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- Manage Your Network with Spiceworks 3.0
- Remember Spiceworks, the amazingly powerful free network-management tool? Version 3.0 of this SMB gem just dropped, bringing with it a host of new and improved features. Highlights include: Faster performance and network scanning. Improved device detection (so you get fewer "unknowns"). Exchange server monitoring. ...
- Blog posts 2008-06-23
- 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
- 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
- Filing for Divorce
- The CIO and vice president of IT for Lear, an automotive parts manufacturer that's number 131 on the Fortune 500 list, uses outsourcing to save money and free up his IT budget for other purposes. He holds contracts with three different IT outsourcing vendors for a range of activities, including...
- White papers 2004-02-01
- 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
- Backsourcing Pain
- On Dec. 20, 2002, JPMorgan announced its seven-year outsourcing arrangement with IBM - including data centers, help desks, distributed computing, and data and voice networks - with great fanfare. The deal would help JPMorgan create "Significant value" for its clients, shareholders and employees, JPMorgan's vice chairman promised. Less than a...
- White papers 2005-09-01
- 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
- Gold Blend
- Blended learning promises much but is often no more than online and classroom-based elements slapped together. Vodafone, however, shows what can be achieved when it is built from the ground up The butt of many an office joke, the IT helpdesk can be a source of frustration or a lifesaver....
- White papers 2004-01-01
- Join the Culture Club
- HR must get to grips with cultural differences if offshore outsourcing is to succeed. The offshoring market is growing and becoming more sophisticated, going beyond computer programming or help-desk support and moving into complex IT-enabled services, such as research, design, accounting and, yes, HR services. This, in turn, is creating...
- White papers 2004-05-11
- Behind the Help Desk: Evolution of a Knowledge Management System in a Large Organization
- This paper examines the way in which a Knowledge Management System KMS - by which the authors mean the people, processes and software - came into being and evolved in response to a variety of shifting social, technical and organizational pressures. The authors draw upon data from a two year...
- White papers 2004-11-06
- White Paper: Intelligent Online Quality (iOQ) Service - Proactively Monitoring the Connection Experiences of Users Worldwide
- This paper describes the iPass Intelligent Online Quality iOQ service, which is a secure, convenient and reliable method of monitoring details of the end-to-end experience of remote users on the public Internet. Help desk and technical support personnel can use a standard Web browser to gain access to secure, SSL...
- White papers 2001-09-25
- 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
- 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
- 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
- Change Management
- From the executive summary: ‘Change management is one of those abstract topics that people pay a lot of money to attend seminars on, or get paid a lot of money to write weighty books about, but can't put their fingers on. It is really about how to get users to...
- White papers 2000-02-14
- 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
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