Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..
		Foglight - Application Management to Unify IT and the Business by Quest Software, now a part of Dell. Your applications are the lifeblood of the service that IT delivers to end users and the business. Foglight, correlates application performance data and events from the entire more... >> Discover more offerings from Quest Software, now a part of Dell.
		Cisco Secure Wireless Office Solution for SMBs by Cisco Systems, Inc.. The Cisco Secure Wireless Office Solution consolidates all network requirements into a complete, reliable wired and wireless infrastructure. more... >> Discover more offerings from Cisco Systems, Inc..

Creating the hybrid organisation: Making public and private sector organisations relevant in the new economy by ComputerWeekly.com June 15, 2010 - (Free Research) This paper aims to explore the role and relevance of organisations in a future defined by economic uncertainty, changing workforce demographics, globalisation and rapid developments in social and business technologies.  (WHITE PAPER) READ ABSTRACT |

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation   (SOFTWARE PRODUCT)

The State of Service Management by SAP America, Inc. February 04, 2013 - (Free Research) View this document to learn more about the current state of the service enterprise and the goals and investments prioritized by service leaders. It also displays performance benchmarks of leading service organizations and other factors that contribute to best-in-class performance.  (WHITE PAPER) READ ABSTRACT |

Why Your Current Service Desk is Failing Your Business, and What to Do About It by CA Technologies. September 30, 2012 - (Free Research) Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity.  In today's business environment, a service desk update may be in order, and this resource outlines the requirements for a successful platform, along with questions to ask before making a purchase decision.  (WHITE PAPER) READ ABSTRACT |

The Perfect Combo: ITIL, I.T. Service Management, and Social Media by BMC Software, Inc. August 20, 2012 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

IBM Tivoli Service Request Manager White Paper by IBM January 15, 2010 - (Free Research) This IBM white paper will show you how you can help your organization manage incidents and problems, restore critical services, and minimize service desk calls in this white paper.  (WHITE PAPER) READ ABSTRACT |

Driving Customer Service Success in the Cloud with Microsoft Dynamics CRM Online by Microsoft August 23, 2010 - (Free Research) Join us for this webcast to learn how Microsoft Dynamics CRM Online provides complete service management functionality to help you manage cases, contracts, and knowledge.  (VIDEO) READ ABSTRACT |

SAP Workforce and Scheduling Optimization Demo by ClickSoftware August 12, 2009 - (Free Research) Watch this demo to learn how SAP Workforce and Scheduling Optimization can help offer better customer service, which leads to customer loyalty which ultimately leads to higher profits by allowing you to manage service scheduling and dispatching, support Mobile service operations, schedule service appointments, monitor service operations, and more  (WEBCAST) READ ABSTRACT |

Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service by eGain Communications Corp. December 01, 2003 - (Free Research) Download a complimentary white paper on how world-class companies sustain service excellence, improve contact center productivity and reduce costs to beat their competitors in today's tough business environment.  (WHITE PAPER) READ ABSTRACT |

Social Media Moves into Mainstream IT Service Management by CA Technologies. August 24, 2011 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Hosted ITSM Toolset Provides Key Monitoring and Management Benefits by CA Technologies. June 28, 2012 - (Free Research) <p>To keep up in an increasingly global business climate, companies must have effective incident and change management processes in place. This case study recommends a hosted ITSM toolset that can help you maintain better control over your IT infrastructure, no matter where it is physically located.</p>  (CASE STUDY) READ ABSTRACT |

Mobile Technology: Equipping Supervisors and Managers for the Next-Generation Customer Contact Center by Aspect December 20, 2012 - (Free Research) For today's contact center managers, the increase in communication channels coupled with a more sophisticated customer base and mobile workforce is presenting major challenges. Read this resource to learn how mobile technologies can help relieve these burdens by simplifying management, increasing employee productivity, and much more.  (WHITE PAPER) READ ABSTRACT |

