Why Your Current Service Desk is Failing Your Business, and What to Do About It
sponsored by CA Technologies.
WHITE PAPER:
Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity. In today's business environment, a service desk update may be in order, and this resource outlines the requirements for a successful platform, along with questions to ask before making a purchase decision.
Posted: 21 Mar 2013 | Published: 30 Sep 2012
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Three IT Imperatives CIOs Use To Drive Change Throughout the Enterprise
sponsored by ServiceNow
WHITE PAPER:
This white paper presents three IT imperatives from a recent CIO leadership forum that IT executives used to reposition IT and transform the enterprise.
Posted: 19 Mar 2013 | Published: 19 Mar 2013
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Five Services to Grow Your Business in 2013
sponsored by ConnectWise
WHITE PAPER:
Uncover details about the top five services you should be offering to your clients in 2013 and learn how an integrated Professional Services Automation (PSA) solution can help you effectively and efficiently deliver and manage these services.
Posted: 21 Dec 2012 | Published: 21 Dec 2012
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Mastering Problem Management
sponsored by Global Knowledge
WHITE PAPER:
There are several approaches to take that prevent Problem Management failure. If IT organization leaders can incorporate Incident Management into their Problem Management, as well as follow other tips laid out in this white paper, they can likely reduce the quantity and duration of service disruptions
Posted: 26 Aug 2010 | Published: 26 Aug 2010
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The Growing Importance of IT Support Services
sponsored by Hewlett-Packard Company
WHITE PAPER:
This white paper takes a closer look at the support services marketplace and focuses on one key player that is receiving a lot of attention from IT professionals. Discover emerging trends shaping the landscape for this technology and determine whether your business could benefit from establishing a contract with this provider.
Posted: 27 Jul 2012 | Published: 01 Nov 2011
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Putting Dispatch in the Driver’s Seat
sponsored by ConnectWise
WHITE PAPER:
Access this essential white paper to learn how to implement an effective dispatch strategy in your help desk. Learn about benefits like efficient ticket handling, increased credibility with your clients and more.
Posted: 25 Apr 2012 | Published: 24 Apr 2012
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Building and Operating a Network Operating Center (NOC) and Help Desk
sponsored by ConnectWise
WHITE PAPER:
Access this white paper to learn about the importance of providing a network operating center (NOC) or help desk to your clients. This white paper outlines different NOC/help desk models and tips to build successful services.
Posted: 25 Apr 2012 | Published: 24 Apr 2012
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SDI Best Best Practices: Benchmarking for Service Desk Support
sponsored by Citrix Online- GoToManage
WHITE PAPER:
The best way to continually improve and to deliver the best service is to measure, trend and set goals for your services and then benchmark against yourself - this is the very definition of service improvement and this guide will show you some simple ways in which you can accomplish this.
Posted: 12 Oct 2011 | Published: 12 Oct 2011
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Recruit and Build the Right Team for Your Service Desk
sponsored by Citrix Online- GoToAssist
WHITE PAPER:
Access today's exclusive white paper to learn important information regarding best practices of managing the people on your organization's help-desk.
Posted: 06 Oct 2011 | Published: 06 Oct 2011
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Balancing Risk and Innovation with Sourcing Alternatives: Helping IT managers and CIOs raise the ROI of IT
sponsored by IBM
WHITE PAPER:
This paper explains how clients can balance risk and innovation through the use of services from IBM.
Posted: 20 May 2011 | Published: 01 Dec 2010
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Recruit and Build the Right Team for your Service Desk
sponsored by Citrix Online UK
WHITE PAPER:
An organization is only as successful as the people who run the Service Desk. Check out this white paper and explore key ways you can recognize the right people to help build your Service Desk team.
Posted: 16 May 2011 | Published: 16 May 2011
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5 Best Practices for Smartphone Support: The Enterprise Guide to Smart Support for Smart Devices
sponsored by LogMeIn, Inc.
WHITE PAPER:
This paper features real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business.
Posted: 20 Apr 2011 | Published: 20 Apr 2011
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The SMB IT Decision Maker’s Guide: How SaaS Can Benefit the IT Help Desk
sponsored by BMC Software, Inc.
WHITE PAPER:
Small and midsize businesses that are using software as a service (SaaS) to automate their IT help desk(s) and IT infrastructure are reporting significant savings. Check out this white paper to learn more about the benefits of SaaS.
Posted: 05 Apr 2011 | Published: 05 Apr 2011
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Collaborative IT: A Pragmatic Approach for Bringing the Service Desk and Operations Together
sponsored by Hewlett-Packard Company
WHITE PAPER:
This reports looks at best practices and technologies that can support an effective integration of the Service Desk and Operations teams. The report focuses on closed loop incident and problem management, as well as end-to-end change and configuration management, with a particular focus on automation.
Posted: 22 Jul 2010 | Published: 22 Jul 2010
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Legacy Tools: Not Built for Today's Helpdesk
sponsored by LogMeIn, Inc.
WHITE PAPER:
This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to cut costs.
Posted: 16 Sep 2009 | Published: 16 Sep 2009
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Service Desk Consolidation Cuts Costs and Increases Service Quality
sponsored by BMC Software, Inc.
WHITE PAPER:
The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this white paper to discover the path to proper service desk consolidation and its many benefits.
Posted: 18 Jun 2009 | Published: 15 Jun 2009
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Driving IT help desk efficiency with customer-centric remote support
sponsored by GoToAssist
WHITE PAPER:
Help desk managers servicing large mobile workforces, such as remote employees and workers on the road, face significant challenges. This white paper will examine key IT help desk challenges and reveal the many advantages of customer-centric remote support.
Posted: 07 May 2009 | Published: 01 May 2008
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Help Desk vs. Service Desk: Which One is Right for You
sponsored by Numara Software
WHITE PAPER:
This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used.
Posted: 21 Apr 2009 | Published: 05 Mar 2009
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Closing the IT Process Automation Gap
sponsored by Opalis Software, Inc.
WHITE PAPER:
Many organizations are in the midst of implementing ITIL. But are they putting the appropriate operational processes into place? Learn how automating operational processes with run book automation software can help organizations better benefit from ITIL.
Posted: 28 Aug 2007 | Published: 01 Aug 2007
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TDWI Report: Best Practices for Deploying Dashboards and Scorecards
sponsored by TDWI content provided by Advizor Solutions
WHITE PAPER:
With dashboards and scorecards, organizations benefit from the convergence of performance management and business intelligence. Learn how dashboards and scorecards help executives to better communicate, monitor and adjust business strategy and plans.
Posted: 01 Sep 2006 | Published: 01 Jul 2006
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ITIL Version 3.0 -- What It Means to You
sponsored by Global Knowledge
WHITE PAPER:
As the IT industry standardizes its operations to solve business problems in the most efficient, effective, economical, and equitable way, ITIL v3 becomes a critical tool.
Posted: 06 Jul 2006 | Published: 01 Jul 2006
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