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

WHITE PAPER - Remote support technology is a very popular service and support automation tool for high-tech companies. Freeware and shareware options are available, but come with their own risks. Leveraging a best-of-breed product can improve operational efficiency and customer satisfaction. Read on to learn what to look for in a remote support platform.
Posted: October 29, 2009 | Published: October 29, 2009


Topics:  Customer Support Software | Help Desk Software | Help Desks | Remote Access Software | Remote Computing | Remote Control Software | Remote Support Services

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

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

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

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


Topics:  Configuration Management | CRM | Customer Satisfaction | Customer Service | Customer Support Software | File Transfer Protocols | Help Desk Management Services | Help Desk Software | Remote Control Software | Remote Support Services

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

WEBCAST - The Numara Track It! helpdesk/ asset management solution offers a fully integrated “Change Management” module that provides flexibility for seamless upgrades of services - hardware and software. Watch this webinar to learn how this comprehensive solution tool allows anyone to manage change from any location without the cost of...
Posted: June 8, 2009 | Premiered: June 8, 2009


Topics:  Asset Management Services | Change Management | Cost Benefit Analysis | Help Desk Management | Help Desk Management Services | Help Desk Software | IT Best Practices | IT Services | Software Licensing | Software Maintenance

WEBCAST - View this Webcast to explore the challenges in designing a workable change management process, defining approval workflows and to hear examples of creating audit trails for Sarbanes-Oxley compliance with respect to IT changes.
Posted: March 28, 2008 | Premiered: March 1, 2008


Topics:  Business Process Management | Change Management | Customer Service | Help Desk Management | Help Desk Software | Help Desks | Sarbanes-Oxley Compliance | Workflow Software