In this Handbook, you'll learn how Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL to support mobile user connectivity and mobile application access. 

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. 

This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to cut costs. 

Interact and learn, virtually, at Quest Connect '09. With 67 webcasts in three session halls, we're bringing content that directly benefits the way you do business - right to your desk. 

Before investing in an event management solution, you’ll want to know how the product will fit within your overall event-to-incident and problem management processes, including workflow, escalation and integration with service desk tools. Gartner assesses the vendor landscape in their latest Magic Quadrant for IT Event Correlation and Analysis. 

Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. 

This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. 

Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more. 

Read this brief paper to learn how the new CA integrated service management product offers real hope for beleaguered IT organizations that are trying to bring together the pieces to build an integrated service management story. 

Check out this white paper that discusses the findings of an IDC survey of over 600 IT organizations worldwide. The survey identifies issues confronting IT departments that are adopting service models and to better understand the status and priorities of key functions and processes that underlie successful implementation of IT service management. 

Mobile unified communications can take many forms, but it is essentially defined by the ability to deliver all the communication options of the office desk to workers outside the office. This pocket E-Guide details how to alleviate cost pain points of communications by implementing various aspects of mobile and unified communications.