Service Desk White Papers
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Lean Thinking: The IT Manager's Guide to Surviving the Downturn
This discussion paper looks at why only 11 percent of UK organisations say their investment in technology designed to innovate and give them competitive advantage, has continued full steam ahead.
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Practical IT Service Management: Rapid ITIL Without Compromise
A discussion paper on applying the principles of service management to achieve critical efficiencies of scale, not only for IT but the entire organisation.
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Top 10 Service Components Required to Deliver a Unified Customer Experience
This white paper discusses how to provide the tools customers expect in the ever-more eService led world.
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Flexible Service Desk? Dynamic Markets - Independent Market Research Report
Currently 98% of IT managers in large UK organisations with a service desk or help desk have incurred some form of extra cost in addition to the basic purchase / ticket price after they had purchased their current solution.
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Delivering Effective IT Support: Adopting ITIL to fit your IT Business Model
This guide offers a practical and concise summary on ITIL, with examples of how organisations are adopting best practice – either by following ITIL to the letter or by incorporating the elements of ITIL that are most applicable to specific business needs.
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Information Age: Service Management - The key to quality IT delivery
Information Age's latest reader research found that IT service management is proving its value - despite the shortcomings of some of the supporting tools. Download your copy of this informative research.
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IT Change Management Automation: How Mid-Size Organizations Can Improve IT Service Quality and Reduce Costs
Effective change management is essential to improving IT service quality, which mid-size organizations must do if they want to boost operational performance, continually meet customer expectations, and gain or maintain their competitive advantage.
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Making Real-World CMDB Systems Work: What Are They and How Should You Get Started
The term “Configuration Management Database” or CMDB tends to suggest a single entity, whereas in reality most CMDB systems are designed to evolve to support multiple trusted sources across multiple brands and many involve diverse approaches to data reconciliation based on need and objective. Nonetheless many adopters are unclear whether what they have or not is a CMDB and can get a “gold star” only if they meet certain pre-defined, technical criteria.
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The Top 10 Reasons for implementing a Consolidated Service Desk
Irrespective of whether you are a public or private sector organisation, providing you are servicing customers – internal or external – there are compelling reasons to adopt a Consolidated Service Desk (CSD) strategy.
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The Web-based Service Desk: Extending the Reach of Service Management
To keep pace with the seemingly endless stream of support requests, today’s service desks must be agile and scalable. They also need to be flexible and versatile (as do the IT support staff) in order to address more complex business requirements.
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Help Desk White Papers
IT Asset Management White Papers
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