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- Keeping IBM staff up to speed with on-site IT training
- IBM Sale often needs helpdesk analysts who can keep up with changing requirements. We found a solution to ensure that all staff get the right IT Given Manpower's long standing and successful relationship with IBM, it was not surprising that the organization turned to Manpower when it needed to recruit...
- Case studies 2003-01-01
- IT Services Outsourcing: Is It The Right Business Decision For You?
- A number of IT services lend themselves to outsourcing, such as help desk services, asset management, hardware and software support services, desktop support, etc. Determining whether to outsource is a serious business decision, and in order to make it, you must decide what you do and do not want to...
- White papers 2003-01-01
- Under The Influence Of Capital Constraints
- This article illustrates a case study of HQ Global Workplaces who has about 65,000 clients with nearly 480 offices in 19 countries. Over the years, the M&A activity resulted in HQ having no consistency across the portfolio of offerings to its clients. Technology such as phone systems and PCs varied...
- Case studies 2003-10-02
- Internal SlAs Benefit The Entire Company
- From the executive summary: ‘The Service Level Agreement SLA is a contract between an organization and an external service provider that calls for specific performance levels. However, the usefulness of the SLA is not limited to outside services. SLAs can be used internally to define requirements for everything from help...
- White papers 2001-04-27
- How To Win The Pharma Sales Force Scrimmage
- From the executive summary: ‘In a tight competitive market, where industry-specific software is a crucial facilitator of a process, outsourcing help desk support is crucial for maintaining uptime and competitive effectiveness. A consolidated help desk capability, combining on-campus and field support services, is a more scalable, cost-effective solution. When looking...
- White papers 2003-03-01
- Package Implementation and Integration, ADM Support and Levels 1 and 2 Help Desk Services Using the Global Delivery Model
- Based in Washington D.C., Intelsat is a global satellite communications service provider. Despite having achieved a considerable and positive track record involving project-based implementation work, the challenge was to follow up this success with follow-on outsourcing work. Infosys, Intelsat's preferred partner for ADM or Application Development and Maintenance outsourcing provided...
- Case studies
- Enterprise Management
- The client is a leading agribusiness company. The client runs SAP at multiple locations globally. Because of multi-location and multi installation nature, the administration and supports costs were very high. There was an urgent need to have a resource pool of trained SAP resources and to reduce the total cost...
- Case studies
- Patni Strengthens and Extends the Services Portfolio of a UK Based Client Through Helpdesk Support
- The client is one of the leading providers of IT Services and business process management for customers in the UK. The client's business expansion plans called for frequent add-ons, upgrades and expansion to its network architecture. As a result, it had acquired a hybrid network infrastructure to address its changing...
- Case studies
- Patni Manages the IT Helpdesk of the Largest Apparel Manufacturer
- The client is a Fortune 500 company, the largest apparel manufacturer in the world. Over the years, the client had acquired a legacy of complex IT infrastructure to address its changing business needs. Internal helpdesk to support this infrastructure was expensive. Quality of support had also become a concern area,...
- Case studies
- Patni's Web Infrastructure Management and Help Desk Solution Delivers Targeted Business Results
- The client is a leader in providing financial solutions and insurance to customers across the globe. The client was looking for strategies towards cost reduction, ease of manageability and organizational effectiveness for its web infrastructure. The challenge was to provide web infrastructure management as well as 1st to 3rd level...
- Case studies
- Group Health Cooperative: Healthcare Provider Takes Preventive Steps by Upgrading Desktop Operating System
- Group Health Cooperative counts on more than 10,000 computers at 60 sites to help provide medical insurance and care for approximately 540,000 patients. The organization worked with Microsoft Services to upgrade from Microsoft Windows 2000 Professional to Windows XP Professional with Service Pack 2 for its desktop and portable computers....
- Case studies
- Bank Product Conversion Makes History in Australia: Massive Coordinated Effort Integrates IT Systems in Commonwealth Bank Merger
- To complete then-biggest corporate merger in Australian history, the Commonwealth Bank had to integrate Colonial Limited's IT systems into its own massive network without disrupting customer service or business operations. IT partner EDS transitioned 340 employees from Colonial to EDS, with Colonial's help desk services following soon after. EDS converted...
- Case studies
- Support Center Practices Certification
- IDC research shows that a growing percentage of product purchase decisions are made based on the quality, reliability, and reputation of a vendor's support organization. As a result, many companies' support organizations are increasingly relied upon to serve as a key differentiator compared to their competition while also having a...
- White papers 2003-12-01
- Knowledge Management Best Practices: Turning Information Into a Corporate Asset for Call Centers, Help Desks and Other Support Environments
- The most effective Knowledge Management systems are able to access information from multiple documents and databases, capture it in a centralized knowledgebase, and continually improve it for ongoing use by individuals seeking answers. Typically, these individuals comprise the support agents in customer support environments, as well as the customers, employees,...
- White papers 2002-12-01
- 9 Tips for Outsourcing Your Small Company Computer Ops
- When a small company needs information technology or IT help, it typically does one of two things: it brings in a consultant to help it through the emergency at hand; or when it gets big enough, it hires a jack-of-all trades IT person. Other than that, most small businesses hobble...
- White papers
- Utah Health Sciences Center Uses Knowledge Management Software to Improve Customer Service as Demand Increases
- University Health Care is part of the University of Utah Health Sciences Center, which includes colleges of medicine, nursing, health and pharmacy, and supports administration, business and research for these colleges. The number of applications and our customers' expectations were increasing, yet the help desk's ability to meet demand remained...
- Case studies 2006-01-01
- Six Smart Strategies for Handling the Help Desk
- One's help desk is staffed by productive workers. One expects his or her call volume to increase because of a new system implementation that affects a good chunk of one's user base. But one's budget doesn't allow for additional headcount. What does one do? CIO's members agree that while the...
- White papers 2004-03-15
- IT Help Desk Survival Guide, Third Edition
- Burn your own CD version of TechRepublic's IT Help Desk Survival Guide, Third Edition. This download is a complete image of the CD available formerly for sale in our TechRepublic catalog. TechRepublic's IT Help Desk Survival Guide, Third Edition provides tools and recommendations to help you better...
- Download resources 2007-06-29
- Ford Uses IBM e-Business on Demand to Provide a Better Helpdesk for Its Customers
- Company to Dealer Systems CDS customers at Ford's lines of business LOBs demanded more variable and immediate support from CDS. To meet their needs, CDS required improved pricing and resource flexibility and greater transparency by application owner and LOB in its helpdesk solution. A "Pay-as-you-go" helpdesk management solution was designed...
- Case studies
- It's Not About the Byte: Creating a Human Help Desk, Part 1
- The words "Help desk" can conjure up very different emotions depending on whom one asks. On one side, it can be viewed as some kind of terrestrial savior, seemingly able to solve complex technical problems with little more than a jar of algae and some bamboo shoots. On the flip...
- White papers 2006-09-25
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