service desk

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Published By: MobileIron     Published Date: Aug 20, 2018
The new generation of mobile devices, applications, and cloud services significantly improve agency efficiencies. Tasks that were once relegated to timeconsuming deskwork, are now performed in the field, and with improved accuracy. Because of this, more and more public safety agencies are adopting these new technologies. One purpose of the FBI’s CJIS Security Policy is to enable agencies to fully leverage mobile devices, but without sacrificing security. Mobile devices introduce a variety of new threat vectors and risks. Careful consideration of these risks is important to maintaining information security. Threats to mobile devices stem mainly from their size, portability, and available wireless interfaces. Examples of mobile device threats include: • Loss or theft of device • Unauthorized access to device • Mobile operating system vulnerabilities • Communication over untrusted networks • Malware or malicious Apps • Jailbreak or rooting activity • Data loss through user behaviors
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criminal, justice, information, services, cjis, compliance
    
MobileIron
Published By: ServiceNow     Published Date: Jan 03, 2017
The scope and value that modern IT service delivery provides a business is increasing dramatically, according to a new research reportfrom Enterprise Management Associates (EMA). And yet in some organizations legacy ITSM systems contribute significantly to reduced credibility for IT departments who fail to integrate with and support important business concerns. This lack of modern IT service delivery creates multiple issues for the enterprise, including: Increasing divergence of IT and business performance Rising costs due to service delivery complexity Inability to measure and protect a business from potential risks Informed by extensive research and two compelling deployment narratives, this report examines what EMA calls “next-generation ITSM” and its contributions toward optimizing changing IT and business requirements. EMA contrasts these advances with the risks of staying with legacy ITSM models and then evaluates and itemizes the risks of “doing nothing” by allowing legacy ITS
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it management, it automation, it ticketing, help desk, service desk, itsm, it service management
    
ServiceNow
Published By: ServiceNow     Published Date: Jan 03, 2017
Migrating to a modern ITSM solution offers a myriad of benefits. So why aren’t more companies doing it? This white paper explores the fear of legacy suite change and how to overcome it, including: How choosing the right partner can smooth the transition Best practices for each phase of legacy migration A first-hand look at how one company migrated successfully Download the white paper to understand why modernizing your legacy ITSM is the right choice.
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it management, it automation, it ticketing, help desk, service desk, itsm, it service management, management, service, automation, productivity
    
ServiceNow
Published By: ServiceNow     Published Date: Jan 03, 2017
Replacing your legacy ITSM suite doesn’t have to be scary. So why hasn’t every company migrated to a modern ITSM platform? This eBook explores the best practices for a simpler migration to overcome the fear of legacy suite change, including: How choosing the right partner can smooth the transition Best practices for a phased approach to legacy migration A first-hand look at how one company migrated successfully Read the eBook for more on the risks of inaction and rewards of ITSM modernization.
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it management, it automation, it ticketing, help desk, service desk, itsm, it service management, management, service, automation, productivity
    
ServiceNow
Published By: ServiceNow     Published Date: Jan 13, 2017
Overcome these four obstacles to deliver IT services everyone will love You and your company deserve a service desk that is truly helpful. Learn from this blueprint how to deliver a delightful IT experience that will help you go from: Poor support to customer delight No control to a predictable experience Managing costs to demonstrating value Rigid to agile
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it management, it automation, it ticketing, help desk, service desk, customer, service, management, itsm, it service management
    
ServiceNow
Published By: ServiceNow     Published Date: Jan 17, 2017
The End of No. The Beginning of Now. Your IT service desk is swamped from the moment work begins. It’s unclear how to gain control without the right tracking, prioritization and reporting. But with the right guidance, you can improve IT service delivery and demonstrate how IT is performing to support the business. This eBook, the first in a series that addresses key aspects of IT Service Management, provides best practices on how to: Accelerate incident resolution with automation and prioritization Improve change management processes with better controls and visibility Optimize reporting for setting goals, aligning priorities, demonstrating results
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itsm, it service management, reporting, service, management
    
