WHITE PAPER - Remote support platforms offer a compelling ROI story, with impacts to multiple core metrics such as first contact resolution, incident handling time and customer satisfaction.
Posted: July 2, 2008 | Published: January 1, 2007


Topics:  Customer Satisfaction | Help Desk Management | Help Desk Software | Remote Support Services | ROI

CASE STUDY - A CosmoCom Consolidation 2.0 solution case study: The VisitBritain contact center, a globally distributed Virtual Contact Center with many individual sites.
Posted: May 27, 2008 | Published: January 1, 2007


Topics:  Call Center Management | Contact Center Management | Customer Service | Help Desk Management | Telecommunications Industry | Tourism Industry | Web Content Management

WHITE PAPER - This report outlines the changes that SLAs have undertaken and discusses the future of SLAs including how they will impact IT.
Posted: April 24, 2008 | Published: April 1, 2008


Topics:  Application Monitoring | Application Monitoring Software | Application Performance Management | Application Performance Management Software | Help Desk Management | Predictive Analytics | Service Level Management | Web Applications Management

WHITE PAPER - This report examines a platform solution for helping your organization to better its problem management processes, reduce operational costs, improve end-user experiences, and meet business goals.
Posted: April 23, 2008 | Published: January 1, 2007


Topics:  Downtime | Help Desk Management | High Availability | IT Service Management | RAS (Reliability, Availability, Serviceability) | Troubleshooting

WEBCAST - Change management helps companies minimize the impact of changes on service quality. View this Webcast to learn about the process of managing change combined with managing the service desk.
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

WEBCAST - In this Webcast, learn about a high-productivity interface, email request processing capabilities and self-service competencies that will speed up response times and improve user satisfaction levels.
Posted: March 28, 2008 | Premiered: March 1, 2008


Topics:  Customer Service | Help Desk Management | Help Desk Software | Help Desks | IT Asset Management | Productivity | Reporting Software | User Experience

WHITE PAPER - Transforming legacy help desk solutions into managed service desks can reduce support and maintenance costs without sacrificing quality. Learn how your organization can support continuous improvement, remain agile and adapt to change.
Posted: October 29, 2007 | Published: August 1, 2007


Topics:  Change Management | Customer Service Best Practices | Help Desk Management | Help Desks | IT Infrastructure | Network Best Practices | Service Level Management

PRODUCT OVERVIEW - An effective service desk must offer a single point of contact to quickly and easily resolve desktop, mobile and software related issues. Learn how about a service desk that can allow you stay productive and focused on your business.
Posted: October 29, 2007 | Published: August 1, 2007


Topics:  Change Management | Customer Service Best Practices | Help Desk Management | Help Desks | IT Infrastructure | Network Best Practices | Service Level Management

WHITE PAPER - The service desk is the first line of defense for reacting to IT issues, yet most organizations haven't designed their service desk properly. Read this white paper to learn about a solution that addresses this problem and help support your clie...
Posted: October 8, 2007 | Published: October 1, 2007


Topics:  Help Desk Management | Help Desk Software | IT Best Practices | IT Management Services | ITIL | Management Service Providers | OEMs | Patch Management | Remote Network Management | Service Level Management | VARs

WHITE PAPER - This Enterprise Management Associates (EMA) white paper compares the KBOX family of appliances from KACE with leading competitors Altiris, LANDesk, and Microsoft, explaining key best practices in lifecycle management.
Posted: September 20, 2007 | Published: January 1, 2007


Topics:  Application Deployment | Asset Management (Finance) | Change Management | Enterprise Systems | Help Desk Management | Inventory Management | IT Asset Management | Patch Management | Remote Access Security | Reporting Software | Security Threats | Software Configuration Management

WHITE PAPER - This white paper explores how to implement effective end-user transaction monitoring and management to attain greater visibility into the user experience.
Posted: September 18, 2007 | Published: August 1, 2007


Topics:  Application Monitoring | Application Monitoring Software | Application Performance Management | Application Performance Management Software | Help Desk Management | Predictive Analytics | Service Level Management | SLA | User Experience | Web Applications Management

WHITE PAPER - Desktop support systems can increase desktop availability and performance and provide the end-to-end stability needed to maintain business processes. Read this paper to learn how to reduce desktop management costs and gain control of your desktops.
Posted: December 6, 2006 | Published: July 1, 2008


Topics:  Business Performance Management | Desktop Management | Help Desk Management | IT Service Management | Network Best Practices | Systems Management

WEBCAST - Discover more about a secure, remote support solution to help your organization improve help desk productivity and reduce downtime and costs.
Posted: October 10, 2006 | Premiered: October 18, 2006


Topics:  Customer Service Best Practices | Desktop Management | Help Desk Management | Help Desk Management Services | Help Desk Software | Help Desks | IT Service Management | ITIL | Technical Support Staff

WHITE PAPER - Increased compliance needs, rise in security threats and the growing number of desktops and remote workers within organizations make it crucial to provide solid desktop management. Read this white paper for more on achieving efficient desktop management.
Posted: May 31, 2006 | Published: February 1, 2006


Topics:  Compliance Software | Desktop Applications Management | Desktop Computer Support | Desktop Management | Help Desk Management | Infrastructure Management | Licensing

WHITE PAPER - There are many "myths" that prevent companies from believing a third-party vendor can provide the help desk solution that best fits their needs. In order to uncover fact from fiction, let's take a closer look at ten common myths about hel...
Posted: May 19, 2006 | Published: May 1, 2006


Topics:  Help Desk Management | Help Desk Management Services | Help Desks | ITIL | Technical Support Staff