Numara Software White Papers

Service Desk White Papers

• Help Desk vs. Service Desk: Which one is right for you?

  Although the names are sometimes still used interchangeably, the help desk and the service desk are distinctly different. Find out which solution best fits your organizations current needs – Help Desk or Service Desk.

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• The Benefits of ITIL

  This document strives to clarify and provide real examples of the benefits derived by adopting and implementing ITIL. Recent market research shows that ITIL awareness and adoption is increasing worldwide, and several companies have embraced the framework to the point where tangible and intangible benefits are being realized and publicized.

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• IT Managers Struggle to Make the Right Service Desk Choice!

  Dynamic Markets Research Demonstrates that Nearly All IT Managers’ Service Desk Solutions are Creating Cost Headaches Beyond the Basic Purchase Price

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• Service Catalog: Dramatically Improving the IT/Business Relationship

  For too many IT users, interacting with IT is regarded with the same apprehension as going to the dentist. Users and IT departments alike experience considerable frustration and often failure in trying to request and deliver what is needed. This ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) white paper introduces the Service Catalog as a component of the Information Technology Infrastructure Library (ITIL). It also introduces the Service Catalog as a critical tool for pragmatic IT and customer support organizations to reduce costs, improve quality and better align IT activities with business needs.

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• Flexible Service Desk Automation: Delivering Quality Service Without Complexity

  Read this white paper now to learn about how you can deliver quality service without complexity by using practical and flexible service management automation and known best practices.

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• Practical IT Service Management: Rapid ITIL Without Compromise

  Read this white paper now to learn more about ITIL V3 service lifecycle processes and how practical IT service management automation for the real world will help you successfully deliver the ITIL processes you need – rapidly and without compromise.

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• Achieving Service Excellence Across The Enterprise

  The support organization is the voice and face of the company to its customers. But when customer problems require input or action from other departments, the support team often loses control and visibility of the issue. When customer problems do not reach resolution in a timely manner, customer satisfaction and loyalty are negatively impacted. For this reason, the support organization must step up to the plate in their role as customer champion and take control of the customer experience, even for issues routed to another department.

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• How Mid-Size Organizations Can Improve IT Service Quality and Reduce Costs with IT Change Management Automation

  The ultimate goal of change management is to continuously align personnel and business processes with technology. This management discipline has emerged in recent years as a critical area for IT leaders at mid-size organizations for three primary reasons: the need to boost IT service quality within complex and distributed environments; the emergence of industry standards; and requirement to comply with government regulations.

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• Web-based Asset Management

  Today’s IT support operations are confronted with the challenge of doing more with less. This mandate is especially relevant to the help desk, where request volumes continue to increase through multiple communication methods, including phone, fax, email, and the web. Overlaying this trend is the shrinking support team, which is often plagued with reduced staff, variable skill levels, and high turnover. Regardless of business conditions, organizations must ensure that employees are in the best position to be productive – a critical driver for business success.

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• The Hosted Customer Service Desk – It's About Cost, Control, and Reliability

  Support organizations today face many similar business challenges as they strive to effectively service their internal and external customers, regardless of their size or industry. They must confront decreased budgets, while at the same time having to meet an increased customer demand. In the face of these challenges, customer service managers may find themselves searching for new technology to address their customer service initiatives.

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Help Desk White Papers

• An Effective Approach to Software Compliance

  Software has become a vital component to the success of a company’s operations. Yet very few organizations have an effective process for managing their software assets.

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IT Asset Management White Papers

• Automated IT Asset Management: Maximize Organizational Value Using Numara Track-It!

  The constant addition of new devices — workstations, servers, routers, switches, printers as well as numerous hardware and software components — coupled with changing federal and industry regulations, leaves IT personnel in a constant reactive state. What if, instead of repeatedly responding to unforeseen or spontaneous problems as part of your everyday routine, you could anticipate and help to solve them even before they occur?

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• How NOT to Wreck Your Windows 7 Migration

  Looking to migrate to Windows 7 in the next 6-18 months? Download this white paper “How NOT to Wreck Your Windows 7 Migration” and learn how to deal with the complexities of planning and managing a migration to Windows 7.

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