Previous
Service Desk Intelligence Solution Solves Reporting Dilemma at Antares Management Solutions
White Papers HP OpenView Service Desk is a robust IT service desk solution that provides the enterprise with an overview of its IT services. This case study offers an overview of how Antares Management Solutions has utilized Westbury's Service Desk Intelligence...
[March 2, 2009, 22:55]
Service Desk: Consolidation, Relocation, Status Quo
White Papers A service desk consolidation or relocation is not without exposure, but the potential of providing better customer service is worth the effort. All the tools, examples and analogies in the world will not take the place of effective planning when it...
[February 19, 2007, 0:00]
Service Desk/Helpdesk Metrics and Reporting : Getting Started
White Papers This White Paper is for IT Service Desk and Helpdesk Managers who are trying to turn raw data gathered from IT Service Management into information on which informed management decisions can be based. The paper will be useful for those attempting to...
[January 8, 2008, 2:38]
Consolidated Service Desk Reporting Using OVPI
White Papers Through this webcast one can see how HP OpenView Performance Insight (OVPI) can report on Service Desk V5.0 modules. The webcast gives a live demonstration of the Helpdesk Report, Change Management Report and Service Level Management Report and...
[March 21, 2006, 23:00]
Developing Service Management for Facilities Using Magic Service Desk
White Papers Magic Service Desk offers facilities managers a centralized, customizable tool to track vendors, purchase requests, work orders, and equipment. In this webcast, you will see how Magic Service Desk can work for your facilities management needs.
[January 19, 2006, 23:00]
Ease of Upgrading and Enhancements in Unicenter Service Desk r11
White Papers Unicenter Service Desk r11 will help accelerate the service and support process, improve productivity, closely align a service desk with the business and help reduce costs. Upgrading to Unicenter Service Desk r11 has never been easier with CA's...
[November 16, 2006, 0:00]
Sarbanes-Oxley and Service Desk: An Approach to Control Objectives
White Papers This paper explains some of the ways that SOX has affected IT departments and how IT departments can use a service desk to respond positively to SOX. The Sarbanes-Oxley Act of 2002 (SOX) was passed in reaction to the disastrous financial collapses...
[January 31, 2006, 9:15]
Industry Leading Asset Management for HP OpenView Service Desk
White Papers This webcast discovers how HP openview's newly acquired asset management can help service desk better track asset and financial data related to the services defined within service desk.
[June 6, 2007, 1:00]
What's New in BMC Service Desk Express Suite 9.6
White Papers The presenter will give overview of the latest release of Service Desk Express and Service Desk Express Client Services. The upgraded BMC Service Desk Express Client Services enhances the quality of the end user experience and helps to further...
[August 1, 2009, 1:21]
New - Magic Service Desk Suite V 8.0 - Demo and Q&A
White Papers Magic Service Desk Suite 8.0 includes more than 45 new features and functionality updates designed to address key issues facing IT organizations of mid-sized businesses: aligning IT operations with overall business objectives, and lowering the...
[November 28, 2004, 23:00]
Forrester Research Report: Thirty-One Best Practices for the Service Desk
White Papers Download the Forrester research report, "Thirty-One Best Practices for the Service Desk," to discover proven industry best practices, processes and technologies, including how to: According to a study conducted by Forrester Research, only 53...
[January 13, 2009, 12:10]
Extend the Value of Your Service Desk and Integrate ITIL Processes With IBM Tivoli Change and Configuration Management Database
White Papers Today's service desk is an essential part of IT. Because of this, service desk data repositories are limited in their effectiveness to extend and support other IT processes due to a lack of visibility across the infrastructure, no support for...
[February 10, 2009, 0:20]
New HP service desk marks 'decision point'
News HP's revised service desk product strategy represents a "major decision point" for many customers in the Asia-Pacific region, according to an analyst. In an interview, Michael Warrilow, director of Sydney-based analyst company Hydrasight, said HP...
[June 19, 2007, 8:56]
CA Leverages Its Own Product - Unicenter ServicePlus Service Desk to Manage Worldwide Help Desk
White Papers They rely on its own Unicenter ServicePlus Service Desk product to ease the help desk process for everyone involved. With approximately 17,000 employees worldwide, CA is a company that needs a responsive IT help desk.
[August 14, 2003, 0:00]
Building a Winning Service Desk
White Papers The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level management, and sometime extend beyond traditional...
[May 8, 2009, 4:34]
The University of Canterbury Is Implementing the Information Technology Infrastructure Library With the Help of BMC Service Desk Express Suite
White Papers The University of Canterbury implemented the BMC Service Desk Express Suite for their Service Management requirements. This reduced the number of help desk incidents, improved service to internal clients improved utilisation of expert staff and 25...
[September 14, 2007, 1:00]
Consolidated Service Desk: The Reality
White Papers There is much hype around the term 'Consolidated Service Desk', but is a CSD myth or reality? Moving on from theory, this paper will focus on the reality of CSD, stripping away the hype and exploring how this proposed holistic approach to IT...
[March 24, 2006, 0:01]
What's New in BMC Remedy Service Desk 7.5
White Papers The attendee of this webcast will learn how to take the service desk to the next level and provide added value to the business using ITIL best practice processes. This webcast gives a demo of what's new in the latest release of BMC Remedy Service...
[August 1, 2009, 1:21]
HP OpenView Delivers Superior Service Desk Functions to Boost Mastek's Customer Service
White Papers HP provided it with the hp OpenView service desk 4.0 as an ITIL solution. The benefits were improved operations quotient, uptime of service operations, streamlined mission critical service delivery and support processes with a single, seamless...
[December 15, 2004, 23:00]
Implementing ITIL and HP Service Desk: Short Timeline to Introduce New Standards and Products
White Papers To support the quality initiatives associated with the worldwide rollout of a new system, RGA was adopting ITIL service support standards and implementing HP Service Desk. The need for a strong project manager with HP Service Desk and another with...
[March 23, 2006, 23:00]