ServiceNow
Published By: ServiceNow     Published Date: Jan 17, 2017
Provide better IT service delivery, more consistently, and with less effort This eBook, “Define Your Services for Fast and Accurate Service Delivery,“ shows you: A simple plan for defining and managing your services and building your single system of record in a CMDB Best practices for incident, change, problem and asset management, reporting, and more How to prevent unexpected downtime creating a comprehensive, connected view of business services and IT Infrastructure
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it management, it automation, it ticketing, help desk, service desk, itsm, it service management, management, service, infrastructure
    
ServiceNow
Published By: ServiceNow     Published Date: Jan 17, 2017
Learn how automation is the key to saving time and boosting satisfaction This eBook, “Accelerate Service Delivery with Automation,” will help you reclaim lost productivity with: An overview of the objectives and benefits of automation Best practices for transforming your ITSM into a modern, reliable experience Useful measurements for gauging progress and demonstrating the success of your automation efforts
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it management, it automation, it ticketing, help desk, service desk, itsm, it service management, management, service, automation, productivity
    
ServiceNow
Published By: ServiceNow     Published Date: Jan 17, 2017
A self-service experience helps IT and business users do more, and do it better, at a lower cost This eBook, “Consumerize the User Experience,” distills insights from the ServiceNow user community that can help you rapidly deploy an improved self-service experience while maximizing your short, medium, and long-term benefits. Learn best practices to: • Create a self-service portal where users can report issues, make requests, ask questions, and check request status • Define the service catalog to accurately reflect details of supported services, such as: scope, cost, service level agreements (SLAs), dependencies, and more • Automate knowledge sharing for better service and less hunting for information
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it management, it automation, it ticketing, help desk, service desk, itsm, it service management, management, service, automation, productivity, consumer
    
ServiceNow
Published By: ServiceNow     Published Date: Jan 17, 2017
Learning ITIL is not easy. If memorizing ITIL terminology has made you either: 1. Comatose 2. Caffeine addicted 3. Repeatedly Google the term “coping strategies” … Then clearly, you have not read our ITIL eBook series. This series will help you learn ITIL in a way that is actually (gasp!) fun. You’ll learn all about the five stages of ITIL and get: • A deeper understanding of what ITIL is and why it’s so important to keep everything running at work • Translations of ITIL terms (the digestible kind) to put you on the path to get ITIL certified • Useful diagrams and processes to facilitate the smooth and efficient delivery of IT services What are you waiting for? Dive in!
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it management, it automation, it ticketing, help desk, service desk, itil, itsm, it service management, management, service, infrastructure, itil, ebook
    
ServiceNow
Published By: ServiceNow     Published Date: Apr 12, 2017
Read The Total Economic Impact™ of ServiceNow, an April 2017 commissioned study conducted by Forrester Consulting on behalf of ServiceNow, to understand the benefits, costs, and risks associated with the following ServiceNow solutions: IT Service Management, IT Operations Management, and Performance Analytics. The study, commissioned by ServiceNow, covers key findings in these three categories: Modernizing IT Service Management Eliminating Service Outages Optimizing Performance with Real?time Analytics Forrester interviewed seven current ServiceNow customers with years of experience using the solutions identified above. The purpose of the study is to provide potential customers with a framework to evaluate the real world customer experience and economic impact of the Now platform on their organizations.
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operations management, performance analytics, it management, it automation, it ticketing, help desk, service desk, itsm, it service management, management, service, automation, productivity, infrastructure
    
ServiceNow
Published By: Genesys     Published Date: Feb 22, 2018
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey. Download this paper to learn how to: • Transform single interactions into personalized customer journeys • Empower employees with the right set of tools, including a unified desktop • Quickly deploy new technologies, like blended artificial intelligence (AI), bots and virtual assistants to exceed your customers’ rapidly evolving expectations
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contactbabel, contact center, omnichannel, routing, customer experience
    
