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Mission Statement
TechRepublic's ITPapers is the Web's largest library of free technical IT white papers, webcasts, and case studies. Covering IT categories including Data Management, IT Management, Networking, Communications, Enterprise Applications, Storage, Security and much more, TechRepublic's White Paper Directory is the best source for technical white papers and IT information.
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White Papers
Service Desk/Helpdesk Metrics and Reporting : Getting Started
Dec 2006
This White Paper is for IT Service Desk and Helpdesk Managers who are trying to turn raw data gathered from IT Service Management into information on which informed management decisions can be...
Provided by Serio
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Webcasts
Service Catalog Value Realization
Dec 2008
A Service Catalog is often considered the starting point for any successful ITIL Service Management initiative. But, if one is already delivering services to the customers without one, so, how...
Provided by BMC Software
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White Papers
How to Improve Service Quality Through Service Desk Consolidation
Jul 2009
The service desk is now the primary point of contact between an organization and its employees, business partners, and customers. Now more than ever, organizations are relying on their service...
Provided by BMC Software
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Webcasts
Accelerate Implementation of BMC Remedy ITSM and ITIL Best Practices
Sep 2008
The presenter of this webcast will detail why BMC's Service Management Process Model is critical to a successful rollout of ITIL processes such as incident and change management, and how...
Provided by BMC Software
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Webcasts
ITIL's the Business Perspective
Nov 2005
ITIL released a book entitled Business Perspective: The View on Delivering Services to the Business. This webcast reviews the key elements and messages from the book, and explains how BMC Software...
Provided by BMC Software
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Whitepapers
The Evolved Help Desk
Feb 2008
The traditional help desk is ill prepared to keep pace with ever-evolving business demands and challenges posed by an expanding regulatory climate. In this harried environment, midmarket CIOs need...
Provided by FrontRange Solutions
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Case Studies
Apps Associates: Apps Associates Creates Flexible Workflows for Multiple Clients With MSP-Ready Nimsoft Service Desk
Mar 2011
Due to significant growth, Apps Associates needed a service desk solution that provided a formal ITIL best practices framework, as well as capabilities for managing and tracking SLAs and...
Provided by CA (Computer Associates)
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White Papers
ITIL Heroes' Handbook: ITIL for Those Who Don't Have the Time
May 2008
ITIL was meant for businesses of all sizes small, medium, and large. Today, ITIL is not given a fair chance in SMB market place, mostly dismissed for being complicated and expensive. The ITIL...
Provided by Zoho
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White Papers
TOGAF 9 and ITIL V3
Sep 2009
This paper describes the development of TOGAF (The Open Group Architecture Framework) and ITIL as a background to discussions about the potential overlap in the processes they both describe. It...
Provided by TSO
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White Papers
Incident Management - Do's and Don'ts
Nov 2006
This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service...
Provided by Serio
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Downloads
10+ common questions about SQL Server data types
May 2008
SQL Server has a variety of data types, and as with most things, the more options you have, the more confusing a choice can be. Susan Harkins offers answers to the questions she hears most often...
Provided by Susan Harkins
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Webcasts
Service Desk Express on Force Demo: Easily Deployed IT Service Management for the Mid-Market
Feb 2010
Align IT to business services with easy to use and configure, low cost, rapidly deployed technology using an ITIL compatible SaaS and/or on premise solution. With BMC ServiceDesk Suite one can...
Provided by BMC Software
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White Papers
Aligning ITIL V3 Service Design with TOGAF 9
Jun 2009
In ITIL V3, IT policies and strategies are defined by senior management during the Service Strategy phase of the service lifecycle. These policies may be also be reused during the Preliminary...
Provided by Architecting the Enterprise
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Podcasts
Introducing Office 365 to Your End Users
May 2011
Are people planning on rolling out Microsoft Office 365 to your organization? The people are familiar with the back-end cloud benefits, but how does Office 365 affect your users? In this podcast,...
Provided by Microsoft
-
Webcasts
Improve Operational Effectiveness and Increase Visibility Across the Enterprise With ITSMv7
Sep 2008
This webcast will give an overview of BMC Remedy ITSMv7 and the attendee hear about how remote users can now access BMC Remedy ITSMv7 via a web-based mobile devices enabling them to create,...
