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help desk
(295 results)-
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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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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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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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
Recruit and Build the Right Team for Your Service Desk
Jul 2011
Your people are your most valuable asset. "To build the right team of people for your service desk, you need a comprehensive and pragmatic recruitment process." This new Service Desk Institute...
Provided by Citrix Online
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Whitepapers
Loss from Legacy: Management challenges of legacy contact center systems
Oct 2012
In an increasingly connected world, customers expect a rich, always-on, multimedia experience. Enterprises with legacy Contact Centers are losing out in the battle for customer loyalty....
Provided by Genesys
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eBooks
Webinar Ready: A Step by Step Guide to Hosting Successful Webinars
Oct 2012
Like any good performance, the live webinar should capture attention and stir discussion. For the content marketer, this conversation ends only when the curtain falls on a successful sale. You're...
Provided by Citrix Online
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Whitepapers
The Secret Formula for Webinar Presentations that Work Every Time
Oct 2012
Text-heavy slides and large photos bore your audience and bog down the presentation. It's time to redesign your slide deck with a few simple tricks. One of the most important factors in your...
Provided by Citrix Online
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Whitepapers
The Power User's Guide To Successful Webinars
Oct 2012
Webinars are powerful tools - especially when you know how to create, promote and deliver them like a power user. Interactive online webinars have emerged as the gold standard in B2B marketing....
Provided by Citrix Online
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Whitepapers
CIO Whitepaper - 10 Reasons to Modernize the Desktop
Oct 2012
IT departments need a solution that meets the evolving needs of both the employees and IT-- something not possible with a traditional PC model. This paper illustrates the benefits of moving...
Provided by VMware
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Whitepapers
Driving Operational Efficiency: A Guide to Using AirWave 7 for Service Desk Troubleshooting
Nov 2010
In a typical IT organization, the service desk takes incoming user support calls and determines whether the problem is an individual user or device issue or a broader network issue that might...
Provided by Aruba Networks
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Webcasts
Customer Spotlight: How IPC The Hospitalist Company Implemented Oracle on Vmware
Aug 2011
Have you been looking to hear about customer's experiences with the new VMware vCenter Site Recovery Manager product? View this webcast to learn about VMware customer, Navicure, and their...
Provided by VMware
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Case Studies
Major Healthcare Organization Improves the Health of Its Network
Jul 2009
North Lincolnshire Primary Care Trust (PCT) and North East Lincolnshire Care Trust Plus (CTP) includes two major hospitals and 58 General Practitioner offices. Northern Lincolnshire Trust...
Provided by WatchGuard Technologies
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White Papers
Productivity Gains from Making Remote Support Virtual
Aug 2007
Support virtualization enables your support reps to be at multiple locations at once, solving support issues with unbelievable speed and effectiveness. Over 3,500+ organizations have...
Provided by Bomgar
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Webcasts
Develop & Test for Massive Scalability with Travelport
Sep 2011
In this webinar, learn firsthand how to: Proactively architect and test for scalability and performance as early as possible Manage collaboration within a globally-distributed development...
Provided by dynaTrace software
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White Papers
Best Practices for At-Home Agents
Feb 2008
What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take an occasional...
Provided by Avaya
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Presentations
Unified Communications: Presence/Status/Mobility/Collaboration
Dec 2007
In this fast-paced 5-minute Flash presentation, follow fictional Operations Manager Sam Jones as she efficiently responds to a complex, multilevel client emergency using the tools of Unified...
Provided by NEC Unified Solutions
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Webcasts
Forrester Best Practices: Improve IT Service Delivery and Support
May 2008
Most IT managers are stumped when it comes to capturing the right IT metrics and then effectively conveying their relevance to management. Decision makers tend to focus on the one metric they...
Provided by Citrix Online
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Case Studies
Epicor Software Case Study: Physicians Sales & Services
Dec 2007
As the country's largest provider of medical supplies to the physician market, Physician Sales & Service, Inc. relies on technology to fulfill the inventory needs of office-based physicians...
Provided by Epicor Software
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Case Studies
Epicor Software Case Study: Viewpoint Construction Software
Dec 2007
After 20 years of providing accounting, project management and estimating software to the construction industry, Viewpoint Construction Software understands the advantages of building on top of a...
Provided by Epicor Software
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Case Studies
Epicor Software Case Study: The Dutch Railway
Dec 2007
Every day, the Dutch Railway (Nederlandse Spoorwegen) transports over a million passengers and plays a crucial role in the area of mobility in the Netherlands. An elaborate infrastructure - both...
