Technical Support White Papers, Software Downloads, Definition and Webcasts

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May 25, 2013

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Technical Support Reports

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

Three IT Imperatives CIOs Use To Drive Change Throughout the Enterprise sponsored by ServiceNow 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 TOPICS: CIOs \| Cloud Computing \| Data Center Management \| Enterprise Resource Management \| Enterprise Systems \| Help Desk Management \| Help Desk Management Services

Mastering Problem Management sponsored by Global Knowledge 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 TOPICS: Downtime \| Help Desk Management \| Help Desk Management Services \| IT Management \| IT Management Services

Closing the IT Process Automation Gap sponsored by Opalis Software, Inc. WHITE PAPER: Many organizations are in the midst of implementing ITIL. But are they putting the appropriate operational processes into place? Learn how automating operational processes with run book automation software can help organizations better benefit from ITIL. Posted: 28 Aug 2007 \| Published: 01 Aug 2007 TOPICS: Applications Management Services \| Business IT Alignment \| Change Management \| CMDB \| Help Desk Management Services \| Infrastructure Services \| IT Service Management \| ITIL \| Standards

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

Service Desk Consolidation Cuts Costs and Increases Service Quality sponsored by BMC Software, Inc. 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 TOPICS: Customer Satisfaction \| Customer Service Best Practices \| Customer Support Software \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| IT Best Practices \| Service Level Management

ITIL Version 3.0 -- What It Means to You sponsored by Global Knowledge WHITE PAPER: As the IT industry standardizes its operations to solve business problems in the most efficient, effective, economical, and equitable way, ITIL v3 becomes a critical tool. Posted: 06 Jul 2006 \| Published: 01 Jul 2006 TOPICS: Business IT Alignment \| CMDB \| Help Desk Management Services \| IT Service Management \| ITIL \| Standards \| Standards Organizations

Putting Dispatch in the Driver’s Seat sponsored by ConnectWise 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 TOPICS: Channel Management \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks

What is Intel Core vPro Technology sponsored by Intel 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 TOPICS: Desktop Computer Support \| Desktop Management \| Hardware \| Help Desk Management \| Help Desk Management Services \| Help Desks \| Systems Management

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