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(410 results)-
Whitepapers
The Value of ITIL® Certification
Jan 2013
The professional certification industry has grown significantly in conjunction with increased growth of various aspects of the information technology field. The Information Technology...
Provided by Global Knowledge
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Whitepapers
IDC Analyst Whitepaper: Embracing Consumerisation with Confidence
Dec 2011
In this white paper, analyst IDC explores the key converging market dynamics driving the consumerisation of IT. We then examine some of the significant opportunities and challenges that this...
Provided by Trend Micro Australia
-
White Papers
Managed Print Services and Beyond: How You Can Cut Costs and Go Green While Increasing Employee Productivity
Oct 2009
Did you know that print costs typically consume 3% of total revenue for businesses today? For many organizations, this is nearly equivalent to the amount spent on research and development each...
Provided by Ricoh
-
Whitepapers
Marketplace Update: The Next Smart Step in Enterprise IT Evolution
Mar 2013
For decades, corporate IT has been driven by two parallel, though not always complementary, evolutionary trends: 1) the appearance of essentially new computing technologies and form factors, and...
Provided by IBM Australia
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Whitepapers
Best Practices for Establishing SLAs
Dec 2008
There are a lot of drivers for organizations to adopt SLM, including: pressures from the business and external service providers, compliance with regulations, better risk management, improved...
Provided by Compuware
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Whitepapers
Storage system comparison: IBM Storwize V7000 vs. EMC VNX5500
Jun 2012
Organisations must continue to deal with growing data storage requirements, while doing more with less. The growing adoption of storage-as-a-service, business intelligence, and big data results in...
Provided by IBM
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White Papers
Policy and Procedures: Help Desk Service Level Agreement (SLA)
May 2004
Technology support services are provided through the Information Technology Services (ITS) Help Desk unit. This support unit is committed to delivering quality customer service and technical...
Provided by New Jersey City University
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Whitepapers
Help Desk Management: 5 Tips to Increase the Efficiency of Your IT Service Team
Dec 2010
As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide comprehensive and cost effective IT solutions to customers. If dramatic growth...
Provided by ConnectWise
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Whitepapers
The Future of Datacentre Management
Nov 2012
The proliferation of mobile devices that collect and share volumes of increasingly unstructured data led to an explosion in information. Companies lose competitive advantage if their IT fails to...
Provided by IBM Australia
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Whitepapers
The Importance of Service Level Agreements in Outsourcing Contracts
Sep 2005
Effective SLAs are extremely important to ensure effective outsourcing engagements. The metrics used to measure and manage performance to SLA commitments are the heart of a successful agreement...
Provided by Pearson Education
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Whitepapers
Integrated Systems and Streamlined Practices Propel New, Responsive IT organizations
Sep 2012
Enterprise IT leaders must transform their organizations to be responsive to fast-changing business needs. They must focus on enabling business innovations. They know it, and have begun a...
Provided by IBM Australia
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Whitepapers
Building and Operating a Network Operating Center (NOC) and Help Desk
Apr 2012
With so many new technology opportunities in the market today, managed services providers (MSPs) need to be careful not to overlook the importance of delivering exceptional customer service. The...
Provided by ConnectWise
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Whitepapers
SLA Monitoring in the Customer Service Environment: Meeting the Challenges With Operational Business Intelligence
Apr 2009
Putting customer needs in writing via a Service Level Agreement (SLA) can help ensure customer satisfaction, even in the customer service environment. The SLA defines what the company will deliver...
Provided by IBM
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Whitepapers
How to Choose the Best Help Desk Software for Your Small or Midsized Business
Feb 2006
In today's competitive business environment, small and midsized businesses that want to grow and sustain an edge in the market must continually streamline and improve core business practices. In...
Provided by BMC Software
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Whitepapers
Gartner Magic Quadrant for IT Service Support Management Tools
Aug 2012
IT service support management (ITSSM) tools offer a tighter integration of functions that correlates with the activities of the broader IT support organisation. IT service desk tools themselves...
