Help Desk and Call Management | Mobile Device Management | Business Intelligence Solutions | Availability, Performance and Problem Management | Wireless Technologies and Mobile Computing | Customer Self-service/ e-Self Help | Application Management and Maintenance | Handhelds/ PDA | Mobile Field Sales/ Wireless Connectivity | Industrial Mobile Computing/ Rugged Handhelds

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Help Desk vs. Service Desk: Which One is Right for You by Numara Software March 05, 2009 - (Free Research) This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Help Desk Authority Professional Edition - 30 Day Free Trial! by ScriptLogic Corporation September 08, 2009 - (Free Research) How are you currently tracking your help desk issues? Does your homegrown solution have too many limitations? Or is the enterprise solution you currently have overkill? Whichever scenario best describes you…we can help. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

Self-Service: Putting Customers First Makes You a Winner by Microsoft April 01, 2009 - (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.  (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Windows 7 and AppLocker by Global Knowledge January 25, 2010 - (Free Research) Organizations want to run the apps they want, and not run the apps they don't want. One of the tools Microsoft has given Active Directory administrators to help in this regard, Software Restriction Policies (SRPs), has been re-engineered in Windows 7 as AppLocker. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top Ten Essentials for Privileged Account Management by FoxT February 01, 2010 - (Free Research) In this white paper, discover how you can effectively and efficiently control privileged accounts using the latest in adaptive access controls management. You will also learn about how to leverage the latest in Role-Based Access Controls. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top 10 Most Overlooked Causes of Trouble in a Cisco Network by Global Knowledge November 05, 2009 - (Free Research) This white paper is a guide to the top ten causes of trouble in a Cisco network and how to address them, but is not intended to be a troubleshooting guide. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Increasing IT Efficiency by Mobilizing ITSM and ITIL Capabilities by BlackBerry November 2007 - (Free Research) This Webcast reviews the best practices and business drivers for mobilizing ITSM applications. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Merging Mobility with Unified Communications by BlackBerry August 2008 - (Free Research) Unified Communications is about getting the right information, in the right context, sent to the right people with the right timing. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

AdminStudio: MSI Packaging Solution - Free 21 day Trial! by Flexera Software January 2010 - (Free Research) AdminStudio® allows IT to quickly prepare reliable virtual and MSI packages for error-free rollout with leading software deployment solutions. A complete application readiness toolset, AdminStudio also provides automated tools to help ensure application portfolios migrate smoothly to Windows 7. Download this free 21 day trial now! (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

Total Economic Impact™ Of CA Wily Application Performance Management by CA June 2009 - (Free Research) This study examine the total economic impact and potential return on investment (ROI) that enterprises may realize by deploying CA Wily Application Performance Management (APM). Read this report for a discussion of the key findings. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

5 Keys to a Successful Identity and Access Management Implementation by CA December 2007 - (Free Research) An effective Identity and Access Management (IAM) solution is quickly becoming a must-have or enterprise organizations. In this paper learn the five keys to successful identity and access management implementation. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The CIO's Guide to Fixed Mobile Convergence by BlackBerry June 2009 - (Free Research) Organizations seeking solutions that provide high-performance access while addressing security needs can leverage fixed mobile convergence (FMC) systems to enhance communication. This document explores why your organization should implement an FMC solution, the benefits of FMC and considerations for methods of implementation. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Reduce CPU Usage with 'SMART' SQL by BMC Software, Inc. November 2009 - (Free Research) This paper discusses how and why to design SQL that will reduce the number of times calls are made to DB2. We'll look at how to write SMART applications rather than writing applications that act like generic I/O modules to DB2, properly tune SMART SQL, and how to exploit SQL and application features in DB2 on z/OS version 8 and 9. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Controlling the Cost of Audio Conferencing by Citrix Online September 2009 - (Free Research) This Wainhouse Research application brief explores the costs of audio conferencing – specifically whether organizations consider cost to be a problem and what they're doing to control it. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Gartner's Magic Quadrant for IT Event Correlation and Analysis by BMC Software, Inc. November 2009 - (Free Research) Before investing in an event management solution, you’ll want to know how the product will fit within your overall event-to-incident and problem management processes, including workflow, escalation and integration with service desk tools. Gartner assesses the vendor landscape in their latest Magic Quadrant for IT Event Correlation and Analysis. (ANALYST BRIEF) VIEW ABSTRACT | GO TO

Mobile Contact List for Blackberry Smartphones Is the Right Insurance for Busy Financial Institution by BlackBerry February 2009 - (Free Research) City Securities Corporation wanted an easy way to maintain a current list of PIN numbers to enable their members to communicate using their BlackBerry smartphones - even in the event of a disaster. Read this case study to find out how PINpoint, an application from Tenet Computer Group, helped them overcome this issue. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Communications Leader Videotron Hopes to save $1.6 Million by Automating Service Calls on Blackberry Smartphones by BlackBerry February 2009 - (Free Research) Encumbered by paper-based work orders and instructions relayed verbally, Cable TV company Videotron needed a solution that helped manage service requests in a way that cut costs and service call mistakes. They chose a wireless solution from Blackberry that automates all administrative steps involved in handling a service call. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Due Diligence - Why it’s key to your Avaya-Nortel Enterprise by Interactive Intelligence, Inc. March 2010 - (Free Research) In this Needs Assessment will assist by comparing and exploring different scenarios, considering costs, logistics, and risks with each. You will assess the current infrastructure for VoIP-readiness and demo the latest technology available and see the possible “fit” for your organization. Read now to find out more! (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

VoIP Vulnerabilities by McAfee, Inc. March 2010 - (Free Research) The malicious behavior that we have seen in other media already plagues Internet voice calls. This report examines vulnerability trends as well as protocol- and application-layer attacks. Read this white paper to gain both a general and technical overview to the threats against VoIP and learn how to protect and remediate against them. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Don’t Let Outdated Telephony Hardware Slow You Down: Unifying Contact Centers Regardless of Location, Hardware Infrastructure or Agent Count by inContact December 2009 - (Free Research) Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Mobilizing the Service Call Offers Ricoh Numerous Business Advantages by BlackBerry December 2009 - (Free Research) Ricoh Americas Corporation (Ricoh), a provider of document solutions, wanted a solution to automate service calls handled by field service technicians. They decided to create an application for the BlackBerry® solution that would improve call efficiency and give technicians more control over the tasks performed during their day. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Dispelling 6 Common Myths about On-demand Call Center Solutions by Contactual, Inc. February 2010 - (Free Research) The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Unified Messaging and Unified Communications by Global Knowledge February 2009 - (Free Research) This paper explains various ways unified communications solutions have proven their ability to help organizations solve various problems like, enabling them to transform their business, streamline business processes and reduce costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

BMC SQL Performance for DB2: A Review of the Potential Return on Investment by BMC Software, Inc. November 2009 - (Free Research) The ever present demand to maximise the value delivered by business-critical applications requires that we optimise the use of all the resources that execute and manage them. BMC Software is one of the major vendors offering such support and has a highly regarded set of solutions collectively called BMC SQL Performance for DB2. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

RAID FAQ Podcast by Nexsan Technologies February 2010 - (Free Research) Twenty years old, RAID has become a standard and transparent feature. What is RAID, and how does this technology fit into the storage landscape? This expert FAQ podcast answers common questions about RAID, explores the different levels of this technology, and overviews the implementation stages and obstacles. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

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