Provided by BMC Software
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White Papers
Customizing Altiris Helpdesk for Global Time Zone and SLA Management to Fulfill ITIL Requirements
Sep 2008
With this new functionality available to customers they can truly embrace ITIL requirements around Service Level Management. XCEND and Incit-technology will continue to work together on providing...
Provided by XCEND
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White Papers
Enabling Effective Change Management With an Integrated Change Control Mechanism
Mar 2009
Altering IT systems is a key capability enterprises must possess if they wish to effectively keep pace with an evolving business landscape. Managing this process with the help of a comprehensive,...
Provided by CA
-
Case Studies
BT HP Alliance Delivers Superior Service Management for World's Leading Passenger Transportation Provider - FirstGroup Plc
May 2008
BT and HP wanted to provide FirstGroup with best practices and Information Technology Infrastructure Library-aligned service desk management with measurable service levels. BT and HP provided...
Provided by Hewlett-Packard (HP)
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White Papers
Novell ZENworks Configuration Management SP2: Key Strengths and Features
May 2009
Over the last decade, Novell ZENworks has developed a reputation as one of the industry's most complete and capable solutions for centrally configuring and managing endpoints in complex and...
Provided by Novell
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White Papers
ITIL That Fits Your Business
Aug 2009
A significant percentage of ITIL implementations are simply never completed, after months of training, certification tests, and effort, while it is also common to find that an ITIL implementation...
Provided by EnterpriseWizard
-
White Papers
The Benefits of Change Management
Sep 2009
Implementing a change management system can have many benefits, particularly in terms of improving efficiency and reducing outages and downtime. It also provides a useful audit trail that can save...
Provided by EnterpriseWizard
-
White Papers
Modeling and Management of Service Level Agreements for Digital Video Broadcasting(DVB) Services
Sep 2008
This paper describes a metamodeling strategy of Service Level Agreements for Digital Video Broadcasting services based on Service Level Agreement Language(SLAng). The purpose of the paper is to...
Provided by Springer Science+Business Media
-
White Papers
An Efficient Method for Service Level Agreement Assessment
Jun 2009
On-line end-to-end Service Level Agreement (SLA) monitoring is of key importance nowadays. For this purpose, recent researches have focused on measuring (when possible), or estimating (most of the...
Provided by Technical University of Catalonia
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White Papers
Your Pathway to the Real-Time Enterprise
Jan 2009
Belgacom Explore is an open standards MPLS network based on IP and Ethernet, offering embedded security and top-notch service quality. But Belgacom Explore is more than just a network: it is also...
Provided by Belgacom
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White Papers
Integrating Six Sigma and ITIL for Continual Service Improvement
Jul 2009
The introduction of formal ITIL processes into an organization can be, and normally is, a very time-consuming, expensive and sometimes organizationally exhausting task. Many organizations, upon...
Provided by TSO
-
White Papers
Aligning COBIT 4.1, ITIL V3 and ISO/IEC 27002 for Business Benefit
Oct 2009
This management briefing is the result of a joint study initiated by the UK's Office of Government Commerce and the IT Governance Institute in response to the growing significance of best...
Provided by IT Governance Institute
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White Papers
ITIL V3 and ISO/IEC 20000
Mar 2008
This paper outlines the differences between ITIL V3 and ISO/IEC 20000, from the perspective of each clause in the standard where the core 5 ITIL books either do not cover it or cover it...
Provided by TSO
-
White Papers
ITIL in a Recession
May 2009
As organizations focus on surviving the recession, is this the time to consider adopting industry practices such as ITIL service management? ITIL certainly enables better investment analysis and...
Provided by TSO
-
White Papers
Everything You Wanted to Know About ITIL in Less Than One Thousand Words!
Oct 2007
Primarily, ITIL provides international best practice guidance in IT Service Management. However, ITIL offers more than just guidance; it underpins the foundations of ISO/IEC 20000 (Service...
Provided by TSO
-
White Papers
ECM: Tips for Managing Change Effectively
Nov 2009
Change management planning revolves around a specific, well-defined, measurable, realistic, and achievable project. Managing change starts at the beginning - during the planning stage - and runs...
