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Global Leader in IT Business Management Irons Out Its Email Security Problem

Touchpaper provides round-the-clock support services and software to thousands of customers around the globe. Maintaining high levels of customer service requires effective and efficient communications tools such as email. Although Touchpaper had an anti-spam solution in place, the software was struggling to keep up with the evolution of spam-based messaging...

Tags: Anti-spam, Information Technology, E-mail Security, Leader, Touchpaper, E-mail, Cyberthreats, Spam, Viruses And Worms, Online Communications, Security, Spam And Phishing

Case studies 2007-11-29

Touchpaper Leverages Net Conferencing for Global Communication

With over 20 years of experience across the U.K., Europe, U.S., and Asia-Pacific, Touchpaper is one of the most established and respected international providers of IT Business Management ITBM solutions. As Touchpaper's target market and solution offering has broadened, so has demand for fast, cost-effective, timely, and convenient internal and...

Tags: Verizon Communications Inc., Reseller, Touchpaper, Public Relations, Microsoft Office, Sales Strategy, Tools & Techniques, Marketing, Corporate Communications, Office Suites, Software, Sales, Management

Case studies 2007-07-01

Touchpaper and Mid-Market SLM

In early 2006, Touchpaper announced its new IT Business Management ITBM suite - bringing ITIL-oriented IT service management and Service Level Management SLM to the mid-market. Touchpaper addresses the important Service Support aspects of service management, such as an integral Configuration Management Database CMDB with connection to Incident, Problem, Change,...

Tags: Enterprise Management Associates Inc., CMDB, Touchpaper, Service Level Management, Service Management, ITIL, It Operations, It service Management, It Services

White papers 2006-03-01

Touchpaper Leverages Verizon Net Conferencing Powered by Microsoft Office Live Meeting to Keep Global Communication Loud and Clear

Touchpaper is one of the most established and respected international providers of IT Business Management ITBM solutions. Internally, Touchpaper needed a tool that would allow them to educate and train its globally dispersed sales and reseller staff on the latest software updates and service offerings and the ability to hold...

Tags: Verizon Communications Inc., Microsoft Office Live, Microsoft Corp., Clear, Microsoft Office Live Meeting, Touchpaper, Microsoft Office, Collaboration, Office Suites, Software

Case studies

Additional Resources

Leicestershire Health Informatics Service - All the right connections

SupportWorld magazine has kindly given permission to Touchpaper to reproduce a three-page article focusing on NHS Connecting for Health and featuring Touchpaper customer Leicestershire Health Informatics Service LHIS. Touchpaper's IT Business Management ITBM solution was selected by...

Tags: Touchpaper Software, SupportWorld Magazine, E-health, It Services, Healthcare

White papers 2007-07-01

Forcing Customer Service Up the Business Agenda: A View From Customer Service Directors

Customer service plays an increasingly important role in both the private and public sector and research by Touchpaper reveals that organisations face a host of challenges in the area, including more demanding customers, diminishing loyalty and fiercely competitive markets. Problems are compounded by increasing pressure from industry regulators who are...

Tags: Customer Service, Terms Of Service, Touchpaper Software, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software

White papers 2006-10-01

Deutsche Post - With Touchpaper, the post gets delivered!

The German Post Office Customer Service Centre is a wholly owned subsidiary of the German Post Office and functions within the organisation as a service and business process outsourcing partner. At the german Post Office Customer Service Centre in Einbeck, Lower Soxony, there is a 270-strong call centre with...

Tags: Post Office, Phone, Touchpaper Software, German Post Office Customer Service Centre, Business Process Outsourcing (BPO), It Operations

White papers 2006-09-01

Pragmatic ITIL: A Panel Debate

The purpose of the Pragmatic ITIL panel debate, held at the Institute of Directors and hosted by Touchpaper, a leading provider of IT Business Management solutions, was to draw together customer experiences, expert opinion and vendor knowledge regarding the ITIL framework and best practices for service management implementation and consider...

Tags: Service Management, Touchpaper Software, It Services, ITIL, Strategy, Management

White papers 2006-08-01

The Role of Key Performance Indicators in Managing the Contribution of IT to Business Success

IT plays such a central role in supporting today's businesses that it would seem almost essential to develop goals and processes to evaluate how it is contributing to business success. Yet a recent survey of 100 IT directors by IT Business Management ITBM software leader, Touchpaper, reveals that many organisations...

Tags: Information Technology, KPI, Touchpaper Software, Strategy, Management

White papers 2006-08-01

Technology Audit: Touchpaper Software Plc - IT Business Management Suite

Touchpaper IT Business Management ITBM is a comprehensive suite of Infrastructure management modules that can be deployed in a standalone manner or as a fully integrated system. ITBM enables measurement of the IT function against the enterprise's strategic and operational goals, represented by Key Performance Indicators KPIs. The company has...

