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 TitleDate AddedCompany
whitepaper Trialware: Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support2008-07-01 NTRglobal
  Now you can sit at your desk and solve the toughest support problems, remotely. Sure, you can visit all your employees or customers and solve their support issues at their desks. But why not save a lot of time and solve them all from your desk?

You see, NTRsupport puts the power of remote screen-sharing at your fingertips. Which means that with just a few clicks of your mouse, you can take control of employees' or customers' PCs or Macs, quickly diagnose their problems, and solve them, all without leaving your desk.

But don't take NTRglobal's word for it, try a fully-functional 15-day free trial to prove how remote support can make your life a lot easier!
  • Diagnose and resolve problems faster than ever.
  • Provide end-to-end support that's easy to access and extremely secure.


Tags: Customer Support Services, ROI - TCO, IT Reliability, SLA		   
whitepaper Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup2008-06-19 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		   
whitepaper 10+ common questions about SQL Server data types2008-05-15 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. 		  
whitepaper University Closes Information Gap With BMC Service Desk Express Suite2008-05-01 BMC Software
  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 Desk Express Suite to address their incident and problem management, adding change management to the mix after a number of years reaping the benefits of the service desk.

Tags: Customer Support Services		   
whitepaper The Regence Group Provides Information to 6,000 Users With BMC Remedy Knowledge Management2008-05-01 BMC Software
  The Regence Group is the Pacific Northwest's largest affiliation of health care plans. The Group needed an easy-to-implement knowledge management solution that had faster and easier searches, and was easy to use for all types of users. The Regence Group deployed BMC systems for its solution and implemented BMC Remedy Knowledge Management which allows better access to critical information in a fast, reliable tool.

Tags: Knowledge and Data Management		   
whitepaper 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		   
whitepaper The Strategic Role of IT Culture in Business Performance2008-04-02 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		   
whitepaper ITIL v2 to v3 - is it worth it?2007-11-19 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		   
whitepaper Increase First Contact Resolution: The Key to Superior Support2008-02-01 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		   
whitepaper Best Practices for At-Home Agents2008-02-01 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