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 TitleDate AddedCompany
whitepaper Selection Criteria for Remote Support Tools2009-10-23 NTRglobal
  Though basic remote support technology is available from many sources, including some freeware and shareware options, companies interested in improving both the economics of support and the customer experience should understand the risks involved with lower-end tools, and learn how leveraging a "best-of-breed" product will accelerate operational improvements and customer satisfaction ratings. Read this report to find out 10 critical selection criteria to use when evaluating remote support platforms, and identify how moving beyond homegrown or freeware tools will accelerate the achievement of business goals for your service and support operation

Tags: IT Infrastructure, Business Functions, Workflow Management, LAN - WAN		   
whitepaper Applying Remote Support Technology for Maximum Impact2009-10-20 Citrix Online
  Remote-support technology is a powerful tool for support delivery. By using remote support, technicians can access the users' desktop to effectively diagnose and resolve the issues. But to yield maximum advantage the remote-support technology must be applied to the right type of problems. This ServiceXRG white paper explores 5 strategic applications of remote support that yield maximum benefit and how to measure their business impact.

Tags: IT Infrastructure, Business Functions, Workflow Management, LAN - WAN		   
whitepaper 9 Management Practices for Exceptional Webinars2009-10-01 Citrix Online
  Marketing professionals continue to rate Webinars as one of the top tools for lead generation. Yet, many marketing departments still do not have a process in place to maximize Webinar results. This new white paper examines Webinar effectiveness at driving lead generation and outlines 9 best practices for using Webinars in a cohesive lead-generation campaign.

Tags: Business Functions, Software Development Tools, IT Budgeting, Mobile and Wireless		   
whitepaper Saudi Agency Improves Service Reliability With Centralized Service Desk2009-09-01 Microsoft
  Saudi Post depends on technology for the effectiveness and efficiency of its high-quality and modern postal services. Thus, the IT department saw itself as a reliable service provider that met customers' needs at or above expected service levels. When Saudi Post unveiled a blueprint for next-generation postal services, IT management realized the need to balance a technology improvement strategy with an examination of processes, people, and the IT service life cycle to be able to effectively support business processes and to provide reliable IT services. An IT Service Management Assessment recommended a two-year Service Improvement Program to make overall improvements and determined that a centralized IT Service Desk would be key to providing more reliable and available IT service.

Tags: IT Infrastructure		   
whitepaper eBook - How to Drive Better Business Outcomes with Exceptional Web Experiences2009-06-03 IBM
  Today's businesses stand to benefit by implementing an enterprise-class portal that provides consistent access to customized tools that improve productivity, fuel innovation, and improve customer satisfaction.

Tags: Business Functions, Internet and Web, IT Budgeting, IT Budgeting		   
whitepaper Using Proactive Alerts in HP Web Jetadmin2009-06-01 Hewlett-Packard (HP)
  HP Web Jetadmin has the ability to send e-mail messages, or alerts, whenever events occur on printers. For example, error or warning conditions on printers, such as paper out or toner low, can trigger e-mail messages to be sent by HP Web Jetadmin that contain detailed information pertaining to the condition, allowing the recipient to act upon that condition immediately. The advantage of alerts is that administrators can receive proactive, real-time warnings via e-mail for events that occur on networked printers. Receiving early notification of printer events allows administrators to correct the problems before they impact end user productivity, saving time for both the administrator and the end user. Helpdesks might use alerts to proactively troubleshoot issues with printers before end users detect them.

Tags: Peripherals, Internet and Web		   
whitepaper BMC Service Desk Express2009-04-30 BMC Software
  BMC Service Desk Express Integration Engine connects the BMC Service Desk Express environment to other IT systems and solutions. The Integration Engine enables scheduled, real-time and Web Service interaction, and utilizes the standard BMC Service Desk Express business logic systems. By providing this rich and robust integration capability, BMC Service Desk Express can be the central hub for IT systems management activity.

Tags: Internet and Web		   
whitepaper Northgate Achieves £1 Million Annual Revenue Improvement by Reallocating 1,000 Man Days Per Year Using assyst2009-04-20 Axios Systems
  Northgate Information Solutions (IS) Limited, a leading Managed Service Provider (MSP), manages "Mission critical" services for 500,000 users across the UK, supporting more than 125,000 desktops and 8,000 servers in 10 data centres. Each month the company addresses 50,000 Service Desk calls and 10,000 e-mail requests. Northgate IS has used assyst to successfully introduce its "Model Office" - a unique Best Practice oriented approach for Managed Services. Some of the services Northgate IS provides include mobility and access solutions, ICT asset management, storage and protection services for information and applications, infrastructure utilization and carbon footprint, waste and energy cost reduction.

Tags: IT Budgeting, IT Infrastructure		   
whitepaper SAS Webinar Series: Applying Business Analytics--Transform your business2009-04-01 SAS Institute
  Tune into this Applying Business Analytics Webinar series to learn how the SAS® Business Analytics Framework can help can help you transform the way you do business. You'll dive deep into best practices for:
  • Integrating data to improve data quality and consistency throughout the organization
  • Using analytics to reduce uncertainty, predict with precision and optimize performance
  • Providing predictive business intelligence through dynamic self-service reporting and analysis
This series includes more than 15 on-demand and live Webinars, which kicked off March 18 and will run through November 2009.

Tags: Business Functions, User Satisfaction, Software Development Tools, IT Budgeting		   
whitepaper New HP ITSM Software Supports Business Change at South African Telecommunications Giant2009-03-01 Hewlett-Packard (HP)
  Vodacom South Africa wanted a more sophisticated, service-orientated tool to manage incident and change more effectively to stay abreast of the growing maturation levels of their mobile network business and ensure that it is able to meet the demands of a new converged network services business. Vodacom South Africa conducted a proof-of-concept between HP Universal Configuration Management Database (uCMDB) and similar offerings from Computer Associates (CA) for a configuration management toolset. and selected HP Service Manager 7 and the uCMDB as the solution set which would underpin the service assurance toolset.

Tags: Data Infrastructure, User Satisfaction