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E-Guide: Best practices and considerations to ensure help desk management success by SysAid Technologies
April 2011 - (Free Research)
This e-guide from SearchDataCenter.com explains why it is essential analyze the performance of your service desk to ensure optimal results. Gain expert insight into how to improve IT help desk services with vendor support. And find out how to help staff be more productive by providing them with extra support.
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Recruit and Build the Right Team for your Service Desk by Citrix Online UK
May 2011 - (Free Research)
An 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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Social Media Moves into Mainstream IT Service Management by CA Technologies.
August 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.
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Humanising the Service Desk by LogMeIn, Inc.
May 2011 - (Free Research)
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.
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Keeping Service Desk Simple by Nimsoft, Inc.
July 2012 - (Free Research)
Access this informative webcast to learn about an innovative service desk technology that was designed to simplify service desk processes and alleviate the common issues associated with legacy service desk systems.
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7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.
February 2010 - (Free Research)
In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
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The Perfect Combo: ITIL, I.T. Service Management, and Social Media by BMC Software, Inc.
August 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.
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Driving IT help desk efficiency with customer-centric remote support by GoToAssist
May 2008 - (Free Research)
Help desk managers servicing large mobile workforces, such as remote employees and workers on the road, face significant challenges. This white paper will examine key IT help desk challenges and reveal the many advantages of customer-centric remote support.
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Service Desk Consolidation Cuts Costs and Increases Service Quality by BMC Software, Inc.
June 2009 - (Free Research)
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.
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Why Your Current Service Desk is Failing Your Business, and What to Do About It by CA Technologies.
September 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.
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Help Desk vs. Service Desk: Which One is Right for You by Numara Software
March 2009 - (Free Research)
This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used.
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SPRINT Enables Intelligent Enterprise by Hewlett-Packard Company
November 2011 - (Free Research)
Every CIO would like to improve IT services and streamline service desk processes. Access this case study to learn how the IT department at Sprint Nextel Corporation did just that, reducing service desk incidents from 300 to 45 and slashing critical events by 20%.
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SDI: Next Level Service Desk Strategies by Citrix Online UK
June 2011 - (Free Research)
This 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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Proactive PC Support Improves Service and Lowers Total Cost of Ownership by Intel Corporation
January 2009 - (Free Research)
Read this brief paper to learn about a new IT support delivery tool that reduces response time, boosts employee satisfaction and decreases operating costs. Reduce total cost of ownership using Intel's self-service PC Health Check utility.
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Accelerate ITIL Initiatives by Bomgar Corporation
(E-mail this company)
March 2008 - (Free Research)
In this video, Joel Bomgar, Founder and CEO of Bomgar Corporation, explains how Bomgar fits into the ITIL framework, accelerating your ITIL initiatives through more efficient and effective Incident Management and Problem Management.
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Salesforce.com's Service Cloud for Dummies by Salesforce.com
April 2010 - (Free Research)
Salesforce.com's Service Cloud doesn’t just track and resolve customer service cases. It lets you participate in the online conversations about your products and services. Now, try the Service Cloud free for 30 days and bridge the gap between your call center, the social Web, and Web self-service. Plus get the free ebook Service Cloud for Dummies!
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Computer Weekly – 14 May 2013: Lessons for local government IT - a visit to Cape Town by ComputerWeekly.com
May 2013 - (Free Research)
In this week's Computer Weekly: we visit Cape Town to find out how the South African city worked with SAP to manage citizen services. Tesco tells us how it saved £100m in its supply chain by using business analytics. And we examine Microsoft's response to the lukewarm reaction given by customers to Windows 8. Read the issue now.
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Why You Should Take a Holistic Approach to ITIL and Service Support by BMC Software, Inc.
June 2009 - (Free Research)
In these tough economic times, how do you address the challenge of reducing costs without diminishing your service quality? Companies can lower costs significantly and meet the growing demand for services by taking a more holistic approach. This paper discusses the importance of taking a unified approach to service support management and...
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