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Title Date Added Company

How to Calculate the ROI of Remote Support 2007-08-27 Citrix Online

Few companies today will approve new support technology purchases without first addressing the projected return on investment (ROI). In this new SSPA Executive Insight, VP of research John Ragsdale details the steps necessary for building a business case for remote support. Read this report to learn how to:

Identify important ROI metrics, such as first-contact resolution, incident-handling time, escalations and customer satisfaction

Look at how other companies use remote support to help shape your own remote-support strategy

Calculate the cost savings of implementing an efficient remote-support solution

Tags: Customer Support Services, Call Center - Contact, Service Level Management, Remote Access - RA Servers

Productivity Gains from Making Remote Support Virtual 2007-08-13 Bomgar

Support virtualization enables your support reps to be at multiple locations at once, solving support issues with unbelievable speed and effectiveness.

Over 3,500+ organizations have virtualized their support reps and have decreased IT costs while increasing support rep productivity by:

Drastically reducing on-site visits

Increasing support rep capacity and

Increasing customer satisfaction.

Download this free whitepaper to learn how to eliminate the physical restraints your support staff faces and deliver tangible business value to your organization.

Tags: Customer Support Services, ROI - TCO, IT Reliability, Remote Access - RA Servers

ITIL Version 3 0000-00-00 Two Hills

This paper provides a summary of what the IT Skeptic knows about ITIL Version 3, kept up to date as facts unfold. People are starting to realise how different ITIL Version 3 ("The Refresh") is from ITIL Version 2, and how much more extensive the scope and ideas are. There is no doubt that the re-engineering has been extensive. The diagram in the paper makes that clear. A bit like a DOS-based command-line-driven utility being rewritten as a Windows GUI with workflow.

Six Top Support Issues that Keep Execs Awake at Night 2007-07-05 Citrix Online

Confused about how to optimize your customer support program? You're not alone. The Service and Support Professionals Association (SSPA) recently released a groundbreaking white paper outlining the 6 hardest-hitting issues facing support executives today.

Download this SSPA Executive Insight today to discover what the SSPA recommends as a secret weapon to combating these tough issues and learn foolproof strategies for increasing productivity, quality, satisfaction and loyalty.

Tags: Customer Support Services, Service Level Management, Cost Control - Risk Mgmt., IT Reliability

From Call Routing to Real Time Customer Success 2007-07-01 WebEx Communications

With a single set of queues, one set of routing rules, a universal analyst interface, & integrated analytics, web-based ACDs enable support centers to provide consistent customer experiences with a shared group of analysts across chat, email, and other electronic channels. Learn more now.

Tags: Customer Support Services,

Real Results Report: Health services organizations comply with HIPAA using WebEx 2007-07-01 WebEx Communications

Health services organizations around the world are discovering that they can optimize business strategies while protecting patient records. These companies use WebEx online applications to reach and support a growing number of employees and customers. They also follow HIPAA mandates using WebEx secure connections that encrypt all content. This content is never stored on WebEx, ensuring the highest level of data security and confidentiality. Using WebEx, healthcare institutions can now collaborate anywhere, any time, with minimal risk.

See how these four companies experienced phenomenal results by integrating WebEx into their work environments:

Maimonides Medical Center protected patient data in accordance with HIPAA requirements, while maintaining flexible access to remote vendors.

Darco used WebEx to launch a complex, new medical device, making the most of sales resources, while delivering a reliable, consistent message.

Iowa Foundation for Medical Care improved the quality of customer training by using WebEx to maximize training budgets and reduce travel time and cost.

Affymetrix leveraged WebEx to broaden its market reach to geographically-dispersed audiences, and provide seamless technical support to customers worldwide.

Tags: MSP, Legal, Resources Mgmt., HIPAA

Using HP Web Jetadmin 10.0 in Help Desk Operations 2007-07-01 Hewlett-Packard (HP)

HP Web Jetadmin 10.0 contains many tools for troubleshooting printers. As a result, it is increasingly being used as a Help Desk troubleshooting tool. HP Web Jetadmin 10.0 includes several features for Help Desk personnel to remotely troubleshoot printers without having to physically visit the printer. This significantly reduces the time spent resolving issues. Proactive measures, such as regularly querying for status or enabling email alerts, can be enforced so that printer problems can be resolved before the end user call ever comes in to the Help Desk.

Tags: Printers - Plotters

Tribune Gains Enhanced Visibility With Borland StarTeam 2007-06-28 Borland Software

Tribune is one of the country's top media companies, operating businesses in broadcasting and publishing. The company wanted to maintain credibility with its constituents, gain a consistent view of projects and save time. Tribune deployed BMC software for its solution and implemented Borland StarTeam which saves time by 25%-50% and improves visibility.

Dynamic SLA-Negotiation Based on WS-Agreement 2007-06-24 CoreGRID Network of Excellence

A typical task of a grid level scheduling service is the orchestration and coordination of resources in the grid. Especially the co-allocation of resources makes high demands on this service. Co-allocation requires the grid level scheduler to coordinate resource management systems located in different domains. Provided that the site autonomy has to be respected negotiation is the only way to achieve the intended coordination. Today, it is common practice to do this by using web service technologies. Furthermore, Service Level Agreements (SLAs) emerged as a new way to manage usage of resources in the grid and are already adopted by a number of management systems. Therefore, it is natural to look for ways to adopt SLAs for grid level scheduling.

Tags: High Performance Computing

Real Results Report: Businesses improve customer support experiences with WebEx Support Center 2007-06-01 WebEx Communications

Using On-Demand Web services, companies around the globe are discovering new ways to reach, handle, and satisfy a constantly growing customer-base. Here are four companies that made it happen.

