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Help Desk Management

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ALSO CALLED: Helpdesk, Service Desk Management
DEFINITION: This function supports end users in desktop productivity and enterprise applications. This activity is typically internal to an organization.
Help Desk Management Reports
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How to Implement a Virtual Agent
sponsored by Serviceaide
WHITE PAPER: Despite the popularity of self-service desks, over 71% of organizations still find their customer experience lacking – but what's missing? Turns out, it might be the human element. Inside, find out how a virtual support agent can transform your IT service capabilities with machine-driven support and human-based conversations.
Posted: 26 Nov 2018 | Published: 26 Nov 2018

Serviceaide

Going Up? How Atlas Schindler Elevators Revamped Their IT Services
sponsored by Serviceaide
WHITE PAPER: In this case study, discover more about how Atlas Schindler revamped their legacy service desk platform to better support not only customers, but their own users as well. Plus, find out how they implemented process automation, virtual agents, and more cutting edge IT technologies.
Posted: 21 Nov 2018 | Published: 21 Nov 2018

Serviceaide

How a Modern IT Service Delivery Approach Can Support a University's Education Excellence
sponsored by ServiceNow
WHITE PAPER: University of Warwick, one of the UK's leading universities, quickly realized its legacy service desk tool had reached the end of its lifespan. Discover how their IT department found success in a new service desk system – introducing 150+ automation opportunities, over 40 new services, and more.
Posted: 14 Nov 2018 | Published: 20 Jan 2018

ServiceNow

Transform the Service Experience with IT Service Management
sponsored by ServiceNow
RESOURCE: Inside, access a collection of articles including best practices, in-depth Forrester and Gartner reports, and more about IT service management and its importance on modern business success.
Posted: 07 Nov 2018 | Published: 07 Nov 2018

ServiceNow

5 Reasons Why Your Service Catalog Isn't Delivering
sponsored by Espressive
WHITE PAPER: When users interact with an IT service catalog, they expect a similar experience to what they would get from an online retailer. In this guide, uncover the five most unproductive aspects present in typical IT service catalogs –and find out how to turn your catalog's user experience on its head in response.
Posted: 01 Nov 2018 | Published: 01 Nov 2018

Espressive

How to Achieve Conversation-Level Speed When Using AI in Your Enterprise
sponsored by Espressive
WHITE PAPER: In this white paper, uncover questions to ask vendors when selecting an AI-based chatbot or virtual support agent for your enterprise, and find out how bringing AI into the enterprise can help deliver conversation-level speed.
Posted: 30 Oct 2018 | Published: 30 Oct 2018

Espressive

Is Your IT Service Desk Future Proof?
sponsored by Serviceaide
WHITE PAPER: Take a glimpse at how industry experts from Gartner, Forrester, and more are envisioning the future of IT service desks – and what technology choices will make the biggest splash.
Posted: 26 Oct 2018 | Published: 26 Oct 2018

Serviceaide

Bridging the Gap Between Humans and Computers
sponsored by Serviceaide
WHITE PAPER: Find out how a virtual agent – an intelligence driven, empathetic conversational interface – can help bridge the experience gaps between humans and computers that heavily automated IT services have exposed.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Serviceaide

Building a Better Tomorrow: IT Automation & Virtual Agents
sponsored by Serviceaide
WHITE PAPER: In a recent study, over 80% of service desk professionals said they often feel overwhelmed. Inside, explore the history and practical applications of virtual agents and IT automation platforms, and how they can help relieve some of the pressure that support professionals are experiencing today.
Posted: 24 Oct 2018 | Published: 24 Oct 2018

Serviceaide

It's an Evolution, Not a Revolution: Service Desks Are Transforming
sponsored by Serviceaide
WHITE PAPER: Read about the user and technology considerations to keep in mind when adding an intelligent layer to your IT service desk – and why you should think beyond simple chatbots.
Posted: 24 Oct 2018 | Published: 24 Oct 2018

Serviceaide

Streamlining Operations with Centralized, Searchable Knowledge Bases
sponsored by Wrike
WHITE PAPER: Centralized knowledge bases can be a lifesaver for IT teams and users alike. Find out how a large-scale furniture provider built an IT helpdesk and searchable knowledge base to support over 19 warehouse and showroom locations, even integrating G Suite tools for maximum efficiency.
Posted: 06 Sep 2018 | Published: 06 Sep 2018