Provided by LANDesk Software, Inc.
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Whitepapers
Combining ITIL and Six Sigma to Improve Information Technology Service Management at General Electric
Oct 2004
ITIL defines the "what" of service management and Six Sigma defines the "how" of quality improvement. Together, they make a great combination for improving the quality of IT service delivery and...
Provided by BMC Software
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eBooks
Cloud for Dummies, IBM Midsize Company Limited Edition
Jan 2012
This book gives mid sized companies insights on what it means to create flexible pools of computing resources that break down silos in your company so you can perform in a smarter & proactive...
Provided by IBM & Intel
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Whitepapers
Why Your Current Service Desk Is Failing Your Business and What To Do About It
Sep 2012
This paper analyses why legacy and even newer platforms are not delivering on business expectations: Top challenges faced by organisations 4 key requirements for a true service management...
Provided by Computer Associates
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Whitepapers
Next Level Service Desk Strategies
Jan 2011
Service Desks today are facing unprecedented challenges. They must support an ever-increasing array of devices and adapt to people's work habits and lifestyles by offering novel channels of...
Provided by Citrix Online
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White Papers
IT Process and Problem/Incident Management
Oct 2005
How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times?...
Provided by iConclude
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Whitepapers
Cloud for Dummies, IBM Midsize Company Limited Edition
Apr 2013
This book gives mid-sized companies insights on what it means to create flexible pools of computing resources that break down silos in your company so you can perform in a smarter and more...
Provided by IBM
-
Whitepapers
Evolution from the Traditional Data Center to Exalogic: An Operational Perspective
Jul 2012
IT organizations are struggling with the need to balance the day-to-day concerns of data center management against the business level requirements to deliver long-term value. This balancing act...
Provided by Oracle
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Whitepapers
The Total Economic Impact™ of VMware ThinApp report (Forrester Research whitepaper)
Sep 2010
In July 2010, VMware commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying ThinApp. The purpose of...
Provided by VMware
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White Papers
Legacy Remote Control Tools: Not Built for Today's Helpdesk
Nov 2011
Explore the challenges of supporting a remote workforce with legacy tools such as RDP™, pcAnywhere™, VPNs and VNC™ and identify best practices you can use to choose helpdesk tools that better...
Provided by LogMeIn
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Research
Connecting Business Drivers To Enterprise Architecture
Jun 2005
EXECUTIVE SUMMARY: Understanding business plans and challenges is essential when starting an enterprise architecture (EA) effort or when taking stock of an existing effort. It is also a necessary...
Provided by Forrester Research
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White Papers
Asset Management, ITIL, and the CMDB: Connecting IT and the Bottom Line
Feb 2006
Get more business from both IT asset management and ITIL processes by having them work together to lower costs, optimize performance, and ensure compliance. See how a configuration management...
Provided by BMC Software
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Downloads
Cloud for Dummies, IBM Midsize Company Limited Edition
Jan 2013
This book gives mid-sized companies insights on what it means to create flexible pools of computing resources that break down silos in your company so you can perform in a smarter & proactive manner.
Provided by IBM
-
Whitepapers
Defining, Modeling & Costing IT Services
Sep 2004
This paper, developed by Pink Elephant - a leader in ITIL best practice education, consulting and conferences - will examine the fundamental steps for defining IT services; Modeling IT services...
Provided by Pink Elephant
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White Papers
Volume Activation Technical Reference Guide
Jul 2009
This reference guide is for information technology (IT) implementers whose organizations are planning deployments of Volume Activation versions of the Windows® 7 and Windows Server® 2008 R2...
Provided by Microsoft
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White Papers
Service Delivery Management: Solutions for Telecom
May 2006
The process of managing service delivery in the telecom sector is becoming increasingly difficult. Oblicore provides service delivery management software and best practices for service level and...
