Help Desk and Call Management | IT Service Management (ITSM)/ IT Infrastructure Library (ITIL) | Mobile Device Management | Wireless Technologies and Mobile Computing | Change and Configuration Management | Call Center Management | Remote Administration | Availability, Performance and Problem Management | On-line Customer Support | Remote Access Technologies

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Driving IT help desk efficiency with customer-centric remote support by Citrix Online - GotoAssist May 01, 2008 - (Free Research) Help desk managers servicing large mobile workforces, such as remote employees and workers on the road, face significant challenges. This white paper will examine key IT help desk challenges and reveal the many advantages of customer-centric remote support. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Desktop Authority Password Self-Service Version 4.1.1 by ScriptLogic Corporation April 10, 2009 - (Free Research) Desktop Authority® Password Self-Service™ provides an easy-to-use, robust system for allowing users to reset their own forgotten passwords or locked accounts, eliminating the biggest source of help desk calls. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

Crossing the Chasm Between the Service Desk and Operations by BMC Software, Inc June 15, 2009 - (Free Research) IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and evolving and automating key processes between the two groups. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Why You Should Take a Holistic Approach to ITIL and Service Support by BMC Software, Inc June 15, 2009 - (Free Research) 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... (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Numara Track It! - Change Management Webinar by Numara Software June 08, 2009 - (Free Research) The Numara Track It! helpdesk/ asset management solution offers a fully integrated “Change Management” module that provides flexibility for seamless upgrades of services - hardware and software. Watch this webinar to learn how this comprehensive solution tool allows anyone to manage change from any location without the cost of... (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

The Potential ROI of a Remote Support Solution via the SaaS Model Presentation Transcript by Citrix Online - GotoAssist June 18, 2009 - (Free Research) Increased productivity, better customer interactions and quicker response times are all benefits of using SaaS-based remote support solutions. But how do you quantify these savings? This presentation transcript will address the real dollar savings of using this model and the potential for ROI. (PRESENTATION TRANSCRIPT) VIEW ABSTRACT | GO TO

Creating a Win-Win for Call Center Outsourcers and Their Customers by Cicero Inc. June 10, 2009 - (Free Research) This paper examines how Business Process Outsourcers (BPO) are using Desktop Integration to address some of the business and technical challenges facing Outsourcers in today's difficult economic environment. Learn how outsourcers are using desktop integration to streamline workflows, improve service levels, reduce costs, plus much more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The potential ROI of a remote support solution via the SaaS model by Citrix Online - GotoAssist June 04, 2009 - (Free Research) This webcast will address the real dollar savings of using this model and the potential for ROI. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

How to Cut BlackBerry Support Costs by 25 to 50% by Zenprise February 13, 2009 - (Free Research) Read this paper to find out how Zenprise MobileManager uses automation to help improve end user support quality without increasing staff or IT spending to keep up with the exponential growth of mobile email usage across enterprise organizations. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Running A Fully Controlled Windows Desktop Environment with Application Whitelisting by Bit9, Inc. June 09, 2009 - (Free Research) Getting control over desktop PCs is fast becoming a major strategic objective of CIOs and IT departments. This whitepaper will discuss “The Five Elements of Desktop Control” and how each are required in order to fully realize the benefits of a controlled environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Selecting a remote support solution to meet your needs by Citrix Online - GotoAssist June 04, 2009 - (Free Research) In this podcast, our expert offer tips on selecting the right vendor, solution and service to meet your remote support needs. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

A Comprehensive Approach to Practicing ITIL Change Management by BMC Software, Inc April 17, 2009 - (Free Research) Mission-critical data processing relies in large part on the automated initiation, execution, management, integration, and recovery of batch-mode IT processing. Read about BMC Software's solution that integrates their batch process automation solution, BMC CONTROL M, with their CMDB solution, BMC Atrium. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

