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
Many outsourcing agreements provide clients with the right to benchmark price and service levels. Some clients struggle to successfully gain the benefit of benchmarking. Contrary to popular belief, the primary obstacle to a successful benchmark is not the service provider, but the benchmarking...
Tag(s): white paper, benchmarking, best practice, metrics and measurements
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
When you shop online, you probably gravitate toward those vendors that provide a catalog of requestable services listing all of the products they offer. Usually, this catalog includes a brief description of each item, its price, and its delivery time. From the catalog, you easily drill down for...
Tag(s): white paper, service catalog, practices and processes, ITSM, best practice
Date Published April 29, 2015 - Last Updated April 30, 2015
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
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
In many large organizations, the role of the IT function is poorly communicated and hence misunderstood. IT groups often view business users as overly demanding and under appreciative, while users perceive IT as reactive and defensive. In recent years, frameworks such as ITIL have emerged,...
Tag(s): white paper, service catalog, ITIL, ITSM, business alignment, best practice, framework and methodologies
Date Published April 29, 2015 - Last Updated January 14, 2016
The white paper explains how technology can become a key differentiator when it comes to a call center’s productivity and extract an impressive ROI, and how the right technology can address key concerns of call centers.
Tag(s): white paper, technology, support channels, service desk, service desk technology
Date Published April 29, 2015 - Last Updated January 14, 2016
The concept of total contact ownership is relatively simple: “You answer it, you own it.” But it's really about the consistent delivery and alignment of all support groups working together to deliver end-to-end, seamless and transparent services. In pursuit of issue resolution and getting the...
Tag(s): white paper, process, best practice, support models, service quality, customer service
Date Published April 29, 2015 - Last Updated January 14, 2016
The traditional "command and control’ service desk and IT asset management models that served corporate IT so well are now straining to keep up with the pace of twenty-first-century business. The old models made sense in the past, when it was important to protect expensive IT resources and...
Tag(s): white paper, support models, service strategy, business of support
Date Published April 29, 2015 - Last Updated April 30, 2015