Provided by Epicor Software
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Case Studies
Epicor Software Case Study: Physician Sales and Service
Dec 2007
Physician Sales & Service, Inc. (PSS) was founded in 1983 with a mission to fulfill the inventory needs of office-based physicians by providing unique and innovative services. With a team of 4,200...
Provided by Epicor Software
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Case Studies
Epicor Software Case Study: Joint Service International
Dec 2007
Joint Service International (JSI) is the European licencee of O'Neill, a sports fashion company renowned for its surfing, winter sports and casual clothing. From its European headquarters in...
Provided by Epicor Software
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Case Studies
Epicor Software Case Study: US Airways Federal Credit Union
Jan 2008
In creating an online banking venue for its members, US Airways FCU formed its Electronic Services Department, with responsibility for managing all member requests and issues about the online...
Provided by Epicor Software
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Case Studies
Hull City Council Rolls Out Cross-Functional Service Desk Support to Entire Organization of 14,000 People
Apr 2009
Hull City Council is the governing body for the City of Kingston Hull employing 14,000 people and serving more than 250,000 constituents across 23 wards. Hull City Council needed a solution to...
Provided by Axios Systems
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Case Studies
Northgate Achieves £1 Million Annual Revenue Improvement by Reallocating 1,000 Man Days Per Year Using assyst
Apr 2009
Northgate Information Solutions (IS) Limited, a leading Managed Service Provider (MSP), manages "Mission critical" services for 500,000 users across the UK, supporting more than 125,000 desktops...
Provided by Axios Systems
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Case Studies
Hornbill~s Supportworks Meets the University of Sheffield~s Challenge for Campus IT Service Desk
Mar 2008
With over 24,000 students from 118 countries and almost 6,000 members of staff, the University of Sheffield is one of the UK's leading and largest universities. Like many large organisations, the...
Provided by Hornbill Systems
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Case Studies
Becoming a Proactive Software Solutions Provider - An XYPRO Technology Corporation Case Study
Jun 2008
XYPRO Technology Corporation provides consulting services and software products to companies who manage and transport business-critical data on a large or very large scale. With a growing business...
Provided by PhaseWare
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Whitepapers
Put ITIL best practices to work for your business
Jul 2007
What do the new ITIL® standards mean for a small business? This view into ITIL best practices in service management shows how you can maximize the business value of your technology. With an...
Provided by IBM
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Whitepapers
Streamline Your Business with Innovative Tools
Feb 2009
Citrix Online has put together a practical guide that explores how Web-based solutions have enabled real companies to achieve remarkable results, such as reducing cost per sale by 75 percent;...
Provided by Citrix Online
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Case Studies
Merck Serono International S.A. Integrates Disparate Systems and Improves Help Desk Services
Feb 2009
Merck Serono International S.A. wanted to integrate the accounting systems from several locations worldwide and coordinate requests for assistance related to finance and distribution from...
Provided by Oracle
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White Papers
Self-Service Best Practices
Aug 2008
TechExcel stands at the forefront of the rapidly changing market for web-based tools intended for self-service. The Help Desk Institute estimates that each ¬first level incident will cost about...
Provided by TechExcel
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Case Studies
Vyom Labs Case Study: A Fortune 500 Company
Sep 2008
Company want to streamline the helpdesk process using a bespoke application developed on top of ARS which will provide functionality comparable to that of ITSM Service desk. Various addition...
Provided by Vyom Labs
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Case Studies
Vyom Labs Case Study: One of the Largest Banks in UAE
Sep 2008
BMC Remedy ITSM7 is a single integrated suite of products consisting of Service Desk, Change Management, SLM and Asset Management. In the bank's environment of ITSM6, high customisations are done...
Provided by Vyom Labs
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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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White Papers
Support and Service Overview
Feb 2008
InterCall Video Conferencing provides effective face-to-face communication while reducing the time and expense associated with business travel. InterCall is committed to providing industry leading...
Provided by InterCall
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White Papers
Simplifying the Campus Help Desk
Aug 2008
Supporting faculty, staff, and students in a campus setting is no small task. The challenges of supporting end-users in a geographically dispersed and technologically irregular environment may...
Provided by Bomgar
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White Papers
Improving the Links Between IT and Consumer Service
Jan 2008
Customer service is one of the key tasks of a high-performing IT department, and IT leaders must ensure that they are providing top customer service to both their internal and external customers....
Provided by SkillSoft
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White Papers
Enterprise Incident Resolution
Nov 2007
Current support desk products enable help desks to track and monitor trouble tickets, but they rarely empower help desk personnel to resolve support incidents. There is no unified solution to help...
