There are many compelling reasons to launch a webinar program, but there are expenses and time investments that are not immediately obvious. To minimize surprises and achieve expected results, carefully evaluate your internal capabilities and outsource where necessary.
Tag(s): white paper, technology, business of support
Date Published April 29, 2015 - Last Updated January 14, 2016
Many outsourcing agreements provide clients with the right to benchmark price and service levels. Some clients struggle to successfully gain the benefit of benchmarking. Contrary to popular belief, the primary obstacle to a successful benchmark is not the service provider, but the benchmarking...
Tag(s): white paper, benchmarking, best practice, metrics and measurements
Date Published April 29, 2015 - Last Updated January 14, 2016
Whether you're buying for the first time or just replacing your current system, this white paper aims to provide concrete advice on buying and implementing a help desk system. Below, we have condensed the information and focused on what really matters—and, equally important, on what to...
Tag(s): white paper, technology, business of support, best practice, service desk technology
Date Published April 29, 2015 - Last Updated January 14, 2016
When you shop online, you probably gravitate toward those vendors that provide a catalog of requestable services listing all of the products they offer. Usually, this catalog includes a brief description of each item, its price, and its delivery time. From the catalog, you easily drill down for...
Tag(s): white paper, service catalog, practices and processes, ITSM, best practice
Date Published April 29, 2015 - Last Updated April 30, 2015
For years organizations have struggled with the concept of change. We know that we need to change; we just don't do a good job of planning and managing change within the IT organization. With the introduction of ITIL v3, three new concepts have been brought to light that will help your...
Tag(s): white paper, process, practices and processes, ITIL, change management, service transition, service management, IT service management, IT-business alignment, framework and methodologies
Date Published April 29, 2015 - Last Updated April 30, 2015
Service-oriented architecture (SOA) promises to deliver exceptional flexibility and cost savings to IT by defining a methodology for the use and reuse of software components and business processes. SOA focuses on bridging the gap between business processes and IT through well-defined,...
Tag(s): white paper, technology, service management, IT-business alignment, IT service management, business of support
Date Published April 29, 2015 - Last Updated January 14, 2016
For many enterprises, service catalogs can be a double-edged sword. They allow you to automate and publish, via the web, access to a vast library of applications and corporate information to both internal and external constituencies. Yet access to anduse of those applications and corporate...
Tag(s): white paper, security management, risk management, technology, service catalog, compliance
Date Published April 29, 2015 - Last Updated April 30, 2015
In many large organizations, the role of the IT function is poorly communicated and hence misunderstood. IT groups often view business users as overly demanding and under appreciative, while users perceive IT as reactive and defensive. In recent years, frameworks such as ITIL have emerged,...
Tag(s): white paper, service catalog, ITIL, ITSM, business alignment, best practice, framework and methodologies
Date Published April 29, 2015 - Last Updated January 14, 2016
The concept of total contact ownership is relatively simple: “You answer it, you own it.” But it's really about the consistent delivery and alignment of all support groups working together to deliver end-to-end, seamless and transparent services. In pursuit of issue resolution and getting the...
Tag(s): white paper, process, best practice, support models, service quality, customer service
Date Published April 29, 2015 - Last Updated January 14, 2016
Remote control software enables you to work on a remote computer in real time as if you were using its own keyboard and mouse. The other computer can be physically located across the hall or around the world. Remote control software has been around for over twenty years and was originally used...
Tag(s): white paper, technology, remote support tools, desktop support, communications technology, service desk technology
Date Published April 29, 2015 - Last Updated January 14, 2016