Trouble Ticketing White Papers

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May 19, 2013

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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 TOPICS: Downtime \| Help Desk Management \| Help Desk Management Services \| IT Management \| IT Management Services

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 TOPICS: Customer Satisfaction \| Customer Service Best Practices \| Customer Support Software \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| IT Best Practices \| Service Level Management

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 TOPICS: Applications Management Services \| Business IT Alignment \| Change Management \| CMDB \| Help Desk Management Services \| Infrastructure Services \| IT Service Management \| ITIL \| Standards

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 TOPICS: CFOs \| CRM Best Practices \| Customer Service Best Practices \| Help Desk Management Services \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Remote Control Software \| Smart Phones \| TCO \| Wireless Computing

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 TOPICS: Business Intelligence \| Business Management \| Business Process Management \| Change Management \| Configuration Management \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks

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 TOPICS: Data Center Management \| Data Centers \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks \| High Availability \| IT Management

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 TOPICS: Call Center Services \| Help Desk Management \| Help Desk Management Services \| Help Desks \| Mobile Device Management \| Mobile Workers \| Remote Access Protocols \| Workforce Management Software \| Workforce Planning

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 TOPICS: Help Desk Management \| Help Desk Management Services \| Help Desks \| Recruiting Services \| Training \| Training and Educational Services

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 TOPICS: CIOs \| Cloud Computing \| Desktop Management \| Help Desk Management \| Help Desk Management Services \| Help Desks \| Managed Security Services \| Risk Management

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 TOPICS: Business IT Alignment \| CMDB \| Help Desk Management Services \| IT Service Management \| ITIL \| Standards \| Standards Organizations

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