Sponsored White Papers, Webcasts, and Downloads
Additional Resources
- The Benefits of a Single Point of Contact
- In ITIL, the service desk function performs a number of critical tasks. To say it is simply the traditional help desk renamed does not do the service desk justice. In many respects, the service desk's role as the single point of contact is one of the most important facets because...
- Tags: Service Desk, Benefit, It Services
- White papers 2006-08-10
- Building a Winning Service Desk
- The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level management, and sometime extend beyond traditional IT Services. This paper gives a roadmap and key considerations for setting up an efficient...
- Tags: Service Desk, It Services
- White papers 2005-08-24
- Service Desk 5.0 in the HP OpenView Ecosystem
- HP OpenView Service Desk, or Service Desk, is an excellent product to manage the Adaptive Enterprise because it provides in a single package an implementation of the following three components: CMDB, ITIL Service Support and Service Delivery, and Service Level Management. Not only are these components gathered together in the...
- Tags: Service Desk, Hewlett-Packard Co., HP OpenView, It Services, Utility Computing, It Management, It service Management
- White papers 2005-08-01
- Trends 2005: IT Service Desk
- In service desk circles, 2005 may well be the year of ITIL. The UK-based IT Infrastructure Library, a set of IT standards, will continue to be the hot topic at IT service desk conferences, and every new release of service desk software stresses ITIL compliance. Embracing best practices is always...
- Tags: Service Desk, Information Technology, ITIL, It Services, Process Improvement, Strategy, Quality, Business Operations, Management
- White papers 2004-11-01
- Magic Service Desk Suite - Demonstration
- Magic Service Desk Suite v8 is designed to meet the needs of small and mid-size business, automate service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library ITIL best practices, the industry standard...
- Tags: Service Desk, BMC Software Inc., Service Management, Industry Standard, Help Desk, It Services, Call Centers, It Operations
- Webcasts
- How Does Your IT Help Desk Measure Up?
- Today's IT help desks must respond to their companies' ever-growing service needs - without increasing their already strained staff and budgets. How efficient do you think your IT help desk really is? If you think your IT help desk could do better, it's time for an IT...
- Tags: Information Technology, Strategy, Management
- White papers 2006-08-14
- HP OpenView Service Desk Process Insight Software 1.1
- HP OpenView Service Desk Process Insight is an HP OpenView Business Process Insight solution to monitor the IT Service Management ITSM and IT Infrastructure Library ITIL processes managed by HP OpenView Service Desk solution. HP OpenView Service Desk Process Insight software provides real-time visibility into the ITIL processes managed by...
- Tags: Service Desk, Software, Hewlett-Packard Co., HP OpenView, HP OpenView Service Desk Process Insight, ITIL, Help Desk, Utility Computing, It Management, It Services, Call Centers, It Operations, It service Management
- White papers 2005-09-01
- Ease of Upgrading and Enhancements in Unicenter Service Desk r11
- Unicenter Service Desk r11 will help accelerate the service and support process, improve productivity, closely align a service desk with the business and help reduce costs. Upgrading to Unicenter Service Desk r11 has never been easier with CA's easy to use installation process that automatically upgrades data, forms, workflow, and...
- Tags: Service Desk, CA Unicenter, Computer Associates International Inc., It Services, It Management, It service Management
- Webcasts
- IT Process and Problem/Incident Management
- How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers and many others who are seeking to achieve such improvements have been looking to IT service management ITSM...
- Tags: Service Desk, Information Technology, iConclude, Problem Management, ITIL, It Services, Service Level Management, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management
- White papers 2005-10-18
- Magic Service Desk Suite for the Small and Mid-Sized Business
- Magic Service Desk Suite 8.0 is designed to meet the business requirements, automate the service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library ITIL best practices, the industry standard framework for IT...
- Tags: Service Desk, BMC Software Inc., Service Management, Industry Standard, Small And Medium Business, Magic Service Desk Suite 8.0, Help Desk, It Services, Call Centers, It Operations
- White papers
- Help Desk/Service Management Software: Hornbill
- Anyone using Hornbill Supportworks for their Help Desk/Service Desk IT Service Management tool suite? If so, how has it performed? Did it meet your expectations? How was the development and implementation? How "out of the box" was it?How long did it take to implement/go-live?
- Tags: dsnethen, e-mail, Help, help desk, Hornbill, Hornbill Supportworks, itil, itsm, service desk, software, support, user services
- Discussion threads 2006-04-14
- Keeping Your Service Desk Staff
- Endeavour to make the working life of Service Desk staff as interesting, stimulating and pleasant as possible. It is a unique role requiring unique skills and should be recognized and rewarded as such. Provide opportunities for career progression within the Service Desk and service management. Your staff is your greatest...
- Tags: Service Desk, It Services, Professional Development, Career
- White papers
- CA Leverages Its Own Product - Unicenter ServicePlus Service Desk to Manage Worldwide Help Desk
- With approximately 17,000 employees worldwide, CA is a company that needs a responsive IT help desk. They rely on its own Unicenter ServicePlus Service Desk product to ease the help desk process for everyone involved. Worldwide, 75 CA call center technicians take more than 4,000 calls per week. The result...
- Tags: Service Desk, CA Unicenter, Computer Associates International Inc., Help Desk, Call Centers, It Operations
- Case studies
- Recruiting for the Service Desk
- Good customer service skills should be recognized as, if not more, important than technical skills. When this recognition is truly accepted within IT, Service Desk staffs are more likely to be paid salaries reflecting the specific skill set that they bring to the organization. If we have an internal Service...
- Tags: Service Desk, Customer Service, Skill, Recruiting, It Services
- White papers
- Touchpaper Helps Staffordshire County Council Realise New Vision for IT
- Staffordshire County Council serves a local population of 800,000 people, employing more than 30,000 staff. The council's overall aim is to make Staffordshire an even better place to live, work, visit and invest and is responsible for all the major public services within the county. The goal of Staffordshire County...
- Tags: Service Desk, Information Technology, Council, Vision, Touchpaper Software, Staffordshire County Council, It Services, Strategy, Management
- Case studies
- Industry Leading Asset Management for HP OpenView Service Desk
- This webcast discovers how HP openview's newly acquired asset management can help service desk better track asset and financial data related to the services defined within service desk.
- Tags: Service Desk, Asset, Hewlett-Packard Co., Industry, HP OpenView, Asset Management, It Services, Operational Planning, Business Operations
- Webcasts
- Travel and Transport Increases Efficiencies and Productivity With BMC Software
- Travel and Transport wanted a service desk product that provided real-time remote query and inventory capabilities, along with the ability to remotely administer PCs and report help desk activity levels. BMC Magic Service Desk Suite a previous version of BMC Service Desk Express Suite meets all of Travel and Transport's...
- Tags: BMC Software Inc., It Management, Help Desk, It service Management, It Operations
- Case studies
- Make Your Service Desk “Dynamic” with Direct Access to Corporate Contact Records in LDAP-based Directories
- Download this white paper from UniPress Software to learn how integrating your organization’s LDAP address book with its service desk operations can reduce overall support costs and boost help desk productivity. This informative document highlights the critical components of LDAP address book integration and introduces six key issues to consider...
- Tags: Service Desk, Microsoft Access, UniPress Software, LDAP, It Services, Directory Services, Enterprise Software, Software
- White papers 2004-09-01
- Incident Management - Do's and Don'ts
- This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service Desk on ITIL principles, or moving a current Help Desk to an ITIL based single...
- Tags: Service Desk, Incident Management, ITIL, Process Improvement, It Services, Help Desk, Quality, Business Operations, It Operations
- White papers 2006-11-29
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