Numara Software White Papers

Service Desk White Papers

  • Achieving Service Excellence Across The Enterprise

    The support organization is the voice and face of the company to its customers. But when customer problems require input or action from other departments, the support team often loses control and visibility of the issue. When customer problems do not reach resolution in a timely manner, customer satisfaction and loyalty are negatively impacted. For this reason, the support organization must step up to the plate in their role as customer champion and take control of the customer experience, even for issues routed to another department.

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  • Service Catalog: Dramatically Improving the IT/Business Relationship

    For too many IT users, interacting with IT is regarded with the same apprehension as going to the dentist. Users and IT departments alike experience considerable frustration and often failure in trying to request and deliver what is needed. This ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) white paper introduces the Service Catalog as a component of the Information Technology Infrastructure Library (ITIL). It also introduces the Service Catalog as a critical tool for pragmatic IT and customer support organizations to reduce costs, improve quality and better align IT activities with business needs.

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  • Service Management: Why CIOs Should Care

    IT service management has matured from managing trouble tickets to provide valuable insights across all functions of a business. What is its appeal to the CIO?

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  • The Benefits of ITIL

    This document strives to clarify and provide real examples of the benefits derived by adopting and implementing ITIL. Recent market research shows that ITIL awareness and adoption is increasing worldwide, and several companies have embraced the framework to the point where tangible and intangible benefits are being realized and publicized.

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  • Making Real-World CMDB Systems Work: What Are They and How Should You Get Started

    The term “Configuration Management Database” or CMDB tends to suggest a single entity, whereas in reality most CMDB systems are designed to evolve to support multiple trusted sources across multiple brands and many involve diverse approaches to data reconciliation based on need and objective. Nonetheless many adopters are unclear whether what they have or not is a CMDB and can get a “gold star” only if they meet certain pre-defined, technical criteria.

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  • Top 10 Service Components Required to Deliver a Unified Customer Experience

    This white paper discusses how to provide the tools customers expect in the ever-more eService led world.

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  • Delivering Effective IT Support: Adopting ITIL to fit your IT Business Model

    This guide offers a practical and concise summary on ITIL, with examples of how organisations are adopting best practice – either by following ITIL to the letter or by incorporating the elements of ITIL that are most applicable to specific business needs.

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  • The Top 10 Reasons for implementing a Consolidated Service Desk

    Irrespective of whether you are a public or private sector organisation, providing you are servicing customers – internal or external – there are compelling reasons to adopt a Consolidated Service Desk (CSD) strategy.

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  • The Web-based Service Desk: Extending the Reach of Service Management

    To keep pace with the seemingly endless stream of support requests, today’s service desks must be agile and scalable. They also need to be flexible and versatile (as do the IT support staff) in order to address more complex business requirements.

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  • Flexible Service Desk? Dynamic Markets - Independent Market Research Report

    Currently 98% of IT managers in large UK organisations with a service desk or help desk have incurred some form of extra cost in addition to the basic purchase / ticket price after they had purchased their current solution.

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  • Lean Thinking: The IT Manager's Guide to Surviving the Downturn

    This discussion paper looks at why only 11 percent of UK organisations say their investment in technology designed to innovate and give them competitive advantage, has continued full steam ahead.

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  • Information Age: Service Management - The key to quality IT delivery

    Information Age's latest reader research found that IT service management is proving its value - despite the shortcomings of some of the supporting tools. Download your copy of this informative research.

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  • IT Change Management Automation: How Mid-Size Organizations Can Improve IT Service Quality and Reduce Costs

    Effective change management is essential to improving IT service quality, which mid-size organizations must do if they want to boost operational performance, continually meet customer expectations, and gain or maintain their competitive advantage.

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  • Practical IT Service Management: Rapid ITIL Without Compromise

    A discussion paper on applying the principles of service management to achieve critical efficiencies of scale, not only for IT but the entire organisation.

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  • Working Outside the IT Service Desk Box

    The economy is slowly improving, but IT professionals are still living in a world of constrained budgets, coupled with high expectations from increasingly tech-savvy end-users. In response, CIO’s are searching for inventive ways to “get more” out of their current systems and staff, while simultaneously increasing alignment with their business. Separate business functions share similarities and synergies, and there are opportunities to leverage the same resources to support siloed processes. This technical brief outlines how ITSM solutions, such as Numara FootPrints, provide organizations with the flexibility to support a variety of request-driven processes to lower total cost of ownership (TCO), and improve communication and collaboration. It also provides helpful guidelines for avoiding major pitfalls when purchasing or researching ITSM solutions for multi-use opportunities.

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  • Practical Steps for Adopting the Best ITIL Strategies for Your Organization

    The IT Infrastructure Library(r) (ITIL(r)) is widely accepted as the de facto set of best practices for IT Service Management. Over the past year, adoption of ITIL best practices continued to grow at a steady rate, but we also began to see a new skepticism, or backlash, towards ITIL. Spurred on by the economic downturn, many people grew weary of lengthy ITIL implementation projects and waiting for their long-term, often difficult to quantify benefits. Business leaders wanted to see action, and more importantly, ROI.

    The key is to adopt best practices in a way that doesn't require huge, long-term investments and delivers quick results that address your business's biggest pain points.

    In this white paper we'll outline some of the most common issues IT service organizations face today, what bites off the ITIL "menu" best address each, and how to implement them in a way that meets your organization's appetite for change, investment and results.

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Help Desk White Papers


IT Asset Management White Papers

  • 5 Tips for a Successful Windows 7 Migration

    Looking to migrate to Windows 7 in the next 6-18 months? Download this white paper “How NOT to Wreck Your Windows 7 Migration” and learn how to deal with the complexities of planning and managing a migration to Windows 7.

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  • Software Asset Management: An Essential Guide for IT Managers

    This guide, authored by Numara® Software, the global leaders in service and asset management software, explains how organisations in effective management of their software environment can reduce costs and avoid the risk of an unwanted audit letter from a software supplier.

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  • Top 10 Best Practices for Effective PC Lifecycle Management

    This white paper illustrates new ways of looking at your desktop management practices and provides several approaches for simplifying and streamlining processes across your business. It also demonstrates how the Numara® Asset Management Platform (NAMP) can help you identify problems, quickly resolve them, and continually improve control over the lifecycle of your PC’s resulting in a better return on your IT investments.

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