Help Desk Management

WHITE PAPER: This white paper is a guide to the top ten causes of trouble in a Cisco network and how to address them, but is not intended to be a troubleshooting guide.

Posted: 06 Nov 2009 | Published: 06 Nov 2009

ANALYST BRIEF: Before investing in an event management solution, you’ll want to know how the product will fit within your overall event-to-incident and problem management processes, including workflow, escalation and integration with service desk tools. Gartner assesses the vendor landscape in their latest Magic Quadrant for IT Event Correlation and Analysis.

Posted: 03 Nov 2009 | Published: 03 Nov 2009

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

PRESENTATION: This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution.

Posted: 29 Oct 2009 | Published: 29 Oct 2009

WHITE PAPER: In this Handbook, you'll learn how Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL to support mobile user connectivity and mobile application access.

Posted: 08 Oct 2009 | Published: 08 Oct 2009

PODCAST: Learn how organizations like yours are leveraging identity management solutions and designing implementations to accelerate their time to value and achieve their security, compliance and IT cost savings goals today.

Posted: 29 Sep 2009 | Premiered: 29 Sep 2009

TRIAL SOFTWARE: VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change.

Posted: 21 Sep 2009 | Published: 21 Sep 2009

WEBCAST: This webcast discusses ways to reduce costs and improve return on investment with desktop virtualization. Learn how implementing this technology enables you to reduce IT staff costs by more than 40 percent. Discover ways to reduce infrastructure expenses and total cost of ownership by more than 50 percent.

Posted: 17 Sep 2009 | Premiered: 17 Sep 2009

CASE STUDY: Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones.

Posted: 16 Sep 2009 | Published: 16 Sep 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

TRIAL SOFTWARE: Supporting remote or travelling workers has become an increasingly high priority for many IT departments. The remote workforce that was once thought of as "merely a trend" has now become the norm.

Posted: 08 Sep 2009 | Published: 08 Sep 2009

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 whitepaper to discover the path to proper service desk consolidation and its many benefits.

Posted: 18 Jun 2009 | Published: 18 Jun 2009

WHITE PAPER: Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..”

Posted: 17 Jun 2009 | Published: 17 Jun 2009

WHITE PAPER: IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and evolving and automating key processes between the two groups.

Posted: 15 Jun 2009 | Published: 15 Jun 2009

WEBCAST: The Numara Track It! helpdesk/ asset management solution offers a fully integrated “Change Management” module that provides flexibility for seamless upgrades of services - hardware and software. Watch this webinar to learn how this comprehensive solution tool allows anyone to manage change from any location without the cost of...

Posted: 08 Jun 2009 | Premiered: 08 Jun 2009

WEBCAST: Watch this webinar to get an overview of Numara's Track It! software solution and free trial download that offers everything needed to manage your Help Desk and IT assets while enabling your organization to cost-effectively employ industry best practices.

Posted: 08 Jun 2009 | Premiered: 08 Jun 2009

WEBCAST: View this Webcast to explore the challenges in designing a workable change management process, defining approval workflows and to hear examples of creating audit trails for Sarbanes-Oxley compliance with respect to IT changes.

Posted: 28 Mar 2008 | Premiered: 28 Mar 2008