Provided by Bomgar
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Case Studies
Australian Financial Company Virtually Eliminates On-Site Support Visits Using Appliance-Based Remote Desktop Support Solution
Aug 2008
Australian Finance Group (AFG), the largest third-party wholesaler of mortgages in Australia, processes an average of over 6000 residential mortgages worth a total of over $2 billion per month and...
Provided by Bomgar
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White Papers
Transforming Customer Service With the Smart Help Desk
Apr 2008
The environment of Help Desks and Customer Service is changing rapidly today. Instead of merely responding to a disgruntled caller with a problem, then solving the problem, or worse, taking down...
Provided by Cynergy Software
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Webcasts
Webinar: Make Customer Experience a Cornerstone of Your Revenue Strategy
Jul 2008
Watch this Webinar to hear Jeffery Tarter, Executive Director of the Association of Support Professionals (ASP), discuss the major industry shift from break-fix support to strategic customer...
Provided by Citrix Online
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Whitepapers
3 Steps to Creating Personalized Customer Support Experiences
Feb 2008
This Service & Support Professionals Association (SSPA) White Paper reveals strategies for creating personalized customer experiences, including: Establishing reward programs for outstanding...
Provided by Citrix Online
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Whitepapers
The Virtual Support Center: Delivering Support Anytime, Anywhere
Nov 2008
This new SupportIndustry.com white paper examines key benefits of a virtual support center, including significantly reduced costs improved service delivery and improved customer and employee...
Provided by Citrix Online
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Whitepapers
Driving IT help desk efficiency with customer-centric remote support
Sep 2008
IDC predicts that by 2011, 73 percent of the U.S. workforce will be mobile, inevitably increasing the pressure. That's why more companies are turning to Web-based, customer-centric remote support...
Provided by Citrix Online
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Whitepapers
Balancing Customer Intimacy with Self-Sufficiency
Dec 2008
Self-service continues to rock the support world because it drastically frees up representatives' time and reduces expenses. But are there hidden costs of self-service? This white paper explores...
Provided by Citrix Online
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Whitepapers
How to Deliver Superior Professional Services Cost-Effectively
Oct 2008
This new Ziff Davis White Paper examines new strategies for improving operations and exceeding client expectations, despite today's economic climate. Remote service delivery is proving to be a...
Provided by Citrix Online
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Whitepapers
Experience Measurable Gains with Remote Services and Support
Oct 2008
IT consultants and Professional Services (PS) organizations have much to gain with remote services and support delivery - namely reduced travel costs, increased margins and improved billable...
Provided by Citrix Online
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Whitepapers
IT Help Desk Executive Survey Summary: How organizations use technology to support a distributed workforce
Jun 2007
Today's workforce is a mobile one � more likely to be on the go than sitting in an office down the hall from the IT help desk. This shift in the traditional workspace has introduced new, more...
Provided by Citrix Online
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Whitepapers
How to Close IT Tickets Faster with Remote Support
Jun 2008
With today's growing number of remote and distributed employees, addressing IT tickets in person is no longer a viable option � especially when your objective is to provide efficient,...
Provided by Citrix Online
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Whitepapers
Association of Support Professionals Research: Best Practices for Translating Customer Satisfaction into Revenue
Jun 2007
Today's support organizations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is...
Provided by Citrix Online
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White Papers
Tired of the Same Old Song? Crank Up the ROI of Your Help Desk
Nov 2008
The help desk can be a rich resource for cost savings and ROI on the people, process and technology investments you've already made. Read this document to learn more about how to maximize your...
Provided by CDC Software
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White Papers
40 to 80 In No Time Flat - Proven Techniques to Drive First Call Resolution
Apr 2008
The gathering and use of metrics to manage system performance is a common IT practice. Over the last 15 years, similar techniques to assess and manage human performance within IT organizations...
Provided by CDC Software
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White Papers
Providing Immediate ROI and Productivity Gains with NetOp Remote Control
Nov 2008
IT professionals are liable for maintaining an organization's numerous computers, an expensive and time-consuming task that is compounded with the proliferation of branch offices, home offices and...
Provided by NetOp Tech
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Webcasts
Case Study Webcast: How a top California School District Chose its Help Desk
Oct 2008
Franklin-McKinley School District used to manage IT incidents on paper, then via spreadsheet. They tried a monolithic help desk system, but users complained that it was too complicated. In this...
Provided by SchoolDude.com
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White Papers
Total Support: Achieving sustainable business growth with a remote support solution
Oct 2008
Successfully expanding and supporting a geographically dispersed business requires big-picture vision, real-world analysis, pragmatic planning, and a relentless focus on execution. It also...
