Vendor Research

This report provides guidance to IT vendors and solution providers looking to develop a social media strategy for marketing, sales, and customer service efforts.

Vendor Research

This report will provide IT vendors and solution providers with a high-level look at the tools and services that enable social media sales and support through a social customer relationship management strategy.

Vendor Research

This report will help IT vendors and solution providers understand the importance of having a social media strategy for customer interaction.

Consider Info-Tech's tips and advice for bringing a higher level of service to the Customer Service team.

Note

End user-IT relationships have an impact on overall workplace conditions. End-user satisfaction with IT service and communication determines the overall end user-IT relationship. Identify what relationship type you are in with the end user and...

Vendor Research

The cloud represents both significant opportunity for solution providers to grow revenue streams and profits, as well as a fundamental threat to their existing business models. As vendors continue to ramp up their cloud offerings, their partners...

Video

Info-Tech research has shown that improving end-user satisfaction with IT results in higher employee engagement, better working conditions throughout the organization, and higher employee effectiveness and productivity.

Tool

Info-Tech's Customer Service Maturity Assessment provides managers with an objective assessment of the current state of their organization's customer service environment and offers recommendations for improvement.

Tool

Web-based and social-based customer service tools will not all deliver equal value to every enterprise. Info-Tech's Customer Service Channel Readiness Assessment will help assess the appropriateness of different social and web-based customer...

Video

Organizations are exploiting social customer interaction channels for sales and marketing, but adoption of these channels for customer service is much slower. Proactively monitoring the social cloud for service opportunities gives organizations...

Solution Set

Web 2.0 has added a new set of interaction channels strongly favored by customers, including social channels, requiring organizations to revisit their customer service strategy.

Note

Organizations are exploiting social customer interaction channels for sales and marketing, but adoption of these channels for customer service is much slower. Proactively monitoring the social cloud for service opportunities gives organizations...

Video

IT Asset Management (ITAM) benefits are most readily available with the use of automated tools. The ITAM Vendor Landscape will help you choose the tool that is right for your organization.

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...

Template/Policy

Implement Info-Tech's IT support policy to curb rogue IT support, ease the burden on the help desk, and reclaim lost money.

(8-Feb-10) There probably isn't a week that goes by without an enterprise IT manager hearing one of their users lament "why can't I have one of those cool iMacs instead of this boring, grey PC?" It's enough to make even the strongest IT manager...

'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.

IT managers in healthcare have different priorities from their peers in other industries. Specifically, they allocate more resources to support and proportionally fewer to security and design and development. Address the potential problems of...

In the past, it was easier for enterprises to decide if a single or a multi-provider WAN solution was the best choice. However, because of today's cost and performance concerns coupled with business risks, and increased use of cellular services,...

As wireless speeds and coverage improves, enterprises continue to take advantage of cellular services and WLANs. As a result, WAN/LAN support services are likely to require a refocus or even downsizing as this trend continues. Consequently,...

Note

In the last few years, the mid-market CRM landscape has changed due to the emergence of Software-as-a-Service (SaaS) into the mainstream market and changes in consumer needs and buying behavior. Examine the summary findings from a recent...

When business needs outweigh support hours, IT must answer the call. Creative solutions are required when economics and enterprise size won't support 24/7 help desk operation. Apply these innovative techniques for extending support without...

Cellular data network capabilities improve as their cost curves show a downward trend. As a result, many enterprises will have to choose between landline DSL service and cellular connections for Internet and business application access. However,...

(IT World Canada) - Implementing a remote desktop control solution for your IT help desk could save you bundles, but only if it's actually capable of reaching your staff. Read about what essential features you'll need before making a...

Desktop virtualization is a game changing technology that can reduce IT operational costs while increasing efficiency and agility in desktop management, says Info-Tech Research Group. 30% of IT leaders have plans to implement a Desktop...

Questioning the value of existing software maintenance and support agreements and not getting a good answer? Consider ditching this 15-25% annual expense and save money.

Password-related issues can represent up to thirty percent of all help desk support requests. Save significant time and money by implementing a self-service password reset system.

Bill Clinton's “It's the economy, stupid,” was one of several messages intended to keep his 1992 presidential campaign on track. I've modified this saying and use it to remind myself of what's important in IT. It's possible to get buried in...

Many enterprises fail to fully understand the TCO for applications or to thoroughly explore the possible cost savings opportunities at each stage in the life of an application. Understand the total cost of applications, and learn about some of...

Successfully onboarding a new employee is not simply a feel-good exercise ? it can positively affect employee morale, productivity, and retention, which in turn impact the bottom line. Small IT organizations cannot afford to squander scarce...