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Customer Service (General) | Help Desk and Call Management | Customer Relationship Management (CRM) | IT Service Management (ITSM)/ IT Infrastructure Library (ITIL) | Databases | On-line Customer Support | Mobile Device Management | Wireless Technologies and Mobile Computing | Technology ROI Tools | Business Intelligence Solutions

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Differentiating With Technical Support, a JBoss Customer Support Study by JBoss, a Division of Red Hat August 01, 2008 - (Free Research) Strategic organizations are increasingly looking for ways to lower the total cost of ownership (TCO) of their technology assets while improving the return on their investment. In this white paper, you will discover how expert customer support services can have a dramatic impact on both as you explore the success of JBoss middleware technology. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

EMC Elevates IT Efficiency to New Heights with Advanced Customer Services by Oracle Corporation December 2008 - (Free Research) Read how Oracle's Advanced Customer Services has helped EMC integrate their numerous acquisitions and ensure that the technology decisions are based on strategic goals. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Driving IT help desk efficiency with customer-centric remote support by Citrix Online - GotoAssist May 2008 - (Free Research) Help desk managers servicing large mobile workforces, such as remote employees and workers on the road, face significant challenges. This white paper will examine key IT help desk challenges and reveal the many advantages of customer-centric remote support. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Why You Should Take a Holistic Approach to ITIL and Service Support by BMC Software, Inc June 2009 - (Free Research) In these tough economic times, how do you address the challenge of reducing costs without diminishing your service quality? Companies can lower costs significantly and meet the growing demand for services by taking a more holistic approach. This paper discusses the importance of taking a unified approach to service support management and... (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Info Support: Responding Faster to Customers by Dell and Microsoft June 2009 - (Free Research) This case study outlines how Info Support, a Dutch IT service provider, was able to launch new servers and storage up to 75% faster using virtualization. The challenge was that Info Support wanted to respond to their clients faster by creating an environment where new projects were up and running in a couple of hours. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Selecting a remote support solution to meet your needs by Citrix Online - GotoAssist June 2009 - (Free Research) In this podcast, our expert offer tips on selecting the right vendor, solution and service to meet your remote support needs. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

The potential ROI of a remote support solution via the SaaS model by Citrix Online - GotoAssist June 2009 - (Free Research) This webcast will address the real dollar savings of using this model and the potential for ROI. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Practical Steps to Simplifying Oracle Security Patch Management and Maintaining a Healthy Security Posture by Oracle Corporation May 2009 - (Free Research) This Webcast discusses how organizations can maintain the security posture of their Oracle database and effectively manage the critical patch update (CPU) process, and explores the configuration management features of My Oracle Support. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Personalize Your Support Experience with My Oracle Support by Oracle Corporation January 2009 - (Free Research) Personalize your support experience with My Oracle Support--our award-winning Web portal that offers you secure, anytime access to Oracle expertise. (DATA SHEET) VIEW ABSTRACT | GO TO

Improving Quality of Service for Oracle Database with My Oracle Support by Oracle Corporation December 2008 - (Free Research) Sean Bingham from Oracle Support, talks about how My Oracle Support, the next generation support platform, improves quality of service for Oracle Database deployments. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Proactive PC Support Improves Service and Lowers Total Cost of Ownership by Intel Corporation January 2009 - (Free Research) Read this brief paper to learn about a new IT support delivery tool that reduces response time, boosts employee satisfaction and decreases operating costs. Reduce total cost of ownership using Intel's self-service PC Health Check utility. (WHITE PAPER) GO TO WHITE PAPER

Pella Discusses My Oracle Support by Oracle Corporation January 2009 - (Free Research) In this videocast Jim Thomas, Director of IT Operations for Pella Corporation, explains how My Oracle Support has helped them push boundaries and take Pella from a prefix support to a predictive health-check environment. (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