Provided by NTRglobal
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White Papers
The Future of SaaS and IT Infrastructure Management: A Survey of IT Decision Makers in North America
Aug 2008
This new Research Report gives insights and perspective on Software as a Service (SaaS) as it pertains to IT Infrastructure Management. The research found that most large enterprises and...
Provided by Dell
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White Papers
The Microsoft Office Fluent User Interface: IT Decision Maker Perception of Productivity, Training, and Support Requirements
Aug 2007
This white paper presents the results of a commissioned study conducted by Forrester Consulting on behalf of Microsoft Corporation to help IT organizations that are considering adopting the 2007...
Provided by Microsoft
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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
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Whitepapers
Integrating Network Monitoring and the Help Desk for Expedited Problem Resolution
Sep 2012
You Really CAN Speed Help Desk Problem Resolution It's no secret - when an issue hits the help desk, you need to solve it RIGHT NOW. Are you getting to resolution time fast enough? In this Quest...
Provided by Quest Software, now a part of Dell
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Whitepapers
Taking the Help Desk Further
Sep 2012
Get the Most From Your Help Desk! Organizations that have implemented at least a basic help desk system know how valuable these solutions are. By helping to coordinate user requests and IT's...
Provided by Quest Software, now a part of Dell
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Whitepapers
Taking a SIP: What Executives Should Know About IP Transformation in the Contact Center
Oct 2012
The emergence of the SIP (Session Initiation Protocol) open standard is speeding the adoption of IP-based solutions and simultaneously delivering compelling business benefits and opportunities for...
Provided by Genesys
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Whitepapers
Loss from Legacy: Management challenges of legacy contact center systems
Oct 2012
In an increasingly connected world, customers expect a rich, always-on, multimedia experience. Enterprises with legacy Contact Centers are losing out in the battle for customer loyalty....
Provided by Genesys
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Whitepapers
Genesys SIP - Empowering Enterprise-wide Customer Service
Oct 2012
This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to...
Provided by Genesys
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eBooks
Webinar Ready: A Step by Step Guide to Hosting Successful Webinars
Oct 2012
Like any good performance, the live webinar should capture attention and stir discussion. For the content marketer, this conversation ends only when the curtain falls on a successful sale. You're...
Provided by Citrix Online
-
Whitepapers
The Secret Formula for Webinar Presentations that Work Every Time
Oct 2012
Text-heavy slides and large photos bore your audience and bog down the presentation. It's time to redesign your slide deck with a few simple tricks. One of the most important factors in your...
Provided by Citrix Online
-
Whitepapers
The Power User's Guide To Successful Webinars
Oct 2012
Webinars are powerful tools - especially when you know how to create, promote and deliver them like a power user. Interactive online webinars have emerged as the gold standard in B2B marketing....
Provided by Citrix Online
-
Whitepapers
CIO Whitepaper - 10 Reasons to Modernize the Desktop
Oct 2012
IT departments need a solution that meets the evolving needs of both the employees and IT-- something not possible with a traditional PC model. This paper illustrates the benefits of moving...
Provided by VMware
-
Whitepapers
Driving Operational Efficiency: A Guide to Using AirWave 7 for Service Desk Troubleshooting
Nov 2010
In a typical IT organization, the service desk takes incoming user support calls and determines whether the problem is an individual user or device issue or a broader network issue that might...
Provided by Aruba Networks
-
Whitepapers
Why Your Current Service Desk Is Failing Your Business and What To Do About It
Sep 2012
This paper analyses why legacy and even newer platforms are not delivering on business expectations: Top challenges faced by organisations 4 key requirements for a true service management...
Provided by Computer Associates
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Resource Center
Gartner Positions Cisco as Leader
Feb 2013
Learn how Cisco WebEx goes beyond meetings with IM, social and telepresence. WebEx is a set of collaboration applications that provides compelling integrated experiences enabling users to connect...
Provided by Cisco
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White Papers
Profitable Strategies for Optimizing Help Desk Operations
Sep 2007
In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically, rather than...
Provided by SupportSoft
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Webcasts
Customer Spotlight: How IPC The Hospitalist Company Implemented Oracle on Vmware
Aug 2011
Have you been looking to hear about customer's experiences with the new VMware vCenter Site Recovery Manager product? View this webcast to learn about VMware customer, Navicure, and their...
Provided by VMware
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Whitepapers
The Total Economic Impact™ of VMware ThinApp report (Forrester Research whitepaper)
Sep 2010
In July 2010, VMware commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying ThinApp. The purpose of...
