Help Desks Research
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Maximising automation and the industrialisation of IT
Sponsored by: ComputerWeekly.comThis report from analysts Bob Tarzey and Clive Longbottom makes the case for automation in IT operations management.
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The True Economic Impact of Unified Communications
Sponsored by: MicrosoftThis Forrester Total Economic Impact study provides an in-depth look at how Microsoft Lync Server 2010 can help your organization increase collaboration and communications while reaping numerous cost-saving opportunities
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Linux Related Technical Support Study
Sponsored by: SUSEWhen it comes to technical support services, not all Linux offerings are created equal. This white paper evaluates three leading Linux vendors on several critical support capabilities, including ease of access to services, knowledge and expertise, and speed and effectiveness of resolution.
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Avaya Aura Contact Center Scripting Demystified
Sponsored by: Global KnowledgeWhy 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.
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SysAid IT Success Story: LG Electronics, Canada
Sponsored by: SysAid Technologies LtdThis case study examines how LG Electronics deployed a new helpdesk solution that allowed them to manage, monitor, and prioritize all of their IT tasks on one powerful platform.
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The Perfect Combo: ITIL, I.T. Service Management, and Social Media
Sponsored by: BMC Software, Inc.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.
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The Growing Importance of IT Support Services
Sponsored by: Hewlett-Packard CompanyThis 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.
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Presentation Transcript: Coping with grassroots IT innovation
Sponsored by: AppSenseEmployees today are trying to create their own solutions to practical IT challenges they face on a day-to-day basis, which can present challenges to the IT department. Learn how your organization can harness the key elements of this user-driven IT innovation in a way that complements current infrastructure and practices.
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Coping with grassroots IT innovation
Sponsored by: AppSenseEmployees today are trying to create their own solutions to practical IT challenges they face on a day-to-day basis, which can present challenges to the IT department. Learn how your organization can harness the key elements of this user-driven IT innovation in a way that complements current infrastructure and practices.
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What is Intel Core vPro Technology
Sponsored by: IntelThis 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.
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Improving IT help desk services with vendor support
Sponsored by: ConnectWiseAccess 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.
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Putting Dispatch in the Driver’s Seat
Sponsored by: ConnectWiseAccess 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.
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Building and Operating a Network Operating Center (NOC) and Help Desk
Sponsored by: ConnectWiseAccess 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.
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Best Practices for Mobile Device Management
Sponsored by: GroupLogicThis e-guide from SearchConsumerization.com explores best practices for mobile device management in the enterprise and why your strategy must evolve as the phone technology does.
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Best Practices for Mobile Device Support
Sponsored by: LogMeIn, Inc.Uncover the driving growth of mobile devices in the workplace and four best practice tips for how your business can support mobile devices.
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Best Practices for Mobile Device Support
Sponsored by: LogMeIn, Inc.Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter.
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ITIL: The building blocks of an ITSM strategy
Sponsored by: FrontRange Solutions Inc.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.
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Next Level Service Desk Strategies
Sponsored by: Citrix Online- GoToManageThis 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.
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SDI Best Best Practices: Benchmarking for Service Desk Support
Sponsored by: Citrix Online- GoToManageThe 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.
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Recruit and Build the Right Team for Your Service Desk
Sponsored by: Citrix Online- GoToAssistAccess today's exclusive white paper to learn important information regarding best practices of managing the people on your organization's help-desk.
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Social Media Moves into Mainstream IT Service Management
Sponsored by: CA Technologies.This white paper focuses on the evolving role of social media in service desk management. Read on to learn more about social media trends in ITSM, the new culture for service desk management, the benefits of improved self-service access via social media and how social media applies to Service Desk in terms of collaboration, community, etc.
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SDI: Next Level Service Desk Strategies
Sponsored by: Citrix Online UKThis 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.
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Balancing Risk and Innovation with Sourcing Alternatives: Helping IT managers and CIOs raise the ROI of IT
Sponsored by: IBMThis paper explains how clients can balance risk and innovation through the use of services from IBM.
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Recruit and Build the Right Team for your Service Desk
Sponsored by: Citrix Online UKAn organization is only as successful as the people who run the Service Desk. Check out this white paper and explore key ways you can recognize the right people to help build your Service Desk team.
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Humanising the Service Desk
Sponsored by: LogMeIn, Inc.Due to technological advances, managers are considering how they operate Service Desks and how they can improve the way they support customers. In this paper, identify key ways to keep the Service Desk human while ensuring customer service stays front and centre.