Provided by Oblicore
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White Papers
Managing Risk in Outsourcing: A Guide to Setting SLAs
Aug 2006
Now that one has executed a contract and established the overall legal framework within which the company and the chosen service provider will operate, it's time to define the delivery of the...
Provided by CTQ Media
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Whitepapers
Dimensional Research: Selecting the Correct SaaS-based IT Service
Mar 2013
The advantage your company can achieve by deploying a SaaS-based ITSM solution is entirely dependent on your unique business model, objectives and long-term IT strategy. This white paper examines...
Provided by Hewlett-Packard (HP)
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Whitepapers - Video
BMC Cloud Lifecycle Management
Jan 2012
BMC offers a complete solution for establishing and enabling a cloud environment, including a service catalog that defines service offerings, a self-service portal for procuring resources and...
Provided by BMC Software
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White Papers
IT Service Management - A Roadmap for Success
Jan 2008
Information Technology Service Management (ITSM) is a set of specialized organizational capabilities for providing value to customers in the form of services. It generally covers the "Back office"...
Provided by EquaTerra
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Whitepapers
Business Value of Software Quality
Dec 2004
Software quality should not be considered an optional luxury. In fact, successful software development organizations find that a commitment to high quality speeds development, reduces costs and...
Provided by IBM
-
White Papers
The Customer Loyalty Playbook: 4 Steps to Build Loyal, High-Value Customers
Oct 2010
Loyal customers are your company's most valuable asset. While many organizations have struggled in these challenging economic times, companies that have tapped into the long-term loyalty of their...
Provided by Oracle
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Research
Step By Step: A Template for Marketing IT to the Business
May 2006
Many IT organizations are just beginning the journey toward more effectively marketing IT to their business constituents. But what is the right step-by-step approach to use to jump-start their...
Provided by Forrester Research
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Whitepapers
Integrated Systems and Streamlined Practices Propel New, Responsive IT Organizations
Mar 2013
Enterprise IT leaders must transform their organizations to be responsive to fast-changing business needs. They must focus on enabling business innovations. They know it, and have begun a...
Provided by IBM
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White Papers
How to Set Up Successful SLAs
Mar 2006
The Service Level Agreement (SLA) is one of the most critical parts - if not the key element - of IT Service Management. But as important as they are, they also can be complicated to set up. And...
Provided by Jupitermedia
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Case Studies
British Telecom Takes Control of Amdocs CRM Data Growth to Maintain Service Level Agreements
Apr 2010
British Telecom (BT) wanted to resolve data growth issues affecting British Telecom's mission-critical CRM application. Remove the backlog of closed cases and improve the management of new cases...
Provided by IBM
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Whitepapers
Dimensional Research: Customers Share Real-World Benefits from HP Business Service Management Solutions
Apr 2013
This overview of HP System Management, formerly Operations Center, details a solution that consolidates and correlates fault and performance events across your entire physical and virtual IT...
Provided by Hewlett-Packard (HP)
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Whitepapers
Manage IT services efficiently. Serve business effectively.
Apr 2013
Many organizations are now moving parts of their IT infrastructure to the Cloud. However, managing these resources within a comprehensive management framework is still essential. And the...
Provided by Hewlett-Packard (HP)
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Whitepapers
Gartner Magic Quadrant for IT Service Support Management Tools
Aug 2012
IT service support management (ITSSM) tools offer a tighter integration of functions that correlates with the activities of the broader IT support organisation. IT service desk tools themselves...
Provided by LANDesk Software, Inc.
-
Whitepapers
Cloud for Dummies, IBM Midsize Company Limited Edition
Apr 2013
This book gives mid-sized companies insights on what it means to create flexible pools of computing resources that break down silos in your company so you can perform in a smarter and more...
Provided by IBM
-
Whitepapers
Profit-Aware DVFS Enabled Resource Management of IaaS Cloud
Mar 2013
Power consumption of IaaS Cloud is growing at a rapid pace during the last decade. This leads to high operational and maintenance cost, and also reducing the profit margin of IaaS Cloud providers....