Provided by VMware
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White Papers
Using Six Sigma to Improve IT Help Desk Customer Service
Mar 2011
Within most organizations, the Information Technology (IT) department typically provides the infrastructure, implementation, and administration of hardware, software, networking, and database...
Provided by University of Houston
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White Papers
Cost of a Data Breach
Aug 2011
A 2009 annual study examining the cost incurred by 45 organizations after experiencing a data breach. Offers information on understanding financial impact, customer turnover and preventive solutions.
Provided by CDW & Symantec
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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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Case Studies
Major Healthcare Organization Improves the Health of Its Network
Jul 2009
North Lincolnshire Primary Care Trust (PCT) and North East Lincolnshire Care Trust Plus (CTP) includes two major hospitals and 58 General Practitioner offices. Northern Lincolnshire Trust...
Provided by WatchGuard Technologies
-
White Papers
Productivity Gains from Making Remote Support Virtual
Aug 2007
Support virtualization enables your support reps to be at multiple locations at once, solving support issues with unbelievable speed and effectiveness. Over 3,500+ organizations have...
Provided by Bomgar
-
Webcasts
Develop & Test for Massive Scalability with Travelport
Sep 2011
In this webinar, learn firsthand how to: Proactively architect and test for scalability and performance as early as possible Manage collaboration within a globally-distributed development...
Provided by dynaTrace software
-
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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White Papers
Best Practices for At-Home Agents
Feb 2008
What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take an occasional...
Provided by Avaya
-
Presentations
Unified Communications: Presence/Status/Mobility/Collaboration
Dec 2007
In this fast-paced 5-minute Flash presentation, follow fictional Operations Manager Sam Jones as she efficiently responds to a complex, multilevel client emergency using the tools of Unified...
Provided by NEC Unified Solutions
-
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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Webcasts
Forrester Best Practices: Improve IT Service Delivery and Support
May 2008
Most IT managers are stumped when it comes to capturing the right IT metrics and then effectively conveying their relevance to management. Decision makers tend to focus on the one metric they...
Provided by Citrix Online
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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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Webcasts
Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup
Jun 2008
Keep your internal customers, support and development teams informed--from first call to final fix--with insight at every step along the way. View this Serena webinar to see how Business Mashups...
Provided by Serena Software
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Webcasts
Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services
Jan 2008
The IT help desk is the guardian of day-to-day business productivity and, more importantly, the front door to your IT organization. However, a Forrester survey reveals that only 53% of technology...
Provided by Citrix Online
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Whitepapers
How to Calculate the ROI of Remote Support
Aug 2007
Few companies today will approve new support technology purchases without first addressing the projected return on investment (ROI). In this SSPA Executive Insight, VP of research John Ragsdale...
Provided by Citrix Online
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Case Studies
Service Desk Consolidation Slashes Support Call Costs by 80 Percent and Helps Atos Origin Retain Global Clients
Apr 2007
Atos Origin is an international information technology services company. To support this global model, Atos Origin knew it needed a single, consolidated and highly effective service desk system....
Provided by CA
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Case Studies
UK Health Service Delivers Faster IT Support to 10,000 Users With New Business Helpdesk Support
Oct 2007
Leicestershire Health Informatics (LHIS) in the UK wanted to re-think its IT support strategy. It needed to meet existing Service Level Agreements (SLAs) for its 10,000 users faster, and more...
Provided by Dell
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Whitepapers
Cloud Benefits 101 - What's In It for You
Oct 2011
In 1997, businesses were excited about the Internet's potential, but worried about security, privacy, etc. In 2011, Cloud computing has emerged as the next transformational technology wave. Learn...
Provided by SAP
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White Papers
Legacy Remote Control Tools: Not Built for Today's Helpdesk
Nov 2011
Explore the challenges of supporting a remote workforce with legacy tools such as RDP™, pcAnywhere™, VPNs and VNC™ and identify best practices you can use to choose helpdesk tools that better...
Provided by LogMeIn
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White Papers
Distributed Workforce Management in the Cloud: Spreading IT Security Wherever Employees Roam
Nov 2011
The ever-increasing availability of faster, wireless network access, wirelessly enabled laptops and other devices, and collaboration tools such as Instant Messaging (IM) are turning the...
Provided by Symantec
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Case Studies
Dell Case Study: Safety-Kleen
Jan 2008
As one of the leading oil-recycling, parts-cleaning, and industrial waste management services companies in North America, Safety-Kleen counts 436 of the Fortune 500 companies among its clients....
Provided by Dell