Provided by Optical Image Technology
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Case Studies
Offshore Oil Engineering Increases Overseas Project Orders by 233%, Saves Tens of Millions in Costs
Nov 2009
Offshore Oil Engineering Co., Ltd. wanted to shorten construction duration while ensuring all project specifications are fulfilled and adopt internationally accepted project management practices...
Provided by Oracle
-
Case Studies
NHS Connecting for Health Transforms Management of Patient Data to Optimize Quality of Service Delivery
Nov 2009
NHS Connecting for Health wanted to build a planning and management architecture for the National Programme for IT (NPfIT), a US$21.05 billion (GB£12.7 billion) multiproject initiative to...
Provided by Oracle
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White Papers
Six Essential Steps to Successful IT Centralisation
Dec 2009
For many organisations, both in the public and the private sector, bringing disparate service desks under the umbrella of a single shared service is now on the agenda. The potential benefits for...
Provided by Sunrise Software
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Webcasts
TechNet Webcast: Navigating the ITIL IT Life Cycle (Part 1 of 5): Service Strategy Phase (Level 200)
Dec 2009
The presenter of this webcast navigates the Information Technology Infrastructure Library (ITIL) IT life cycle, following the five ITIL phases, and provide an introduction and practical guidance...
Provided by Microsoft
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Webcasts
Getting Started: Windows Logo Program Part 1
Dec 2009
The presenter of this webcast takes the attendee through the end-to-end process of qualifying for a logo, including how to access logo program requirements and policies, how to run logo program...
Provided by Microsoft
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Webcasts
Getting Started: Windows Logo Program Part 2
Dec 2009
The presenter of this webcast takes the attendee through the end-to-end process of qualifying for a logo, including how to access logo program requirements and policies, how to run logo program...
Provided by Microsoft
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Webcasts
Windows Logo Program Device Fundamentals Overview
Dec 2009
This webcast explains the purpose of device fundamentals tests, what partners need to be aware of before running these tests, and debugging tips.
Provided by Microsoft
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Webcasts
Winqual Device Metadata Submissions
Dec 2009
The presenter of this webcast walks through the process to submit device metadata on the Windows Quality Online Services (Winqual) site. In addition, the presenter reviews the business rules that...
Provided by Microsoft
-
Webcasts
What~s New in Windows Logo Kit (WLK) 1.5
Dec 2009
This session provides a technical overview of the Windows Logo Kit (WLK) and details the changes implemented in WLK 1.5. This session also discusses the WLK release schedule and the retirement...
Provided by Microsoft
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White Papers
ITIL Version 3 and TeamQuest
Jun 2009
Although V2 was quite successful, there were a number of gaps and the focus was still more technological than business in nature. Many ITIL practitioners and contributors felt that although the...
Provided by TeamQuest
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Whitepapers
Performance-Aware Thermal Management Via Task Scheduling
Apr 2010
High on-chip temperature impairs the processor's reliability and reduces its lifetime. Hardware-level Dynamic Thermal Management (DTM) techniques can effectively constrain the chip temperature,...
Provided by Association for Computing Machinery
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Whitepapers
A Dynamic Energy Managment Scheme for Multi-Tier Data Centers
Sep 2010
Multi-tier data centers have become a norm for hosting modern Internet applications because they provide a flexible, modular, scalable and high performance environment. However, these benefits...
Provided by Institute of Electrical & Electronic Engineers
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Whitepapers
Implementation of Middleware Services Based on the Servers for Applications
May 2012
The Service Level Agreement (SLA) is a document that defines and identifies the various services given by a service provider to its clients. SLA specifies the various metrics such as service...
Provided by International Journal of Advanced Research in Computer Science and Software Engineering (IJARCSSE)
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White Papers
A Service-Level Agreement Approach Towards Termination Analysis of Service-Oriented Systems
Sep 2011
Classical approaches for program analysis as, e.g., termination analysis usually do not take into account modern software approaches such as service-oriented systems or cloud computing. Instead,...
Provided by IARIA
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White Papers
OSLAM: Towards Ontology-Based SLA Management for IPTV Services
Feb 2011
IPTV is emerging as a new service that can be very lucrative for telecommunication service providers. In addition, work is progressing to make IPTV an entertainment platform that can replace...
