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- SysAid Help Desk and Asset Management 6.0 (Windows)
- SysAid is a dynamic and highly intuitive software solution for the small to medium IT Helpdesk. It provides extensive Helpdesk, Knowledgebase, Asset Management, Monitoring, Reports and Analysis applications, in a simple, attractive and easy-to-use package. The software comes with standardized templates to help you get started right away, or fully...
- Tags: Asset, Software, Ilient, Knowledgebase, Problem Management, Microsoft Windows, SysAid, SysAid Software, Change Management, ITIL, Help Desk, Asset Management, Tools & Techniques, Text Messaging/SMS/MMS, Management, It Services, It Operations, Operational Planning, Business Operations, Cellular Phones, Consumer Electronics, Personal Technology, Online Communications
- Software downloads 2009-05-08
- How to Master Problem Management
- Instantly save $300 off the standard course price when you register on TechRepublic or ZDNet! Offer ends March 31, 2009.View Available Dates and LocationsIn this course you will learn to master Problem Management, one of the key ITIL processes for increasing service quality and improving IT staff efficiency. Learn to...
- Tags: Problem Management
- Training 2009-02-01
- ITIL® v2 Practitioner: Support and Restore Management
- View Available Dates and LocationsIn this course, you'll focus on implementing and managing the processes and functions involved in managing exceptions in normal infrastructure control and service delivery, including being able to organize an effective Service Desk function, along with the related Incident and Problem Management processes....
- Tags: Business Operations, Certification, Global Knowledge, Incident Management, It Services, ITIL, Problem Management, Process Improvement, Quality, Service Desk
- Training 2008-01-01
- TechnoMania Improves Productivity of Customer Support Centre by 40 Percent With Integrated Incident & Problem Management
- TechnoMania is one of Lebanon's leading IT distributors and offers comprehensive technical support services. The company's business strategy is focused on expansion while maintaining its reputation for service excellence. To ensure it is able to deliver a continuously high level of customer support services, TechnoMania needs an efficient and agile...
- Tags: Problem Management, Computer Associates International Inc., TechnoMania, Help Desk, Call Centers, It Operations
- Case studies 2008-01-01
- Improve the Efficiency of Your Service Desk
- Are you looking for ways to eliminate increasing IT service desk demands? Are you trying to enable users to resolve some of their more basic issues, including password reset, through user self-service? This paper examines the role of password management including support capabilities and solution economics, and demonstrates...
- Tags: Service Desk, BMC Software Inc., Password Management, Password, Problem Management, It Management, It service Management
- White papers 2007-06-04
- Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.
- IFFCO-TOKIO General Insurance ITGI was created in 2000, following the merger of an Indian fertilizer company and Japan's largest listed insurance group. IFFCO-TOKIO General Insurance wanted to ensure that customer and user satisfaction is not impaired by poor IT support facilities. The company's existing help desk operation was expensive and...
- Tags: Service Desk, Problem Management, Computer Associates International Inc., It Services, Change Management, ITIL, Help Desk, Tools & Techniques, Management, It Operations
- Case studies 2007-06-01
- MultiCare Boosts Productivity and Regulatory Compliance by Introducing ITIL Best Practices.
- MultiCare is one of the largest health providers in Washington State. MultiCare consists of four hospitals; Tacoma General Hospital, Allenmore Hospital, Mary Bridge Children's Hospital & Health Center and Good Samaritan Hospital. MultiCare wanted to deliver a high standard of patient care while remaining profitable and ensuring compliance with health...
- Tags: Problem Management, Computer Associates International Inc., Regulatory Compliance, MultiCare, Healthcare, ITIL, Vertical Industries, It Services, Enterprise Software, Software
- Case studies 2007-03-27
- Problem Management - Why and How?
- This White Paper is for anyone intending to implement a Problem Management Process, based on ITIL principles, or seeking an introduction to Problem Management. By offering ideas and practical suggestions, it is hoped this paper will be useful for anyone setting up a new Problem Management Process based on ITIL...
- Tags: Problem Management, Serio, ITIL, It Services
- White papers 2006-11-29
- Reduce IT Costs and Complexity with Effective Application Problem Management
- Most business processes are automated by software applications. As the software applications become indispensable, you may think they would become more dependable. Discover the benefits of automating problem management, with recommendations for comprehensive problem management and how IT organizations can address problems related to application performance and availability while reducing...
