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 TitleDate AddedCompany
whitepaper The University of Canterbury Is Implementing the Information Technology Infrastructure Library With the Help of BMC Service Desk Express Suite0000-00-00 BMC Software
  The company wanted to support the implementation of Information Technology Infrastructure Library best practices and show that the IT Services Unit of the University of Canterbury (UC) is accountable and meeting expectations. The University of Canterbury implemented the BMC Service Desk Express Suite for their Service Management requirements. This reduced the number of help desk incidents, improved service to internal clients improved utilisation of expert staff and 25% increase in customer satisfaction ratings.

Tags: Infrastructure Management, ERP		   
whitepaper Help Desk Renaissance: A New Understanding of the Importance of Technical Support Services2007-09-08 Mt. Hood Community College
  The technical help desk has traditionally been a place where minimal effort or expense is placed. To save money, many companies have sent their call centers overseas. However, new issues are developing which are causing companies to rethink their technical support strategy. These issues include an increase in technological frustration by American consumers, a back lash of American consumers against companies using foreign call centers, a reduction of experienced workers as the "Baby boomers" retire, and an insufficient number of new IT college graduates able to fill the void. The implication is that the combination of these forces is creating a "Perfect storm" which will ultimately affect information systems in two ways.

Tags: Customer Support Services, Call Center - Contact		   
whitepaper GMAC Consolidates Asian Operations Using EMC Storage Solution0000-00-00 EMC
  Leading vehicle financier General Motors Acceptance Corporation (GMAC) has discovered the gains to be made by separating data from host machines and combining new data storage technologies with robust, regional telecommunications links. GMAC expects payback on the new $1.2 million system within two years due to lower support, hardware and labour costs. GMAC is seeking to centralise Asian Helpdesk application support in Singapore and its server and storage requirements in Melbourne by using a regional wide area network service from AT&T and storage technology from EMC Corporation.

Tags: Help Desk, Storage Management		   
whitepaper ITIL Best Practices With Oracle Enterprise Manager 10g and Oracle PeopleSoft Help Desk2007-09-01 Oracle
  Integration and alignment of IT and business goals is one of the key issues facing senior business and IT managers today. By facilitating communication through standardized processes, the ITIL framework can help bridge the gap between IT and the business community. By focusing on the standardization and discipline that ITIL emphasizes, enterprises can reduce the ongoing cost of delivering IT services while improving the quality and consistency of service. Unfortunately, the lack of an integrated solution that supports the ITIL process lifecycle has been a major inhibitor in widespread adoption. IT managers are concerned about adopting point solutions for a single ITIL process that does not seamlessly integrate well with other processes.

Tags: Customer Support Services, ITIL		   
whitepaper How to Calculate the ROI of Remote Support2007-08-27 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		   
whitepaper Productivity Gains from Making Remote Support Virtual2007-08-13 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		   
whitepaper Six Top Support Issues that Keep Execs Awake at Night2007-07-05 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		   
whitepaper You're Virtually There: Remote Support Best Practices and Benefits2007-07-01 WebEx Communications
  In recent years, a new breed of remote support has become available and is being rapidly adopted in support centers. This free DB Kay & Associates report demonstrates the benefits of these new systems. You'll learn the business case for remote access, best practices, and considerations for selecting a remote access partner. Learn more now!

Tags: Help Desk, Customer Support Services, Call Center - Contact, Service Level Management, Remote Access - RA Servers		   
whitepaper From Call Routing to Real Time Customer Success2007-07-01 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, Call Center - Contact, Web Services, IM		   
whitepaper Real Results Report: Health services organizations comply with HIPAA using WebEx2007-07-01 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: Resources Mgmt., HIPAA		   


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