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Help Desk Management Research

  • How to Provide Customers with Better Help Desk Experiences with Luma, the Virtual Agent

    Sponsored by: Serviceaide

    Inside, learn why support teams have an opportunity to transform their service desks using virtual agents, and how machine-driven support and human-based conversations can help provide better CX.

  • 5 Ways to Eliminate Help Desk Fire Drills

    Sponsored by: ServiceNow

    Without an efficient way to manage requests, data, and staff, your help desk is in trouble – especially in today's increasingly complex IT environments. Learn about 5 best practices that will get your help desk up to speed, and keep it there.

  • Free up Time for IT with Remote Endpoint Management

    Sponsored by: Kaseya

    Download this white paper to find out how a remote endpoint management and IT automation platform can help relieve IT of these countless mundane and time consuming tasks – freeing up time to focus on more strategic business initiatives.

  • Why Consumerize Your ITSM Strategy?

    Sponsored by: Attivio, Inc.

    Find out how to pinpoint the IT helpdesk capabilities that are keeping your support teams from being on-par with industry-leading, consumer-centric support teams – and how to reach that level.

  • Going Up? How Atlas Schindler Elevators Revamped Their IT Services

    Sponsored by: Serviceaide

    In this case study, discover more about how Atlas Schindler revamped their legacy service desk platform to better support not only customers, but their own users as well. Plus, find out how they implemented process automation, virtual agents, and more cutting edge IT technologies.

  • 5 Ways to Eliminate Help Desk Fire Drills

    Sponsored by: ServiceNow

    Without an efficient way to manage requests, data, and staff, your help desk is in trouble. If your help desk is struggling to keep pace with business, there's good news. Modern IT service management can transform the way your help desk works. Learn about 5 best practices that will help get you to modern IT Service Management.

  • Maximising automation and the industrialisation of IT

    Sponsored by: ComputerWeekly.com

    This report from analysts Bob Tarzey and Clive Longbottom makes the case for automation in IT operations management.

  • ROI Case Study: Quest Foglight at Imperial College London

    Sponsored by: ComputerWeekly.com

    Imperial College London deployed Quest Foglight to manage the performance of its applications, databases, and services and reduce system downtime. Nucleus Reseach evaluates the ROI of the project.

  • Why An HR Help Desk Could Be Your Next Purchase

    Sponsored by: ServiceNow

    Nowadays, HR departments have a lot more responsibilities. As the digital trend continues, it can get more difficult for them to handle their conventional tasks, in addition to more complex ones. Read this expert guide to learn how installing an HR help desk can make handling some of those tasks more doable.

  • N-able Help Desk Manager: Free 30-Day Trial

    Sponsored by: Solarwinds N-able

    This link provides a free 30 day trial of N-able's advanced help desk management solution, which handles tickets so you can focus on helping customers.

  • Common Telecom Challenges and How to Overcome Them

    Sponsored by: Unimax

    This white paper details the day-to-day challenges telecom and IT departments face and how leveraging advanced technology together with an innovative approach to solving those telecom challenges simplifies moves, ads and changes (MACs) for help desk agents to understand and execute.

  • The Perfect Combo: ITIL, I.T. Service Management, and Social Media

    Sponsored by: BMC Software, Inc.

    Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction.

  • The Growing Importance of IT Support Services

    Sponsored by: Hewlett Packard Enterprise

    This white paper takes a closer look at the support services marketplace and focuses on one key player that is receiving a lot of attention from IT professionals. Discover emerging trends shaping the landscape for this technology and determine whether your business could benefit from establishing a contract with this provider.

  • What is Intel Core vPro Technology

    Sponsored by: Intel

    This short video examines a hardware-assisted approach to PC management. Find out more about this technique and how it can help you properly manage your desktop environment, regardless of system states.

  • Deployment Tool Analysis: Ghost, MDT, Snap Deploy, and SmartDeploy

    Sponsored by: SmartDeploy

    Compare the following tools from Ghost, MDT, Snap Deploy and SmartDeploy that help businesses accelerate PC deployment and ease desktop support challenges. Find out how each performs in terms of simplifying and accelerating deployment of new computers, and gain an overview of the pros and cons of each solution.

  • Simplified Solutions to Common IT Scenarios

    Sponsored by: SmartDeploy

    Discover how you can simplify common IT scenarios such as provisioning hardware for new employees or accelerating break-fix processes with a computer imaging solution.

  • ITIL: The building blocks of an ITSM strategy

    Sponsored by: FrontRange Solutions Inc.

    Services are the building blocks of an ITSM strategy, but how does an enterprise begin to pick and choose the "right" services to manage or develop? Inside this e-guide, get the answer to this question and more. Gain expert insight into utilizing ITIL for continuous improvement in asset management, ITSM, and help desk operations.

  • Next Level Service Desk Strategies

    Sponsored by: Citrix Online- GoToManage

    This e-guide will look at some of the ways the Service Desk can get a handle on determining what systems and devices they support, and will examine how the Service Desk can be best placed to support customers.

  • SDI Best Best Practices: Benchmarking for Service Desk Support

    Sponsored by: Citrix Online- GoToManage

    The best way to continually improve and to deliver the best service is to measure, trend and set goals for your services and then benchmark against yourself - this is the very definition of service improvement and this guide will show you some simple ways in which you can accomplish this.

  • Recruit and Build the Right Team for Your Service Desk

    Sponsored by: Citrix Online- GoToAssist

    Access today's exclusive white paper to learn important information regarding best practices of managing the people on your organization's help-desk.

  • SDI: Next Level Service Desk Strategies

    Sponsored by: Citrix Online UK

    This e-guide reveals the new demands placed on today's service desks. Learn how to adapt to diverse employee needs while delivering consistent and quality customer service.

  • Balancing Risk and Innovation with Sourcing Alternatives: Helping IT managers and CIOs raise the ROI of IT

    Sponsored by: IBM

    This paper explains how clients can balance risk and innovation through the use of services from IBM.

  • Recruit and Build the Right Team for your Service Desk

    Sponsored by: Citrix Online UK

    An organization is only as successful as the people who run the Service Desk. Check out this white paper and explore key ways you can recognize the right people to help build your Service Desk team.

  • E-Guide: Best practices and considerations to ensure help desk management success

    Sponsored by: SysAid Technologies

    This e-guide from SearchDataCenter.com explains why it is essential analyze the performance of your service desk to ensure optimal results. Gain expert insight into how to improve IT help desk services with vendor support. And find out how to help staff be more productive by providing them with extra support.

  • The SMB IT Decision Maker’s Guide: How SaaS Can Benefit the IT Help Desk

    Sponsored by: BMC Software, Inc.

    Small and midsize businesses that are using software as a service (SaaS) to automate their IT help desk(s) and IT infrastructure are reporting significant savings. Check out this white paper to learn more about the benefits of SaaS.

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