White Papers

Featured White Papers

Synergies Between ITIL and Knowledge-Centered Support
Author: Roy Atkinson, John Custy, and Rick Joslin
Jun 16, 2014
Together, ITIL and KCS can improve IT service management. read more
Together, ITIL and KCS can improve IT service management. less

Apr 30, 2014
Although the names are often used interchangeably, there are substantial differences between help desks and service desks. The former support end users, while latter are a strategic component of service management. They vary in scope—the “size of the... read more
Although the names are often used interchangeably, there are substantial differences between help desks and service desks. The former support end users, while latter are a strategic component of service management. They vary in scope—the “size of the umbrella,” if you will. If you aren’t sure whether the transition from help desk to service desk is in line with your organization’s goals, this white paper, sponsored by GoToAssist, lays out the elements you and your organization need to take into consideration. less

The Future of Desktop Support: A Road Map
Author: Members of the HDI Desktop Support Advisory Board
Jan 01, 2014
Does “desktop support” have a future? The HDI Desktop Support Advisory Board thinks it does, and this white paper is a road map that will help organizations navigate the changes ahead. read more
Does “desktop support” have a future? The HDI Desktop Support Advisory Board thinks it does, and this white paper is a road map that will help organizations navigate the changes ahead. less

Dec 24, 2013
The new world of support will be based on more than transactional analysis—it will be built around relationships, goals, and business value. For years, support has tracked volume, speed, and performance against transactional goals. But the new world... read more
The new world of support will be based on more than transactional analysis—it will be built around relationships, goals, and business value. For years, support has tracked volume, speed, and performance against transactional goals. But the new world of support is one in which we will need to track those things that help us measure business outcomes and predict issues and trouble spots that could have an impact on business processes and productivity. less

Recent White Papers

The “consumerization of IT,” in a nutshell, is an emerging trend where IT products and services have their origins in the consumer market and eventually spread to businesses, institutions and government. This trend runs contrary to the historical model where organizations led the way in technological innovation. This paradigm shift has put organizations on their toes as they must consider if and how they want to incorporate any number of these products and services into their current IT systems, policies, and procedures.

Nov 01, 2013
In blog posts, presentations, and papers, the technical service and support industry is hearing the same thing: You need to show your business value. The HDI research discussed in this paper sheds light on the ways support centers—at least some of them—are working to show that they are valuable, and that it does make sense to increase expenditures to improve their ability to support emerging technologies and new ways of doing business.

Today's remote control solutions must meet the needs of a heterogeneous workforce, deploy solutions across many users, and provide extensive security. Indeed, the remote solution an organization chooses can have a big effect on its scalability, compatibility, and security. This white paper examines the remote control software functionality that best serves organizations, helping IT professionals select a solution that increases productivity and customer satisfaction, enhances the flexibility of the IT organization, and improves the company’s risk profile.

Hybrid IT Service Management

A Requirement for Virtualization and Cloud Computing

Author: FrontRange
Oct 04, 2013
Virtualization, cloud computing, and ITSM represent a rich set of options that can create competitive advantage for the enterprise. Each is on its own imperfect path to maturity, but the reality of the market is that IT will be operating in an environment where it capitalizes on certain aspects of all of these domains. It will be a hybrid model where some IT functions are virtualized and others are not, some service management disciplines are adopted first and others wait for the longer range plan, and cloud computing is used to generate a variety of public and private services. Learn more about this hybrid model in this white paper from FrontRange Solutions.

Enterprise Lifecycle Management in a Changing World

Best Practices for Resolving Emerging Challenges in Desktop and Server Management

Author: FrontRange
Oct 04, 2013
IT advances and evolving enterprise requirements are changing the businesses utilization of computing resources. Lifecycle management processes needs to evolve as well to meet rising adoption of business-critical IT requirements for workforce mobility, virtualization, reliable software delivery, and increased infrastructure complexity. In order to face these emerging challenges, organizations must be armed with processes and automation solutions that will deliver the agility and extensibility to maintain performance and reliability without sacrificing cost-effectiveness in IT investments.

Over the past fifteen years, service management platforms have come and gone but many critical limitations persist. The service desk has evolved, and now a new generation of solutions offers more promise. Read this white paper to learn why the fourth-generation service desk is critical in terms of the elimination of point solutions and operational silos, leveraging ITIL methodologies easily and effectively, and the benefits of a SaaS model—and mindset.

Building a Better IT Service Channel

What ITSM Experts Say About Improving IT Engagement, Resolution, and Satisfaction

Author: Netop
May 06, 2013
How do you build a better service channel for your company? As IT has evolved, support teams face the task of providing better service while reducing budgets and headcount at the same time. Yet self-service options, while acceptable for triaging incoming contacts, have not been generally well-received. This white paper from Netop—a global leader in IT software for over 30 years—examines the tools that IT management should consider when taking their service channel to the next level, and reviews the steps to making your ideal service channel a reality.

In manufacturing, it’s not uncommon to find environments either too dangerous or sensitive to allow unrestricted access. Remote control software opens the door, boosting productivity without compromising the safety of workers or equipment. This paper shows how it can conserve time and effort, cut the travel budget, up the pace of action, support a comprehensive security strategy, and prevent downtime.