Type: Analyst Report  Posted: 25 Apr 2008
Published: 07 Apr 2008
Summary:  This Forrester research brief reviews the strengths and weaknesses of top service desk management tool vendors like HP, CA, IBM, and BMC.

Type: Analyst Report  Posted: 24 Apr 2008
Published: 01 Apr 2008
Summary:  Gómez has developed a framework to help organizations leverage Web metrics they may already be collecting, focusing not only on generating and correlating the right metrics but emphasizing business results over raw data.

Type: Webcast  Posted: 28 Mar 2008
When: Available On Demand
Summary:  View this Webcast to learn how you can gain a competitive advantage for your service management with a comprehensive solution that is easy to deploy and manage.

Type: Webcast  Posted: 28 Mar 2008
When: Available On Demand
Summary:  Change management helps companies minimize the impact of changes on service quality. View this Webcast to learn about the process of managing change combined with managing the service desk.

Type: Webcast  Posted: 28 Mar 2008
When: Available On Demand
Summary:  In this Webcast, learn about a high-productivity interface, email request processing capabilities and self-service competencies that will speed up response times and improve user satisfaction levels.

Type: White Paper  Posted: 08 Oct 2007
Published: 01 Oct 2007
Summary:  The service desk is the first line of defense for reacting to IT issues, yet most organizations haven't designed their service desk properly. Read this white paper to learn about a solution that addresses this problem and help support your clie...

Type: Webcast  Posted: 10 Oct 2006
When: Available On Demand

Speakers:

Chip Gliedman, Vice President of Forrester Research, Inc. Shelly Cobb, Product Manager, Citrix Online

Summary:  Discover more about a secure, remote support solution to help your organization improve help desk productivity and reduce downtime and costs.

Type: Software Listing  Posted: 03 Jul 2005
Published: 01 Jun 2005
Summary:  Aldon Community Manager is a Web-based requirements and incident management solution. Aldon Community Manager monitors change requests, manages approvals, associates requirements and projects, and provides workflow templates and essential infrastructure..

Type: Product Overview  Posted: 30 Aug 2004
Published: 30 Aug 2004
Summary: Support Tracker™ is a Web-enabled Lotus Notes help desk which eases the workload of your IT support departments.

Type: Trial Software  Posted: 25 Jul 2004
Published: 25 Jul 2004
Summary: With ReadyDesk you can open, view, edit and resolve support tickets all on the same screen, dramitically increasing productivity and response time! You can even view a ticket's complete history without leaving the main interface.

Type: Product Overview  Posted: 25 Jul 2004
Published: 01 Jan 2003
Summary: HelpSTAR provides the glue that binds the people, things (assets), and processes (information flows, task flows) that comprise modern enterprises.

Type: Product Overview  Posted: 25 Jul 2004
Published: 01 Jan 2003
Summary: HelpSTAR is unmatched in its ability to organize and optimize workflow, the help desk can be configured so that service requests travel in a direct route from being logged, to dispatch, to queue, to support rep, to resolution and closing.

Type: Data Sheet  Posted: 29 Jun 2004
Published: 01 Jan 2003
Summary: Foundstone Enterprise closes the loop in the vulnerablity management lilfecycle by offering a tightly integrated vulnerability remediation module that automatically creates tickets based on discovered vulnerabilities.

Type: Data Sheet  Posted: 06 May 2004
Published: 01 Jan 2003
Summary: GS/HelpDesk™ is a complete internal IT help desk solution for Lotus Notes/Domino and the Web.

Type: Press Release  Posted: 19 Apr 2004
Published: 06 Jan 2004
Summary: The Columbus, Ohio-based division of Time Warner Cable Inc. said it plans to upgrade its help desk software to include asset management capabilities.