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Two white papers about tech support

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Security and trust: The backbone of doing business over the internet

Two papers from the Reg Library about housing Tech Support teams and getting the best out of them.

The Virtual Support Centre: delivering support anytime, anywhere

So here’s the pitch, from an outfit called SupportIndustry.com (and sponsored by Citrix). Virtual Support Centres (VSC) are tech support centres and IT help desks that enable staff to be situated anywhere, in smaller groups in cheap locations. Or at home. There is even a word for this: “homesourcing”. Aargh!

Employers continue to manage centrally but reduce operational costs, improve service delivery and customer satisfaction. And the staff are happier too, SupportIndustry.com claims.

VSCs “deliver all the cost benefits of global support outsourcing but with the control that many feel has been lacking in offshore engagements”. Sounds like magic? There’s a SaaS angle too.

Sun certification and team performance: the impact on system administrators

This is a love letter from IDC to data centre sysadmins with tech qualifications, and particularly Sun qualifications, as I am sure you guessed already. The Sun pitch is very low key – the meat is provided by key findings from a global IDC research study of 75 sysadmin teams. Who needs Sysadmin Day, when you can read things like this:

“Meaningful concentrations of certified system administrators increase the achievement of significant operational metrics, including efficient management of corporate servers, network and server availability, and meeting service commitments.” In other words, it directly contradicts the notion of tech workforce dispersal, as advocated by SupportIndustry.com. ®

New hybrid storage solutions

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Whitepapers

Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Security and trust: The backbone of doing business over the internet
Explores the current state of website security and the contributions Symantec is making to help organizations protect critical data and build trust with customers.