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

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

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 explains key best practices in lifecycle management, uses these as a framework for functional comparison, and includes a cost comparison to determine overall solution value.
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

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

WHITE PAPER - There are many warning signs that indicate your organization might not be operating at its best. Even a help desk that receives minimal user complaints and experiences low call volumes can project signals that scream, "Danger ahead!" Learn the...
Posted: September 19, 2005 | Published: September 1, 2005


Topics:  Help Desk Management | Help Desk Management Services | Help Desks | IT Outsourcing Services | Outsourcing | Productivity | SLA | Vendor Selection