HSBC Calculates Improved IT Support Productivity and Patch Management by Intel Corporation April 02, 2009 - (Free Research) In this ROI investigation , HSBC Mexico can look forward to driving improved operating efficiencies across their IT support model, with a projected positive ROI of 605% and a break-even point achieved in 2 months, while serving as a foundation to drive worldwide adoption and savings through the use of Intel vPro technology. (WHITE PAPER) GO TO WHITE PAPER

Accelerate ITIL Initiatives by Bomgar Corporation (E-mail this company) March 01, 2008 - (Free Research) In this video, Joel Bomgar, Founder and CEO of Bomgar Corporation, explains how Bomgar fits into the ITIL framework, accelerating your ITIL initiatives through more efficient and effective Incident Management and Problem Management. (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

Merging Mobility with Unified Communications by BlackBerry August 2008 - (Free Research) Unified Communications is about getting the right information, in the right context, sent to the right people with the right timing. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Information Security: DataDrain - How DLP tools can mitigate incidents and offer insight into where data lives by Symantec Corporation September 2008 - (Free Research) Data Loss prevention products help companies understand where their sensitive data is located, where it's going, how it is being used; they can also sometimes enforce protective policies. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

10 Ways to Reduce Your Email Costs by Iron Mountain Digital June 2009 - (Free Research) Thinking about cutting costs by switching to email archiving and management in the cloud, but not sure how it all adds up? Learn how Iron Mountain's Total Email Management Suite will save you time and money, and put figures on what your own cost savings will be. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IDC Report: IT Service Management Adoption Trends and Strategies by Hewlett-Packard Company September 2008 - (Free Research) Check out this white paper that discusses the findings of an IDC survey of over 600 IT organizations worldwide. The survey identifies issues confronting IT departments that are adopting service models and to better understand the status and priorities of key functions and processes that underlie successful implementation of IT service management. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

3 Best Practices for Reducing Exchange Downtime by AppAssure Software March 2009 - (Free Research) Although there are many e-mail platforms available, Microsoft Exchange is by far the most dominate with a commanding 65-percent share of the overall market. This eGuide explains the three best practices for reducing Exchange downtime and teaches how to proactively approach disaster recovery for Microsoft Exchange. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The CIO's Guide to Fixed Mobile Convergence by BlackBerry June 2009 - (Free Research) Organizations seeking solutions that provide high-performance access while addressing security needs can leverage fixed mobile convergence (FMC) systems to enhance communication. This document explores why your organization should implement an FMC solution, the benefits of FMC and considerations for methods of implementation. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Increasing IT Efficiency by Mobilizing ITSM and ITIL Capabilities by BlackBerry November 2007 - (Free Research) This Webcast reviews the best practices and business drivers for mobilizing ITSM applications. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Becoming Proactive In Application Performance Management by Compuware Corporation January 2009 - (Free Research) Compuware Corporation commissioned Forrester Consulting to survey 389 global technology decision-makers actively involved in application performance management (APM) to assess the effectiveness of their processes and the technologies they employ. This paper has the results. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Supporting Employees Anytime, Anywhere by Citrix Online - GotoAssist May 2009 - (Free Research) This new Ziff Davis White Paper takes an in-depth look at the challenges of supporting today's workforce and how Software-as-a-Service (SaaS) enables IT organizations to provide secure, effective remote support - anytime and anywhere. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

VMware ACE 2 Enterprise Edition: Desktop Virtualization Solution by AMD and VMware, Inc (E-mail this company) VMware ACE 2 Enterprise Edition delivers desktop virtualization solutions for enterprise users. Use VMware ACE 2 to deploy an ACE virtual machine as an IT managed “virtual laptop” to remote workers, provision controlled desktop images as sandbox environments or run legacy operating systems & applications on an existing PC as you migrate to Vista.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Mobile Contact List for Blackberry Smartphones Is the Right Insurance for Busy Financial Institution by BlackBerry February 2009 - (Free Research) City Securities Corporation wanted an easy way to maintain a current list of PIN numbers to enable their members to communicate using their BlackBerry smartphones - even in the event of a disaster. Read this case study to find out how PINpoint, an application from Tenet Computer Group, helped them overcome this issue. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

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