White Papers

Featured White Papers

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

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... read more
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. less

Most IT departments can tell you how much they spend on support, but few can quantify the economic impact of support. The result is that many technical service and support organizations are on the defensive when it comes to budgeting and spending, and... read more
Most IT departments can tell you how much they spend on support, but few can quantify the economic impact of support. The result is that many technical service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle to get the funding needed to deliver even adequate levels of support. In recent years, a handful of pioneering organizations have adopted a different strategy when it comes to support—a strategy that emphasizes value over cost—and they routinely deliver benefits far in excess of their costs. less

Recent White Papers

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.

Every organization faces challenges when it comes to replacing the tools used to accomplish its work. Should the organization adjust to doing things according to the way the tool is designed, or should the tool be customized to fit the way the organization works? Whatever we decide, it’s imperative that we understand and serve the goals of our organizations (i.e., the businesses for which we provide services). The days when IT was essentially a black box, and could purchase new tools at will, are gone.

Service Desk Best Practices
Author: Dinorah Escala
Jan 28, 2013
In order to provide the highest level of service to clients, IT service providers must utilize all of the appropriate tools, as well as have the appropriate resources in place. By implementing a service desk, IT service providers will have a resource in place that is continually working to optimize IT service delivery while managing all internal and client facing operations and processes, as well as ensuring client needs are met.