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Title Date Added Company

Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup 2008-06-19 Serena Software

Keep your internal customers, support and development teams informed--from first call to final fix--with insight at every step along the way. View this Serena webinar to see how Business Mashups drive productivity throughout IT, starting with the main internal customer entry point--the IT help desk.

Serena Software master masher Summer Ficarrotta shows you how Business Mashups automate and coordinate the way incidents are captured, routed, escalated and resolved through IT Support and Application Development. She also demonstrates one of Serena's free pre-built Business Mashups, the Incident Escalation Mashup, which helps escalate issues and routes them through development's issue tracking system.

With Serena's Incident Escalation Mashup you can restore business applications fast. This Business Mashup offers:

Faster and more accurate communication with application users

Visibility into incident status and activity, from capture and escalation through resolution

Auditable, traceable processes that ensure your best practices are followed

View Serena's Webinar today and "Mash Support!"

Tags: Customer Support Services, Web Services, Collaborative Web, IT Reliability, Software Project Management, Application Development

10+ common questions about SQL Server data types 2008-05-15 Susan Harkins

SQL Server has a variety of data types, and as with most things, the more options you have, the more confusing a choice can be. Susan Harkins offers answers to the questions she hears most often about using SQL Server data types.

This download is also available as an entry in our 10 Things blog.

TechNet Webcast: How Microsoft IT Uses the Automated Service Agent System to Deliver a Low-Cost, High-Value Service (Level 300) 2008-04-08 Microsoft Tips

The presenter of this webcast shows how the Global Help desk implemented a web-based, interactive solution called Ask FastHelp based on the Microsoft Automated Service Agent system (ASA). ASA combined the low cost of online support while delivering immediate and high-impact value responses associated with customer support. The Ask FastHelp solution is expected to result in $1.5M in annual cost savings.

Tags: Customer Support Services

The Strategic Role of IT Culture in Business Performance 2008-04-02 Citrix Online

The role of IT is evolving. Once viewed as simply a support to the business, IT is now properly seen as key to business success. For IT to succeed in its new role, it is critical for IT culture to be aligned with the strategy and goals of the rest of the company.

Hear an expert panel discuss the challenges that IT faces integrating itself into company culture and attracting, retaining and developing top-flight IT professionals.

View this Webcast to learn:

How to improve internal customer-satisfaction levels and overall IT perception

Best practices for creating an IT culture of performance and value

Why remote support technology enables increased agent productivity and end-user satisfaction

Tags: Customer Support Services, Call Center - Contact, IT Reliability, Remote Access - RA Servers

ITIL v2 to v3 - is it worth it? 2008-03-05 Axios Systems

ITIL has become the most widely adopted Best Practice framework for ITSM. The recent ITIL V3 refresh has sparked renewed interest but, although many are aware of the new version, the majority are unsure as to how, or even if, it will affect them. V3 has prompted IT organisations to look at existing processes, ITIL maturity and future strategic plans, including ISO/IEC 20000 accreditation. This White Paper uses the IT Maturity Model to compare each ITIL version and identify which approach is best suited to individual IT organisations.
Findings of this report indicate that V3 is not suited to every organisation, but provides elements that can be used to drive improvements and acts as a benchmark. The level of IT maturity within an organisation can be linked to its predominant focus, whether process or service-driven. Thus, V3 should be seen as evolving from V2, as opposed to replacing it. The basic V2 processes must be in place to a sufficient IT maturity level before the V3 Service Lifecycle Approach can be considered. The decision to embrace V3 is also dependent on the overall business strategy, which may not necessarily tie in with the V3 mindset. So, is V3 right for you?

Tags: Business Management, IT HR - Staffing - Training

Best Practices for At-Home Agents 2008-02-01 Avaya

What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take an occasional call? Are you envisioning a progressive, cost-saving contact center strategy? Or does the very idea conjure up fears of personnel problems and management mayhem?

From your customers' perspective, the agent must be so professional as to be indistinguishable from an in-office agent. And from a management perspective, it had better be cost effective.

Fortunately, home agents can be both professional and cost effective. The strategy is working for many companies, and the trend is catching on. Read this paper for reasons to consider home agents, and best practices for implementing a home agent program in your business.

