Tool

A customer-oriented IT department reduces department costs, improves the quality of deliverables, and boosts the efficiency of the IT workforce. There are six core competencies that are essential to service orientation in IT. Facilitate these...

Note

A customer-oriented IT department reduces department costs, improves the quality of deliverables, and boosts the efficiency of the IT workforce. This storyboard helps you assess the level of customer service orientation in your IT department,...

Video

Constraints on budgets, hiring, and facilities are driving more and more businesses to consider outsourcing their Help Desks. While outsourcing is hardly a new idea, many IT leaders are still starting the process without the proper reality check...

Implementing a help desk is hard because it requires process and cultural change for IT and users. Implementing the right processes successfully is critical to help desk deployment. Learn how to roll out the right processes and be successful...

IT leaders often encounter a problematic relationship between IT and the business when taking on a new leadership role. This rift can hobble an IT leader's chances for long-term success. An essential early step in healing a weak relationship is...

28-Jan-10 Are you thinking about migrating to Windows 7? It’s not hard, but due diligence and good planning are paramount for a successful migration. You need to follow best practices, which includes tapping into Microsoft’s readily available —...

Impact Research

IT service management is the new normal. Organizations experiencing increasing business demands, inadequate IT/business alignment and poor performance will benefit from increased service management maturity. Achieving mature ITSM practices leads...

(21-Dec-09) When businesses consider cutting costs in almost any area, often the first thing that comes to mind is outsourcing, particularly to overseas employees or consultants. It is understandable — especially in this economy — that companies...

'Tis the season for sickness and snowstorms. Make sure your telework processes and policies are working for your IT department with this series of resources designed to make telework painless.

A new IT leader may inherit an IT department sporting a bad reputation with the rest of the enterprise. Take swift and decisive action to rectify this potential career show-stopper.

Much like a good souffle, it takes quality ingredients to put together and maintain a strong IT Team. We have put together a comprehensive set of notes that will help your IT group stay ahead of the curve.

Video

Email has become an essential service within the IT portfolio. To date, however, there has been a dearth of benchmarks for determining where to target your total monthly spend per user. This videocast will provide guidance for how to optimize...

IT Business - Symantec has announced a new threat analysis service that blends resources from the firm's data gathering network and services of an on site cyber security specialist. The goal is to help organisations better understand the threat...

(IT Business) - According to one Canadian IT consultancy firm and an analyst, when it comes to securing business networks and infrastructures, the channel can help customers be more secure by following four easy steps.

Podcast

9:27 minutes - Listen to this podcast for guidance on managing application development demand and to discover ways to optimize the actual development process.

Premium Resource

In enterprises where compliance is a known cost of doing business and auditing is a predictable task, a pre-emptive approach to compliance can reduce the cost of compliance projects down the line, and leave the enterprise well-prepared for...

Podcast

11:02 minutes - Desktop hardware expenditures are unavoidable, but they don't have to be painful.

Tool

This note provides techniques for cost reduction within the end-user support services area. These techniques are categorized according to time frame and are accompanied by potential pitfalls. IT should determine time frames, and in accordance to...

Tool

The fast pace of technology change makes PC purchases quickly obsolete. Getting the most business value out of corporate computers requires a long-term strategy that begins with a thorough assessment phase. To assess existing PC assets, use...

Note

With all of the demands placed on today's IT departments, reducing the cost of the output fleet (printers, scanners, fax machines, copiers and multi-function peripherals (MFPs)) is not at the top of the list of priorities for most department...

Job Description

The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may...

Job Description

The Help Desk Manager's role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization,...

The telltale signs of a failing frontline technical support help desk are easy to spot. End-users avoid calling in, metrics fall consistently short of industry standards, and staff do everything in their power to get off the team. Identify the...

Template/Policy

About 80% of all telecom bills contain errors. Your company is not immune. Save money by using this telecom audit template for your company.

While help desk automation can play a critical long-term role in developing a cost effective service orientation, determining the correct help desk staff ratio is equally as important. Find out your ideal ratio with this research note.

Template/Policy

When disaster strikes, don't be left scrambling. A clear list of who must be called for what reason lessens the thinking required in a stressful situation. Develop a call tree and keep it up-to-date.

Template/Policy

Measuring project performance and calculating ROI will help halt failing projects before they consume additional resources. Use this ROI calculator to help stop the bleeding.

Tool

Measuring project performance, and calculating ROI, will help you halt failing projects before they consume additional resources. Use this worksheet to help you make your ROI calculations.

Tool

Engineers have used the "Fishbone" diagram for years to help them make decisions. Use this diagram template to apply this method to your own IT problems.