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Help Desks Research

  • Automation: The Key to Self-Service

    Sponsored by: Serviceaide

    As request volumes continue to escalate, there's been a new focus on shifting IT self-service from just a request channel to a fulfillment channel as well. Jump into this webinar to scope out the various challenges of modern self-service IT platforms, and how introducing automation and AI-infused tech can alleviate them.

  • 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.

  • 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.

  • Best Practices for Mobile Device Management

    Sponsored by: SearchSecurity.com

    This e-guide from SearchConsumerization.com explores best practices for mobile device management in the enterprise and why your strategy must evolve as the phone technology does.

  • 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.

  • Choosing the Perfect Customer Support App

    Sponsored by: Desk.com (A Salesforce Company)

    This guide counts down four easy steps to help you cut through the market for customer support applications and identify the tool that meets your business needs.

  • 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.

  • Presentation Transcript: Coping with grassroots IT innovation

    Sponsored by: AppSense

    Employees today are trying to create their own solutions to practical IT challenges they face on a day-to-day basis, which can present challenges to the IT department. Learn how your organization can harness the key elements of this user-driven IT innovation in a way that complements current infrastructure and practices.

  • 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.

  • 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 State of IT Systems Management

    Sponsored by: Kaseya

    This white paper is the culmination of the survey results, painting a complete and accurate picture of the most common IT issues affecting IT professionals and Kaseya’s solution to solving these problems.

  • Mobilizing I.T. Support to Achieve Efficiency, Speed, and Effectiveness

    Sponsored by: BMC Software, Inc.

    To survive in today's economy, your IT organization will face increasing pressure to do more with less and work from anywhere at anytime. Imagine how much more productive your service desk personnel could be if they were able to periodically manage and respond to issues from the field, rather than having to check in at their desktops.

  • Why You Should Take a Holistic Approach to ITIL and Service Support

    Sponsored by: BMC Software, Inc.

    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...

  • TMA Resources Increases Customer Satisfaction Rates by Four Times with Parature Customer Service™ Software

    Sponsored by: Parature, Inc.

    In this case study, TMA needed to streamline and automate its manual customer service process to reduce resolution times and improve satisfaction. Learn how Parature Customer Service software reduced time on manual administrative activities by 25%.

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