Provided by Pohang University of Science And Technology
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White Papers
Recommendations for Enterprise Service SLA Guidance in the DoD
Oct 2010
A fundamental concept of the Department of Defense's (DoD's) vision for a net-centric environment includes the establishment of shared services to support the development and operation of Service...
Provided by Institute of Electrical and Electronics Engineers
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White Papers
Towards a Conversational Agent for Contact Centres
Jul 2008
The usability of touch-tone Interactive Voice Response (IVR) systems is dismal. Clients would rather speak to a contact centre agent than navigate through the menu structure found in these...
Provided by Nelson Mandela Metropolitan University
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White Papers
An Autonomic Admission Control Policy for Distributed Web Systems
Jan 2012
This paper tackles the problem of autonomic admission control for web clusters. The main contribution of this paper is the proposal of a new session admission algorithm that self-configures a...
Provided by University of Rome
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Webcasts
How Stratus Guarantees 99.999% SLAs for Managed Services
Jan 2012
In this webcast, the presenter describes about SLAs for managed services. Through this webcast, one can learn how Stratus Mission-Critical Managed services have delivered 100% business capability...
Provided by Stratus Technologies
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White Papers
Not All Microseconds Are Equal: Fine-Grained Per-Flow Measurements With Reference Latency Interpolation
Sep 2010
New applications such as algorithmic trading and high-performance computing require extremely low latency (in microseconds). Network operators today lack sufficient fine-grain measurement tools to...
Provided by Association for Computing Machinery
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Case Studies
Apps Associates: Apps Associates Creates Flexible Workflows for Multiple Clients With MSP-Ready Nimsoft Service Desk
Mar 2011
Due to significant growth, Apps Associates needed a service desk solution that provided a formal ITIL best practices framework, as well as capabilities for managing and tracking SLAs and...
Provided by CA (Computer Associates)
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Case Studies
UTM Solution Selected for Price, Performance, and Reliability
Jul 2009
The Korean Standards Association (KSA) has built its vast expertise over the past 45 years in the fields of standards, ISO certification, and international cooperation through surveys, research,...
Provided by WatchGuard Technologies
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Case Studies
Major Healthcare Organization Improves the Health of Its Network
Jul 2009
North Lincolnshire Primary Care Trust (PCT) and North East Lincolnshire Care Trust Plus (CTP) includes two major hospitals and 58 General Practitioner offices. Northern Lincolnshire Trust...
Provided by WatchGuard Technologies
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Case Studies
Tar Heel Capital: Restaurant Franchisee Case Study
Jul 2009
Tar Heel Capital is a large Wendy's restaurant franchisee with over 75 locations and more than 2800 employees throughout North and South Carolina. Like many quick service restaurant operators, Tar...
Provided by DigitalPersona
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Case Studies
Telecommunications Case Study: Telmex
May 2009
Telmex is the leading telecommunications company in Mexico and the largest private company in Latin America. The Telmex security group was concerned that tokens were being shared and therefore...
Provided by DigitalPersona
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White Papers
Considerations of the SLA Management System
May 2008
As the high-speed Internet access service is disseminated rapidly, subscriber's concern about the Internet access service migrates from the network speed to the service quality. As this trend...
Provided by ETRI Journal
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Podcasts
TechNet Radio: IT Time - Integrating Windows Phone Into Your IT Infrastructure
Apr 2011
Its IT Time and in this podcast, the speaker interviews a Sr. Technical Product Manager with the Windows Phone team. Tune in as they discuss how Windows Phone integrates with a business' IT...
Provided by Microsoft
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Podcasts
TechNet Radio: IT Time - What's Next in System Center 2012
May 2011
It's IT Time and in today's episode, the speakers - -Group Product Manager here at Microsoft. Listen in as they preview the System Center 2012 suite of products and discuss how IT Pros can grapple...
Provided by Microsoft
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Podcasts
Office 365 Jump Start (03): Microsoft Office 365 Administration & Automation Using Windows PowerShell
Jun 2011
The speaker provides a useful update of Office 365 Administration functionality exposed through PowerShell interfaces. This podcast provides insights on User Management, License Assignment,...
Provided by Microsoft
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White Papers
Content-Aware Resolution Sequence Mining for Ticket Routing
Jun 2010
Ticket routing is key to the efficiency of IT problem management. Due to the complexity of many reported problems, problem tickets typically need to be routed among various expert groups, to...
