SmartBiz IT Research Library

WHITE PAPER - This white paper is a guide to the top ten causes of trouble in a Cisco network and how to address them, but is not intended to be a troubleshooting guide.
Posted: November 6, 2009 | Published: November 5, 2009


Topics:  Help Desk Management | Help Desk Management Services | Help Desk Software | Help Desks | Technical Support Staff | Troubleshooting

ANALYST BRIEF - 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.
Posted: November 3, 2009 | Published: November 3, 2009


Topics:  Business Intelligence | Business Performance Management | Business Performance Management Software | Business Process Automation | Business Process Automation Software | Help Desk Management | Help Desk Management Services | Help Desk Software | Help Desks

WHITE PAPER - This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well?intentioned management blunders and discuss good and bad uses of support technology.
Posted: October 29, 2009 | Published: October 29, 2009


Topics:  Customer Support Software | Help Desk Management | Help Desk Software | Help Desks | Remote Access Software | Remote Control Software | Remote Network Management | Remote Support Services | Troubleshooting

PRESENTATION - This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution.
Posted: October 29, 2009 | Published: October 29, 2009


Topics:  Help Desk Management | Help Desk Software | Help Desks | Remote Access Software | Remote Support Services | Self-Service Applications Software

WHITE PAPER - 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.
Posted: October 8, 2009 | Published: October 8, 2009


Topics:  Capacity Planning | Configuration Management | Help Desk Management | High Availability | IT Infrastructure | IT Service Management | Mobile Device Management | Mobile Workers | Service Level Management | User Needs Assessments

PODCAST - Learn how organizations like yours are leveraging identity management solutions and designing implementations to accelerate their time to value and achieve their security, compliance and IT cost savings goals today.
Posted: September 29, 2009 | Premiered: September 29, 2009


Topics:  Access Control | Authentication | Authorization | Compliance Best Practices | Help Desk Management | Identity Management | Identity Management Software | Oracle (Product) | Password Authentication Protocol | Regulatory Compliance | Security

TRIAL SOFTWARE - VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change.
Posted: September 21, 2009 | Published: September 18, 2009


Topics:  CRM Software | Help Desk Management | Help Desk Software | Help Desks | Human Resources Software | Reporting Software | Software | Technical Support Staff

WEBCAST - This webcast discusses ways to reduce costs and improve return on investment with desktop virtualization. Learn how implementing this technology enables you to reduce IT staff costs by more than 40 percent. Discover ways to reduce infrastructure expenses and total cost of ownership by more than 50 percent.
Posted: September 17, 2009 | Premiered: September 17, 2009


Topics:  Business Continuity Planning | Data Centers | Desktop Management | Desktop Virtualization | Desktop Virtualization Software | Help Desk Management | IT Management | Virtual Desktop Infrastructure | Virtual Machine | VMware | VMware Infrastructure 3

CASE STUDY - 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.
Posted: September 16, 2009 | Published: September 16, 2009


Topics:  Call Center Services | Call Center Software | CRM | Customer Satisfaction | Customer Service | Customer Support Software | Health Care Industry | Help Desk Management | Help Desk Software | Mobile CRM | Remote Control Software | Smart Phones

WHITE PAPER - 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.
Posted: September 16, 2009 | Published: September 16, 2009


Topics:  Help Desk Management | Help Desk Management Services | Mobile Device Management | Mobile Workers | Remote Support Services | Remote Users | Workforce Management Software

TRIAL SOFTWARE - Supporting remote or travelling workers has become an increasingly high priority for many IT departments. The remote workforce that was once thought of as "merely a trend" has now become the norm.
Posted: September 8, 2009 | Published: September 8, 2009


Topics:  Help Desk Management | IT Management | Mobile Device Management | Mobile Device Management Software | Mobile Workers | Network Management | Remote Computing | Remote Network Management | Remote Support Services | Wireless Computing

WHITE PAPER - 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 whitepaper to discover the path to proper service desk consolidation and its many benefits.
Posted: June 18, 2009 | Published: June 15, 2009


Topics:  Customer Satisfaction | Customer Service Best Practices | Customer Support Software | Help Desk Management | Help Desk Management Services | Help Desk Software | IT Best Practices | Service Level Management

WHITE PAPER - Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..”
Posted: June 17, 2009 | Published: June 15, 2009


Topics:  Business Process Automation | Business Process Reengineering | Business Service Management | Data Collection | Help Desk Management | IT Best Practices | IT Service Management | IT Services | ITIL | Service Level Management | SOA | SOA Governance

WHITE PAPER - IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and evolving and automating key processes between the two groups.
Posted: June 15, 2009 | Published: June 15, 2009


Topics:  Business IT Alignment | Business Process Automation | Business Process Automation Software | Help Desk Management | IT Best Practices | IT Spending | ITIL | Service Level Management