Tags: Audit, Suite, Information Technology, Touchpaper Software, ITBM, Help Desk, Call Centers, Strategy, It Services, It Management, It Operations, Management, It service Management

White papers 2006-03-01

*&^%$ computers!

Last week some people at a British company called Touchpaper released a study of IT service quality called When it goes wrong: Can IT services rise to the challenge? Swearing is a common response. The general answer is "no", but the report is worth reading because knowing more about what...

Tags: IT Service, information technology, service desk

Blog posts 2005-11-14

Touchpaper Flexible Working (Mobile and Home Workers) Survey

Working away from the office or at home is not unusual these days but the survey presented in this paper highlights a number of specific issues that make IT a greater challenge for home and mobile workers. When organizations purchase and implement new technologies, they still need to do more...

Tags: Mobile, Survey, Worker, Touchpaper Software

White papers 2005-11-10

IT Business Management: A Strategy for Customer Service in the Future

Established for over 20 years in Europe, the USA and Asia Pacific, Touchpaper is one of the most respected international providers of IT Service Management ITSM solutions. Operating with a secure financial platform and constantly profitable, Touchpapaer has built up a loyal customer base of 1,700 supporting over 3 million...

Tags: Strategy, Customer Service, Financial, Information Technology, Europe, Touchpaper Software, Service Level Management, It Services, Financial Accounting, It Operations, It service Management, Finance

White papers 2005-11-09

Touchpaper Case Study: Staffordshire County Council - Education Joint IT Unit (EJITU)

The Education Joint IT Unit EJITU is one of 5 IT support units within Staffordshire County Council, all of whom use the Touchpaper HelpDesk system. The EJITU help desk and support teams very much see themselves as service providers. The team took an active role in the development of the...

Tags: Education, Team, Information Technology, Touchpaper Software, Query Tool, Help Desk, Call Centers, Team Management, It Operations, Management

Case studies

Pilkington Drives Global IT Service Improvements and Multi-Million Pound Cost Reductions With Touchpaper Solutions

Pilkington is a leading global glass manufacturer with 2004 sales of £2.7 billion and around 24,000 employees. Productivity improvements, cost reduction and quality and technological advances are the key to remaining competitive in glass manufacturing. Touchpaper solutions have played a part in assisting Pilkington to reduce its IS services costs,...

Tags: Information Technology, Cost Reduction, Touchpaper Software, Pilkington

Case studies

Waitrose Manages Its Expanding IT Infrastructure With Touchpaper

The first Waitrose supermarket was opened in 1955 and today there are 174 branches with a further 5 branches opening in May and June, 2006, dedicated to offering quality, value and customer service. As Wallace recalls, the original system for handling requests for IT support was far from perfect. Based...

Tags: IT Infrastructure, Information Technology, Branch, Touchpaper Software, Waitrose, Strategy, Management

Case studies

Max Bahr Builds on Touchpaper IT Service Management Solution

Max Bahr Holzhandlung GmbH & Co. KG, a traditional hanseatic business. Over 90% of Max Bahr's employees look after the demands great and small of customers in those stores and are supported by about 350 staff from the company's headquarters. The IT department functions as an internal service provider to...

Tags: Headquarters, Information Technology, Touchpaper Software, Service Level Management, It Services, Strategy, It Operations, It service Management, Management

Case studies

HelpDesk: With Touchpaper, the Post Gets Delivered!

As the subsidiary of Deutsche Post AG German Post Office, Deutsche Post Customer Service Center GmbH offers various services in the area of customer communication and customer process management. At Einbeck, located in the Lower Saxony region of Germany, the organisation runs a 270-strong call centre with a hotline available...

Tags: Germany, Touchpaper Software, Help Desk, Call Centers, Telecom & Utilities, It Operations

Case studies

Touchpaper Helps Staffordshire County Council Realise New Vision for IT

Staffordshire County Council serves a local population of 800,000 people, employing more than 30,000 staff. The council's overall aim is to make Staffordshire an even better place to live, work, visit and invest and is responsible for all the major public services within the county. The goal of Staffordshire County...

Tags: Service Desk, Information Technology, Council, Vision, Touchpaper Software, Staffordshire County Council, It Services, Strategy, Management

Case studies

Nominet - Creating a Single View of the Customer

Nominet, the registry for .uk internet names, manages between 100,000 and 120,000 domain registrations per month, from a total of over 3 million customers. The registry has now migrated the 250,000 external and internal support calls it receives every year onto a new Touchpaper system. The switch was mandated by...

Tags: Registry, Touchpaper Software, Internet

Case studies