Provided by University of Electronic Science and Technology
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Whitepapers
Dynamic Routing of Connections With Known Duration in WDM Networks
Oct 2009
Recently, new solutions for automatized management in optical networks promise to allow customers to specify on-demand the terms of the Service Level Agreement (SLA) to be guaranteed by the...
Provided by Institute of Electrical & Electronic Engineers
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Whitepapers
THEMIS: A Mutually Verifiable Billing System for the Cloud Computing Environment
Jan 2012
With the widespread adoption of cloud computing, the ability to record and account for the usage of cloud resources in a credible and verifiable way has become critical for cloud service providers...
Provided by Institute of Electrical & Electronic Engineers
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Whitepapers
A Solution to Optimize the Resources Present in the Cloud via Green Cloud Meeting Service Level Agreement
Jan 2013
The Green cloud meeting the SLA (Service Level Agreement) in cloud computing presents an interesting and economical solution for optimizing the resources present in the cloud. The idea of this...
Provided by International Journal of Computer Applications
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Whitepapers
QoS in Node-Disjoint Routing for Ad Hoc Networks
Feb 2008
Ad-hoc NETwork (MANET) is a collection of mobile nodes that can communicate with each other without using any fixed infrastructure. To support multimedia applications such as video and voice...
Provided by Scientific Research
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Whitepapers
Reliability Evaluation Model for Composite Web Services
Apr 2010
Web services are the new innovation in this era. Because of the cross-platform and language independent nature of the web services, it is getting accepted by the various industries. Revolution in...
Provided by Academy & Industry Research Collaboration Center
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Whitepapers
Integrated Systems and Streamlined Practices Propel New, Responsive IT Organizations
Mar 2013
Enterprise IT leaders must transform their organizations to be responsive to fast-changing business needs. They must focus on enabling business innovations. They know it, and have begun a...
Provided by IBM
-
Whitepapers
Dimensional Research: Selecting the Correct SaaS-based IT Service
Mar 2013
The advantage your company can achieve by deploying a SaaS-based ITSM solution is entirely dependent on your unique business model, objectives and long-term IT strategy. This white paper examines...
Provided by Hewlett-Packard (HP)
-
Whitepapers
Incorporating Trust in Network Virtualization
Sep 2010
In this paper, the authors propose a trust management framework for network virtualization environments. The proposed framework helps distinguish among the infrastructure providers based on their...
Provided by Institute of Electrical & Electronic Engineers
-
Whitepapers
Evolution from the Traditional Data Center to Exalogic: An Operational Perspective
Jul 2012
IT organizations are struggling with the need to balance the day-to-day concerns of data center management against the business level requirements to deliver long-term value. This balancing act...
Provided by Oracle
-
Whitepapers
The Future of Datacentre Management
Nov 2012
The proliferation of mobile devices that collect and share volumes of increasingly unstructured data led to an explosion in information. Companies lose competitive advantage if their IT fails to...
Provided by IBM Australia
-
Whitepapers
Marketplace Update: The Next Smart Step in Enterprise IT Evolution
Mar 2013
For decades, corporate IT has been driven by two parallel, though not always complementary, evolutionary trends: 1) the appearance of essentially new computing technologies and form factors, and...
Provided by IBM Australia
-
Whitepapers
Integrated Systems and Streamlined Practices Propel New, Responsive IT organizations
Sep 2012
Enterprise IT leaders must transform their organizations to be responsive to fast-changing business needs. They must focus on enabling business innovations. They know it, and have begun a...
Provided by IBM Australia
-
Whitepapers
Fair Scheduling of Dynamically Provisioned WDM Connections With Differentiated Signal Quality
May 2012
Emerging, on-demand applications (e.g., Interactive video, ultra-high definition TV, backup storage and grid computing) are gaining momentum and are becoming increasingly important. Given the high...
Provided by KTH Royal Institute of Technology
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Whitepapers
Why Your Current Service Desk Is Failing Your Business and What To Do About It
Sep 2012
This paper analyses why legacy and even newer platforms are not delivering on business expectations: Top challenges faced by organisations 4 key requirements for a true service management...
