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.
		WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc.. WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support more... >> Discover more offerings from Information Builders Inc..

Password Self Help – Password Reset for IBM i by Safestone Technologies June 07, 2011 - (Free Research) Check out this white paper to learn about a self help password application that can give you a high ROI and free up time to work on more business critical issues.  (WHITE PAPER) READ ABSTRACT |

ITIL: The building blocks of an ITSM strategy by FrontRange Solutions Inc. January 06, 2012 - (Free Research) 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.  (EGUIDE) READ ABSTRACT |

Salesforce.com's Service Cloud for Dummies by Salesforce.com April 06, 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!  (EBOOK)

Strategies for Cisco VPN Client Large-Scale Deployments by Global Knowledge Network, Inc. March 2006 - (Free Research) This paper explores the tools Cisco provides to simplify mass deployments of the VPN Client. The two methods are discussed: the creation of an installation CD-ROM and network-based installations. I will explain how to reduce calls to the Help Desk by locking users out of advanced configuration functions in the user interface.  (WHITE PAPER) READ ABSTRACT |

Quick Guide: Getting to Grips with Service Desk Metrics by Citrix Online UK April 2011 - (Free Research) This quick guide from Service Desk Institute identifies the most popular industry metrics that you should be employing, considers the best ways to measure them and demonstrates how to utilise these measures to improve your service delivery.  (WHITE PAPER) READ ABSTRACT |

The Virtual Workspace World: Learn How It’s Changing the Way You Work Forever by RES Software April 2013 - (Free Research) In this informative paper, discover how workspace virtualisation can reduce the complexity of IT, allowing for better management and greater efficiency.  (WHITE PAPER) READ ABSTRACT |

Network Performance Monitoring by Global Knowledge November 2012 - (Free Research) Access this exclusive resource for an in-depth guide to network performance monitoring, including best practices and what to look for in a software vendor.  (WHITE PAPER) READ ABSTRACT |

Unified Communication Manager - Class of Service by Global Knowledge February 2013 - (Free Research) This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations.  (WHITE PAPER) 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 |

Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications January 2013 - (Free Research) For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come  (WHITE PAPER) READ ABSTRACT |

Debunking Security Concerns with Hosted Call Centers by inContact January 2011 - (Free Research) This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.  (WHITE PAPER) READ ABSTRACT |

Avaya Aura Contact Center Scripting Demystified by Global Knowledge May 2011 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Mastering Problem Management by Global Knowledge August 2010 - (Free Research) There are several approaches to take that prevent Problem Management failure. If IT organization leaders can incorporate Incident Management into their Problem Management, as well as follow other tips laid out in this white paper, they can likely reduce the quantity and duration of service disruptions  (WHITE PAPER) READ ABSTRACT |

Field Measurements of Ethernet Performance by Fluke Networks April 2010 - (Free Research) Various metrics can quantify and characterize network performance. Test plans can be written to satisfy varying organizational objectives. This white paper will describe advancements in field measurement of end-to-end Ethernet performance.  (WHITE PAPER) READ ABSTRACT |

Improving Help Desk Efficiency: Asset Management and Help Desk Optimization by TechExcel August 2008 - (Free Research) This paper explains how asset discovery, and AssetWise Discovery software, plays a vital role in raising help desk efficiency while maintaining customer satisfaction and resolving problems effectively.  (WHITE PAPER) READ ABSTRACT |

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.  (WHITE PAPER) READ ABSTRACT |

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.  (EGUIDE) READ ABSTRACT |

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.  (WHITE PAPER) READ ABSTRACT |

The SMB IT Decision Maker’s Guide: How SaaS Can Benefit the IT Help Desk by BMC Software, Inc. April 2011 - (Free Research) Small and midsize businesses that are using software as a service (SaaS) to automate their IT help desk(s) and IT infrastructure are reporting significant savings. Check out this white paper to learn more about the benefits of SaaS.  (WHITE PAPER) READ ABSTRACT |

The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy? by ABS Associates, Inc. February 2008 - (Free Research) Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy.  (WHITE PAPER) READ ABSTRACT |

The Social Customer ebook "Rethinking Customer Service: The Call Center as Corporate Information Hub" by SAP America, Inc. December 2011 - (Free Research) This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume.  (WHITE PAPER) READ ABSTRACT |

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.  (WHITE PAPER) READ ABSTRACT |

Recruit and Build the Right Team for Your Service Desk by Citrix Online- GoToAssist October 2011 - (Free Research) Access today's exclusive white paper to learn important information regarding best practices of managing the people on your organization's help-desk.  (WHITE PAPER) READ ABSTRACT |

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.  (WHITE PAPER) READ ABSTRACT |

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.  (WHITE PAPER) READ ABSTRACT |

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