Help Desk Management

WHITE PAPER: Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity.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

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

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

WHITE PAPER: When it comes to technical support services, not all Linux offerings are created equal. This white paper evaluates three leading Linux vendors on several critical support capabilities, including ease of access to services, knowledge and expertise, and speed and effectiveness of resolution.

Posted: 11 Jun 2012 | Published: 01 Aug 2010

WHITE PAPER: There are many free or inexpensive third-party tools available to help server and Active Directory administrators manage their environments. Learn about 5 free tools that are worth your time here.

Posted: 30 Sep 2011 | Published: 30 Sep 2011

WHITE PAPER: Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.

Posted: 18 May 2011 | Published: 18 May 2011

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

WHITE PAPER: Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction.

Posted: 20 Aug 2012 | Published: 20 Aug 2012

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

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

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

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

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

WHITE PAPER: This white paper focuses on the evolving role of social media in service desk management. Read on to learn more about social media trends in ITSM, the new culture for service desk management, the benefits of improved self-service access via social media and how social media applies to Service Desk in terms of collaboration, community, etc.

Posted: 29 Aug 2011 | Published: 24 Aug 2011

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

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

WHITE PAPER: Due to technological advances, managers are considering how they operate Service Desks and how they can improve the way they support customers. In this paper, identify key ways to keep the Service Desk human while ensuring customer service stays front and centre.

Posted: 10 May 2011 | Published: 10 May 2011

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

WHITE PAPER: This paper explores the challenges and hidden costs of supporting a remote workforce with legacy 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 reduce costs.

Posted: 17 Jan 2011 | Published: 11 Jan 2011

WHITE PAPER: Currently, e-mail encryption is a bit of a paradox. Large organizations understand and want privacy, but e-mail encryption technology is too in-depth for mass usage. Fortunately things are changing. Read this paper to learn so much more.

Posted: 11 Aug 2010 | Published: 11 Aug 2010

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

WHITE PAPER: In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.

Posted: 17 Feb 2010 | Published: 17 Feb 2010

WHITE PAPER: In this white paper, discover how you can effectively and efficiently control privileged accounts using the latest in adaptive access controls management. You will also learn about how to leverage the latest in Role-Based Access Controls.

Posted: 01 Feb 2010 | Published: 01 Feb 2010

WHITE PAPER: This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well‐intentioned management blunders and discuss good and bad uses of support technology.

Posted: 29 Oct 2009 | Published: 29 Oct 2009

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