TechExcel ServiceWise (formerly HelpDesk) - Complete HelpDesk solution by TechExcel, Inc.. TechExcel ServiceWise (formerly HelpDesk) is setting the new standard for high-end helpdesk management through a feature-rich platform. TechExcel HelpDesk enables you to more... >> Discover more offerings from TechExcel, Inc..

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation. Using Epicor IT Service Management (ITSM) you can provide your end users with accurate, complete and clear information. You can easily create, trace, summarize and close incidents, problems and change requests.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Customer Support solution by Extraview Corporation. ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Numara® Track-It! 8 Overview Webinar by Numara Software March 2008 - (Free Research) In this Webcast, learn about a high-productivity interface, email request processing capabilities and self-service competencies that will speed up response times and improve user satisfaction levels. (WEBINAR) READ ABSTRACT | GO TO WEBINAR

Numara® FootPrints Change Management: Solutions for Automating and Managing Change by Numara Software March 2008 - (Free Research) Change management helps companies minimize the impact of changes on service quality. View this Webcast to learn about the process of managing change combined with managing the service desk. (WEBINAR) READ ABSTRACT | GO TO WEBINAR

newScale Solutions Overview - newScale FrontOffice Suite™ by newScale (E-mail this company) The newScale FrontOffice Suite™ provides integrated solutions for an actionable and operational Service Catalog – to define an optimal portfolio of services, forecast service demand, manage IT budgets, control consumption, enable self-service, and streamline request fulfillment.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Automating and Optimizing Service Desk Performance by Kaseya April 2008 - (Free Research) The service desk is the first line of defense for reacting to IT issues, yet most organizations haven't designed their service desk properly. Read this white paper to learn about a solution that addresses this problem and help support your clie... (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

ExtraView 5-Free Program - Issue Tracking, Workflow, and Process Platform by Extraview Corporation (E-mail this company) September 2007 - (Free Research) Register now and start using ExtraView for free. This is not a trial version; this is the same issue tracking system used by many Fortune 1000 companies. There are no hidden "gotcha's". Use your fully functional ExtraView site for up to five users free of charge, with no time limit. (DEMO) READ ABSTRACT | GO TO DEMO

IT HelpDesk Solution by Extraview Corporation (E-mail this company) ExtraView IT HelpDesk Solution is a high-end solution designed to empower our customers to keep their most important customers, their employees, happy because happy, productive employees create and maintain happy, long-term customers.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Customer Support Solution by Extraview Corporation (E-mail this company) As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Benefits and Advantages of Recording and Archiving Calls by Teleformix (E-mail this company) October 2006 - (Free Research) Record keeping has become an indispensable part of our culture. This white paper discusses the value of call monitoring and introduces the ECHO digital recording solution. Read how ECHO's synchronized voice and screen recordings - complete with quality monitoring and CRM - take the benefit of recording beyond the call center. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Forrester Research: Thirty-One Best Practices for the Service Desk by Citrix Online - GotoAssist (E-mail this company) June 2005 - (Free Research) Do you want to know how your company can deliver exceptional support and, as a result, significantly impact your IT department and organization as a whole? Download this Forrester research report to discover proven industry best practices, processes and technologies. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

SSPA Research Brief: How to Translate Good Service into Market-Share Advantage by Citrix Online - GotoAssist (E-mail this company) September 2007 - (Free Research) Have you ever calculated the effect unhappy customers can have on your bottom line? Since it costs more to rectify a poor service experience than to acquire a new customer, what are you doing to ensure your customers are getting superior service every time? (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

GoToAssist Corporate - Remote Support Service by Citrix Online - GotoAssist (E-mail this company) GoToAssist® is redefining how IT support & service is delivered to customers, helping thousands of businesses increase revenue & reduce costs while improving customer satisfaction & problem resolution times. With GoToAssist, service professionals can provide a memorable customer experience by offering fast, easy & secure remote support services.  (ASP) GO TO DETAILED REPORT

Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice by Astea International Inc. (E-mail this company) September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this company) August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Parature's Online Customer Service Software & Solutions by Parature Inc. Parature is the global leader in on-demand customer support and help desk software. Our web-based support suite enables organizations to fundamentally change the way they support their customers while significantly reducing costs.  (ASP) GO TO DETAILED REPORT

On-Demand Support Software by Parature Inc. Parature eTicket enables your customers to submit support tickets through your customer service or help desk websites, and enables your support team to track, route and manage customer tickets. As a result, your customer support team will provide efficient, superior customer service, resulting in satisfied and loyal customers.  (ASP) GO TO DETAILED REPORT

Why an Output Management Solution Will Save You Money by ROC Software March 2008 - (Free Research) Output management saves the enterprise money by centralizing control of the output environment directly with IT professionals trained to efficiently resolve problems. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Using Web-based Support Tools to Improve Customer Service by CRMindustry.com (E-mail this company) June 2007 - (Free Research) The Web has been the focus for some time of businesses looking to improve processes and deploy technologies surrounding service delivery. Learn how Service-centric organizations have already integrated their in-house service and support applications to improve customer interaction on the web. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Supportindustry.com 2006 Service and Support Metrics Survey by CRMindustry.com (E-mail this company) March 2006 - (Free Research) In March 2006, SupportIndustry.com conducted a survey of high-level executives representing a range of industries. The data gathered provides valuable insight into a range of issues and challenges important to service and support executives. Read our fourth annual report covering trends in service and support. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

2005 Trends & Directions in Web-Based Support by CRMindustry.com (E-mail this company) June 2005 - (Free Research) While there's a wealth of rich, increasingly comprehensive technologies available enabling businesses to drive toward true service and support optimization, this paper discusses the decision to deploy and across what channels should depend on a strategy based on clearly defined goals. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

IT Problem Management: Improving Processes to Resolve Performance Problems Quickly by Gomez Co. April 2008 - (Free Research) This report examines a platform solution for helping your organization to better its problem management processes, reduce operational costs, improve end-user experiences, and meet business goals. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Apply the ITIL Framework with Confidence by TechExcel, Inc. (E-mail this company) March 2007 - (Free Research) ITIL provides the foundation for quality IT service management. It actively supports corporate goals by offering services that are based on efficient principles and adequately fulfilling business requirements. With the ITIL framework, IT fulfills the promise of the profit generator instead of being seen as a cost burden. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Enabling Mature Development Processes with Knowledge-Centric Application Lifecycle Management by TechExcel, Inc. (E-mail this company) February 2007 - (Free Research) Today's distributed teams can easily span multiple time zones and countries. While technically connected, limited bandwidth inhibits their ability to be truly effective during multiple development cycles. This webcast will discuss challenges faced in this environment and how ALM trends and solutions can be implemented to overcome these challenges. (WEBINAR) READ ABSTRACT | GO TO WEBINAR

Increased Productivity, Decreased Cost, Happier Employees with HelpDesk Software by TechExcel, Inc. (E-mail this company) April 2006 - (Free Research) Replace existing help desk software because of poor performance and an unresponsive vendor. The new software needed to be easier to use, require less administration, and cut costs. Most importantly, the new software needed to support the informational needs of managers and support staff without requiring them to learn any new technical skills. (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

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