Provided by Arizona State University
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White Papers
Assessing Expertise Awareness in Resolution Networks
May 2010
Problem resolution is a key issue in the IT service industry. A large service provider handles, on daily basis, thousands of tickets that report various types of problems from its customers. The...
Provided by Arizona State University
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Case Studies
Communication Leader Motorola's Global IT Support Is Streamlined by TCS
Mar 2011
With IT becoming the nerve center of global enterprises, ensuring its continuous availability has become a key business imperative. For global communication leader Motorola, the success of its...
Provided by Tata Consultancy Services
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Case Studies
NXP Partners With TCS to Optimize and Drive Innovations in Its Supply Chain IT Operations
Nov 2009
NXP, one of the largest chip makers in the world, has made tremendous strides in its field with technological advances and an ever growing global presence. The economic turbulence in 2008 with the...
Provided by Tata Consultancy Services
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Podcasts
Introducing Office 365 to Your End Users
May 2011
Are people planning on rolling out Microsoft Office 365 to your organization? The people are familiar with the back-end cloud benefits, but how does Office 365 affect your users? In this podcast,...
Provided by Microsoft
-
Podcasts
End User Tips and Tricks for Office 365: Focus on SharePoint Online
May 2011
Are people wondering what Microsoft SharePoint Online is and how it impacts your organization? Are they curious about what role it can play in your employees' productivity experience? Join one for...
Provided by Microsoft
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Podcasts
End User Tips and Tricks for Office 365: Get the Most out of Lync Online
May 2011
Wondering what Microsoft Lync Online is and how it impacts one's organization? Curious about what role it can play in one's employees' productivity experience? Join in for this podcast that is...
Provided by Microsoft
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Podcasts
Navigating the ITIL IT Lifecycle: The Service Operation Phase
Apr 2010
In this podcast series, the speakers navigate the ITIL IT lifecycle, following the five ITIL phases. They also provide an introduction and practical guidance for the goals, inputs, outputs, and...
Provided by Microsoft
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White Papers
Cost-Based Optimization of Service Compositions
Feb 2011
For providers of composite services preventing cases of SLA violations is crucial. Previous work has established runtime adaptation of compositions as a promising tool to achieve SLA conformance....
Provided by Vienna University of Technology
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Whitepapers
The Evolved Help Desk
Feb 2008
The traditional help desk is ill prepared to keep pace with ever-evolving business demands and challenges posed by an expanding regulatory climate. In this harried environment, midmarket CIOs need...
Provided by FrontRange Solutions
-
White Papers
Fuzzy Multi-State Allocation of the Diesel Engine Fuel Supply System
Feb 2009
To reduce the inapplicability of binary state models in system reliability analysis, fuzzy multi-state reliability allocation model is presented in this paper. In the presented model, the fuzzy...
Provided by Dalian University Of Technology
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White Papers
Dynamic Active Probing of Helpdesk Databases
Aug 2008
Helpdesk databases are used to store past interactions between customers and companies to improve customer service quality. One common scenario of using helpdesk database is to find whether...
Provided by Association for Computing Machinery
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White Papers
Entomo-Model: Understanding and Avoiding Performance Anomaly Manifestations
Jun 2010
Subtle implementation errors or mis-configurations in complex Internet services may lead to performance degradations without causing failures. These undiscovered performance anomalies afflict many...
Provided by University of Rochester
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White Papers
A Capacity Planning Process for Performance Assurance of Component-Based Distributed Systems
Jan 2011
For service providers of multi-tiered component-based applications, such as web portals, assuring high performance and availability to their customers without impacting revenue requires effective...
Provided by Association for Computing Machinery
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White Papers
An Efficient and Lightweight Method for Service Level Agreement Assessment
Jun 2010
Traditional approaches to on-line end-to-end Service Level Agreement (SLA) assessment have focused on the estimation of network QoS parameters. These approaches, however, face a trade-off between...
Provided by Reed Elsevier
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Case Studies
CMC Case Study: National Service Desk (NSD)
Mar 2010
Formerly, CMC Mumbai had a call dispatch located in CMC house to handle all customer calls. Call Dispatch had a list of engineers handling the customer locations. All the calls were noted down...
