IT Management White Papers and Demos

IT professionals under pressure to do more with less should take a serious look at automating software management processes. The benefits are not confined to cost control.

To proactively manage assets over their entire lifecycle, firms must strive for enterprise-wide visibility and context into utilization, service accounts and historical records.

By using remote support, technicians can access the users' desktop to effectively diagnose and resolve the issues.

SAM can deliver significant benefits, but where do you start? Instead of being daunting, SAM needs to be broken down into achievable goals which provide an obvious benefit to the organization.

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.

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.

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?

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.

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.

Most companies will save money by formalizing their telecommuting policies and standardizing support practices. Informal policies and ad hoc support result in inconsistencies about who can telecommute and what costs the company covers. Additionally, absent a formal policy, IT support costs will be higher when nonstandard and personal devices are connecting to the network.