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Customer centricity is the key to success in a globally competitive marketplace. A company only exists because of its customers. The phone remains one of the most effective ways to make contact with decision makers. How do we identify those that are ready to buy and fast track them to sales? VIEW SUMMARY

Margins in the professional services industry are diminishing and customers are becoming more demanding. Businesses need to improve the efficiency of their services and find new ways to differentiate their offerings. They need software that can stimulate new business models and add value. VIEW SUMMARY

Read to find out how APM can monitor and improve application performance, acting as an early warning system to allow businesses to quickly respond to unexpected incidences. Using Audi as a case study, this paper documents how APM can optimise web application performance and customer experience. VIEW SUMMARY

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

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

Intel IT plans to remotely manage PCs as select factory IT environments. Survey results show: energy savings of approximately 64% due to the ability to remotely control the power state of PCs, up to 61% potential reduction of desk side visits and improved security due to more reliable patch delivery 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

This case study follows a company who decided to focus strictly on providing outsourced ICT solutions and support. It knew it needed a flexible Service Desk software solution that could meet the different requirements and service level agreements in place for each of its customers. VIEW SUMMARY

This whitepaper focuses on the opportunities that mobile services can offer to improve the IT department and how technology services are delivered into the business. Security, access and asset management are issues which still require attention and will be critical to the on-going BYOD ‘revolution’. VIEW SUMMARY