Genesys
Published By: VMware Citrix     Published Date: Jan 23, 2018
VMware Horizon® support for published applications provides exciting new opportunities for customers running Citrix XenApp. Tightly integrated with Microsoft Remote Desktop Services (RDS), VMware Horizon is a new option for delivering not just published applications and shared desktops, but also virtual desktops, software as a service (SaaS), and virtualized applications to the devices your end users want to use. This white paper provides guidance for planning and undertaking a migration from Citrix XenApp to VMware Horizon. Four approaches to XenApp migration are detailed, including the major steps required for their implementation. Whether the goal is to migrate an existing XenApp infrastructure to Horizon, replace it with a new system, or simply integrate legacy Citrix infrastructure with your Horizon virtual desktop deployment, VMware has the innovative products and technology you need.
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citrix, xenapp, vmware, horizon, applications, customers, integration, software
    
VMware Citrix
Published By: VMware Citrix     Published Date: Jan 23, 2018
VMware Horizon® 7 offers full-featured support for hosted applications and shared desktop sessions, expanding the capabilities of the leading virtual desktop infrastructure (VDI) platform. Tightly integrated with Microsoft Remote Desktop Services (RDS), Horizon can deliver hosted applications and desktop sessions, virtual desktops, and VMware ThinApp® virtualized applications, all supported on the devices end users want to use. This white paper provides guidance for adding support for hosted applications and desktop sessions to your VMware Horizon infrastructure. Whether the goal is to integrate an existing RDS environment for combined management with VMware Horizon virtual desktops or deploy hosted applications and desktop sessions for the first time, VMware Horizon provides the technology required and a simple path forward.
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hosted, applications, horizon 7, virtual desktop, infrastructure, microsoft, remote, services
    
VMware Citrix
Published By: Promisec     Published Date: Mar 20, 2012
One of the greatest challenges to enforcing IT security and compliance lies at the endpoints, especially within Microsoft infrastructures. Learn how agentless technology has become mandatory in seeing, analyzing, and fixing Windows endpoint issues.
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endpoint, endpoint management, endpoint control, compliance, it compliance, security, security compliance, agentless, microsoft, windows, registry keys, windows registry, windows processes, windows services, agent, desktop management, windows registry, asset discovery, asset management, asset inventory
    
Promisec
Published By: Frontrange     Published Date: Mar 13, 2013
Data is now accessed via physical and virtual desktops, laptops and mobile devices. IT organizations struggle to control and manage this widening pool of devices. View this Computerworld Survey to better understand the solutions to these challenges.
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it service management, itsm, service desk, service catalog, service management software, mobile service management, cloud itsm, service manager, help desk software, hybrid it service management, heat help desk, client management, network discovery software, software audit, pc hardware inventory software, hardware software inventory, hardware inventory, pc hardware inventory, audit service level agreement, network inventory
    
Frontrange
Published By: Frontrange     Published Date: Mar 13, 2013
Recent new technology introductions are fundamentally changing the way we utilize and manage IT resources. This whitepaper shows how these new processes and automation solutions deliver the agility and extensibility to maintain performance and relia
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it service management, itsm, service desk, service catalog, service management software, mobile service management, cloud itsm, service manager, help desk software, hybrid it service management, heat help desk, client management, network discovery software, software audit, pc hardware inventory software, hardware software inventory, hardware inventory, pc hardware inventory, audit service level agreement, network inventory
    
Frontrange
Published By: Frontrange     Published Date: Mar 13, 2013
Many IT organizations are excited about the prospects of incorporating Cloud-based technologies into their present/future vision. Download this whitepaper and learn how you can leverage Cloud services for increased resiliency and efficiency.
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it service management, itsm, service desk, service catalog, service management software, mobile service management, cloud itsm, service manager, help desk software, hybrid it service management, heat help desk, client management, network discovery software, software audit, pc hardware inventory software, hardware software inventory, hardware inventory, pc hardware inventory, audit service level agreement, network inventory
    
