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

    Learn what was found after the current practices and challenges associated with incident response processes and technologies are evaluated from thousands of respondents all over North America.

  • Trends 2016 - The Future of Customer Service

    Read on to learn the top 10 current 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.

  • A Quick Guide To Modernizing Customer Service

    Many companies are struggling to increase customer loyalty because adopting a CRM tool to passively track issues is just the tip of the customer service iceberg. Explore a holistic approach that brings together people, workflows, and systems to deliver a superior customer experience.

  • 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.

  • Survey Report: Putting Customer Service First

    Top customer service providers are 53% more likely to significantly impact company revenue. Access this survey report to see what the top service leaders have in common and what you can do to make your business one of them.

  • 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.

  • Guide to Modernizing Customer Service

    CRM isn't enough anymore. Improving customer service is a top concern for most businesses, and we all know that acquiring new customers is more expensive than retaining existing ones. In this guide, find a checklist for modernizing your customer service and the benefits of doing so.

  • Trends 2016: The Future of Customer Service

    This Forrester Report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations should know to deliver customer service excellence.

  • 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.

  • ITSM Blueprint: Accelerate Service Delivery with Automation

    Are manual processes draining productivity—and straining your reputation? Discover how ITSM automation can significantly alleviate your service desk difficulties. Read on to determine key performance indicators that will help you assess, improve, and demonstrate the impact of your automation efforts over time.

  • 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.

  • IT Service Automation: The Key to Improved Productivity

    In this white paper, IDC crystallizes the economic benefits of IT service automation. Read on to learn about the average annual benefits of IT service automation over five years for one data center provider.

  • 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.

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