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While companies that have a help desk tool can reduce their overall support costs significantly, help desk tools do not specifically address password errors. Yet HDI estimates that 40 per cent of all level one help desk calls are password related.
The pain of password management - the single most common IT help desk support issue - is becoming more pervasive. Many organizations face the challenge of trying to increase security while also reducing support costs. If a business can reduce the number of calls that a help desk has to take by 40 per cent, simply by having the ability for users to reset their passwords themselves, IT or support managers instantly see a dramatic improvement in the efficiency of the company.
IT support now faces the challenge of managing help desk tickets coming from workers outside of the corporate firewall. In order for these workers to continue being productive, whether temporarily or permanently out of office, a service needs to be in place to ensure that end-users' incidents can be addressed quickly.
With this goal in mind, businesses should look into a remote assistance and control solution which allows the administrator to instantly fix desktop problems regardless of the user's location, preferably with minimal user disruption. The ideal solution does not require that a user be connected to the corporate network (e.g. through a VPN) but should provide instant assistance for any user on the Internet.
With this in place, the IT department can see dramatic increases in user and administrator productivity, as well as lower travel costs. Hence, the ideal incident management solution must also combine remote access and management with the help desk tracking tool and password tool.
The ITIL standards are designed to improve processes for IT productivity. By investing in a solution to address even one process, such as incident management, the IT department could save its company thousands of pounds for years to come.
Jon Rolls is senior director of product management at ScriptLogic Corporation
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Read up on the latest ideas and technologies from companies that sell hardware, software and services. How to improve employee productivity in small and medium businesses
Business Intelligence and Enterprise Performance Management: Trends for Emerging Businesses
Gaining Competitive Advantage Through Enterprise Planning
Taking On Demand CRM Integration to the Next Level
The state of Middleware
CRM your salespeople will love
Making the Business Case for IT Consolidation
IT Service Management Needs and Adoption Trends: An Analysis of a Global Survey of IT Executives
Zones provide focussed content from CIO and leading technology partners.- White PaperJoin Lee Benjamin, a Microsoft Exchange MVP and Ryan Shipkowski, network administrator for Matthews, to discuss the process and ROI of implementing an email archiving solution, with emphasis on a case study from Matthews International.
- White PaperJoin industry expert Bob Spurzem and Chuck Arconi of Fox Hollow to discover how to reduce Exchange total storage and keep it at a manageable level. Learn how Exchange storage growth can be contained without sacrificing security and accessibility.
- White PaperDiscover how the integration of disparate technologies in your company can lead to greater user productivity, improved management, lower costs, higher efficiency, and easier risk mitigation.
Discover how SOA can create smarter outcomes for your business.
Attend and learn:
- How SOA is helping leading companies to become more agile
- Where you should be applying SOA processes in your company
- The top SOA implementation mistakes to avoid
Click here for more information.
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CIO Live Podcast #79: Brent D Taylor, author of The Outsider's Edge: The Making of Self-Made Billionaires Part II 05 October, 2007 06:00:00
For his new book, The Outsider's Edge: The Making of Self-Made Billionaires, social researcher Brent D Taylor spent four years of intensive research investigating the psychological make-up and backgrounds of some of the world's richest men and women, including IT luminaries Bill Gates, Larry Ellison and Steve Jobs. Taylor discovered that, despite working in different industries and coming from different upbringings, they all have one thing in common -- they are all outsiders. - +
CIO Live Podcast #78: Brent D Taylor, author of The Outsider's Edge: The Making of Self-Made Billionaires 28 September, 2007 17:34:25
For his new book, The Outsider's Edge: The Making of Self-Made Billionaires, social researcher Brent D Taylor spent four years of intensive research investigating the psychological make-up and backgrounds of some of the world's richest men and women, including IT luminaries Bill Gates, Larry Ellison and Steve Jobs. Taylor discovered that, despite working in different industries and coming from different upbringings, they all have one thing in common -- they are all outsiders. - +