Provided by Computer Associates
-
Whitepapers
Verifying Cloud Service Level Agreement
Nov 2012
In this paper the authors study the important issue of verifying Service Level Agreement (SLA) in a semi-trusted (or untrusted) cloud. Cloud computing services promise elastic computing and...
Provided by Institute of Electrical & Electronic Engineers
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Whitepapers
Gartner Magic Quadrant for IT Service Support Management Tools
Aug 2012
IT service support management (ITSSM) tools offer a tighter integration of functions that correlates with the activities of the broader IT support organisation. IT service desk tools themselves...
Provided by LANDesk Software, Inc.
-
Whitepapers
Optimizing Microsoft Exchange in the Enterprise: Optimizing the Mailbox Server Role and the Client Access Server
Jan 2013
In this white paper, we first explore key Microsoft Exchange 2010 features: the Mailbox Server Role and Client Access Server (CAS). Through configuration of Exchange databases, resource mailboxes,...
Provided by Global Knowledge
-
Whitepapers
The Value of ITIL® Certification
Jan 2013
The professional certification industry has grown significantly in conjunction with increased growth of various aspects of the information technology field. The Information Technology...
Provided by Global Knowledge
-
Downloads
Cloud for Dummies, IBM Midsize Company Limited Edition
Jan 2013
This book gives mid-sized companies insights on what it means to create flexible pools of computing resources that break down silos in your company so you can perform in a smarter & proactive manner.
Provided by IBM
-
Whitepapers
A Coordinator for Scaling Elastic Applications Across Multiple Clouds
Mar 2012
Cloud computing allows customers to dynamically scale their applications, software platforms, and hardware infrastructures according to negotiated Service Level Agreements (SLAs). However,...
Provided by University of Medicine and Pharmacy
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Whitepapers
The Total Economic Impact of Dell's Toad for Oracle Solutions
Sep 2012
You’ve probably heard that Toad® for Oracle can make your job easier – whether you’re a developer, DBA or manager. But in this economy, you have to make a strong case to get the tools you want. A...
Provided by Quest Software, now a part of Dell
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Whitepapers
IDC Analyst Whitepaper: Embracing Consumerisation with Confidence
Dec 2011
In this white paper, analyst IDC explores the key converging market dynamics driving the consumerisation of IT. We then examine some of the significant opportunities and challenges that this...
Provided by Trend Micro Australia
-
Whitepapers
IBM Application Management Services for Microsoft
Jan 2013
IBM provides comprehensive application management services for Microsoft applications, helping organizations reduce costs while improving application availability and performance.
Provided by IBM
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Whitepapers
Microsoft Dynamics CRM solutions from IBM: Power your productivity
Jan 2013
IBM provides consulting, implementation and application management services for Microsoft Dynamics CRM, a comprehensive solution that helps midsize and larger organizations easily create and...
Provided by IBM
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Whitepapers
Microsoft Dynamics AX solutions from IBM Powerful, agile and simple enterprise resource planning
Jan 2013
IBM provides consulting, implementation and application management services for Microsoft Dynamics AX, a comprehensive ERP solution for midsize and larger organizations that empowers people to...
Provided by IBM
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Podcasts
What's New in VMware vSphere Part 8: Control of Application SLAs
Jan 2012
In this podcast, the speakers explain about the new features in vCenter Server 4.0. The speakers also explain that vCenter Server 4.0 improving the virtualization management and give one increased...
Provided by VMW Games
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Whitepapers
Average Delay SLAs in Cloud Computing
May 2012
In this paper, the authors conduct feasibility studies on the average delay space for Cloud computing, and they propose a heuristic method to control the vector of average delays, subject to...
