Numara Software White Papers

Service Desk White Papers

• 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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• 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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• 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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• 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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• 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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• 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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• 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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• 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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• Show Me the Money: How Life in the ITIL Fast Lane Can Deliver Success

  This white paper co-authored by Pink Elephant and Numara Software examines the critical role effective processes play in driving down service costs. Removing the confusion that exists around implementing ITIL processes, the paper cuts to the chase and outlines the priorities businesses should address in order to make ITIL work for them.

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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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Help Desk White Papers

• The Build or Buy Decision

  This white paper discusses the risks involved in developing a help desk software solution from scratch vs. buying help desk software from a proven, established vendor.

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• An Effective Approach to Software Compliance

  Software has become a vital component to the success of a company’s operations. Yet very few organizations have an effective process for managing their software assets.

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IT Asset Management White Papers

• How NOT to Wreck Your 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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