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	Top 10 Most Overlooked Causes of Trouble in a Cisco Network sponsored by Global Knowledge WHITE PAPER - 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. Posted: November 6, 2009 \| Published: November 5, 2009 Topics: Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks \| Technical Support Staff \| Troubleshooting

	Gartner's Magic Quadrant for IT Event Correlation and Analysis sponsored by BMC Software, Inc ANALYST BRIEF - 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. Posted: November 3, 2009 \| Published: November 3, 2009 Topics: Business Intelligence \| Business Performance Management \| Business Performance Management Software \| Business Process Automation \| Business Process Automation Software \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks

	For Ceridian, it Pays to Provide High-Quality Support sponsored by LogMeIn, Inc. CASE STUDY - 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%. Posted: September 16, 2009 \| Published: September 16, 2009 Topics: Configuration Management \| CRM \| Customer Satisfaction \| Customer Service \| Customer Support Software \| File Transfer Protocols \| Help Desk Management Services \| Help Desk Software \| Remote Control Software \| Remote Support Services

	5 Best Practices for Smartphone Support: The Enterprise Guide to Smart Support for Smart Devices sponsored by LogMeIn, Inc. WHITE PAPER - This paper features real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business. Posted: September 16, 2009 \| Published: September 16, 2009 Topics: CFOs \| CRM Best Practices \| Customer Service Best Practices \| Help Desk Management Services \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Remote Control Software \| Smart Phones \| TCO \| Wireless Computing

	Legacy Tools: Not Built for Today's Helpdesk sponsored by LogMeIn, Inc. WHITE PAPER - This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to cut costs. Posted: September 16, 2009 \| Published: September 16, 2009 Topics: Help Desk Management \| Help Desk Management Services \| Mobile Device Management \| Mobile Workers \| Remote Support Services \| Remote Users \| Workforce Management Software

	ITSM guidance: ITIL V3 Update sponsored by SkillSoft Corporation VIDEO - In an exclusive interview with Sharon Taylor, you'll hear her address the negative user comments about ITIL V3, the improved potential for ROI and the new V3 certification path. Posted: August 17, 2009 \| Premiered: August 7, 2009 Topics: Best Practices \| Business IT Alignment \| Change Management \| Help Desk Management Services \| Infrastructure Services \| ITIL \| ROI \| Service Level Management

	Service Desk Consolidation Cuts Costs and Increases Service Quality sponsored by BMC Software, Inc WHITE PAPER - 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. Posted: June 18, 2009 \| Published: June 15, 2009 Topics: Customer Satisfaction \| Customer Service Best Practices \| Customer Support Software \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| IT Best Practices \| Service Level Management

	Numara Track It! - Change Management Webinar sponsored by Numara Software WEBCAST - 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... Posted: June 8, 2009 \| Premiered: June 8, 2009 Topics: Asset Management Services \| Change Management \| Cost Benefit Analysis \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| IT Best Practices \| IT Services \| Software Licensing \| Software Maintenance

	Numara Software Webinar - Track It! sponsored by Numara Software WEBCAST - Watch this webinar to get an overview of Numara's Track It! software solution and free trial download that offers everything needed to manage your Help Desk and IT assets while enabling your organization to cost-effectively employ industry best practices. Posted: June 8, 2009 \| Premiered: June 8, 2009 Topics: Compliance (Systems Operations) \| Cost Benefit Analysis \| Desktop Management \| Help Desk Management \| Help Desk Management Services \| Help Desks \| IT Asset Management Software \| IT Best Practices \| IT Service Management

	Help Desk vs. Service Desk: Which One is Right for You sponsored by Numara Software WHITE PAPER - This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used. Posted: April 21, 2009 \| Published: March 5, 2009 Topics: Business Intelligence \| Business Process Management \| Customer Service \| Customer Support Software \| Help Desk Management Services \| Help Desks \| IT Infrastructure \| ITIL \| Operational Support Systems

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