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  • IT Service Management Blueprint

    Legacy IT service management (ITSM) systems can't keep up with today's pace of business, and yet people are clinging to these old systems. Access this white paper to see why ITSM modernization isn't as difficult as some people believe. Learn about the benefits of ITSM modernization, best practices to simplify migration, and more.

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

    Legacy IT service management (ITSM) platforms are no longer worth maintaining, but many are afraid to embrace cloud-based ITSM. Access this white paper to learn best practices for legacy migration, how to evaluate cloud-based ITSM platforms, and overcome the fear of ITSM migration.

  • IT Service Management Blueprint

    Does your service desk lack automated intake, approval, or fulfillment of service requests? If so, it's likely time for you to consider automating your service delivery. Access this white paper for action plans, best practices, and success metrics on modernizing your service desk.

  • IT System Outages are Painful, But Not Uncommon

    In this white paper, learn why adoption of a sophisticated long-term IT operations management (ITOM) strategy is key to keeping any successful agency or enterprise running. Download now to maximize your uptime in the face of costly outages.

  • Gartner: Rethinking CRM Customer Service Fundamentals

    To survive in the changing business landscape, your entire enterprise now needs to be involved in customer service, not just one department. This Gartner report takes an in-depth look at the 3 guiding principles of renewing your CRM and customer service strategy for the next generation of customers.

  • The Essential Checklist for Modernizing Customer Service (ebook)

    One survey revealed that companies with the best customer service are 127% more likely to enable inter-departmental collaboration than the average company. Access this e-book to see what else this survey revealed and how you can modernize your organization's customer service.

  • Survey Report: Putting Service First

    In a survey of 200 senior customer service managers, it was found that the top customer service providers all provided their customers with self-service options. Access the rest of the survey now to find what else the top providers had in common, and how you can reach the top tier of customer service.

  • IDC Market Spotlight - Maturity Model

    Any organization can make a good product. One way modern organizations are using to differentiate themselves is excellent, differentiated customer service. Read this white paper for information on new demands that technologies such as IoT are placing in customer service, and how you can utilize them to create proactive service in your organization.

  • HBR White Paper: Beyond CRM

    Studies show that a 5% increase in customer loyalty can increase profits up to 95%, and acquiring a new customer is 5 to 25 times more expensive than retaining and existing one. Read this whitepaper to unlock the organizational keys to better customer service, and how to achieve it without too much re-organization.

  • A Quick Guide to Modernizing Customer Service

    80 percent of businesses believe they deliver a superior customer experience. However, only 8 percent of their customers agree. Download this white paper to explore how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.

  • Dramatically Improve Service Availability

    Constant availability is an absolute necessity and you can't ignore it. So, are you at risk for unplanned downtime? Access this e-book for several best practices that prepare your IT organization to establish a framework for higher service availability and tackle critical events as pop up.

  • Service Visibility: Your Green Light to a Clear Road Ahead

    Without the right information, you won't be able to make the best decisions. Why would you let your IT operations run blind? Automated service mapping gives you the service visibility you need so that you always have an accurate, up-to-date view of your business services.

  • Why Today's Approaches Fail

    Access this white paper to learn how current approaches to providing IT services are failing, why you need service-aware event management, and how you'll handle service issues in the near future.

  • Increase Service Visibility

    You may be at risk of missing a business service problem because of limited service visibility. If you aren't currently able to quickly identify how infrastructure events are connected to potential outages and problems, access this whitepaper to learn more about the benefits of establishing a framework for high service visibility.

  • Increase Your Service Quality with Service-Aware Event Management

    Imagine your business as the International Space Station, and your business services as a periodic visit from a supply ship sent to the space station. Without these supply ships, your enterprise would eventually be starved. Access this whitepaper to learn how you can prevent such outages in your organization with service-aware event management.

  • Time Warner Enhances Visibility and Service Quality

    Learn how Time Warner combined IT operations management and IT service management on a single platform, to dramatically improve the quality of their shared infrastructure services. Download the case study

  • TransAlta Powers IT Service Management and IT Operations with ServiceNow

    TransAlta, Canada's largest publicly traded power generator had a common issue with its legacy IT ticketing system. With this tool they were able to fix that issue, and streamline the rest of their IT operations along with it. Access this case study to learn more about the provider they worked with.

  • It's Time for DevOps and IT Ops to Work Together and Manage the New Integrated Data Center Trend

    This expert eGuide analyzes the ways in which dev ops and IT ops professionals will have to work in a cross-functional team, the specific skills they will need to adopt as well as some of the challenges they will face during the integration process.

  • As Digital Transformation Drives Innovation, Make Sure Your IT Service Management Doesn't Fall Behind

    This eGuide addresses the growth of ITSM methods, tools, and processes. Also, engage in seven CIO tips for existing and upcoming ITSM changes that are reconstructing IT services, how to manage all of these developments effectively and ways in which you can keep your enterprise relevant.

  • How IT System Management Is Providing CIO's with a Collaborative Solution to Managing Data Center Responsibilities

    This expert eGuide offers an inside look at IT service management, some of the benefits various support solutions offer and what you should look for in an ITSM tool. Also, engage in some opinions CIO's have on the subject of their ITSM pain points.

  • 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.

  • 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.

  • 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.

  • ITSM Problem Management: What Are Your Pain Points?

    If digital transformation is on your CIO agenda, then a top-of-class ITSM strategy had better be also. In this expert guide, Emily McLaughlin, Content Development Strategist at searchCIO, converses with several notable CIOs who identify their organizations' biggest ITSM pain points, including business-user expectations and risk.

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