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 TitleDate AddedCompany
whitepaper Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services2008-01-23 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, Service Level Management, Strategic Planning, IT Reliability		   
whitepaper Foster's EMEA Supports Virtual Infrastructure With Equallogic2008-01-18 Dell EqualLogic
  Learn how Dell EqualLogic customer Foster's learned to support mobile workers from a central IT headquarter in London, UK and manage rapidly growing storage resources with a small IT team.

Tags: Customer Support Services, Storage Management, Data Center, Mobile - Wireless Communications		   
whitepaper 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		   
whitepaper Dell Case Study: Safety-Kleen2008-01-01 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		   
whitepaper DANONE Reduces Rollout Time for BMC Service Desk Express by 66 Percent With BMC Alignability for Service Desk Express2008-01-01 BMC Software
  Groupe DANONE is a Fortune 500 company and one of the most successful healthy food companies in the world. The company wanted to harmonize diverse IT processes and roll them out across the entire Northern Eastern and Central Europe. DANONE deployed BMC systems for its solution and implemented BMC Service Desk Express Suite to support IT Infrastructure Library (ITIL) best-practice methodologies and enable the company to deliver increased service desk performance, manageability, and organizational alignment.

Tags: Infrastructure Management, ITIL		   
whitepaper Unified Communications: Presence/Status/Mobility/Collaboration2007-12-01 NEC Unified Solutions
  In this fast-paced 5-minute Flash presentation, follow fictional Operations Manager Sam Jones as she efficiently responds to a complex, multilevel client emergency using the tools of Unified Communications. Watch as she deploys them to listen to voice messages via email, locate situation-relevant contacts and call them with a click, automatically route low-priority calls to voicemail, and collaborate on documents with mobile co-workers in real time. Don't miss this chance to see the many ROI-driven benefits of Unified Communications in action. Watch this eye-opening 5-minute presentation now.

Tags: Help Desk, Strategic Planning, Unified Communications		   
whitepaper Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100)2007-11-19 Microsoft
  Microsoft IT manages a global internal helpdesk that receives 63,000 contacts per month. To improve the client-support experience and productivity while reducing costs, Microsoft IT took two approaches off-shoring and outsourcing the internal helpdesk (including service desk and deskside support) and developing a number of call-avoidance techniques. The attendee of this webcast will hear firsthand the benefits and lessons learned from outsourcing, in addition to the programmatic approach and high client satisfaction for problem resolution and call reduction through call-avoidance techniques.

Tags: Outsourcing		   
whitepaper Nucleus Research: ROI Measurements for Remote Support0000-00-00 WebEx Communications
  Read this report from Nucleus Research to learn how WebEx Support Center enables customer support centers and internal IT help desks to increase productivity, reduce costs, and increase customer and end user satisfaction and productivity by providing easy remote access to computers via a Web browser.

Tags: Customer Support Services, IT Reliability, Remote Access - RA Servers, Mobile - Wireless Communications		   
whitepaper UK Health Service Delivers Faster IT Support to 10,000 Users With New Business Helpdesk Support2007-10-10 Dell
  Leicestershire Health Informatics (LHIS) in the UK wanted to re-think its IT support strategy. It needed to meet existing Service Level Agreements (SLAs) for its 10,000 users faster, and more affordably. LHIS chose Dell Business Helpdesk Support, which enables in-house IT support staff to deliver high quality, technical support service 24x7, for quick resolution through diagnostics, case management, and seamless support for third-party products.

Tags: Customer Support Services, Service Level Management		   
whitepaper Profitable Strategies for Optimizing Help Desk Operations2007-09-01 SupportSoft
  In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically, rather than tactically--dramatically improving profitability, resolving problems faster, and improving end-user productivity. Find out why only a third of companies are satisfied with their support desk investments, and why automating diagnostic data gathering can be an important part of the solution. Discover a quantum leap in help desk thinking--download your free copy now.

Tags: Call Center - Contact, CRM Software, IT Reliability		   


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