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  • Streamlining Security Incident and Vulnerability Response

    The biggest obstacles to achieving "incident response excellence" are security and IT tool integration and coordinating incident response. Learn how the right security operations solution could simplify the coordination of incident response measures, effectively reducing your time-to-response.

  • How Status Quo Creates Security Risk - The State of Incident Response

    Enterprise Strategy Group (ESG) recently conducted a research survey of IT cybersecurity professionals who were responsible for incident response at their respective organizations. Access this survey report to gain the valuable IR insight ESG gathered from their survey.

  • Redefine Your Customer Service: 10 Trends to Consider

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. In this Forrester report, learn the top 10 trends for application development and delivery pros supporting customer service operations. Write your company's roadmap and redefine customer service success in the age of the empowered customer.

  • Bringing IT and Security Together for Better Breach Response

    Untangle the vital reasons why security response times are so slow, and how to efficiently address them. Also learn what steps you can take today to make your remediation efforts quicker and more efficient, while improving the clarity of your network security status.

  • Survey Report: Insights from Today's Customer Service Leaders

    Customer service is difficult to master, but this survey report offers insights from 200 U.S. customer service leaders. Inside you will learn about common practices among these leaders and see how you can apply them within your organization.

  • A Practical Guide to Efficient Security Response

    Learn how the disconnect between security and IT tools can lead to seemingly lackadaisical security responses to serious breaches. Access this resource to compare security response approaches, and get a short checklist to evaluate how the right security operations solution can support your enterprise.

  • How to Move Beyond Traditional CRM and Modernize Your Customer Service

    According to a Forrester study, 80% of businesses believe they deliver a superior customer experience, but only 8% of their customers agree. Explore a holistic approach that brings together people, workflows, and systems to deliver a superior customer experience beyond traditional CRM.

  • Limitations of Customer Self-Service for Contact Centers

    Today's customers are more empowered and informed than ever, and they expect self-service to be available. In this e-guide, Scott Sachs of SJS Solutions discusses some of the challenges you will need to address, including more complicated inquiries and reduced opportunities to enhance customer engagement.

  • Why You Shouldn’t Be Afraid of Replacing Your Legacy ITSM Suite

    Migrating to a modern ITSM platform has myriad benefits. So why aren't more companies doing it? This white paper explores the fear of legacy suite change and how to overcome it.

  • Blended IT and Security Operations: Where's the Balance?

    Within this informative e-guide, you'll learn the benefits – and the risks – of integrating IT and security operations. Discover how you can leverage information collected from multiple data sources to get an accurate picture about the issues affecting both security and performance.

  • How To Get the Most Out of SOCs

    This e-guide teaches you how to refocus your security efforts on detection through continuous monitoring and greater network visibility. Learn how to set up your security operations center (SOC) to achieve more timely detection capabilities and learn from industry-recognized security expert Eric Cole, on how to get the most out of SOCs.

  • 2016 ITSSM Vendor Evaluation

    In this 2016 expert analysis, Gartner breaks down each vendor's strengths and cautions as well as focuses on vendors that offer not only IT service support functions but also next-generation support capabilities specific to mobility.

  • Goodbye Manual Processes, Hello Productivity

    Learn how automation is the key to saving time and boosting satisfaction. This eBook, "Accelerate Service Delivery with Automation," will help you reclaim lost productivity. Download now to learn best practices for transforming your ITSM into a modern, reliable experience.

  • A New Service Integration and Management Concept for Growing Businesses

    This exclusive eGuide addresses the role of this new concept, service level agreements (SLAs), some of the points of value it can offer your business, as well as number of helpful tips to keep in mind if you are deciding to implement the system.

  • IT Service Management Blueprint – Get Control of Your Service Desk

    This white paper offers a blueprint that organizes the steps you need to take to get your help desk under control, while advancing service management delivery within your organization.

  • The New ITSM - Empowered by Integrated Operations

    This feature white paper discusses the trends and requirements surrounding integrated operations with ITSM based on recent EMA data, as well as ongoing industry dialogs. Download now and learn what ways ITSM can benefit your company.

  • ServiceNow Case Study - Gatwick Airport

    In this case study, learn how this Gatwick Airport updates their outsourced and poorly perceived service desk to reduce costs, simultaneously improving service delivery, all while managing a variety of operational and IT service desks.

  • IT Service Management Blueprint - Define Your Services for Fast and Accurate Service Delivery

    This feature white paper, offers a guide to action plans, best practices, and success metrics on how to increase IT efficiency, lower costs, and deliver great business value. Download now to become familiar with a system that combines all of these capabilities to automate as many service desk functions as possible.

  • IT Service Management Blueprint - Consumerize the User Experience

    This white paper offers a blueprint to guide you through choosing the action plans, best practices, and success metrics for creating the kind of self-serviceIT experience your users want and expect. Download now and follow the featured steps to establish your services and simplify user engagement.

  • Investing in ITIL-Aligned ITSM Technology

    If you believe in the benefits of ITIL, this eBook will help you connect the dots between people, processes, and technology to ensure your new ITSM initiative brings major improvements to your IT services. Read on to discover how to adopt fit-for-purpose ITSM.

  • Five help desk challenges and what to do about them

    Find out the top 5 most common IT help desk challenges and how to overcome them thanks to enhanced, integrated IT Service Management (ITSM) technology that's as effective as it is affordable. Download now to learn how a more robust ITSM platform can dramatically improve the service you deliver—while radically increasing your productivity.

  • 8 Tips for Winning the IT Asset Management Challenge

    This feature white paper outlines 8 specific recommendations for building an ITAM program that delivers measurable business value while saving you time, money, and hassle. Some of these tips include: Gaining control through metrics and reporting, automating through discovery, providing self-service options, and more.

  • E-book: ITIL and Service Strategy

    This feature eBook offers a back to the basics approach to understanding ITIL – how it works, why it's important, and how it can ultimately benefit your IT service delivery process. Download now and follow this blueprint through the 5 stages of ITIL.

  • Stage 2 ITSM eBook: Self Service - Consumerize the User Experience

    This informational white paper will serve as your guide to replacing a frustrating and slow user experience with a single, efficient, consumer-like portal that enables convenient self-service for your users. Download now and follow this blueprint to deploy a successful self-serving help desk.

  • Crossing the Legacy ITSM Chasm

    This exclusive report examines "next-generation ITSM" and its contributions toward optimizing changing IT and business requirements. Download now to compare advances with the risks of staying with legacy ITSM models and evaluate the risks of "doing nothing" and allowing legacy ITSM to persist.

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