- Tags: Software, BMC Software Inc., Information Technology, Problem Management
- White papers 2006-11-07
- Ensuring Business Services with Proactive Incident and Problem Management
- The market has changed - yet it remains the same. Finding an IT professional, IT department, or large enterprise that is not cognizant of the move toward a service management model for IT is a rare occurrence. Yet, at the same time, the dynamics of the market are such that...
- Tags: Information Technology, Business Service, Problem Management, Information Technology Service Management, ITIL, Strategy, It Services, Management
- White papers 2006-07-01
- Top 10 Misconceptions about Problem Management and Incident Resolution
- A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white paper examines the gaps that exist today in problem management and incident resolution, and why traditional monitoring systems...
- Tags: iConclude, Problem Management, Resolution, Help Desk, Call Centers, It Operations
- White papers 2005-10-18
- IT Process and Problem/Incident Management
- How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers and many others who are seeking to achieve such improvements have been looking to IT service management ITSM...
- Tags: Service Desk, Information Technology, iConclude, Problem Management, ITIL, It Services, Service Level Management, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management
- White papers 2005-10-18
- ITIL Process and Problem Resolution
- How does the organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs, and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers, and many others who are seeking to achieve such improvements have been looking to the IT Service Management...
- Tags: Information Technology, iConclude, Problem Management, ITIL, It Services, Service Level Management, Process Improvement, It Operations, It service Management, Quality, Business Operations
- White papers 2005-10-18
- Incident, Problem and Event Management: The IT Process Wars!
- Join TechRepublic's Bob Artner as he and Gartner Analyst Deb Curtis, explore the barriers between groups in the IT organization that limit the success of the problem management process and provides advice to help overcome the IT process wars. During the conversation you will hear several case studies that...
- Tags: IT Management, BMC Software Inc., automation, problem management, console, service desk, information technology, help desk, Webcast
- Webcasts 2005-09-28
- 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 practices are applied; such as planning and documenting Roles and Responsibilities, proper Operational Metrics and defined processes for Knowledge Management, Root Cause Analysis, ROI Calculation...
- Tags: Problem Management, Best Practice, NetworkD, ITIL, Knowledge Management, Roi/Tco, Strategy, It Services, Enterprise Software, Software, Finance, Managerial Accounting, Management
- White papers 2005-06-27
- A Framework for Service Quality Assurance Using Event Correlation Techniques
- Due to the increasing use of service level agreements for the provisioning of IT services, providers have to ensure that the guarantees for the quality of their offered services, expressed by quality of service parameters, are met. This paper presents a framework for new kind of event correlation which is...
- Tags: Technique, QA, Information Technology, Problem Management, University Of Munich, Event Correlation, ITIL, It Services, Process Improvement, Strategy, Quality, Business Operations, Management
- White papers 2005-04-07
- Incident and Problem Management Route to Value: A Path to Effective Business Service Management
- Without an organized, single point of contact to assist users when problems arise, businesses cannot respond quickly and efficiently to threats to the quality and timely delivery of IT services. When these threats continue, or result in failures or outages, their control, resolution, and prevention become even more critical. This...
- Tags: BMC Software Inc., Business Service, Business Service Management, Problem Management, It Management, It Services, It service Management
- White papers 2005-03-09
- The Elastic Enterprise in Action: IT-Empowered Incident and Problem Management
- Robert Frances Group analysts believe implementing best-practice incident management and problem management processes represents significant opportunities for IT to deliver demonstrable short- and long-term business value. To capitalize on such opportunities and deliver demonstrable business benefits, however, IT executives must ensure that incident and problem management processes leverage relevant, reliable,...
- Tags: Information Technology, Problem Management
- White papers 2005-02-09
- BugVaultLE 003.1 (Mac)
- A three view bug tracking/problem reporting database file for use by developers, testers and producers/project managers. Produces comprehensive one page views of any bug reported as well as list views by any category and summary print views for easy bug management. All list content is editable in the free...
- Tags: Shareware, Apple Macintosh, Problem Management, Filemaker Inc., FileMaker Pro
- Software downloads 2002-01-23
- ANALYST WEBINAR: Link Service Desk and Event Management to Minimize Disruptions
- Too often, the service desk lacks the information it needs to restore normal service operation to the business quickly. With the business depending increasingly on IT, it is important to identify, prioritize and resolve threats to service. This webcast discusses three stages of incident and problem management - Stage 1:...
- Tags: Service Desk, BMC Software Inc., Webinar, Problem Management, It Services, It Management, It service Management
- Webcasts
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