Provided by CMC
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White Papers
SaaS + ITIL + Service Desk = Scalable Success
Sep 2008
The paradigms surrounding the Service Desk, the technology that supports it and service desk management are changing due to the evolution of the technologies and practices surrounding them. The...
Provided by InteQ
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White Papers
When Reality Hits ITIL-Implementations
Jan 2011
Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes...
Provided by ManageEngine
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White Papers
Autonomous Real-Time Navigation for Service Level Agreement in Distributed Information Service System
Jan 2011
In today's aggressive and competitive marketplace, there is substantial need for corporations to incorporate Service Level Agreement (SLA) in their enterprise; and keep user differentiation with...
Provided by Tokyo Institute of Technology
-
Case Studies
Transforming IT Service Management to Support Business Agility, Innovation, and Risk Taking
Jun 2008
Bayview Financial Holdings, L.P. is one of those leaders. One of Bayview's basic tenets is to "Foresee change, and adapt quickly." Innovating, taking risks, and sharing ideas to improve the...
Provided by BMC Software
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Case Studies
Software-as-a-Service Model (SaaS) Delivers Robust ITSM Functionality, Easy Implementation and Real-Time Upgrades at Half the Cost of On-Premise Solution
Jul 2010
No organization in the United States offers more to dog owners than the American Kennel Club (AKC). Founded in 1884, this "club of clubs" is committed to promoting the sport of purebred dogs and...
Provided by BMC Software
-
Webcasts
Service Catalog Value Realization
Dec 2008
A Service Catalog is often considered the starting point for any successful ITIL Service Management initiative. But, if one is already delivering services to the customers without one, so, how...
Provided by BMC Software
-
Webcasts
Improve Operational Effectiveness and Increase Visibility Across the Enterprise With ITSMv7
Sep 2008
This webcast will give an overview of BMC Remedy ITSMv7 and the attendee hear about how remote users can now access BMC Remedy ITSMv7 via a web-based mobile devices enabling them to create,...
Provided by BMC Software
-
Webcasts
Accelerate Implementation of BMC Remedy ITSM and ITIL Best Practices
Sep 2008
The presenter of this webcast will detail why BMC's Service Management Process Model is critical to a successful rollout of ITIL processes such as incident and change management, and how...
Provided by BMC Software
-
White Papers
Customizing Altiris Helpdesk for Global Time Zone and SLA Management to Fulfill ITIL Requirements
Sep 2008
With this new functionality available to customers they can truly embrace ITIL requirements around Service Level Management. XCEND and Incit-technology will continue to work together on providing...
Provided by XCEND
-
White Papers
Enabling Effective Change Management With an Integrated Change Control Mechanism
Mar 2009
Altering IT systems is a key capability enterprises must possess if they wish to effectively keep pace with an evolving business landscape. Managing this process with the help of a comprehensive,...
Provided by CA
-
Case Studies
BT HP Alliance Delivers Superior Service Management for World's Leading Passenger Transportation Provider - FirstGroup Plc
May 2008
BT and HP wanted to provide FirstGroup with best practices and Information Technology Infrastructure Library-aligned service desk management with measurable service levels. BT and HP provided...
Provided by Hewlett-Packard (HP)
-
White Papers
Novell ZENworks Configuration Management SP2: Key Strengths and Features
May 2009
Over the last decade, Novell ZENworks has developed a reputation as one of the industry's most complete and capable solutions for centrally configuring and managing endpoints in complex and...
Provided by Novell
-
White Papers
ITIL That Fits Your Business
Aug 2009
A significant percentage of ITIL implementations are simply never completed, after months of training, certification tests, and effort, while it is also common to find that an ITIL implementation...
Provided by EnterpriseWizard
-
White Papers
The Benefits of Change Management
Sep 2009
Implementing a change management system can have many benefits, particularly in terms of improving efficiency and reducing outages and downtime. It also provides a useful audit trail that can save...
Provided by EnterpriseWizard
-
White Papers
Modeling and Management of Service Level Agreements for Digital Video Broadcasting(DVB) Services
Sep 2008
This paper describes a metamodeling strategy of Service Level Agreements for Digital Video Broadcasting services based on Service Level Agreement Language(SLAng). The purpose of the paper is to...