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

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Title	Date Added	Company
How to Calculate the ROI of Remote Support	2007-08-27	Citrix Online
Few companies today will approve new support technology purchases without first addressing the projected return on investment (ROI). In this new SSPA Executive Insight, VP of research John Ragsdale details the steps necessary for building a business case for remote support. Read this report to learn how to: Identify important ROI metrics, such as first-contact resolution, incident-handling time, escalations and customer satisfaction Look at how other companies use remote support to help shape your own remote-support strategy Calculate the cost savings of implementing an efficient remote-support solution Tags: Customer Support Services, Call Center - Contact, Service Level Management, Remote Access - RA Servers
Productivity Gains from Making Remote Support Virtual	2007-08-13	Bomgar
Support virtualization enables your support reps to be at multiple locations at once, solving support issues with unbelievable speed and effectiveness. Over 3,500+ organizations have virtualized their support reps and have decreased IT costs while increasing support rep productivity by: Drastically reducing on-site visits Increasing support rep capacity and Increasing customer satisfaction. Download this free whitepaper to learn how to eliminate the physical restraints your support staff faces and deliver tangible business value to your organization. Tags: Customer Support Services, ROI - TCO, IT Reliability, Remote Access - RA Servers
ITIL Version 3	0000-00-00	Two Hills
This paper provides a summary of what the IT Skeptic knows about ITIL Version 3, kept up to date as facts unfold. People are starting to realise how different ITIL Version 3 ("The Refresh") is from ITIL Version 2, and how much more extensive the scope and ideas are. There is no doubt that the re-engineering has been extensive. The diagram in the paper makes that clear. A bit like a DOS-based command-line-driven utility being rewritten as a Windows GUI with workflow.
Six Top Support Issues that Keep Execs Awake at Night	2007-07-05	Citrix Online
Confused about how to optimize your customer support program? You're not alone. The Service and Support Professionals Association (SSPA) recently released a groundbreaking white paper outlining the 6 hardest-hitting issues facing support executives today. Download this SSPA Executive Insight today to discover what the SSPA recommends as a secret weapon to combating these tough issues and learn foolproof strategies for increasing productivity, quality, satisfaction and loyalty. Tags: Customer Support Services, Service Level Management, Cost Control - Risk Mgmt., IT Reliability
From Call Routing to Real Time Customer Success	2007-07-01	WebEx Communications
With a single set of queues, one set of routing rules, a universal analyst interface, & integrated analytics, web-based ACDs enable support centers to provide consistent customer experiences with a shared group of analysts across chat, email, and other electronic channels. Learn more now. Tags: Customer Support Services,
Real Results Report: Health services organizations comply with HIPAA using WebEx	2007-07-01	WebEx Communications
Health services organizations around the world are discovering that they can optimize business strategies while protecting patient records. These companies use WebEx online applications to reach and support a growing number of employees and customers. They also follow HIPAA mandates using WebEx secure connections that encrypt all content. This content is never stored on WebEx, ensuring the highest level of data security and confidentiality. Using WebEx, healthcare institutions can now collaborate anywhere, any time, with minimal risk. See how these four companies experienced phenomenal results by integrating WebEx into their work environments: Maimonides Medical Center protected patient data in accordance with HIPAA requirements, while maintaining flexible access to remote vendors. Darco used WebEx to launch a complex, new medical device, making the most of sales resources, while delivering a reliable, consistent message. Iowa Foundation for Medical Care improved the quality of customer training by using WebEx to maximize training budgets and reduce travel time and cost. Affymetrix leveraged WebEx to broaden its market reach to geographically-dispersed audiences, and provide seamless technical support to customers worldwide. Tags: MSP, Legal, Resources Mgmt., HIPAA
Using HP Web Jetadmin 10.0 in Help Desk Operations	2007-07-01	Hewlett-Packard (HP)
HP Web Jetadmin 10.0 contains many tools for troubleshooting printers. As a result, it is increasingly being used as a Help Desk troubleshooting tool. HP Web Jetadmin 10.0 includes several features for Help Desk personnel to remotely troubleshoot printers without having to physically visit the printer. This significantly reduces the time spent resolving issues. Proactive measures, such as regularly querying for status or enabling email alerts, can be enforced so that printer problems can be resolved before the end user call ever comes in to the Help Desk. Tags: Printers - Plotters
Tribune Gains Enhanced Visibility With Borland StarTeam	2007-06-28	Borland Software
Tribune is one of the country's top media companies, operating businesses in broadcasting and publishing. The company wanted to maintain credibility with its constituents, gain a consistent view of projects and save time. Tribune deployed BMC software for its solution and implemented Borland StarTeam which saves time by 25%-50% and improves visibility.
Dynamic SLA-Negotiation Based on WS-Agreement	2007-06-24	CoreGRID Network of Excellence
A typical task of a grid level scheduling service is the orchestration and coordination of resources in the grid. Especially the co-allocation of resources makes high demands on this service. Co-allocation requires the grid level scheduler to coordinate resource management systems located in different domains. Provided that the site autonomy has to be respected negotiation is the only way to achieve the intended coordination. Today, it is common practice to do this by using web service technologies. Furthermore, Service Level Agreements (SLAs) emerged as a new way to manage usage of resources in the grid and are already adopted by a number of management systems. Therefore, it is natural to look for ways to adopt SLAs for grid level scheduling. Tags: High Performance Computing
Real Results Report: Businesses improve customer support experiences with WebEx Support Center	2007-06-01	WebEx Communications
Using On-Demand Web services, companies around the globe are discovering new ways to reach, handle, and satisfy a constantly growing customer-base. Here are four companies that made it happen. Tags: Customer Support Services, Call Center - Contact, Service Level Management