Grupo Carvajal Increase Database Administration Productivity by 25% by Oracle Corporation January 2009 - (Free Research) In this videocast Eduardo Carrasquilla, Director of Infrastructure for Grupo Carvajal, discusses how My Oracle Support is a positive tool that has significantly enhanced database support. (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

The Potential ROI of a Remote Support Solution via the SaaS Model Presentation Transcript by Citrix Online - GotoAssist June 2009 - (Free Research) Increased productivity, better customer interactions and quicker response times are all benefits of using SaaS-based remote support solutions. But how do you quantify these savings? This presentation transcript will address the real dollar savings of using this model and the potential for ROI. (PRESENTATION TRANSCRIPT) VIEW ABSTRACT | GO TO

Enabling the Profitable Evolution of Mobile Transport to All-IP by Alcatel-Lucent June 2009 - (Free Research) As demand for mobile multimedia services increase and average revenue per user declines, mobile service providers must transform their networks to profitably support legacy voice and advanced packet-based services. This paper outlines the challenges associated with transforming the mobile transport network. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

SugarCRM and Asterisk: Automating Customer Support Processes by SugarCRM Inc. June 2009 - (Free Research) Watch this webcast to learn about SugarCRM's out-of-the-box collaboration capabilities and how Asterisk can help companies of all sizes implement a best-in-class telephony system. This webcast will also show how Geeks on the Way is becoming one of the fastest-growing businesses in western Canada due to the combination of SugarCRM and Asterisk apps. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

HSBC Calculates Improved IT Support Productivity and Patch Management by Intel Corporation April 2009 - (Free Research) In this ROI investigation , HSBC Mexico can look forward to driving improved operating efficiencies across their IT support model, with a projected positive ROI of 605% and a break-even point achieved in 2 months, while serving as a foundation to drive worldwide adoption and savings through the use of Intel vPro technology. (WHITE PAPER) GO TO WHITE PAPER

How Can I Deliver Exceptional Support to My Multi-Services Customers? by CA October 2008 - (Free Research) CA IT Management solutions can help to retain and grow existing customers by providing exceptional customer support in all aspects of your business. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Bowen & Groves Honored in Fifth Annual International Business Awards(SM) by Bowen & Groves July 2008 - (Free Research) Bowen & Groves the developer of M1 by B&G™ a leading Manufacturing ERP System has earned a Certificate of Finalist Recognition for Best Support Organization and Best Product Development Department in the 2008 International Business Awards. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Johns Hopkins University Lowers Total Cost of Ownership across the Entire Oracle Stack by Oracle Corporation January 2009 - (Free Research) In this video Raymond Payne, explains how My Oracle Support helped them to lower their total cost of ownership of the applications and technologies that they use from Oracle. (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

Q&A for Determining Whether Oracle Advanced Customer Services Is Right for You by Oracle Corporation December 2008 - (Free Research) Oracle Advanced Customer Services can be a valuable investment. Read this whitepaper to assess the level of services offered and help determine if this investment can benefit your organization. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How to Compete on Analytics: The Analytical Center of Excellence by SAS Institute Inc. June 2009 - (Free Research) The significance of analytics to an enterprise and the understanding of the value of analytics have moved it to the forefront of business thought leadership. In the process of understanding how to centralize and support analytics, this whitepaper will take a historical parallel perspective of support. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Service Desk Consolidation Cuts Costs and Increases Service Quality by BMC Software, Inc June 2009 - (Free Research) The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Desktop Authority Password Self-Service Version 4.1.1 by ScriptLogic Corporation April 2009 - (Free Research) Desktop Authority® Password Self-Service™ provides an easy-to-use, robust system for allowing users to reset their own forgotten passwords or locked accounts, eliminating the biggest source of help desk calls. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

Building a Business Case for Self-Service by TimeTrade Systems June 2009 - (Free Research) This Expert Podcast explores today's self-service technology market and provides tips for building a business case and using self-service technology effectively. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

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