Help Desk Management White Papers

With increased budget constraints and reduced staffing levels, is it really possible to increase efficiencies and productivity on the service desk? This white paper explores how the effective use of knowledge management in your service desk could help with various problems you may be facing. VIEW SUMMARY

A Zombie-apocalypse is not something that keeps most support teams paranoid; it isn’t something that happens every day. So how can you can you get your customer support to be ready for the zombie Apocalypse? This guide will walk you through everything you can and should do to make them proactive. VIEW SUMMARY

Imagine opening your support portal every day and having no overdue tickets from last week. As businesses grow, managing a few hundred customer queries every day can be quite a struggle. But is adding more agents to your customer support machine going to solve the overloaded problem? VIEW SUMMARY

The speed of technical innovation is accelerating with consequences both scary and exciting for IT service desks. Download this paper from Service Desk Institute for a careful consideration of the challenges the service desk of the future will face and the steps that need to be taken now. VIEW SUMMARY

Users are becoming more savvy and more comfortable with diagnosing and fixing their own IT problems, are service desks in danger of becoming defunct? How can service desks remain relevant and stay at the core of the business? This paper explores how to harness the increasing IT literacy of customers VIEW SUMMARY

This paper will help you evaluate Help Desk products. Never before has there been more of a dramatic convergence of technological advances together with best practices. This paper outlines the top 10 considerations when evaluating a Help Desk software solution. VIEW SUMMARY

Service Catalogues are a fundamental part of service delivery because they document every service you provide and build contracts with your customers based on how these services are delivered. This guide provides you with a key insight into how you can create a Service Catalogue and reap the rewards VIEW SUMMARY

What does the helpdesk of the future look like? "Customer support is one of those areas of your business where it's surprisingly easy to differentiate yourself." This new brief explores technologies that will reshape the helpdesk of tomorrow. VIEW SUMMARY

Given the rapid growth in the number of virtual machines being deployed, it’s no surprise that scalability, performance, and the overall volume of storage capacity have been identified as key challenges. VIEW SUMMARY

The most important asset of your service desk is the people who work on it. You could have the best processes and procedures in the world, but without the right people to deliver them, service will at best be mediocre. VIEW SUMMARY