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White Paper Customer Case Study:  A L Filters Learn how your organization can take full advantage of the high-availability features included with Windows Server 2008 R2 Hyper-V.

Tags: Dell Computer Corp., Dell EqualLogic, Information Technology, Management, Strategy

Sponsored by: Dell EqualLogic
Date: November 2009 		Dell EqualLogic
White Paper Dynamic Data Center Compliance With Tripwire and Microsoft Discover how to better monitor the performance of your IT environment while also ensuring compliance with critical regulatory and security standards.

Tags: Data Center, Strategy, Storage, Regulatory Compliance, Policies And Procedures

Sponsored by: Tripwire
Date: June 2009 		Tripwire
White Paper Microsoft Online Services Business Value Gain access to rich communication, collaboration, and productivity applications from anywhere with subscription-based Microsoft Online Services.

Tags: Cloud Computing, Information Technology, License Management, Managed Hosting, Management

Sponsored by: Microsoft
Date: June 2009 		Microsoft
White Paper Composite Application Management: Bridging the IT Visibility Gap in Complex Composite Applications Discover how to maximize application service levels, reduce the mean time to resolution, and get the expected ROI from your composite applications.

Tags: Application Management, Strategy, Software, SOA, Service-Oriented Architecture (SOA)

Sponsored by: Oracle
Date: November 2008 		Oracle
White Paper Branch Office Modernization Best Practices using the Microsoft Core Infrastructure Optimization Model Find out how to use virtualization, centralized management, and network efficiency to slash IT costs and boost service levels at your branch offices.

Tags: Best Practice, Information Technology, IT Infrastructure, Management, Microsoft Corp.

Sponsored by: Microsoft
Date: June 2009 		Microsoft
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Book Chapters Measure help desk performance more effectively This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines different approaches to measuring help desk performance.Accurately measuring help desk performance...

Tags: Call Centers, Help Desk, Help Desk Performance, It Operations, McGraw-Hill Companies

Company: McGraw-Hill Professional
Date: July 2005 		McGraw-Hill Professional
Download Required reading for help desk managers The books on our required reading list for help desk managers offer valuable information for new IT managers and seasoned leaders. Compiled by an IT...

Tags: Call Centers, Help Desk, Help Desk Manager, Information Technology, It Operations

Company: TechRepublic
Date: June 2005 		TechRepublic
White Paper Service Desk/Helpdesk Metrics and Reporting : Getting Started 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...

Tags: Call Centers, Service Level Management, Serio, Management, It Services

Company: Serio
Date: December 2006 		Serio
Presentation IBM Tivoli Software Demo: Availability Management for the SMB By the time an unhappy user contacts your help desk about an availability issue or other problem, the damage to your customer satisfaction levels has...

Tags: Human Resources, IBM Corp., Infrastructure Management, Performance, Performance Management

Company: IBM 		IBM
White Paper 40 to 80 In No Time Flat - Proven Techniques to Drive First Call Resolution The gathering and use of metrics to manage system performance is a common IT practice. Over the last 15 years, similar techniques to assess and...

Tags: Call Centers, CDC Software, Help Desk, It Operations, Productivity

Company: CDC Software
Date: April 2008 		CDC Software
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Webcast Forrester Best Practices: Improve IT Service Delivery and Support Most IT managers are stumped when it comes to capturing the right IT metrics and then effectively conveying their relevance to management. Decision makers tend...

Tags: Best Practice, Forrester Research Inc., Information Technology, IT Help Desk, Management

Company: Citrix Online
Date: May 2008 		Citrix Online
White Paper How to Calculate the ROI of Remote Support Few companies today will approve new support technology purchases without first addressing the projected return on investment (ROI). In this SSPA Executive Insight, VP of...

Tags: Finance, Managerial Accounting, Remote Administration, Remote Support, ROI

Company: Citrix Online
Date: August 2007 		Citrix Online
White Paper Problem Management - Key Best Practices The ITIL framework supplies an excellent relational model on how to manage Incidents, Problems and Changes. But this model becomes much more powerful when best...

Tags: Best Practice, Software, Roi/Tco, Problem Management, NetworkD

Company: NetworkD
Date: June 2005 		NetworkD
White Paper Change Management: OPS Portable Process Guide This paper establishes the required OPS baseline for ITSM process adoption and describes what needs to be done. The paper establishes common standard Change Management...

Tags: Change Management, Government, It Operations, It service Management, Leadership

Company: Government of Ontario
Date: April 2005 		Government of Ontario
Case Study Commitment to IT Best Practice London Business School is one of the world's top-ranked management education establishments, rated by The Financial Times as fifth in the world and first outside...

Tags: Information Technology, It Services, ITIL, London Business School, Management

Company: Touchpaper Software 		Touchpaper Software
White Paper A Practical Roadmap to Higher Quality Understanding quality and cost in accordance with a set of interrelated business processes also serves to dramatize their core roles in measuring and directing IT...

Tags: Baseline, Service Level Management, Quality, Process Improvement, ITIL

Company: Compuware
Date: January 2006 		Compuware
White Paper Association of Support Professionals Research: Best Practices for Translating Customer Satisfaction into Revenue Today's support organizations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction...

Tags: Best Practice, Customer Satisfaction, Marketing, Product Marketing, Revenue

Company: Citrix Online
Date: June 2007 		Citrix Online
White Paper Improving the Links Between IT and Consumer Service Customer service is one of the key tasks of a high-performing IT department, and IT leaders must ensure that they are providing top customer service...

Tags: Information Technology, Management, Strategy

Company: SkillSoft
Date: January 2008 		SkillSoft
White Paper Business-Service Analysis, Transformation and OptimizatioN (BATON) - A Wipro-Compuware Service Improvement Solution IT teams are being asked to consistently improve their services (increase availability, increase performance), while simultaneously being asked to reduce costs. Most organizations have structured...

Tags: Business Operations, Strategy, Six Sigma, Quality, Optimization

Company: Compuware
Date: September 2007 		Compuware

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