Sponsored White Papers, Webcasts, and Downloads
Additional Resources
- 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
- 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
- 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
- Improve IT Effectiveness: The Integrated Service Desk and Configuration Management Advantage
- It's easy to reliably manage operating systems, patches, applications, and user settings. With an integrated solution, HP Service Desk holds the process definition and instructs the HP Software Configuration Management solution to enact a change according to the process. The Configuration Management solution provides information and analysis to enable effective...
- Tags: Service Desk, Hewlett-Packard Co., Information Technology, Configuration Management, Configuration Management Solution, It Services
- Webcasts
- How One Credit Union Restored Users' Trust in its Help Desk System
- When the Addison Avenue Federal Credit Union spun off from its parent company, Hewlett-Packard, in 2002, it needed to build its own IT infrastructure and help desk. Dissatisfied with the clunky method by which it had previously handled service tickets, the credit union sought a customizable, Web-based service desk solution...
- Tags: Service Desk, BMC Software Inc., Remedy Corp., Help Desk, Call Centers, It Management, It Operations, It service Management
- Case studies
- 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
- University Closes Information Gap With BMC Service Desk Express Suite
- Liverpool John Moores University is a city-based university, with more than 27,000 students studying 200-plus courses at undergraduate and postgraduate levels. The University needed a flexible and sophisticated service desk solution to replace a number of disparate systems. The University deployed BMC software for its solution and implemented BMC Service...
- Tags: Service Desk, BMC Software Inc., Liverpool John Moores University, It Management, It Services, It service Management
- Case studies 2008-05-01
- Olan Mills Keeps Customers Satisfied and Employees Productive With Magic Service Desk Suite
- Olan Mills, with retail stores in the U.S. and U.K., is a leading portrait photography company in both countries. Olan Mills searched for a highly versatile solution that would help to decrease maintenance and the time-to-resolution for its help desk calls. Olan Mills first chose Magic Service Desk Suite, a...
- Tags: Service Desk, BMC Software Inc., Problem Management, Olan Mills, Help Desk, Call Centers, It Management, It Operations, It service Management
- Case studies
- Help Desk for IIS (exe)
- Help Desk for IIS is a Web-based help desk software solution for delivering customer service and support. It easily installs on your Web server as ISAPI extension for Microsoft Internet Information Services. You don't need any additional software for your customers or technicians except Web browser. Help Desk for IIS...
- Tags: MIS Utilities, Microsoft IIS Server, Help Desk, Call Centers, It Operations
- Software downloads 2006-08-03
- MultiCare Uses CA's Service Desk Solution to Automate ITIL Processes
- MultiCare Health System maintains centralized IT operations for its many healthcare entities, while supporting geographically dispersed end-user communities located in more than 60 geographic locations. In 2002, with the restructure of the IS help desk, MultiCare was looking for a new service management solution. At the same time, facing shrinking...
- Tags: Service Desk, Service Management, Health Care, Computer Associates International Inc., ITIL, MultiCare Health System, It Services, Vertical Industries, Benefits, Healthcare, Enterprise Software, Software, Human Resources
- Case studies
- ClubCorp Streamlines Support Processes With the Magic Service Desk Suite
- Founded in 1957, Dallas-based ClubCorp has approximately $1.6 billion in assets. Internationally, ClubCorp has been using Magic Service Desk Suite, a Remedy IT Service Management solution from BMC Software, in its IT Department for over three years. The system is now used by 119 employees in the IT Department to...
- Tags: Service Desk, BMC Software Inc., ClubCorp, It Management, It service Management
- Case studies
- 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
- 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
- ALD Puts Remedy AR System at the Heart of Its IT Service Infrastructure
- ALD Automotive is a leasing company based in Hamburg. It provides an enfolding service offer to commercial customers. ALD's requirement was for a comprehensive help desk solution that could go live as quickly as possible but which would offer the security a financial business needs. The new help desk is...
- Tags: Information Technology, Remedy Corp., ALD, ALD Automotive, Help Desk, Call Centers, It Operations
- Case studies
- Measuring Success - Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI
- As IT budgets continue to fall under close scrutiny, it's more important than ever to ensure that software purchases are adding to ones company's bottom line. Selecting the right service desk solution for managing the mission-critical operations can help to accomplish this goal. Selecting the wrong one can cost you....
- Tags: Service Desk, ROI, It Services
- White papers 2006-04-04
- Addison Avenue Federal Credit Union Restores Trust in Help Desk System With Magic Service Desk Suite
- Named after the street in Palo Alto, California, where Bill Hewlett and Dave Packard started an electronics company in a garage, Addison Avenue Federal Credit Union serves employees and family members of Hewlett-Packard HP, Agilent Technologies and other groups. Addison Avenue wanted a Web-based help desk system designed for mid-sized...
- Tags: Service Desk, BMC Software Inc., Help Desk, Call Centers, It Operations
- Case studies
- TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk
- As the fastest-growing fuel brand in the United Kingdom, oil and gas multinational TOTAL UK has a powerful presence. For TOTAL UK Limited, improving efficiency and productivity, while minimizing costs, have always been key objectives. Such considerations were a major factor behind the strategy to integrate its disparate help desk...
- Tags: Service Desk, BMC Software Inc., ITIL, Remedy Corp., Help Desk, Call Centers, It Management, It Operations, It service Management
- Case studies
- The Hosted Customer Service Desk - It's About Cost, Control, and Reliability
- Support organizations today face many similar business challenges as they strive to effectively service their internal and external customers, regardless of their size or industry. In the face of these challenges, customer service managers may find themselves searching for new technology to address their customer service initiatives. One of the...
- Tags: Customer Service, Cost Control, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2004-09-08
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