Provided by Springer Science+Business Media
-
White Papers
An Efficient Method for Service Level Agreement Assessment
Jun 2009
On-line end-to-end Service Level Agreement (SLA) monitoring is of key importance nowadays. For this purpose, recent researches have focused on measuring (when possible), or estimating (most of the...
Provided by Technical University of Catalonia
-
White Papers
Your Pathway to the Real-Time Enterprise
Jan 2009
Belgacom Explore is an open standards MPLS network based on IP and Ethernet, offering embedded security and top-notch service quality. But Belgacom Explore is more than just a network: it is also...
Provided by Belgacom
-
White Papers
TOGAF 9 and ITIL V3
Sep 2009
This paper describes the development of TOGAF (The Open Group Architecture Framework) and ITIL as a background to discussions about the potential overlap in the processes they both describe. It...
Provided by TSO
-
White Papers
Integrating Six Sigma and ITIL for Continual Service Improvement
Jul 2009
The introduction of formal ITIL processes into an organization can be, and normally is, a very time-consuming, expensive and sometimes organizationally exhausting task. Many organizations, upon...
Provided by TSO
-
White Papers
Aligning COBIT 4.1, ITIL V3 and ISO/IEC 27002 for Business Benefit
Oct 2009
This management briefing is the result of a joint study initiated by the UK's Office of Government Commerce and the IT Governance Institute in response to the growing significance of best...
Provided by IT Governance Institute
-
White Papers
ITIL V3 and ISO/IEC 20000
Mar 2008
This paper outlines the differences between ITIL V3 and ISO/IEC 20000, from the perspective of each clause in the standard where the core 5 ITIL books either do not cover it or cover it...
Provided by TSO
-
White Papers
ITIL in a Recession
May 2009
As organizations focus on surviving the recession, is this the time to consider adopting industry practices such as ITIL service management? ITIL certainly enables better investment analysis and...
Provided by TSO
-
White Papers
Everything You Wanted to Know About ITIL in Less Than One Thousand Words!
Oct 2007
Primarily, ITIL provides international best practice guidance in IT Service Management. However, ITIL offers more than just guidance; it underpins the foundations of ISO/IEC 20000 (Service...
Provided by TSO
-
White Papers
ECM: Tips for Managing Change Effectively
Nov 2009
Change management planning revolves around a specific, well-defined, measurable, realistic, and achievable project. Managing change starts at the beginning - during the planning stage - and runs...
Provided by Optical Image Technology
-
Case Studies
Offshore Oil Engineering Increases Overseas Project Orders by 233%, Saves Tens of Millions in Costs
Nov 2009
Offshore Oil Engineering Co., Ltd. wanted to shorten construction duration while ensuring all project specifications are fulfilled and adopt internationally accepted project management practices...
Provided by Oracle
-
Case Studies
NHS Connecting for Health Transforms Management of Patient Data to Optimize Quality of Service Delivery
Nov 2009
NHS Connecting for Health wanted to build a planning and management architecture for the National Programme for IT (NPfIT), a US$21.05 billion (GB£12.7 billion) multiproject initiative to...
Provided by Oracle
-
White Papers
Six Essential Steps to Successful IT Centralisation
Dec 2009
For many organisations, both in the public and the private sector, bringing disparate service desks under the umbrella of a single shared service is now on the agenda. The potential benefits for...
Provided by Sunrise Software
-
Webcasts
TechNet Webcast: Navigating the ITIL IT Life Cycle (Part 1 of 5): Service Strategy Phase (Level 200)
Dec 2009
The presenter of this webcast navigates the Information Technology Infrastructure Library (ITIL) IT life cycle, following the five ITIL phases, and provide an introduction and practical guidance...
Provided by Microsoft
-
Webcasts
Getting Started: Windows Logo Program Part 1
Dec 2009
The presenter of this webcast takes the attendee through the end-to-end process of qualifying for a logo, including how to access logo program requirements and policies, how to run logo program...
Provided by Microsoft
-
Webcasts
Getting Started: Windows Logo Program Part 2
Dec 2009
The presenter of this webcast takes the attendee through the end-to-end process of qualifying for a logo, including how to access logo program requirements and policies, how to run logo program...
