There are lots of variables and issues to address when deployment a performance management system across a small or large business. There are two questions that are critical to your success, regardless of the size or nature of your business.
Tag(s): white paper, technology, metrics and measurements, performance management
Date Published April 29, 2015 - Last Updated January 14, 2016
Software as a service (SaaS) is more than just a cloud-based delivery model. It's a service approach that IT organizations are considering for meeting their ITSM needs. With a SaaS model, IT organizations can focus their staff and infrastructure on high-priority activities and initiatives while...
Tag(s): white paper, service desk technology, technology, cloud, cloud computing, business of support
Date Published April 29, 2015 - Last Updated April 30, 2015
Whether we want to admit it or not, the service and support industry might be the most schizophrenic industry on the planet today! It seems one minute we're in the back office providing service and support behind the scenes to end users and customers, and the next minute we're moved to the front...
Tag(s): white paper, virtual support tools, virtual work, technology, workforce enablement, service desk technology
Date Published April 29, 2015 - Last Updated April 30, 2015
There are many compelling reasons to launch a webinar program, but there are expenses and time investments that are not immediately obvious. To minimize surprises and achieve expected results, carefully evaluate your internal capabilities and outsource where necessary.
Tag(s): white paper, technology, business of support
Date Published April 29, 2015 - Last Updated January 14, 2016
Whether you're buying for the first time or just replacing your current system, this white paper aims to provide concrete advice on buying and implementing a help desk system. Below, we have condensed the information and focused on what really matters—and, equally important, on what to...
Tag(s): white paper, technology, business of support, best practice, service desk technology
Date Published April 29, 2015 - Last Updated January 14, 2016
Rapidly evolving information technologies are changing the face of business. Developments such as robust and pervasive Internet-based communications have lowered the cost of business activities, including product and service delivery, support, business-to-business transactions, and others. To...
Tag(s): white paper, technology, communications technology, support channels, support models, business alignment
Date Published April 29, 2015 - Last Updated January 14, 2016
While large enterprises have a well-defined security mechanism in place with dedicated personnel to look after it, in most SMBs the scenario is less organized, short-staffed, and under-equipped. They have a small number of IT staff who manages to give only a portion of their time towards the...
Tag(s): white paper, security management, risk management, technology
Date Published April 29, 2015 - Last Updated January 14, 2016
Service-oriented architecture (SOA) promises to deliver exceptional flexibility and cost savings to IT by defining a methodology for the use and reuse of software components and business processes. SOA focuses on bridging the gap between business processes and IT through well-defined,...
Tag(s): white paper, technology, service management, IT-business alignment, IT service management, business of support
Date Published April 29, 2015 - Last Updated January 14, 2016
For many enterprises, service catalogs can be a double-edged sword. They allow you to automate and publish, via the web, access to a vast library of applications and corporate information to both internal and external constituencies. Yet access to anduse of those applications and corporate...
Tag(s): white paper, security management, risk management, technology, service catalog, compliance
Date Published April 29, 2015 - Last Updated April 30, 2015
This white paper addresses a key confusion point about service catalogs, and why the service catalog might be the most important ITIL concept you should consider and implement.
Tag(s): white paper, service catalog, process, ITIL, business alignment, service desk technology, technology, self-service tools
Date Published April 29, 2015 - Last Updated April 30, 2015