Kinder Design Inc., a design and engineering services consulting firm, developed the Lift Top — an adjustable desktop table which enables users to comfortably work in either a sitting or standing position. With SOLIDWORKS Premium software, the firm automated the design process, cut development time and reduced the number of prototypes. This case study shares how Kinder Design implemented SOLIDWORKS Premium design and analysis software to support services and drive innovative product development.
Quest Workspacetm Help Desk is a robust help desk solution for small to medium-sized businesses with complex network environments. It provides a powerful combination of management features integrated with a best-of-breed IT help desk platform. Use the help desk software to manage the ticket system workflows, dashboards, reporting and end-user self-service portals. Use the embedded management features within the help desk platform to proactively manage network events, desktops, servers and applications as well as resolve issues faster and more effectively.
A help desk is a very helpful customer service tool for businesses operating a website online. Doing business online creates a distance between the business and the customer. Customers are not dealing with a person face-to-face anymore. This makes being quick to respond to customer issues very important and that is where a help desk comes in.
Published By: ITinvolve
Published Date: Apr 16, 2013
Many IT organizations struggle to assign tickets to the right resources the first time, suffer outages and service degradations from IT changes, and have a backlog of recurring problems that continues to grow. Read this use case document to understand how social IT collaboration can breathe new life into your existing service desk or ITSM installation without the need to replace it.
What happens when you take best practices for IT service management (ITSM), add technology to support those practices, and then throw social media into the mix? BMC explores how best-in-class organizations are leveraging these to drive user satisfaction and organizational success.
Analysts predict that soon, half of all new IT service desk tools will be adopted as cloud-based services. While shifting to an on-demand model can be a complex decision, requiring organizations to assess carefully the potential impact on their business operations, a growing number of companies are clearly finding the move worthwhile.
This paper explores the reasons for the rapid growth of cloud-based IT service management (ITSM) solutions and the benefits they offer for enterprises. Topics include:
• The cost savings companies can achieve by deploying ITSM solutions via the cloud, which allows better management and optimization of consumption and costs.
• Improved alignment between IT to and business, as self-service, a service catalog, collaboration, and mobility help IT expose and provide its services more effectively.
• The ability to integrate cloud and on-premise solutions to leverage existing systems while leveraging new innovations via the cloud.
• The advantages of cloud
It has been said that you can’t manage what you can’t measure, and you must measure what really matters. New service delivery models for IT service management, such as software as a service (SaaS), as well as emerging communications channels for support that include social media, will require some changes to the way you traditionally measure the effectiveness of your services. That’s why you should reexamine your service metrics as you begin to rely more heavily on SaaS, social media, and a more services-oriented approach to IT delivery.
According to Gartner, 50 percent of all new IT service desk tool purchases will utilize the cloud model by 2015. Yet service delivery via the cloud can adversely affect IT’s ability to meet an organization’s requirements. The adoption of cloud-based solutions demands that the business take a look at the skills needed for success, the delivery channels that must be realigned, and the potential effects on the business. With these issues in mind, is it worth venturing into the cloud?
The market has been and will continue to be inundated with a plethora of IT service management (ITSM) vendors creating solutions dedicated to supporting cloud-based service management. In this article, we discuss why this is the case, as well as the benefits an organization can achieve by moving to a cloud-based environment.
The nature of today’s business climate means that now, more than ever, companies look for any business advantage that helps them stay ahead of the competition. Often, that means companies take such steps as creating innovative products, increasing and maintain customer loyalty, and implementing cost-control measures to realize distinct advantages.
Leading industry analysts point to two areas internally where companies can achieve the best possible advantages, by focusing on a company’s workers and work processes.
Published By: Staples
Published Date: Jun 01, 2017
Device as a service (DaaS) is a complete, constant, and comprehensive service that covers the entire lifecycle of your business devices. While you're the one using it to get your work done, the device itself remains the property of your DaaS provider who maintains it, services, supports, and owns full responsibility for its lifetime performance. DaaS allows you to pay for only what you use. Read this white paper to learn how DaaS can benefit your operations, lower your costs, reduce your stress, and increase your productivity and profitability.
In this first chapter of "The Shortcut Guide to IT Service Management and Automation," you will be led through a step by step analysis of your company's IT and business relationships, providing you with a basis for a strategic plan to turn service lifecycle management into a valuable business asset. Author and compliance expert Rebecca Herold demonstrates how technology acts as a strategic differentiator by enabling business growth, driving operational efficiencies to lower maintenance costs, optimizing outcomes, and reducing IT risks.
Published By: LANDesk
Published Date: Mar 23, 2009
Peters' and Waterman's well-known book 'In Search of Excellence', a study of some of the most well-managed companies in the United States at that time, was one of the best-known business books of the 1980s. In the book, the authors identified eight common themes which they argued were responsible for the success of the included corporations. These attributes included hands-on management, centralized values accompanied by entrepreneurial productivity, and focusing on the core business (sticking to the knitting).
Published By: LANDesk
Published Date: Dec 08, 2009
This report created by the Service Desk Institute and sponsored by LANDesk provides an insight into the UK IT Support Industry by examining the core of any organisation - the Service Desk. The study covers a wide range of issues from technology and metrics through to training and salaries.
This new white paper examines key challenges facing customer support organizations and explores the many advantages of collaborative remote support, including ad hoc training, faster first-contact resolution and an improved customer experience.
The internal staff at Ptak, Noel & Associates determined that their ability to deliver services was highly dependent upon their capability to operate with highly reliable and efficient IT operations. The changes described in this case study explain how Service Desk Management help them to achieve that goal.
Merkur conducted an extensive selection process for service management solutions, evaluating technologies to provide proof-of-concept demonstrations. Following its rigorous review, Merkur selected IBM Tivoli Asset Management for IT and IBM Tivoli Service Desk to automate and integrate IT asset management and incident, problem, change, inventory, SLA and knowledge management processes.
This paper exposes—and debunks—the top 10 DaaS myths, which range from supposed cost, user experience and security issues, to ease of use, licensing and integration limitations. It shows how, by consuming virtual desktops as a cloud-hosted service, businesses can deliver high-performing desktops to users on any device in minutes, easing IT management burdens and reducing the total cost of desktop ownership.
Leading Cancer Center Implements Lean Service Desk to Provide Vital Support to Medical Staff
Learn how the IT team at Seattle Cancer Care Alliance built a brand new service desk from scratch in just five months. Key improvements include significant time savings via quick and easy workflow automation; faster issue resolution and response times due to real-time dashboards; and a new culture of continuous improvement surrounding the implementation of lean methodologies and ITSM best practices.
The business of taking care of remote hardware and software has never been bigger:-Managed systems and services for retail, point of sale, hospitality, and other distributed operations are a hot growth area.- Enterprise help desks manage an increasingly dispersed array of hardware and software.- Enterprise software providers are moving to managed services and other value added support offerings to preserve margins in the face of increasing price pressure.