Help Desk Management

WEBCAST: Access this exclusive webcast to learn how you can take advantage of embedded event escalation so that when your users encounter a problem, they can submit a ticket detailing exactly what is wrong, providing the information IT needs to quickly fix it.

Posted: 22 Mar 2013 | Premiered: Mar 22, 2013

WHITE PAPER: Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity.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

ANALYST REPORT: This report from analysts Bob Tarzey and Clive Longbottom makes the case for automation in IT operations management.

Posted: 18 Feb 2013 | Published: 05 Dec 2012

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

ANALYST REPORT: Imperial College London deployed Quest Foglight to manage the performance of its applications, databases, and services and reduce system downtime. Nucleus Reseach evaluates the ROI of the project.

Posted: 27 Jun 2012 | Published: 27 Jun 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: 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

VIDEO: This short video examines a hardware-assisted approach to PC management. Find out more about this technique and how it can help you properly manage your desktop environment, regardless of system states.

Posted: 15 Jun 2012 | Premiered: 15 Jun 2012

EGUIDE: Access this expert e-guide to discover strategies to improve IT help desk services with vendor support. Inside, learn to respond efficiently to increased customer demand.

Posted: 01 May 2012 | Published: 01 May 2012

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

WEBCAST: Compare the following tools from Ghost, MDT, Snap Deploy and SmartDeploy that help businesses accelerate PC deployment and ease desktop support challenges. Find out how each performs in terms of simplifying and accelerating deployment of new computers, and gain an overview of the pros and cons of each solution.

Posted: 29 Mar 2012 | Premiered: Mar 28, 2012

WEBCAST: Discover how you can simplify common IT scenarios such as provisioning hardware for new employees or accelerating break-fix processes with a computer imaging solution.

Posted: 29 Mar 2012 | Premiered: Mar 28, 2012

EGUIDE: Services are the building blocks of an ITSM strategy, but how does an enterprise begin to pick and choose the "right" services to manage or develop? Inside this e-guide, get the answer to this question and more. Gain expert insight into utilizing ITIL for continuous improvement in asset management, ITSM, and help desk operations.

Posted: 09 Jan 2012 | Published: 06 Jan 2012

EGUIDE: This e-guide will look at some of the ways the Service Desk can get a handle on determining what systems and devices they support, and will examine how the Service Desk can be best placed to support customers.

Posted: 13 Oct 2011 | Published: 13 Oct 2011

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

EGUIDE: This e-guide reveals the new demands placed on today's service desks. Learn how to adapt to diverse employee needs while delivering consistent and quality customer service.

Posted: 01 Jun 2011 | Published: 01 Jun 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