CASE STUDY - This case study details how one company addressed unsatisfactory support from its service provider by partnering with ABS.
Posted: August 25, 2008 | Published: July 25, 2008


Topics:  Help Desk Management | Infrastructure Management | IT Service Management

CASE STUDY - In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized the hospital's help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.
Posted: July 28, 2008 | Published: July 25, 2008


Topics:  Call Center Management | Call Center Services | Call Centers | Customer Service | Help Desk Management | ITIL | Medical Records Management | Medical Software | Metrics | Workflow Software

WEBCAST - View this webinar to find out how Enteo Client Lifecycle is being added to HEAT, Remedy, and Footprints as well as other Service Desk Platforms.
Posted: July 22, 2008 | Premiered: July 1, 2008


Topics:  Application Deployment | Help Desk Management | Help Desk Management Services | Help Desks | IT Infrastructure | Patch Management | Policy-Based Network Management | Policy-Based Network Management Software | Remote Control Software | Web-Based Self-Service

WHITE PAPER - Remote support platforms offer a compelling ROI story, with impacts to multiple core metrics such as first contact resolution, incident handling time and customer satisfaction.
Posted: July 2, 2008 | Published: January 1, 2007


Topics:  Customer Satisfaction | Help Desk Management | Help Desk Software | Remote Support Services | ROI

WEBCAST - View this Webcast to explore the challenges in designing a workable change management process, defining approval workflows and to hear examples of creating audit trails for Sarbanes-Oxley compliance with respect to IT changes.
Posted: March 28, 2008 | Premiered: March 1, 2008


Topics:  Business Process Management | Change Management | Customer Service | Help Desk Management | Help Desk Software | Help Desks | Sarbanes-Oxley Compliance | Workflow Software

WEBCAST - In this webcast learn how auditing remote desktop management and bar coding functions can optimize your help desk software. Discover features that will speed up response times and improve user satisfaction levels.
Posted: March 28, 2008 | Premiered: March 1, 2008


Topics:  Customer Service | Email | Help Desk Management | Help Desk Software | Help Desks | IT Asset Management | Productivity | Reporting Software | User Experience

PRODUCT OVERVIEW - An effective service desk must offer a single point of contact to quickly and easily resolve desktop, mobile and software related issues. Learn how about a service desk that can allow you stay productive and focused on your business.
Posted: October 29, 2007 | Published: August 1, 2007


Topics:  Change Management | Customer Service Best Practices | Help Desk Management | Help Desks | IT Infrastructure | Network Best Practices | Service Level Management

WHITE PAPER - Transforming legacy help desk solutions into managed service desks can reduce support and maintenance costs without sacrificing quality. Learn how your organization can support continuous improvement, remain agile and adapt to change.
Posted: October 29, 2007 | Published: August 1, 2007


Topics:  Change Management | Customer Service Best Practices | Help Desk Management | Help Desks | IT Infrastructure | Network Best Practices | Service Level Management

WHITE PAPER - The service desk is the first line of defense for reacting to IT issues, yet most organizations haven't designed their service desk properly. Read this white paper to learn about a solution that addresses this problem and help support your clie...
Posted: October 8, 2007 | Published: October 1, 2007


Topics:  Help Desk Management | Help Desk Software | IT Best Practices | IT Management Services | ITIL | Management Service Providers | OEMs | Patch Management | Remote Network Management | Service Level Management | VARs

WHITE PAPER - This Enterprise Management Associates (EMA) white paper explains key best practices in lifecycle management, uses these as a framework for functional comparison, and includes a cost comparison to determine overall solution value.
Posted: September 20, 2007 | Published: January 1, 2007


Topics:  Application Deployment | Asset Management (Finance) | Change Management | Enterprise Systems | Help Desk Management | Inventory Management | IT Asset Management | Patch Management | Remote Access Security | Reporting Software | Security Threats | Software Configuration Management

WHITE PAPER - This white paper explores how to implement effective end-user transaction monitoring and management to attain greater visibility into the user experience.
Posted: September 18, 2007 | Published: August 1, 2007


Topics:  Application Monitoring | Application Monitoring Software | Application Performance Management | Application Performance Management Software | Help Desk Management | Predictive Analytics | Service Level Management | SLA | User Experience | Web Applications Management

WHITE PAPER - Desktop support systems can increase desktop availability and performance and provide the end-to-end stability needed to maintain business processes. Read this paper to learn how to reduce desktop management costs and gain control of your desktops.
Posted: December 6, 2006 | Published: July 1, 2008


Topics:  Business Performance Management | Desktop Management | Help Desk Management | IT Service Management | Network Best Practices | Systems Management

WEBCAST - Discover more about a secure, remote support solution to help your organization improve help desk productivity and reduce downtime and costs.
Posted: October 10, 2006 | Premiered: October 18, 2006


Topics:  Customer Service Best Practices | Desktop Management | Help Desk Management | Help Desk Management Services | Help Desk Software | Help Desks | IT Service Management | ITIL | Technical Support Staff

WHITE PAPER - Increased compliance needs, rise in security threats and the growing number of desktops and remote workers within organizations make it crucial to provide solid desktop management. Read this white paper for more on achieving efficient desktop management.
Posted: May 31, 2006 | Published: February 1, 2006


Topics:  Compliance Software | Desktop Applications Management | Desktop Computer Support | Desktop Management | Help Desk Management | Infrastructure Management | Licensing

WHITE PAPER - There are many "myths" that prevent companies from believing a third-party vendor can provide the help desk solution that best fits their needs. In order to uncover fact from fiction, let's take a closer look at ten common myths about hel...
Posted: May 19, 2006 | Published: May 1, 2006


Topics:  Help Desk Management | Help Desk Management Services | Help Desks | ITIL | Technical Support Staff