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- Web Help Desk Pro 9.2.3.1 (Mac)
- This help desk software Pro edition of Web Help Desk for Mac OS X Server offers an industry leading web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, track billable time & materials, LDAP & AD...
- Software downloads 2009-11-25
- PeerTranet Business 2010 Free Edition 4.0 (Windows)
- If you are starting up a small business or already have a business and want to achieve greater efficiencies, then peerTranet Business inventory solution may be able to help you save time, money and gain a competitive advantage. PeerTranet Business 2010 is a free program that can manage your inventory,...
- Software downloads 2009-11-24
- Spiceworks IT Desktop 4.1.42130 (Windows)
- Spiceworks IT Desktop is a network inventory, monitoring and help desk application designed, tested and used by 700,000 IT pros in 193 countries. It takes minutes to install, has a friendly browser-based interface. It combines the features needed every day to a manage a network in a small or medium-sized...
- Software downloads 2009-11-17
- TSC2 Help Desk 4.2.9 (Windows)
- A Multi-user Windows Help Desk application that provides a suite of integrated tools for managing a technical support department. Includes work order management, equipment inventory, scheduling, reporting, network auditing, and a Web interface. The work order management system tracks all work requests and support issues, from computer errors and user-requested...
- Software downloads 2009-09-16
- NetSupport DNA 3.0 (Windows)
- NetSupport DNA Dynamic Network Administration facilitates central management of your enterprise PCs in a secure, coordinated and efficient manner. Combining powerful Hardware and Software Inventory with Energy Monitoring, Software Distribution, Application and Internet Metering, Web based Helpdesk, PC Remote Control and more, NetSupport DNA is a modular solution ensuring compliance...
- Software downloads 2009-09-02
- HP IT Service Management Solution Provides Return on Investment Inside 18 Months at Austrian Airlines
- Austrian Airlines needed to enhance IT staff accountability, cut resolution times and generate cost savings. Austrian Airlines engaged HP ITSM Assessment Services to baseline current processes against industry best practices and identify gaps. HP Services developed a bespoke on-call automated helpdesk tool and transitioned Austrian Airlines over from the old...
- Case studies 2009-07-01
- Live from the X2 Community Conference
- I'm at the X2 Development Corporation Community Conference for the next two days. It's an annual event that our SIS vendor puts on to bring together end users (power, guru, new, and otherwise) and, not surprisingly, build community among their growing cadre of school districts. Obviously,...
- Blog posts 2009-05-06
- ViArt Shop Free 3.5 (Windows)
- ViArt Shop Free is a powerful, flexible and easy to use template-driven PHP shopping cart system, which is fully customisable to suit almost any design or function. It includes many advanced features such as a powerful content management system, a forum, helpdesk support system, integration with Froogle, and full built-in...
- Software downloads 2008-11-14
- Sendio Case Study: Khronos
- Khronos is a private investment group responsible for managing partner and client capital with a focus on alternative investments. Because of the high-value financial transactions that Khronos undertakes, the security of its e-mail messaging system is critical to the organization's success. Unfortunately, the influx of unwanted messages was having a...
- Case studies 2008-11-04
- Tired of the Same Old Song? Crank Up the ROI of Your Help Desk
- The help desk can be a rich resource for cost savings and ROI on the people, process and technology investments you've already made. Read this document to learn more about how to maximize your investment to drive ROI that will be music to the executives' ears.
- White papers 2008-11-01
- Buy techies with trust and freedom, not dollars
- Rewarding techies This is the 12th excerpt from the first book in the Defen series: The Board Member's IT Brief. The biggest problem you will face in hiring a good CIO is that, in systems, failure succeeds and success fails. In IT:...
- Blog posts 2008-04-04
- Epicor Software Case Study: Catholic Education Office Credit Union
- When Patrice Rousseau, Helpdesk Engineering Manager, started at the Catholic Education Office in 2001 the only call logging system in place was a Microsoft Excel spreadsheet. Calls were dealt with in order of being logged, rather than in order of priority. It was also very difficult to maintain high customer...
- Case studies 2007-10-02
- Four ways HP productivity tools can help increase IT availability
- So many IT projects, so little staff. That's the problem for an increasing number of IT teams as they work to meet the growing demand for their services -- all too often without a corresponding increase in budget for staffing. This paper explores how HP resources such as device self-maintenance,...
- White papers 2007-08-01
- 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 efficiencies. For instance, quality metrics directly impact such ITIL disciplines as Incident, Problem and Availability management, Service Level Management, Capacity Management, and even basic Help...
- White papers 2006-01-01
- Law Firm Cuts Costs, Impresses Users and IT Staff With High-Performance Windows XP
- The law firm of Palmer & Dodge LLP was running Microsoft Windows 95 on older PCs and wanted state-of-the-art performance, reliability, and security to satisfy users and reduce costs. The solution was to move to Windows XP Professional on new PCs in conjunction with a full Active Directory implementation and...
- Case studies
- Novell Case Study: SVA
- Sozialversicherungsanstalt der gewerblichen Wirtschaft SVA is the administrative body responsible for the social insurance of all self-employed workers in Austria, excluding those employed in agriculture. SVA implemented Novell SecureLogin to provide single sign-on access to 15 applications for 1,400 users. With just one password to remember and rapid login to...
- Case studies
- South African Waterfront Company Makes Splash With New Intranet Portal
- The Victoria & Alfred Waterfront in Cape Town's working harbour attracts 20 million visitors each year. It offers exciting retail venues, entertainment facilities, office locations, world-class hotels, and luxury apartments. Historically, the company administered these venues with disparate paper processes and IT systems. To increase team working and reduce duplication...
- Case studies
Additional Resources
- Merck Serono International S.A. Integrates Disparate Systems and Improves Help Desk Services
- Merck Serono International S.A. wanted to integrate the accounting systems from several locations worldwide and coordinate requests for assistance related to finance and distribution from locations. Merck Serono International S.A. organized a help desk service, providing 16,000 users in all Merck Serono locations with operations support, such as dispatching sales...
- Case studies 2009-02-01
- Security for virtual environments from the Catbird Seat
- Alright, the title is a bit of a stretch. What can I say, I love bad puns. I spoke with my friends from Catbird after VMworld and have only now found the time to post something about that conversation. Bad Analyst! Go to your room! ...
- Blog posts 2008-10-21
- Helpdesks and productivity
- Helpdesks and productivityGood start, and then...You lost it.1980 CalledThey want their mainframes back. :DWhy don't you explain your present value...calculation. Do you even know what present value means? What time period are we talking?Huh?You imply that on a Sun Ray platform the only problems are the applications or how they...
- Discussion threads 2008-07-03
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