Browse Business Software Categories

Close  

GoToAssist White Paper: ASP – The Great Customer Experience

There are two certainties in the support world: Customer expectations are on the rise, and support organizations must effectively differentiate from the competition to be successful.

GoToAssist White Paper: Driving IT Help Desk Efficiency with Customer Centric Remote Support

The IDC predicts that by 2011, 73 percent of the U.S. workforce will be mobile, inevitably increasing the pressure on the IT help desk. That’s why more companies are turning to Web-based, customer-centric remote support to support a burgeoning remote workforce.

Customer Intimacy with Assisted Support

Self-service continues to rock the support world because it drastically frees up representatives’ time and reduces expenses. But are there hidden costs of self-service?

Measuring the Business Impact of Support

Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured – despite the influence of support on higher revenue; customer satisfaction and loyalty; and increased productivity.

Delivering Improved Service More Efficiently

This new Ziff Davis White Paper examines new strategies for improving operations and exceeding client expectations, despite today’s economic climate. Remote service delivery is proving to be a strategic ally in providing premium service to clients while enabling you to cut costs.

Key Tenets in Service Desk Organization Redesign

The growing movement to improve IT service delivery and support has led many companies to rethink the structure and composition of their service desks. When planning such a reorganization, IT management must keep in mind that customers of the support organization do not have technology problems, they have business problems. The technology is merely a tool that these users need to use to accomplish a business task. With this in mind, the result is a set of basic principles that should guide organizational design and planning.

TechExcel ServiceSuite – Apply the ITIL Framework with Confidence

Businesses increasingly view information technology as a strategic investment – an investment that is expected to align with the larger goals of the company and deliver competitive advantages. Well-defined IT service management processes ensure that the business is not only ready for change, but that it may take a proactive approach and push for changes that make the company more competitive and profitable.

Top IT Service Desk Issues Facing the Healthcare CIO

The healthcare CIO is now in a position of direct influence on the quality of patient care. Doctors, pharmacists, administrators and medical research teams are more reliant than ever on electronic information and medical technology. As such, healthcare CIOs are gaining a stronger position to drive innovation, process change, and IT/business alignment. In healthcare, any system that is supporting a patient is not only business critical, its 24×7 availability is more critical than almost any other industry.

ServiceWise Change Management Solutions

TechExcel ServiceWise is a powerful and versatile change management solution that enables businesses to define a framework for managing, tracking, and enforcing their business processes and to ensure that all stakeholders are “in the loop” throughout the change life cycle.

Transforming from Help Desk to Service Desk – Volume I: Tired of Firefighting? It’s Time for a Service Desk

As your business grows, managing IT services becomes more complex and requires a new approach and new tools. A help desk was the right solution in the early days. Users would call with an issue, and technicians would attempt to fix it as quickly as possible. IT was predominately in a firefighting mode and help desk software had a fairly singular focus: tracking incidents and open tickets as responsibility passed from one person to another. In order for your business to scale, you must move from a world of firefighting to one of forward planning and preventative maintenance. If you’re ready to shift from reactive technology support to proactive business service support, then it’s time for a service desk.