Frontrange
Published By: Frontrange     Published Date: Mar 13, 2013
Reducing IT costs and improving service quality are primary concerns when looking to improve your IT efficiencies. This paper presents the Return on Investment implications for organizations considering an IT Service and Client Management solution.
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it service management, itsm, service desk, service catalog, service management software, mobile service management, cloud itsm, service manager, help desk software, hybrid it service management, heat help desk, client management, network discovery software, software audit, pc hardware inventory software, hardware software inventory, hardware inventory, pc hardware inventory, audit service level agreement, network inventory
    
Frontrange
Published By: Frontrange     Published Date: Mar 13, 2013
Managing IT services has rarely been as challenging as it is today. The solution is to adopting a standards-based strategy that automates IT service management. This white paper examines what’s holding IT back and offers a potential way forward.
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it service management, itsm, service desk, service catalog, service management software, mobile service management, cloud itsm, service manager, help desk software, hybrid it service management, heat help desk, client management, network discovery software, software audit, pc hardware inventory software, hardware software inventory, hardware inventory, pc hardware inventory, audit service level agreement, network inventory
    
Frontrange
Published By: CA Technologies     Published Date: Feb 13, 2015
For years, many support teams have been hamstrung by their traditional service desk platforms, which require complex, time-consuming coding for virtually every aspect of customization. This complexity makes it costly and difficult for support organizations to adapt—and places an increasingly substantial burden on the agility and efficiency of the business as a whole. CA Cloud Service Management is a clearly differentiated alternative to traditional service desk platforms. CA Cloud Service Management is purpose built for speed—rapidly accelerating time-to-value where other SaaS solutions fall short. Implement in days, adopt with minimal training, configure without programmers, automate end-user requests, and get automatic upgrades.
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service management, deployment, time to value, cloud monitoring, cloud metrics, business analytics, performance monitoring, data, cloud data, metrics
    
CA Technologies
Published By: CA Technologies     Published Date: Feb 13, 2015
For the managed services provider (MSP), service desk capabilities play a critical role in the level of service that customers receive and in the degree to which those services are delivered efficiently and profitably. In short, the service desk can make the difference between a service provider’s success or failure. This paper offers some key principles MSPs should adopt in order to ensure their service desk fully supports operational efficiency, optimal service levels and business growth.
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service desk, customer service, msp business, service providers
    
CA Technologies
Published By: CA Technologies     Published Date: Feb 13, 2015
Over the past 15 years, we’ve seen generations of service management platforms come and go—but many critical limitations persist. Consequently, IT organizations, and the businesses they serve, suffer from a lack of agility, poor service levels and high costs. This paper offers a look at the obstacles of prior generations of service management platforms, and it reveals how a new generation of solutions addresses some of these fundamental limitations.
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service desk, management platforms, it organizations, limitations, solutions addresses, poor service levels
    
CA Technologies
Published By: CA Technologies     Published Date: Feb 13, 2015
Service management platforms have a vital role to play, but in most organizations, they’re not living up to expectations—delivering far too much complexity and cost, and far too little business value and time savings. This proves true even in organizations that have migrated to new solutions in recent years. This paper outlines why legacy service desks and even newer platforms have not delivered on expectations, it describes the requirements for a service desk solution to be truly effective in today’s business environment and it details how CA Cloud Service Management delivers on these key requirements.
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service desk, service management, service platforms, cloud service, cloud service manegement, business value
    
CA Technologies
Published By: Cherwell Software     Published Date: Jun 21, 2018
The concept of “shifting left” has gained traction in software development as a way to increase agility, reduce cost, and improve product and release quality. But shifting left has also been hailed as a powerful method for optimizing IT service management. When the service desk team shifts left, both end users and service desk personnel benefit from greater efficiency and service quality, which leads to happier, more productive internal customers—and ultimately, better business outcomes.
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service, management, optimization
    
Cherwell Software
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