ANALYST REPORT - This study examine the total economic impact and potential return on investment (ROI) that enterprises may realize by deploying CA Wily Application Performance Management (APM). Read this report for a discussion of the key findings.
Posted: March 5, 2010 | Published: June 2, 2009


Topics:  Application Performance Management | Application Performance Management Software | Customer Service | Help Desk Management | ROI | Software Development Tools

WHITE PAPER - In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
Posted: February 17, 2010 | Published: February 17, 2010


Topics:  Business Process Management | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Customer Service | Customer Service Best Practices | Help Desk Management | Help Desks

WHITE PAPER - In this white paper, discover how you can effectively and efficiently control privileged accounts using the latest in adaptive access controls management. You will also learn about how to leverage the latest in Role-Based Access Controls.
Posted: February 1, 2010 | Published: February 1, 2010


Topics:  Database Administration | Database Administrators | Help Desk Management | Help Desks | Network Management | Security Architectures | Systems Management

WHITE PAPER - Organizations want to run the apps they want, and not run the apps they don't want. One of the tools Microsoft has given Active Directory administrators to help in this regard, Software Restriction Policies (SRPs), has been re-engineered in Windows 7 as AppLocker.
Posted: January 25, 2010 | Published: January 25, 2010


Topics:  Active Directory | Applications Management | Applications Management Software | Help Desk Management | Help Desk Software | Windows | Windows Server Software

WHITE PAPER - This paper will discuss common solutions to environmental problems—before they occur. Relating personal experiences from his long history in IT, author Greg Shields offers a look at network integrations from SNMP to WMI to configuration control and reveals the necessity for a complete solution.
Posted: January 24, 2010 | Published: January 24, 2010


Topics:  Applications Management | Configuration Management | Help Desk Management | High Availability | Network Management Software | Network Managers | Network Monitoring | Software Implementation | Software Testing

TRIAL SOFTWARE - AdminStudio® allows IT to quickly prepare reliable virtual and MSI packages for error-free rollout with leading software deployment solutions. A complete application readiness toolset, AdminStudio also provides automated tools to help ensure application portfolios migrate smoothly to Windows 7. Download this free 21 day trial now!
Posted: January 12, 2010 | Published: January 12, 2010


Topics:  Application Deployment | Downtime | Help Desk Management | IT Management | Operating Systems | Software Migration | Software Testing | Software Virtualization | Windows

WHITE PAPER - 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.
Posted: November 6, 2009 | Published: November 5, 2009


Topics:  Help Desk Management | Help Desk Management Services | Help Desk Software | Help Desks | Technical Support Staff | Troubleshooting

ANALYST BRIEF - 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.
Posted: November 3, 2009 | Published: November 3, 2009


Topics:  Business Intelligence | Business Performance Management | Business Performance Management Software | Business Process Automation | Business Process Automation Software | Help Desk Management | Help Desk Management Services | Help Desk Software | Help Desks

TRIAL SOFTWARE - 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.
Posted: September 8, 2009 | Published: September 8, 2009


Topics:  Help Desk Management | IT Management | Mobile Device Management | Mobile Device Management Software | Mobile Workers | Network Management | Remote Computing | Remote Network Management | Remote Support Services | Wireless Computing

WHITE PAPER - 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.
Posted: June 18, 2009 | Published: June 15, 2009


Topics:  Customer Satisfaction | Customer Service Best Practices | Customer Support Software | Help Desk Management | Help Desk Management Services | Help Desk Software | IT Best Practices | Service Level Management

WHITE PAPER - Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..”
Posted: June 17, 2009 | Published: June 15, 2009


Topics:  Business Process Automation | Business Process Reengineering | Business Service Management | Data Collection | Help Desk Management | IT Best Practices | IT Service Management | IT Services | ITIL | Service Level Management | SOA | SOA Governance

WHITE PAPER - 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.
Posted: June 15, 2009 | Published: June 15, 2009


Topics:  Business IT Alignment | Business Process Automation | Business Process Automation Software | Help Desk Management | IT Best Practices | IT Spending | ITIL | Service Level Management