Wrike

The Starting Line of Service Management
sponsored by Samanage
WHITE PAPER: What exactly does modern, automation-powered service management look like behind the curtain? Jump into this guide to learn the basics of modern IT service management and then some, from the help desk all the way to the service catalog.
Posted: 14 Aug 2018 | Published: 14 Aug 2018

Samanage

Why An HR Help Desk Could Be Your Next Purchase
sponsored by ServiceNow
EGUIDE: Nowadays, HR departments have a lot more responsibilities. As the digital trend continues, it can get more difficult for them to handle their conventional tasks, in addition to more complex ones. Read this expert guide to learn how installing an HR help desk can make handling some of those tasks more doable.
Posted: 02 Jul 2018 | Published: 27 Jun 2018

ServiceNow

5 Ways to Eliminate Help Desk Fire Drills
sponsored by ServiceNow
WHITE PAPER: Without an efficient way to manage requests, data, and staff, your help desk is in trouble. If your help desk is struggling to keep pace with business, there's good news. Modern IT service management can transform the way your help desk works. Learn about 5 best practices that will help get you to modern IT Service Management.
Posted: 24 Jan 2018 | Published: 24 Jan 2018

ServiceNow

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

ComputerWeekly.com

ITSM and ITIL That Keeps Patients a Priority
sponsored by Sunrise Software
WHITE PAPER: Learn how a service desk provider specializing in the healthcare IT used top-of-the-line ITSM and ITIL strategies to ensure 24-hour support, keeping patient care the number one priority.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

Sunrise Software

Case Study: Ensuring ITIL and ITSM Alignment
sponsored by Sunrise Software
WHITE PAPER: Find out how a leading software provider used ITSM software and an ITIL-driven process design to match the changing needs of their customers and keep their service desks running smoothly – using self-service portals to augment their smaller support team.
Posted: 31 Aug 2018 | Published: 31 Aug 2018

Sunrise Software

Automation for IT Ops, Help Desks, and Security Ops
sponsored by Workato
WHITE PAPER: Jump into this guide to access a huge collection of use cases and best practices for integrating intelligent automation, AI, chatbots, and more into your enterprise's IT operations.
Posted: 22 Aug 2018 | Published: 22 Aug 2018

Workato

Case Study: Transforming IT Operations
sponsored by Kaseya
WHITE PAPER: As companies grow and start expanding their global presence, the importance of a fluid IT strategy quickly becomes apparent – especially as tickets and database problems begin piling up. Keep reading to find out how one global adventure company built an ITSM strategy to move past their clunky and ineffective IT processes.
Posted: 25 Jul 2018 | Published: 05 Jun 2017

Kaseya

Case Study: Modernizing Service Desk Eliminates Outage Time
sponsored by ServiceNow
CASE STUDY: One regional health care provider's IT team struggled with a legacy ticketing system, ad hoc processes and disparate systems, and the need to enhance service quality. Read on to learn how investing in ITIL and ITSM tools benefited every aspect of this health care provider's business practices and improved their overall quality of service.
Posted: 24 Jan 2018 | Published: 31 Jul 2017

ServiceNow

N-able Help Desk Manager: Free 30-Day Trial
sponsored by Solarwinds N-able
SOFTWARE DEMO: This link provides a free 30 day trial of N-able's advanced help desk management solution, which handles tickets so you can focus on helping customers.
Posted: 09 Jun 2014 | Premiered: 09 Jun 2014

Solarwinds N-able

UK MSP Now Delivering a Reliably Consistent Service to Clients
sponsored by Autotask Corporation
VIDEO: This brief video covers a solution that can provide a consistent and reliable help desk and ticketing platform.
Posted: 30 Jan 2014 | Premiered: 30 Jan 2014

Autotask Corporation

Common Telecom Challenges and How to Overcome Them
sponsored by Unimax
WHITE PAPER: This white paper details the day-to-day challenges telecom and IT departments face and how leveraging advanced technology together with an innovative approach to solving those telecom challenges simplifies moves, ads and changes (MACs) for help desk agents to understand and execute.
Posted: 06 Sep 2013 | Published: 06 Sep 2013

Unimax

The Perfect Combo: ITIL, I.T. Service Management, and Social Media
sponsored by BMC Software, Inc.
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

BMC Software, Inc.

The Growing Importance of IT Support Services
sponsored by Hewlett Packard Enterprise
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

Hewlett Packard Enterprise
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