IT Service Management

• Knowledge Management in the Support Center: Improving Efficiencies, Increasing Satisfaction, and Decreasing Costs by Joslin & Associates, Inc.
• Building Support Capabilities to Achieve Differentiation by Information Systems Marketing Inc.
• FrontRange Foundation Architecture Overview by FrontRange Solutions, Inc.
• Thirty-One Best Practices for the Service Desk by Forrester®
• Service-Oriented Architecture by Forrester®
• Delivering High Value in Service and Support by International HELPdesk Support
• Service and Support Handbook: The Help Desk Institute guide to Help Desk operations and management by Help Desk Institute®
• Put Away the Notebook: Cutting Edge Knowledge Management in the Twenty-First Century by HDI
• FrontRange's HEAT Leads the SME Service Desk Market; ITSM Targets Larger Enterprises by Forrester®

To download any of the above ITSM White Papers, please CLICK HERE!

• Customer Relationship Management: 10 Steps to CRM Success by Reservoir Partners, L.P.
• Focus Report: CRM Software Applications Spending by SMBs on the Rise by Gartner, Inc.
• The Drivers of CRM ROI by GSP & Associates
• Integrate Sales & Marketing: Create a Convergence for Better Lead Management by FrontRange Solutions, Inc.
• Managing your most Precious Asset...your Customers by FrontRange Solutions, Inc.
• Summary Report: The Impact of Sales Process and CRM on Optimizing Sales Effectiveness by CSO Insights