Network Optimization: Achieving Success and Profitability in Field Service by SERVICEPower February 2008 - (Free Research) A key element and requirement for optimization is the ability to manage field resources.  (WHITE PAPER) READ ABSTRACT |

Real Time Service Visualization For Your NOC by InfoVista Corporation July 2011 - (Free Research) This whitepaper offers a solution to help the operations manager deal with these complex demands. See how you can isolate, diagnose, and resolve the issues that impact service management.  (WHITE PAPER) READ ABSTRACT |

Linux Related Technical Support Study by SUSE August 2010 - (Free Research) When 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.  (WHITE PAPER) READ ABSTRACT |

General Guidelines for Building Effective Service Catalogs by Global Knowledge December 2011 - (Free Research) In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs.  (WHITE PAPER) READ ABSTRACT |

PGI halves the time-to-market for new products with cloud infrastructure solutions from CA Technologies by CA Technologies. December 2011 - (Free Research) Keeping up to date with the latest technology is crucial to maintain a competitive edge but with lengthly IT provisioning processes can delay the time-to-market for customer products.  Read this white paper to learn how one company created a cloud-based approach that facilitated business growth by cutting costs and increasing services quality.  (WHITE PAPER) READ ABSTRACT |

The Potential ROI of a Remote Support Solution via the SaaS Model Presentation Transcript by GoToAssist June 2009 - (Free Research) Increased productivity, better customer interactions and quicker response times are all benefits of using SaaS-based remote support solutions. But how do you quantify these savings? This presentation transcript will address the real dollar savings of using this model and the potential for ROI.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Implementing Intel vPro Technology to Drive Down Client Management Costs by Intel Corporation December 2008 - (Free Research) Intel IT offers guidelines for achieving quick returns and long term value with Intel vPro technology based on our experience in the first year of a multi-year deployment program.  (WHITE PAPER)

HSBC Calculates Improved IT Support Productivity and Patch Management by Intel Corporation April 2009 - (Free Research) In this ROI investigation , HSBC Mexico can look forward to driving improved operating efficiencies across their IT support model, with a projected positive ROI of 605% and a break-even point achieved in 2 months, while serving as a foundation to drive worldwide adoption and savings through the use of Intel vPro technology.  (WHITE PAPER)

Connect the Online Customer Experience with Oracle WebCenter Sites Presentation Transcript by Oracle Corporation April 2013 - (Free Research) Most customers today interact with businesses on the web, so it's crucial that your organization's web presence meets their expectations. Read this presentation transcript from a webcast outlining the tools needed to help your business deliver an engaging, personalized online customer experience, starting with your web content management strategy.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Podcast - How to Produce an Actionable IT Service Catalog by newScale, Inc. October 2008 - (Free Research) The ITIL (IT Infrastructure Library) best practice framework advocates that IT organizations produce a Service Catalog to document and communicate standard service offerings. As the cornerstone for IT-business alignment, the Service Catalog is...  (PODCAST) READ ABSTRACT |

Best Buy Supports New Line of Business and World-Class Sales Force by Microsoft August 2010 - (Free Research) In this case study you’ll learn how Best Buy for Business considered several options, including expanding its internally developed retail application, adopting a hosted CRM solution through Salesforce.com, or implementing Microsoft Dynamics™ CRM. In the end, the solution was clear.  (CASE STUDY) READ ABSTRACT |

How Does your Service Measure Up? Getting to Grips with Metrics by GoToAssist July 2011 - (Free Research) This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.  (WHITE PAPER) READ ABSTRACT |

Service Please: Five Tips for Easy, Affordable Tech Support by Cisco Systems, Inc. January 2011 - (Free Research) A dark secret of investing in technology is the substantial cost of not doing the technical support well. You may increase productivity and profits simply by adopting a new strategy for network maintenance and troubleshooting. Read on to learn how three small businesses get technical support that brings them peace of mind at an affordable price.  (WHITE PAPER) READ ABSTRACT |

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