Helpdesk

WHITE PAPER: Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity.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

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: Learn how to optimize Information Technology Infrastructure Library using best practices which will enable users to tailor ITIL processes to meet business requirements.

Posted: 20 Dec 2005 | Published: 01 Dec 2005

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

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: 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