a number of critical tasks. To say it is simply the traditional help desk renamed does not do the service desk justice. In many respects, the service...
Provided by Jupitermedia
-
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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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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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
Six Common Mistakes that Plague IT Projects and Three Keys to Avoiding Them
Apr 2011
What do you get when you cross General George S. Patton, Henry Ford, and the world of IT project management? An assertive and effective way of facing and tackling potential risks and problems in...
Provided by AtTask
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White Papers
Regulatory Compliance and Least Privilege Security
May 2011
This whitepaper covers least privilege security, in particular its impact on regulatory compliance. Microsoft's efforts to reduce the reliance on administrative privileges and improve application...
Provided by Avecto
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White Papers
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
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
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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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
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
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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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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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: Focus on SharePoint Online
May 2011
Are people wondering what Microsoft SharePoint Online is and how it impacts your organization? Are they curious about what role it can play in your employees' productivity experience? Join one for...
Provided by Microsoft
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Podcasts
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
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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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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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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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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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
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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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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White Papers
Meeting the Challenge of Service Request Management
Apr 2007
Enterprises are looking to technology to help them streamline their service request and fulfillment processes end to end. BMC Software is helping customers in this area by extending its Business...
Provided by BMC Software
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White Papers
ITIL Version 3, The Future Is Here
May 2007
ITIL's chief architect, Sharon Taylor, has authored the whitepaper to help the ITSM community understand the changes to ITIL and how the new version, due to be launched May 30th 2007, will provide...
Provided by Axios Systems
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Webcasts
Can HP OpenView Service Desk and Alignability Provide ITIL Out-of-the-Box?
Jun 2007
This webcast covers the HP ITSM Express Pack on the basis of HP OpenView Service Desk (versions 4.5 and 5.0) as well as the Alignability process model. It provides an insight into HP ITMS Express...
Provided by Hewlett-Packard (HP)
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White Papers
You're Virtually There: Remote Support Best Practices and Benefits
Jul 2007
In recent years, a new breed of remote support has become available and is being rapidly adopted in support centers. This free DB Kay & Associates report demonstrates the benefits of these new...
Provided by WebEx Communications
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Case Studies
SAP Solution Manager Enables Major Insurance Provider to Create Streamlined Support Processes
Sep 2007
With the number of customers and SAP solutions on the rise, AXA's SAP Customer Competence Center required a more efficient tool. This need became particularly acute when the center was tasked with...
Provided by SAP
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Case Studies
Automation Technology Leader Uses SAP Solution Manager to Help Support 20,000 SAP Users Across 85 Systems Worldwide
Sep 2007
When automation technology leader ABB set out to improve operations of its worldwide SAP systems, the company chose the SAP Solution Manager application management platform. The platform provides...
Provided by SAP
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Case Studies
GIE Informatique Arpege Uses BMC Remedy Solutions to Unify and Centralize Support Services for Enhanced Performance and Improved Quality of Service
Sep 2007
GIE informatique Arpege wanted a unifying help desk and change management services. GIE informatique Arpege chose BMC Remedy IT Service Management solutions to improve its services by gradually...
Provided by BMC Software
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White Papers
Nucleus Research: ROI Measurements for Remote Support
Oct 2007
Read this report from Nucleus Research to learn how WebEx Support Center enables customer support centers and internal IT help desks to increase productivity, reduce costs, and increase customer...
Provided by WebEx Communications
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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
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
