Service Desks White Papers

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Best Practices for Home Agents sponsored by Avaya Inc. WHITE PAPER: Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program. Posted: 02 Jun 2008 \| Published: 01 Feb 2008 TOPICS: Best Practices \| Business Continuity Planning \| Contact Centers \| Help Desks \| Security \| VoIP

Increased Productivity, Decreased Cost, Happier Employees: First American Meets Its Goals with TechExcel HelpDesk sponsored by TechExcel WHITE PAPER: TechExcel's HelpDesk application is unique in the industry, offering a combination of intuitive interfaces, sustainable performance, and total customizability for a reasonable price. Posted: 19 Aug 2008 \| Published: 19 Aug 2008 TOPICS: Application Life-Cycle Management \| Business Process Management \| CRM \| Customer Satisfaction \| Customer Service Best Practices \| Customer Support Software \| Help Desks \| Productivity \| Project Management

Why You Should Take a Holistic Approach to ITIL and Service Support sponsored by BMC Software, Inc. WHITE PAPER: In these tough economic times, how do you address the challenge of reducing costs without diminishing your service quality? Companies can lower costs significantly and meet the growing demand for services by taking a more holistic approach. This paper discusses the importance of taking a unified approach to service support management and... Posted: 18 Jun 2009 \| Published: 15 Jun 2009 TOPICS: Change Management \| CIOs \| Configuration Management \| Help Desks \| IT Service Management \| IT Services \| ITIL \| Service Level Management \| Service Process Optimization Software \| Workforce Planning

Improving Help Desk Efficiency: Asset Management and Help Desk Optimization sponsored by TechExcel WHITE PAPER: This paper explains how asset discovery, and AssetWise Discovery software, plays a vital role in raising help desk efficiency while maintaining customer satisfaction and resolving problems effectively. Posted: 19 Aug 2008 \| Published: 19 Aug 2008 TOPICS: Application Life-Cycle Management \| Asset Management (Finance) \| Business Process Management \| CRM \| Customer Satisfaction \| ERP \| Help Desks \| IT Services \| ITIL \| Productivity

The Top 3 Cost-Cutting Mistakes CIOs Make And How to Avoid Them sponsored by Rally Software WHITE PAPER: The current economic downturn has resulted in contraction of IT Department budgets and a mandate to allocate resources to only the most critical projects, then execute it flawlessly. In these tough times, it is imperative for CIOs to deliver more value as IT budgets fall. Posted: 03 Apr 2009 \| Published: 03 Apr 2009 TOPICS: Best Practices \| Business Process Management \| CIOs \| IT Best Practices \| IT Management \| IT Spending \| Manufacturing \| Project Management \| ROI \| Software Development Methodologies

Hitachi IT Operations Analyzer: Root Cause Analysis for Supporting Fault Identification sponsored by Hitachi Vantara WHITE PAPER: Hitachi Data Systems introduces Hitachi IT Operations Analyzer software with unique Root Cause Analysis functionality. The IT Operations Analyzer is a powerful, proven approach to simplifying IT infrastructure management, with comprehensive performance and availability monitoring of up to 250 server, network and storage nodes. Posted: 04 Jun 2009 \| Published: 01 May 2009 TOPICS: Data Center Infrastructure Efficiency \| Data Center Management \| Data Centers \| Fibre Channel SAN \| Fibre Channel Switches \| IT Management \| Network Monitoring \| TCO

Achieving Cost Savings in Backup with Deduplication sponsored by ExaGrid Systems, Inc. WHITE PAPER: This document discusses that dollars and time currently consumed by existing tape libraries can be far better utilized by moving to disk back-up with deduplication. Posted: 09 Jul 2010 \| Published: 09 Jul 2010 TOPICS: Backups \| Data Deduplication \| Data Storage \| Disaster Recovery \| Disk Backups \| IT Management \| Storage Management \| Tape Backups \| Tape Libraries

The Perfect Storm - Why Now Is The Time For Open Source sponsored by Red Hat and Intel WHITE PAPER: Open source is recognized for its ease of use, high performance, and affordability, especially amidst turbulent economic conditions. The high value of open source, coupled with economic and organizational pressure, represents a "perfect storm" for CIOs, giving them the opportunity to deploy high-performing, cost-effective open source solutions. Posted: 19 Jun 2009 \| Published: 01 Jun 2009 TOPICS: CIOs \| Data Center Infrastructure Efficiency \| Data Centers \| IT Governance \| IT Infrastructure \| IT Management \| IT Managers \| Linux \| Open Source \| Open Source Software \| Operating Systems \| UNIX

Optimizing IT Service Delivery: The Need for Linux System Management sponsored by Red Hat and JBoss WHITE PAPER: One way IT organizations are handling the growing need to achieve IT efficiency is by implementing systems management functions in their business environments. As the business value of Linux based deployment increases, so does the need for Linux systems management. This IDC white paper will examine the key benefits of system management software. Posted: 03 Sep 2009 \| Published: 03 Sep 2009 TOPICS: Data Centers \| Database Management \| Enterprise Systems \| IT Management \| Linux \| Network Monitoring \| Open Source \| RAS (Reliability, Availability, Serviceability) \| Reporting Software \| Systems Management \| Systems Management Software

ePlus Technology IT Sourcing, Services, Support & Solutions sponsored by ePlus Technology WHITE PAPER: ePlus Technology helps you develop cost-effective strategies that meet your immediate IT needs as well as your long-term business objectives - letting you focus on your core business. When combined with our suite of on-demand supply chain and financing solutions, ePlus IT services will help you improve asset utilization across your organization. Posted: 24 Apr 2009 \| Published: 28 Dec 2007 TOPICS: Business Intelligence \| Business Management \| Business Process Management \| IT Departments \| IT Management \| ROI \| TCO \| Telephony Systems