Tags: Customer Support Services, Call Center - Contact, Resources Mgmt., Strategic Planning

Increase First Contact Resolution: The Key to Superior Support 2008-02-01 Citrix Online

Do you have the power to resolve customer issues with one contact - every time? "Surveys show that the single greatest way to satisfy customers is to have the first agent they speak with solve their problem," says John Ragsdale, VP of Research for the Service and Support Professionals Association (SSPA). Unfortunately, SSPA benchmarks also show that first contact resolution is declining, down from 54% to 46% in the last 3 years.

View this Webinar to hear Mr. Ragsdale make a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.

Tags: Customer Support Services, Call Center - Contact, Service Level Management, IT Reliability

Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services 2008-01-23 Citrix Online

The IT help desk is the guardian of day-to-day business productivity and, more importantly, the front door to your IT organization. However, a Forrester survey reveals that only 53% of technology users at U.S. companies are satisfied with the support services they receive.

View this Webinar, featuring Chip Gliedman, principal analyst for Forrester Research, who reveals 5 best practices for improving IT service delivery and support.

Key reasons to watch:

Discover strategies that every IT help desk should practice for improved IT service delivery.

Learn how to improve internal customer satisfaction levels and overall IT perception.

Receive service and support technology recommendations for increasing agent productivity and end-user satisfaction.

Tags: Customer Support Services, Strategic Planning, IT Reliability, Service Level Management

Remote Support has never been so easy! Try WebEx free today! 2008-01-01 WebEx Communications

With WebEx Remote Support, it's easy to stay in control--working right from your desk to minimize technology-driven downtime while maximizing help desk productivity. You have the power to launch support sessions right from your desk, deliver real-time IT support to employees any time, anywhere, and provide immediate fixes without the time and expense of onsite visits. You can even proactively push regular updates and security patches to every PC in your company. It's all possible with WebEx Remote Support. And it's easier than you could imagine. Try it free today!

Tags: Customer Support Services, Call Center - Contact, IT Reliability, Remote Access - RA Servers

Dell Case Study: Safety-Kleen 2008-01-01 Dell

As one of the leading oil-recycling, parts-cleaning, and industrial waste management services companies in North America, Safety-Kleen counts 436 of the Fortune 500 companies among its clients. Safety-Kleen wanted to improve the performance of its IT help desk to provide employees with better service and faster resolution of issues, all without increasing costs. As a solution Dell Managed Services established a 12-person Dell Service Desk dedicated to supporting Safety-Kleen employees.

