Every day your service desk is a challenge. Manual processes, repetitive issues, and human error cause delays in cycle times and leave your users dissatisfied. It’s time to accelerate service delivery with automation.
Automation can significantly impact and alleviate these commonly reported service desk difficulties:
• Issues aren’t resolved promptly due to manual processes in routing, issue resolution, and request management, leading to missed SLAs.
• Recurring requests, like password resets, show up in your queue constantly, preventing your team from responding to more complex issues.
• Customer satisfaction is low with employees forced to delay work while they wait on IT to provide solutions.
Smart storage addresses the mismatch between storage and the demands of virtualisation. This is built on the industry’s first and leading intelligent application-aware architecture, which delivers unparalleled, efficient, scalable, cost effective and end-to-end insights into the infrastructure. Find out more about smart storage and its benefits in this whitepaper.
There has been a major shift to increased mobility for the new generation of workforce. This transition has however, been slower for the design and engineering industry because the market lacks devices that supported the software tools needed.
This whitepaper looks at how the landscape is now changing and the 10 benefits of adopting mobile workstations for these industries.
The role of a business manager or team leader is often dynamic and complex. Find out the different roles and responsibilities a leader has to play. From a performance manager who keeps staff focused to a communication manager that is respectful and asks the right questions. Included are also tools you will need to increase your team’s productivity.
A client survey reveals that customers now want more options from their support providers and are also more inclined to stay with their current provider if the level of customer support caters to expectations.
Find out why service providers should be focusing on analytics to drive performance improvements to provide a well-rounded proactive approach to support client needs, why it's important to introduce mechanisms for end users to share user experiences and why leveraging on this information is key to implementing change.
With large shifts to SaaS and cloud-based solutions, IT is discovering that the end user (IT’s own customer) is seeing a significantly different user experience as the applications that they rely on for their day-to-day productivity are being choked by the backhaul bottlenecks that never existed within the walls of the corporate datacenter. This whitepaper looks at how businesses feeling bandwidth pressure should reassess their WAN.
Technology Business Research Inc. measures the expectations, satisfaction and loyalty of enterprise customers in its quarterly CSAT studies. This report showcases the top performing notebook ranked by sales satisfaction, product satisfaction, service satisfaction and loyalty.
Organisations are readily launching BYOD programs to boost employee productivity and reduce costs. But this all comes at a risk and you maintain your vigilance in sustaining compliance with data security and privacy regulations. This whitepaper looks at several best practices are key for maintaining regulatory compliance with any BYOD program.
Many companies have embraced the cloud - technology services delivered over a network connection - to save money, boost speed and productivity and seize new business opportunities. But fewer have committed to the underlying strategic machinery needed to achieve optimal business benefits from the cloud and ignite outsized success. This Economist Intelligence Unit paper from IBM identifies and explores the five core foundational elements of a mature cloud strategy.
Consolidating organisational communications can provide far-reaching competitive advantages through productivity gains and cost savings. Yet many organizations still hesitate to deploy more complex unified communications (UC) capabilities that can generate big returns, such as enterprise voice and audio/video conferencing. This whitepaper looks at: why in-house expertise to deploy and manage a full UC solution is the major factor holding organisations back, how a solution designed for your unique environment can provide the most benefits and where organisational communications can be streamlined to meet high availability requirements and service needs.
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