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May 22, 2013

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Why Your Current Service Desk is Failing Your Business, and What to Do About It sponsored by CA Technologies. WHITE PAPER: Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity.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 TOPICS: Application Deployment \| CRM \| CRM Best Practices \| CRM Services \| Customer Service \| Help Desk Management \| Help Desk Management Services \| Software as a Service

Five Services to Grow Your Business in 2013 sponsored by ConnectWise 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 TOPICS: CRM \| CRM Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Help Desk Management \| Help Desk Management Services \| Identity Management \| Intrusion Prevention \| Managed Security Services \| Managed Security Services Providers \| Management Service Providers \| Mobile Device Management \| Network Operations Centers \| Network Service Providers \| Professional Services Automation Software \| VoIP

Maximising automation and the industrialisation of IT sponsored by ComputerWeekly.com 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 TOPICS: Careers \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks \| ITIL \| Outsourcing \| Service Level Management \| Service Process Optimization Software \| Software as a Service \| Training \| Workflow Software \| Workforce Planning

Next Level Service Desk Strategies sponsored by Citrix Online- GoToManage 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 TOPICS: Collaboration \| Collaborative Commerce \| Communications Networks \| Communications Software \| Communications Systems \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks \| Unified Messaging

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

Canadian Shipping Terminal Company Deploys ACE for Training Exercises, Uncovers Boatload of Other Benefits sponsored by VMware, Inc. 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 TOPICS: Business Process Management \| ERP \| ERP Software \| Fault Management \| Help Desk Management Services \| Help Desk Software \| Network Performance \| Peripheral Hardware \| ROI \| TCO \| Transportation Industry \| VMware \| Workstations

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

SDI: Next Level Service Desk Strategies sponsored by Citrix Online UK 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 TOPICS: Customer Satisfaction \| Customer Service \| Help Desk Management \| Help Desk Management Services \| Help Desks \| IT Management \| Systems Management \| Technical Support Staff

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

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