Tags: Customer Support Services

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Title	Date Added	Company
Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup	2008-06-19	Serena Software
Keep your internal customers, support and development teams informed--from first call to final fix--with insight at every step along the way. View this Serena webinar to see how Business Mashups drive productivity throughout IT, starting with the main internal customer entry point--the IT help desk. Serena Software master masher Summer Ficarrotta shows you how Business Mashups automate and coordinate the way incidents are captured, routed, escalated and resolved through IT Support and Application Development. She also demonstrates one of Serena's free pre-built Business Mashups, the Incident Escalation Mashup, which helps escalate issues and routes them through development's issue tracking system. With Serena's Incident Escalation Mashup you can restore business applications fast. This Business Mashup offers: Faster and more accurate communication with application users Visibility into incident status and activity, from capture and escalation through resolution Auditable, traceable processes that ensure your best practices are followed View Serena's Webinar today and "Mash Support!" Tags: Customer Support Services, Web Services, Collaborative Web, IT Reliability, Software Project Management, Application Development
10+ common questions about SQL Server data types	2008-05-15	Susan Harkins
SQL Server has a variety of data types, and as with most things, the more options you have, the more confusing a choice can be. Susan Harkins offers answers to the questions she hears most often about using SQL Server data types. This download is also available as an entry in our 10 Things blog.
TechNet Webcast: How Microsoft IT Uses the Automated Service Agent System to Deliver a Low-Cost, High-Value Service (Level 300)	2008-04-08	Microsoft Tips
The presenter of this webcast shows how the Global Help desk implemented a web-based, interactive solution called Ask FastHelp based on the Microsoft Automated Service Agent system (ASA). ASA combined the low cost of online support while delivering immediate and high-impact value responses associated with customer support. The Ask FastHelp solution is expected to result in $1.5M in annual cost savings. Tags: Customer Support Services
The Strategic Role of IT Culture in Business Performance	2008-04-02	Citrix Online
The role of IT is evolving. Once viewed as simply a support to the business, IT is now properly seen as key to business success. For IT to succeed in its new role, it is critical for IT culture to be aligned with the strategy and goals of the rest of the company. Hear an expert panel discuss the challenges that IT faces integrating itself into company culture and attracting, retaining and developing top-flight IT professionals. View this Webcast to learn: How to improve internal customer-satisfaction levels and overall IT perception Best practices for creating an IT culture of performance and value Why remote support technology enables increased agent productivity and end-user satisfaction Tags: Customer Support Services, Call Center - Contact, IT Reliability, Remote Access - RA Servers
ITIL v2 to v3 - is it worth it?	2008-03-05	Axios Systems
ITIL has become the most widely adopted Best Practice framework for ITSM. The recent ITIL V3 refresh has sparked renewed interest but, although many are aware of the new version, the majority are unsure as to how, or even if, it will affect them. V3 has prompted IT organisations to look at existing processes, ITIL maturity and future strategic plans, including ISO/IEC 20000 accreditation. This White Paper uses the IT Maturity Model to compare each ITIL version and identify which approach is best suited to individual IT organisations. Findings of this report indicate that V3 is not suited to every organisation, but provides elements that can be used to drive improvements and acts as a benchmark. The level of IT maturity within an organisation can be linked to its predominant focus, whether process or service-driven. Thus, V3 should be seen as evolving from V2, as opposed to replacing it. The basic V2 processes must be in place to a sufficient IT maturity level before the V3 Service Lifecycle Approach can be considered. The decision to embrace V3 is also dependent on the overall business strategy, which may not necessarily tie in with the V3 mindset. So, is V3 right for you? Tags: Business Management, IT HR - Staffing - Training
Best Practices for At-Home Agents	2008-02-01	Avaya
What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take an occasional call? Are you envisioning a progressive, cost-saving contact center strategy? Or does the very idea conjure up fears of personnel problems and management mayhem? From your customers' perspective, the agent must be so professional as to be indistinguishable from an in-office agent. And from a management perspective, it had better be cost effective. Fortunately, home agents can be both professional and cost effective. The strategy is working for many companies, and the trend is catching on. Read this paper for reasons to consider home agents, and best practices for implementing a home agent program in your business. Tags: Customer Support Services, Call Center - Contact, Resources Mgmt., Strategic Planning
Increase First Contact Resolution: The Key to Superior Support	2008-02-01	Citrix Online
Do you have the power to resolve customer issues with one contact - every time? "Surveys show that the single greatest way to satisfy customers is to have the first agent they speak with solve their problem," says John Ragsdale, VP of Research for the Service and Support Professionals Association (SSPA). Unfortunately, SSPA benchmarks also show that first contact resolution is declining, down from 54% to 46% in the last 3 years. View this Webinar to hear Mr. Ragsdale make a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty. Tags: Customer Support Services, Call Center - Contact, Service Level Management, IT Reliability
Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services	2008-01-23	Citrix Online
The IT help desk is the guardian of day-to-day business productivity and, more importantly, the front door to your IT organization. However, a Forrester survey reveals that only 53% of technology users at U.S. companies are satisfied with the support services they receive. View this Webinar, featuring Chip Gliedman, principal analyst for Forrester Research, who reveals 5 best practices for improving IT service delivery and support. Key reasons to watch: Discover strategies that every IT help desk should practice for improved IT service delivery. Learn how to improve internal customer satisfaction levels and overall IT perception. Receive service and support technology recommendations for increasing agent productivity and end-user satisfaction. Tags: Customer Support Services, Strategic Planning, IT Reliability, Service Level Management
Remote Support has never been so easy! Try WebEx free today!	2008-01-01	WebEx Communications
With WebEx Remote Support, it's easy to stay in control--working right from your desk to minimize technology-driven downtime while maximizing help desk productivity. You have the power to launch support sessions right from your desk, deliver real-time IT support to employees any time, anywhere, and provide immediate fixes without the time and expense of onsite visits. You can even proactively push regular updates and security patches to every PC in your company. It's all possible with WebEx Remote Support. And it's easier than you could imagine. Try it free today! Tags: Customer Support Services, Call Center - Contact, IT Reliability, Remote Access - RA Servers
Dell Case Study: Safety-Kleen	2008-01-01	Dell
As one of the leading oil-recycling, parts-cleaning, and industrial waste management services companies in North America, Safety-Kleen counts 436 of the Fortune 500 companies among its clients. Safety-Kleen wanted to improve the performance of its IT help desk to provide employees with better service and faster resolution of issues, all without increasing costs. As a solution Dell Managed Services established a 12-person Dell Service Desk dedicated to supporting Safety-Kleen employees. Tags: Customer Support Services