CIO Live Podcast #77: Panasonic Speeds Up Trans-Pacific File Transfers, Part III 21 September, 2007 07:00:00
Part three in our three-part special report from CIO's sister publication Network World in the US, as Paul Desmond reports from the Network World IT Roadmap Conference in Santa Clara, California. With development teams in the US and Japan, Panasonic needed a more efficient way to move very large files between the two locations. Iben Rodriguez, IT consultant for Panasonic Research and Development, explains how a storage-area network and virtual server technology helped speed up WAN performance. - +
CIO Live Podcast #76: Panasonic Speeds Up Trans-Pacific File Transfers, Part II 14 September, 2007 07:00:00
Part two in our three-part special report from CIO's sister publication Network World in the US, as Paul Desmond reports from the Network World IT Roadmap Conference in Santa Clara, California. With development teams in the US and Japan, Panasonic needed a more efficient way to move very large files between the two locations. Iben Rodriguez, IT consultant for Panasonic Research and Development, explains how a storage-area network and virtual server technology helped speed up WAN performance. - +
CIO Live Podcast #75: Panasonic Speeds Up Trans-Pacific File Transfers, Part I 07 September, 2007 07:00:05
Part one in our three-part special report from CIO's sister publication Network World in the US, as Paul Desmond reports from the Network World IT Roadmap Conference in Santa Clara, California. With development teams in the US and Japan, Panasonic needed a more efficient way to move very large files between the two locations. Iben Rodriguez, IT consultant for Panasonic Research and Development, explains how a storage-area network and virtual server technology helped speed up WAN performance.
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Data breaches rose sharply in 2008, says study 08 January, 2009 08:27:00
More than 35 million data records were breached in 2008, according to the Identity Theft Resource Center.More than 35 million data records were breached in 2008 in the U.S., a figure that underscores continuing difficulties in securing information, according to the Identity Theft Resource Center (ITRC). - +
Rogue SSL certificate exploit puts VeriSign on the spot 07 January, 2009 11:04:00
Wishes "white hat" researchers had notified VeriSign before public demo.Following the success of researchers last week in creating a false SSL certificate based on VeriSign's RapidSSL brand, the company is scrambling to explain how it happened, how it's preventing it from reoccurring, and whether its other SSL certificate-generation services are at risk. - +
With Gaza conflict, cyberattacks come too 05 January, 2009 08:03:00
Pro-Palestinian hackers have defaced thousands of sites following attacks in Gaza.The conflict raging in Gaza between Israel and Palestine has spilled over to the Internet. - +
5 ways to secure your Blackberry 18 December, 2008 12:58:00
What do Tom Cruise and the McCain campaign have in common? They have both been bitten by the loss of a Blackberry. Mobile expert Dan Hoffman gives advice on how to keep your cherished mobile device safe, even if it's out of your handsWhat do Tom Cruise and the McCain campaign have in common? They have both been bitten by the loss of a Blackberry. Mobile expert Dan Hoffman gives advice on how to keep your cherished mobile device safe, even if it's out of your hands. - +
Wireless VPNs: Protecting the wireless wanderer 18 December, 2008 11:04:00
Employees sipping café Java over their wireless laptops may think a VPN makes them safe and secure. With careful configuration, there's some chance they're rightEmployees sipping café Java over their wireless laptops may think a VPN makes them safe and secure. With careful configuration, there's some chance they're right.
Research software developer appoints Susan Dart to new Business Development Director role 08 January, 2009 09:08:00
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Anyware Introduce Two Powerful PCI TV Tuner Cards with S5 Power Up and Windows Media Center Remote 07 January, 2009 17:30:00
Fortinet Cures Mobile Phone “Curse of Silence/CurseSMS” Attack 07 January, 2009 16:30:00
SEAGATE SHIPS DESKTOP HARD DRIVE WITH WORLD’S HIGHEST AREAL DENSITY – 500GB PER DISK 06 January, 2009 15:34:00
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Data grids and service-oriented architecture
When choosing an SOA strategy, corporations must ensure data availability, reliability, performance and scalability. A data grid infrastructure, built with clustered caching provides a framework for improved data access that can create a competitive edge and sustain customer loyalty. Read on to discover how this can be created within your organisation.
