The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this white paper to discover the path to proper service desk consolidation and its many benefits. 

This report shows how RoboForm Enterprise password management solution, can increase corporate security, eliminate password related help desk calls, improve end user productivity, and decrease overall IT costs. 

This paper outlines the common CCNA-level commands that you should be familiar with when troubleshooting. 

Companies need to make significant investments in digital skills and technologies if they are to meet the needs of their customers, Booz&Co argues in this report. 

Web 2.0 and new media technologies, such as blogs, wikis, and social networks, are spreading rapidly through companies, often without IT's direct involvement. This report from Booz&Co argues that CIOs and their IT departments must take the lead in these emerging technologies. 

Why 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. 

This paper discusses the paradox of strong password policies, evaluates several possible solutions, and recommends a password management solution that is cost effective and easy to implement. 

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. 

PortalGuard is a password authentication and security solution that allows end-users to authenticate and manage a portal password directly from a Web browser, while providing administrators with functionality to meet or exceed their security objectives. 

Read this paper to discover the solution that Fairfax Water implemented to eliminate manual tracking and handling of IT service requests and gain deeper insight into service quality, costs, and other metrics within its SAP environment. 

Whether you are just starting a compliance program or need to fine-tune your existing process, this document will help you understand the steps involved in becoming GIPS compliant. It is not a substitute for the Standards themselves. It is designed to help you understand the value of compliance, what’s needed to achieve it, pitfalls to avoid. 

Entrusted with managing massive volumes of data, Santa Fe Partner's small IT staff knows the importance of security and data availability. Recently, they were looking for a file synchronization tool that would help the company manage market and transactional data as well as allow data transfer for DR. Read on to learn about the solution they chose.