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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 |

Top Ten IT Skills for 2014 by Global Knowledge

March 21, 2014 - (Free Research)
This brief resource lists the top ten IT skills and technologies that are going to be in demand in 2014. The IT world changes quickly, and understanding these skills and technologies will help IT professionals remain relevant. 
(WHITE PAPER) READ ABSTRACT |

Cisco Unified Communications Manager Express by Global Knowledge

May 21, 2013 - (Free Research)
Unified Communications has gained status as a widely adopted way of communicating. This technology brings an incredible feature set to even smaller business entities. For small-to-medium sized companies, the Cisco Communications Manager Express, or CUCME, can enable business-class telephony with lower operational costs. 
(WHITE PAPER) READ ABSTRACT |

Unified Communication Manager - Class of Service by Global Knowledge

February 14, 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 to Fine-Tune your Contact Center by SearchCRM

August 07, 2013 - (Free Research)
With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management. 
(EGUIDE) READ ABSTRACT |

Ten IT Skills on the Brink of Extinction by Global Knowledge

March 21, 2014 - (Free Research)
This brief resource talks about the top 10 IT skills that are going to become irrelevant soon. It also highlights what's going to come next in terms of advancing technologies. 
(WHITE PAPER) READ ABSTRACT |

Avaya Aura Contact Center Database Integration Wizard: Part Two, Data Exchange by Global Knowledge

July 26, 2013 - (Free Research)
In Part 2, Data Exchange, of this series on the Avaya Aura Contact Center Database Integration Wizard you will see how to use the SEND REQUEST and GET RESPONSE operations so that customer information collected during the call to the contact center system can be exchanged with a backend database. 
(WHITE PAPER) READ ABSTRACT |

Cisco Unified Communication Manager - Digit Manipulation by Global Knowledge

May 02, 2013 - (Free Research)
Review why we would need to modify either the calling-party or called-party number, or both, to accommodate the various dial-plans that a phone call might encounter. We will also reviewed the tools available to us, as well as the various locations the modifications can be performed. 
(WHITE PAPER) READ ABSTRACT |

Cisco Unified Communications Manager by Global Knowledge

May 28, 2013 - (Free Research)
Unified Communications has gained status as a widely adopted way of communicating. This technology brings an incredible feature set to even smaller business entities. For most companies, the Cisco Communications Manager Express, or CUCM, can enable comprehensive voice communications with a wealth of advanced features. 
(WHITE PAPER) READ ABSTRACT |

Avaya CS 1000: Defining Calling Line Identification Numbers by Global Knowledge

May 16, 2013 - (Free Research)
This white paper describes a two-part process used to define CLID information for both emergency and non-emergency calls. The first part involves defining the number(s) that will be sent to the called party. The second part of the process involves assigning the CLID entry to an analog telephone or to a key on a digital or IP telephone. 
(WHITE PAPER) READ ABSTRACT |

Cisco Prime Collaboration Manager (CM) 1.1 by Cisco Systems, Inc.

November 04, 2011 - (Free Research)
Uncover the details of Cisco Prime Collaboration Manager to learn how you can gain deeper network visibility, all the way down to the granularity of video flow statistics, to ensure an optimal end-user experience for your users. 
(TRIAL SOFTWARE) READ ABSTRACT |

UK MSP Now Delivering a Reliably Consistent Service to Clients by Autotask Corporation

January 30, 2014 - (Free Research)
This brief video covers a solution that can provide a consistent and reliable help desk and ticketing platform. 
(VIDEO) READ ABSTRACT |

Accelerate ITIL Initiatives by Bomgar Corporation (E-mail this company)

March 01, 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. 
(VIDEOCAST) READ ABSTRACT |

How Monitoring Systems Reduce Human Error in Distributed Server Rooms and Remote Wiring Closets by APC by Schneider Electric

January 26, 2011 - (Free Research)
Surprise incidences of downtime in server rooms and remote wiring closets lead to sleepless nights for many IT managers. This paper analyzes several of these incidents and makes recommendations for how a basic monitoring system can help reduce the occurrence of these unanticipated events. 
(WHITE PAPER) READ ABSTRACT |

Help Desk Manager by N-able Technologies

June 09, 2014 - (Free Research)
This free-trial software allows you to see the benefits of an effective help desk manager – providing you with enhanced service management. 
(DEMO) 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 |

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 |

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 |

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 |

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 |

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 |

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. 
(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 |

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 |

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