Help Desk and Call Management | Customer Self-service/ e-Self Help | Customer Relationship Management (CRM) | Wireless Technologies and Mobile Computing | Mobile Device Management | Network Management | On-line Customer Support | Remote Access Technologies | IT Service Management (ITSM)/ IT Infrastructure Library (ITIL) | Remote Administration

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Help Desk Authority Professional Edition - 30 Day Free Trial! by ScriptLogic Corporation September 08, 2009 - (Free Research) How are you currently tracking your help desk issues? Does your homegrown solution have too many limitations? Or is the enterprise solution you currently have overkill? Whichever scenario best describes you…we can help. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

VI Service Desk Version 4.0.1 - Free 30 Day Trial! by Velocity Integrations Software, Inc. September 18, 2009 - (Free Research) VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change. (TRIAL SOFTWARE) GO TO

Service Desk Consolidation Cuts Costs and Increases Service Quality by BMC Software, Inc June 15, 2009 - (Free Research) The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Remote Support Center Solution - 30 Day Free Trial! by ScriptLogic Corporation September 08, 2009 - (Free Research) Supporting remote or travelling workers has become an increasingly high priority for many IT departments. The remote workforce that was once thought of as "merely a trend" has now become the norm. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

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

5 Best Practices for Smartphone Support: The Enterprise Guide to Smart Support for Smart Devices by LogMeIn, Inc. September 16, 2009 - (Free Research) This paper features real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Mobility Management the ITIL and ITSM Way: An Enterprise BlackBerry, iPhone (and Beyond) Imperative by BoxTone October 08, 2009 - (Free Research) In this Handbook, you'll learn how Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL to support mobile user connectivity and mobile application access. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

North Shore Medical Center Provides Better Support with AMD Processor-based Solutions by HP, Vmware and AMD July 01, 2008 - (Free Research) Thanks to VMware, North Shore Medical Center provides better support for physicians and healthcare professionals while improving data center management with Advanced Micro Devices processor-based solutions. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Midmark Aims for Excellence with Efficient Products and Support by LogMeIn, Inc. September 16, 2009 - (Free Research) Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Top 10 Most Overlooked Causes of Trouble in a Cisco Network by Global Knowledge November 05, 2009 - (Free Research) This white paper is a guide to the top ten causes of trouble in a Cisco network and how to address them, but is not intended to be a troubleshooting guide. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Selection Criteria for Remote Support Tools: “Best-of-Breed” Products Speed ROI for Technology Investment by NTR Global October 29, 2009 - (Free Research) Remote support technology is a very popular service and support automation tool for high-tech companies. Freeware and shareware options are available, but come with their own risks. Leveraging a best-of-breed product can improve operational efficiency and customer satisfaction. Read on to learn what to look for in a remote support platform. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Dynamic Infrastructure Worldwide Forum by IBM June 17, 2009 - (Free Research) View this on demand Dynamic Infrastructure Worldwide Virtual Forum for advice from leading experts on today's IT challenges. (WEBCAST) GO TO WEBCAST

The Leader in On-Demand Call Centers: Five9 Product Overview by Five9 September 10, 2009 - (Free Research) Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9. (PRODUCT OVERVIEW) VIEW ABSTRACT | GO TO

Legacy Tools: Not Built for Today's Helpdesk by LogMeIn, Inc. September 16, 2009 - (Free Research) This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to cut costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Practical and Flexible IT Service Management for the Real World by Numara Software January 06, 2009 - (Free Research) This webinar will show you why Numara® FootPrints® 9, a highly flexible and practical service desk solution, is the best value in the service desk market today. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support by NTR Global October 29, 2009 - (Free Research) This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution. (PRESENTATION) VIEW ABSTRACT | GO TO

Drive Business Processes: Achieving the "Last Mile" of Business Productivity by Microsoft March 01, 2007 - (Free Research) Bring the two most powerful information systems in your business together more intuitively and more completely than ever before. Microsoft Dynamics and the Microsoft Office system work together in new ways to help workers reach the information and people they need to be productive and deliver excellent customer service. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Simplify and Automate: Building Your Roadmap to Improve IT Delivery and Support - A free one-day virtual seminar brought to you by BMC Software, Inc. by BMC Software, Inc October 29, 2009 - (Free Research) Find out how you can build a plan for IT simplification and automation and get practical advice for your complex challenges around areas such as: business service management, service desk and self-service, mainframe cost optimization, virtualization and cloud computing. (VIRTUAL SEMINAR) VIEW ABSTRACT | GO TO

Managing the Amazon Elastic Compute Cloud with CA by CA October 30, 2009 - (Free Research) Read this paper to learn how innovative management solutions from CA add comprehensive support for Amazon EC2 with real-time automation, application performance, service, and database management. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Bridging the Gap Between Change Activity and Change Management: Real Time Accountability and Change Prevention by McAfee, Inc. August 17, 2009 - (Free Research) Check out this paper to learn about McAfee Change Control, an operational-friendly, low-touch and low overhead software that can be deployed on a wide range of hardware platforms. McAfee Change Control provides change control on servers, network devices (including switches, routers and firewalls), and databases. (ARTICLE) VIEW ABSTRACT | GO TO ARTICLE

EMA Impact Brief: CA Spectrum Service Assurance Bridges Service Management Gap by CA October 19, 2009 - (Free Research) Read this brief paper to learn how the new CA integrated service management product offers real hope for beleaguered IT organizations that are trying to bring together the pieces to build an integrated service management story. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Gartner's Magic Quadrant for IT Event Correlation and Analysis by BMC Software, Inc November 03, 2009 - (Free Research) Before investing in an event management solution, you’ll want to know how the product will fit within your overall event-to-incident and problem management processes, including workflow, escalation and integration with service desk tools. Gartner assesses the vendor landscape in their latest Magic Quadrant for IT Event Correlation and Analysis. (ANALYST BRIEF) VIEW ABSTRACT | GO TO

PortalGuard: Strengthening Authentication to Adapt to Changing Circumstances™ by PistolStar, Inc. August 26, 2009 - (Free Research) PortalGuard is a password authentication and security solution that allows end-users to authenticate and manage a portal password directly from a Web browser, while providing administrators with functionality to meet or exceed their security objectives. (PRODUCT OVERVIEW) VIEW ABSTRACT | GO TO

Enterprise Single Sign-On The Holy Grail of Computing by Quest Software October 02, 2009 - (Free Research) In today's enterprise, IT managers are faced with the growing challenge of keeping track of multiple passwords and system identities. In this document, we'll discuss how Quest approaches enterprise single sign-on and a unique solution that addresses nearly all facets of the challenges. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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