WHITE PAPER:   Posted: 06 Nov 2009 | Published: 05 Nov 2009
This white paper is a guide to the top ten causes of trouble in a Cisco network and how to address them, but is not intended to be a troubleshooting guide.
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ANALYST BRIEF:   Posted: 03 Nov 2009 | Published: 03 Nov 2009
Before investing in an event management solution, you’ll want to know how the product will fit within your overall event-to-incident and problem management processes, including workflow, escalation and integration with service desk tools. Gartner assesses the vendor landscape in their latest Magic Quadrant for IT Event Correlation and Analysis.
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WHITE PAPER:   Posted: 29 Oct 2009 | Published: 29 Oct 2009
This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well?intentioned management blunders and discuss good and bad uses of support technology.
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WHITE PAPER:   Posted: 29 Oct 2009 | Published: 29 Oct 2009
Remote support technology is a very popular service and support automation tool for high-tech companies. Freeware and shareware options are available, but come with their own risks. Leveraging a best-of-breed product can improve operational efficiency and customer satisfaction. Read on to learn what to look for in a remote support platform.
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PRESENTATION:   Posted: 29 Oct 2009 | Published: 29 Oct 2009
This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution.
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TRIAL SOFTWARE:   Posted: 21 Sep 2009 | Published: 18 Sep 2009
VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change.
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CASE STUDY:   Posted: 16 Sep 2009 | Published: 16 Sep 2009
Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones.
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CASE STUDY:   Posted: 16 Sep 2009 | Published: 16 Sep 2009
This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%.
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WHITE PAPER:   Posted: 18 Jun 2009 | Published: 15 Jun 2009
The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits.
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WEBCAST:   Posted: 08 Jun 2009 | Premiered: Available On Demand
The Numara Track It! helpdesk/ asset management solution offers a fully integrated “Change Management” module that provides flexibility for seamless upgrades of services - hardware and software. Watch this webinar to learn how this comprehensive solution tool allows anyone to manage change from any location without the cost of...
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WEBCAST:   Posted: 28 Mar 2008 | Premiered: Available On Demand
View this Webcast to explore the challenges in designing a workable change management process, defining approval workflows and to hear examples of creating audit trails for Sarbanes-Oxley compliance with respect to IT changes.
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