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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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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

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

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

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

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

ROI Case Study: Quest Foglight at Imperial College London
sponsored by ComputerWeekly.com
ANALYST REPORT: Imperial College London deployed Quest Foglight to manage the performance of its applications, databases, and services and reduce system downtime. Nucleus Reseach evaluates the ROI of the project.
Posted: 27 Jun 2012 | Published: 27 Jun 2012

ComputerWeekly.com

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

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

Intel

Building and Operating a Network Operating Center (NOC) and Help Desk
sponsored by ConnectWise
WHITE PAPER: Access this white paper to learn about the importance of providing a network operating center (NOC) or help desk to your clients. This white paper outlines different NOC/help desk models and tips to build successful services.
Posted: 25 Apr 2012 | Published: 24 Apr 2012

ConnectWise

Deployment Tool Analysis: Ghost, MDT, Snap Deploy, and SmartDeploy
sponsored by SmartDeploy
WEBCAST: Compare the following tools from Ghost, MDT, Snap Deploy and SmartDeploy that help businesses accelerate PC deployment and ease desktop support challenges. Find out how each performs in terms of simplifying and accelerating deployment of new computers, and gain an overview of the pros and cons of each solution.
Posted: 29 Mar 2012 | Premiered: Mar 28, 2012

SmartDeploy

Simplified Solutions to Common IT Scenarios
sponsored by SmartDeploy
WEBCAST: Discover how you can simplify common IT scenarios such as provisioning hardware for new employees or accelerating break-fix processes with a computer imaging solution.
Posted: 29 Mar 2012 | Premiered: Mar 28, 2012

SmartDeploy

ITIL: The building blocks of an ITSM strategy
sponsored by FrontRange Solutions Inc.
EGUIDE: Services are the building blocks of an ITSM strategy, but how does an enterprise begin to pick and choose the "right" services to manage or develop? Inside this e-guide, get the answer to this question and more. Gain expert insight into utilizing ITIL for continuous improvement in asset management, ITSM, and help desk operations.
Posted: 09 Jan 2012 | Published: 06 Jan 2012

FrontRange Solutions Inc.

One-Stop Shop: Best Practices to Streamline your Service Desk
sponsored by Nimsoft, Inc.
WEBCAST: Your service desk should be the one stop shop for internal and external customers. But, in order for IT to be the orchestrator of knowledge and the service catalog, you need to provide excellent service and quick response times. Watch this webcast and discover the most current recommendations for service delivery and management best practices.
Posted: 05 Jan 2012 | Premiered: Sep 22, 2011

Nimsoft, Inc.

Cut Coding for Faster Service Desk Deployments
sponsored by Nimsoft, Inc.
WHITE PAPER: Learn an alternative to legacy service management solutions that is fast to deploy, easy to configure, and can help your organization realize faster time to value and lower total cost of ownership, both immediately and in the long term.
Posted: 04 Jan 2012 | Published: 04 Jan 2012

Nimsoft, Inc.

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

Citrix Online- GoToManage

SDI Best Best Practices: Benchmarking for Service Desk Support
sponsored by Citrix Online- GoToManage
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

Citrix Online- GoToManage
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