Provided by Microsoft
-
Webcasts
Windows Logo Program Device Fundamentals Overview
Dec 2009
This webcast explains the purpose of device fundamentals tests, what partners need to be aware of before running these tests, and debugging tips.
Provided by Microsoft
-
Webcasts
Winqual Device Metadata Submissions
Dec 2009
The presenter of this webcast walks through the process to submit device metadata on the Windows Quality Online Services (Winqual) site. In addition, the presenter reviews the business rules that...
Provided by Microsoft
-
Webcasts
What~s New in Windows Logo Kit (WLK) 1.5
Dec 2009
This session provides a technical overview of the Windows Logo Kit (WLK) and details the changes implemented in WLK 1.5. This session also discusses the WLK release schedule and the retirement...
Provided by Microsoft
-
White Papers
ITIL Version 3 and TeamQuest
Jun 2009
Although V2 was quite successful, there were a number of gaps and the focus was still more technological than business in nature. Many ITIL practitioners and contributors felt that although the...
Provided by TeamQuest
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Webcasts
Avoid the War Room and Missed SLAs: Supercharge Your Nightly Batch Cycle
Nov 2009
The attendee of this webcast will learn key strategies for supercharging the nightly batch cycle with this webcast. The attendee will be able to complete the nightly batch cycle more quickly...
Provided by BMC Software
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Case Studies
Sony Life Improves Business Agility With Centralised Management of Mainframe Software Assets
Sep 2009
The company's mainframe processes insurance premiums and payments for 4.4 million customers every month. To ensure the software underpinning these transactions is up-to-date, Sony Life must be...
Provided by CA
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Webcasts
ITIL Version 3 in the World of Web 2.0
Jan 2010
The Information Technology Infrastructure Library (ITIL) is a best practice framework - providing technology neutral concepts techniques checklists and procedures for managing IT environments....
Provided by Sun Microsystems
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Case Studies
State of Colorado Improves the Quality of Human Services With Efficient IT Management
Jul 2009
Any problems with the department's IT infrastructure would cripple its ability to provide high-quality services to Colorado's citizens. To ensure its IT systems meet the needs of both state and...
Provided by CA
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Case Studies
Generali France Improves Competitive Advantage by Keeping 1,000 Projects on Track With CA Clarity PPM
Jan 2009
To strengthen its competitive position, Generali France embarked on a complex business transformation. To manage the projects and resources associated not only with this transformation but also...
Provided by CA
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Case Studies
Debenhams Reduces Operating Costs With ITIL Best Practice and CA Service Desk Manager
Apr 2009
To maximise sales, Debenhams needs to ensure that any issues with the IT systems used in its stores and distribution centres are resolved quickly. These issues are handled by the company's IT...
Provided by CA
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Case Studies
Cert Octavian Ensures Hundreds of Thousands of Consumer Products Are Delivered on Time With CA Service Desk Manager
Dec 2008
The company's core operations - from taking orders to warehousing and distribution - are reliant on its IT systems. To ensure these systems remain highly available, the company's IT team must be...
Provided by CA
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Case Studies
University of Technology, Sydney Reduces Costs and Improves Services for 32,000 Students With CA Service Desk
Aug 2009
UTS is under pressure to provide exceptional IT resources to its students and staff. This requires highly available systems and responsive IT services. To maintain quality of service while...
Provided by CA
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Case Studies
BASF IT Services Supports 60,000 Users Across the World With CA Service Desk Manager
Oct 2009
With such a large user base and diverse infrastructure to support, BASF IT Services faces a massive service management challenge. The company handles 55,000 incidents, 12,000 changes and 15,000...
Provided by CA
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Case Studies
Australian Maritime Safety Authority Safeguards Its Response to Distress Calls With Improved It Service Desk Performance
Nov 2009
To provide a rapid response to distress calls, the authority needs 24x7 access to its search and rescue systems and shipping data. At the same time as maintaining high levels of system...
Provided by CA
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Case Studies
TechnoMania Boosts Customer Satisfaction With Streamlined Support Services
Jan 2008
Customer satisfaction is a top priority for Lebanese IT distribution and services company TechnoMania. To facilitate its ambitious growth plans, TechnoMania needs to ensure the quality and speed...
Provided by CA
