Help Desk Software

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: 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: 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 today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter.

Posted: 01 Feb 2012 | Published: 01 Feb 2012

WHITE PAPER: Explore the challenges of a remote and mobile workforce and find out information to choosing new helpdesk support tools to meet the needs of all your employees.

Posted: 24 Jan 2012 | Published: 24 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: 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

EBOOK: Salesforce.com's Service Cloud doesn’t just track and resolve customer service cases. It lets you participate in the online conversations about your products and services. Now, try the Service Cloud free for 30 days and bridge the gap between your call center, the social Web, and Web self-service. Plus get the free ebook Service Cloud for Dummies!

Posted: 06 Apr 2010 | Published: 06 Apr 2010

WHITE PAPER: Remote support technology is a very popular service and support automation tool for high-tech companies. Freeware and shareware options are available, but come with their own risks. Leveraging a best-of-breed product can improve operational efficiency and customer satisfaction. Read on to learn what to look for in a remote support platform.

Posted: 29 Oct 2009 | Published: 29 Oct 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

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: 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

WHITE PAPER: This white paper provides insight on ways that MSPs and IT departments can improve their management of services. Learn how using ITIL best practices with an automated management solution can address a number of the unique challenges these businesses face.

Posted: 08 Oct 2007 | Published: 01 Sep 2007

CASE STUDY: TSI Terminal Systems (TSI) is Canada's largest shipping terminal operator and recently needed a way to integrate a new ERP system and train 1,200 users, on a set schedule, all without expanding IT headcount.

Posted: 31 Aug 2007 | Published: 01 Aug 2007

WHITE PAPER: This white paper details the challenges of application problem resolution, highlighting the best practices necessary to automate and accelerate the process as a means to optimize development.

Posted: 30 Jul 2007 | Published: 12 Mar 2007

WEBCAST: Sponsored by LogMeIn, Inc., this Webcast will arm you with a real-world approach for growing your IT services business.

Posted: 24 May 2007 | Premiered: Jun 4, 2007, 09:00 EDT (13:00 GMT)