Documents » dumbing down help desk.
Abstract: IT organizations today are faced with the constant pressure of reducing costs at the service
desk, while at the same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service
desk.
PubDate: 9/12/2007 9:05:00 AM
Abstract: Information Technology Infrastructure Library (ITIL) is a framework of best practices to manage IT operations and services, with the main objective of aligning business and IT. Because there is no mandate that companies implement all framework specifications, small and midsize businesses (SMBs) need to have a cost-savings approach to ITIL implementation, so they can adopt the right features of ITIL. Learn how.
Abstract: On September 21, PeopleSoft founder David Duffield stepped down as chief executive of the struggling business software maker. The 12-year-old company announced that president and chief operations officer Craig Conway would take on the additional role of chief executive officer. Duffield will remain chairman of PeopleSoft's board.
Abstract: Social networking has collided with customer relationship management, and it's turning the relationship between businesses and their customers upside down. Today, businesses are using social networking sites like Facebook and MySpace or, as is the case with Procter & Gamble, developing their own social networks, to …
Abstract: News sources are reporting that September Web traffic was down. This seems to be a case of putting too much weight to too little data.
Abstract: Laptop users often are forced to sacrifice performance and functionality, “dumbing down” critical applications for the sake of portability. Executives in many industries are looking for ways to increase productivity, expand the reach of sales and marketing, and reduce total cost of ownership (TCO). Learn about common issues involved in deciding between laptop and desktop computing, and discover a solution.
Abstract: Software developers need a powerful tool to control and plan the quality of their software applications. With a solution that offers project analysis, testing, and bug administration, you have options that can help increase the quality of your software products. Read about a software test tool that has administrative functions to help you more effectively plan, control, and evaluate your software as it’s developed.
Abstract: Do distributors always have to settle for a trade-off between cost management and customer service? Is it impossible to keep costs down, yet still respond to customer needs and provide high-value products? Cost control needn’t impinge on customer service, and in fact, efficient processes can result in happier customers. How to use an integrated business management system to promote efficiency isn’t a secret—learn more.
Abstract: Drug manufacturers and retailers are tightening their data collection and reporting processes to meet new US Food and Drug Administration (USFDA) guidelines. But which software offerings are best placed to help drug manufacturers comply with the new guidelines?
Abstract: In partnering with Manugistics, Amazon acknowledges the impact that uncontrolled transportation costs have on its business. Its move should embolden smaller Internet retailers to seek help in cutting costs and capturing elusive profits.
Abstract: Project portfolio management (PPM) software can provide a dynamic decision-making process for assessing projects such as portfolios, prioritizing projects, and allocating limited resources to meet key organizational objectives. Using PPM can also help you better align and manage your people, projects, and processes—giving you the ability to react quickly to change and minimize risk in the current declining market.
Abstract: As an international leader, the American Management Association (AMA) was focused on maximizing the advantages of instructor-led training, while minimizing its disadvantages. Before adding a blended learning offering to its core business, AMA needed to define its strategic targets, and turned to Eedo Knowledgeware for help. Since launching its blended learning offering, AMA has greatly increased value to its customers.
Abstract: Small to medium businesses (SMBs) face the same challenges as large businesses when it comes to IT management—they have increasingly complex systems they rely on to drive their businesses and gain a competitive advantage. Operating and maintaining a complex IT infrastructure requires specific skills, but getting the right staff at an affordable price can be a problem. Outsourcing IT management may help to ease the strain.
Abstract: In most industries, labor represents the greatest proportion of operational costs. By helping to optimize that labor, workforce scheduling can help companies reduce expenses. But for most companies, scheduling is still more burden than benefit. Discover scheduling techniques that best-in-class companies are using to achieve greater operational efficiencies, and increase satisfaction among employees and customers.
Abstract: As consumer demand drops, many companies are being forced to lay off staff. That might help in the short term, but those companies still have to keep operations going, reduce costs, keep profits up, and produce high-quality products—only now with far fewer people. This in-depth guide offers nine product development strategies for your company to weather this downturn and prepare for the eventual economic rebound.
Abstract: Too often, manufacturers implement technology for financial reporting, but overlook efficiencies that can generate cash flow and reduce costs on the shop floor. While credit won’t cure the credit crunch manufacturers are facing, automated processes that improve cash flow and keep lenders in the loop can go a long way in convincing lenders that their risk is low. Find out more about how automated systems can help you.
Abstract: Electronic communication tools are increasingly at risk due to sophisticated e-mail and Web threats. Implementing reliable, effective protection is essential—but many companies don’t know about the latest proactive virus protection techniques. Find out where your company’s vulnerabilities are, how your traditional security software might not be protecting you as well as you think, and how a heuristic solution can help.
Abstract: Having just completed implementing your enterprise-wide software, you are about lean back, put your feet up on the desk, and enjoy the fruits of your labor. Not so fast! While you were completing your implementation project, a new release of the software may have already hit the street or, for sure, there is one in the pipeline. Now you are faced with the decision as to if and when to take on the new release. Maybe now is the time to look at how a new class of software tools, enterprise process improvement (EPI), can assist you in the upgrade decision.
Abstract: Customer Relationship Management (CRM) systems are software systems that cover the range of interaction a company has with its current, or potential customers. Its functionality can include marketing automation, sales force automation, help desk, customer service and support, partner management, contract management and creation, project and team management, Internet sales, e-mail response management, analytics, and important technical criteria.