| Publisher | Forrester Research | ||
|---|---|---|---|
| Format | 69.3KB PDF | Date added | 01 Nov 2004 |
| Topics | Help Desk, Infrastructure Management, ITIL | ||
| Downloads | 3 | ||
In service desk circles, 2005 may well be the year of ITIL. The UK-based IT Infrastructure Library, a set of IT standards, will continue to be the hot topic at IT service desk conferences, and every new release of service desk software stresses ITIL compliance. Embracing best practices is always helpful, but IT management must make sure that ITIL is not seen as a panacea.
Did you find this white paper useful?
7 out of 12 users found this white paper useful
Related white papers
Selection Criteria for Remote Support Tools
Though basic remote support technology is available from many sources, including some freeware and shareware options, companies interested in improving both the economics of support and the customer experience should...
Applying Remote Support Technology for Maximum Impact
Remote-support technology is a powerful tool for support delivery. By using remote support, technicians can access the users' desktop to effectively diagnose and resolve the issues. But to yield maximum...
9 Management Practices for Exceptional Webinars
Marketing professionals continue to rate Webinars as one of the top tools for lead generation. Yet, many marketing departments still do not have a process in place to maximize Webinar...
Lean IT: Innovations in Managing Service Quality
Experts discuss innovations in managing service quality. Gain insight on a framework of products that can be used to support today's IT operations challenges and initiatives. This framework of...
Reasons for Automating a Help Desk
Whether you call it a help desk, technical support, the problem management center, or even the customer support center, there are several reasons to consider automating your help desk, so...
COLT TELECOM GmbH Improves Customer Service and Increases Customer Retention With Remedy
COLT TELECOM Group is one of the most successful telecommunications suppliers in Europe. COLT TELECOM GmbH of Germany realized the importance of providing rapid and reliable customer service, and as...
International Network Services Case Study: American Family
American Family Insurance, a $9 billion Fortune-500 powerhouse, has been meeting the insurance needs of customers for nearly 70 years. American Family Insurance needed to transform its decentralized, informal help...
