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service resolution management

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Improving Service & Support with Service Resolution Management (SRM): With research from the SSPA showing that at least 82% of the cost of delivering support comes from resolving customer issues, Service Resolution Management has become the new buzz in service and support. Previous point technologies such as search engines, scripting tools or simple knowledge bases only...; Tags: Knova Software Inc., Agent, Service Resolution Management, Real Estate, Strategy, Business Operations, Management; White papers

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Optimizing ITIL With SRM: Service Resolution Management for the Next-Generation Service Desk: ITIL provides a proven framework for managing IT processes, and in particular for running the Service Desk. But ITIL requires the right tools to drive significant business results, especially in the areas of Incident Management, Availability Management, Service Management and Problem Management. SRM processes and technologies complement and augment ITIL...; Tags: ITIL, Process Improvement, It Services, Quality, Business Operations; White papers 2005-06-16
Making Every Agent Your Best Agent: Customer service organizations of all sizes face challenges like these, and those that succeed in this environment are leveraging knowledge management and search technology to automate the issue resolution process and provide service above and beyond their customers' expectation. This webcast discusses the ways Service Resolution Management SRM optimizes customer...; Tags: Customer Service, Knova Software Inc., Agent, Real Estate, Product Marketing, Knowledge Management, Customer Relationship Management (CRM), Business Operations, Marketing, Enterprise Software, Software; Webcasts
ITIL Process and Problem Resolution: How does the 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 the IT Service Management...; Tags: 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
Extending CRM With Knowledge Management: Automating Problem Resolution With Knowledge-Empowered Customer Service: In a session with Kanisa and Amdocs ClarifyCRM, leaders from the knowledge management and CRM industries, learn how to increase overall customer satisfaction through the integration of CRM and problem resolution technologies.; Tags: Problem Resolution, Knowledge, CRM, Knowledge Management, Advertising & Promotion, Customer Relationship Management (CRM), Business Intelligence, Strategy, Enterprise Software, Software, Marketing, Data Management, Management; Webcasts

Top 10 Misconceptions about Problem Management and Incident Resolution: A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white paper examines the gaps that exist today in problem management and incident resolution, and why traditional monitoring systems...; Tags: iConclude, Problem Management, Resolution, Help Desk, Call Centers, It Operations; White papers 2005-10-18
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
ANALYST WEBINAR: Link Service Desk and Event Management to Minimize Disruptions: Too often, the service desk lacks the information it needs to restore normal service operation to the business quickly. With the business depending increasingly on IT, it is important to identify, prioritize and resolve threats to service. This webcast discusses three stages of incident and problem management - Stage 1:...; Tags: Service Desk, BMC Software Inc., Webinar, Problem Management, 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
Incident and Problem Management Route to Value: A Path to Effective Business Service Management: Without an organized, single point of contact to assist users when problems arise, businesses cannot respond quickly and efficiently to threats to the quality and timely delivery of IT services. When these threats continue, or result in failures or outages, their control, resolution, and prevention become even more critical. This...; Tags: BMC Software Inc., Business Service Management, Problem Management, It Management, It Services, It service Management; White papers 2005-03-09
Delivering Responsive Service - Click-Through Demo (msi): This is a portable, interactive demo that closely simulates the UI and functionality of an actual solution. Installs to your Start menu and includes a presenter script. Scenario summary: Building effective customer complaint resolution processes remains a top priority for many companies. Highly successful complaint management departments not only...; Tags: Microsoft Corp., Microsoft Office, Office Suites, Software; Software downloads 2007-10-05
The World Has Changed; Have You?: A New Paradigm for Customer Service Management: With more customer-facing channels to manage, growing customer expectations and increasing competitive pressures, delivering quality customer service is more complex than ever. Companies that have adjusted to this changing environment are now achieving important results, including significantly lower operating costs and visibly higher customer loyalty rates. These organizations are embracing...; Tags: Customer Service, Enkata Technologies Inc., Customer Service Management, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software; White papers 2005-04-12
Assured Service Quality by Improved Fault Management: The paradigm shift from device-oriented to service-oriented management has also implications to the area of event correlation. A correlation of user trouble reports concerning services should also be performed. This is necessary to improve the resolution time and to reduce the e ort for keeping the service agreements. This paper...; Tags: Process Management, Correlation, Event Correlation, ITIL, Research & Development, Process Improvement, It Services, Enterprise Software, Business Operations, Quality, Software; White papers 2004-11-15
Companies Find Faster Call Resolution Key to Cost Center Profitability: As companies face a backlash against offshore call centers, or are simply finding it was not the right solution for their particular business, they are bringing service back to the U.S. This doesn't need to be cost-prohibitive however. Nearly 80 percent of the time and cost of providing customer service...; Tags: Customer Service, Kana Software Inc., Call-center, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing; White papers
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 Consolidated Event and Performance Management Solution: IT must optimize vital assets, but this can be a challenge. Because traditional resource management divided tasks across silos of network, system, application and storage management, business critical services - such as order processing, payroll and e-mail - can be similarly fragmented. HP OpenView's integrated management approach consolidates information representing...; Tags: Hewlett-Packard Co., Performance, HP OpenView, Utility Computing, It Management, Service Level Management, Performance Management, It service Management, It Operations, Human Resources, Workforce Management; White papers 2006-08-01
Gaining Control of IT Service Management with a Web-based Service Desk: If your technical support staff is being pressured to do more with less (and whose isn't?), this Numara Software white paper is for you. It explains how today's mid-market organizations are benefiting from the multi-dimensional capabilities of a next-generation, Web-based service desk, which allows them to: Accelerate...; Tags: Service Desk, Numara Software Inc., Web, Information Technology, IT Service Management, It Services; White papers 2006-08-30
Formulating the Right Response in the Contact Center: Process improvement can optimize the use and allocation of resources, but has limits in the ability to achieve maximum cost efficiencies. Technology adoption, on the other hand, offers the potential to dramatically lower costs through automation of product production and service delivery therefore reducing the need for costly labor. This...; Tags: InQuira, Contact Center, Call Centers, Process Improvement, Customer Relationship Management (CRM), It Operations, Quality, Business Operations, Enterprise Software, Software; Webcasts
Reducing Manual Processes With Improved Remote Security, Inventory, and Problem Resolution: Intel vPro technology delivers powerful new hardware-based capabilities that improve remote management of desktop PCs. These capabilities can help Information Technology IT service providers, such as Siemens Business Services Siemens, improve remote discovery, inventory, problem resolution, maintenance, and security when managing a fleet of desktop systems. In particular, the capabilities...; Tags: Security, Problem Resolution, PC, Siemens AG, Intel Corp., Intel vPro Technology, Desktops, Hardware; White papers 2006-08-01
Display Resolution Manager (exe): Dispute display resolution and brightness settings with your colleagues or kids. Stop the squabbles with this program. This is a utility that allows multiple users sharing a computer to set their own display resolution, brightness and contrast options. It will switch monitor to the preferred resolution when the user starts...; Tags: Resolution, Productivity, Monitors & Displays, Hardware, Components; Software downloads 2006-01-10

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