Provided by University of Miami School of Business Administration
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Whitepapers
Economical and Robust Provisioning of N-Tier Cloud Workloads: A Multi-Level Control Approach
Mar 2011
Resource provisioning for N-tier web applications in Clouds is non-trivial due to at least two reasons. First, there is an inherent optimization conflict between cost of resources and Service...
Provided by Georgia Institute of Technology
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Whitepapers
QoS4WSC: A Framework for Web Services Composition Based on QoS Constraints
Aug 2012
Web Services Composition (WSC) is a paradigm for enabling application integration within and across organizational boundaries. Nowadays, the main challenges of WSC in environment like Internet are...
Provided by Machine Intelligence Research Labs (MIR Labs)
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Whitepapers
SLA Business Management Based on Key Performance Indicators
Jul 2012
It is increasingly important that Service Level Agreements (SLAs) are taken into account when business processes are exposed as services in a Service Oriented Architecture. SLAs define expected...
Provided by International Association of Engineers
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Whitepapers
Combine global expertise with local resources to have your needs met your way
Mar 2012
To keep your IT environment running at peak performance at all times, HP Lifecycle Event Services provide expert advice and reliable technical support that is personalized to your needs and priced...
Provided by Hewlett-Packard (HP)
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Whitepapers
Cryptographic Modeling in Service Level Agreement
Jun 2012
Supporting business services through Electronic Service Delivery System (ESDS) as part of Service Oriented Architectures (SOA) involves business performance monitoring requirements, and their...
Provided by INTERNATIONAL JOURNAL OF ENGINEERING SCIENCE & ADVANCED TECHNOLOGY
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Whitepapers
A TWS3CDM Based Marking Policy in DiffServ Networks
Apr 2012
Previous marking policy for the AF service of TCP traffic in the Diffserv network has no sufficient consideration on the effect of RTT and target rate of TCP connections. In this paper, in order...
Provided by Science and Development Network (SciDev.Net)
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Whitepapers
Solving the Multi-Dimensional Multi-Choice Knapsack Problem With the Help of Ants
Sep 2010
In this paper, the authors have proposed two novel algorithms based on Ant Colony Optimization (ACO) for finding near-optimal solutions for the Multi-dimensional Multi-choice Knapsack Problem...
Provided by Springer Healthcare
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Whitepapers
A Novel ACO Technique for Fast and Near Optimal Solutions for the Multi-Dimensional Multi-Choice Knapsack Problem
Dec 2010
In this paper, the authors have proposed a novel algorithm based on Ant Colony Optimization (ACO) for finding near-optimal solutions for the Multi-dimensional Multi-choice Knapsack Problem (MMKP)....
Provided by Institute of Electrical & Electronic Engineers
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White Papers
The Social Customer Engagement Index
Jul 2011
Companies are turning to social channels to engage with customers and prospects and build better, longer relationships with them. And, as organizations adopt social tools and strategies to engage...
Provided by SAP
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White Papers
Virtual Mainframe: Rehost Development
Sep 2011
The reliability and security of mainframe environments have made rehosting development the natural choice for mission-critical business applications. With the majority of mainframe processing...
Provided by Micro Focus
-
Whitepapers
The Value of ITIL® Certification
Jan 2013
The professional certification industry has grown significantly in conjunction with increased growth of various aspects of the information technology field. The Information Technology...
Provided by Global Knowledge
-
Downloads
Cloud for Dummies, IBM Midsize Company Limited Edition
Jan 2013
This book gives mid-sized companies insights on what it means to create flexible pools of computing resources that break down silos in your company so you can perform in a smarter & proactive manner.
Provided by IBM
-
White Papers
Managed Print Services and Beyond: How You Can Cut Costs and Go Green While Increasing Employee Productivity
Oct 2009
Did you know that print costs typically consume 3% of total revenue for businesses today? For many organizations, this is nearly equivalent to the amount spent on research and development each...
Provided by Ricoh
-
White Papers
Cloud Strategy Brief
May 2011
An IT Value Transformation Road Map from the IT Process Institute. Presents a virtualization and private-cloud-centric model for IT value transformation. The road map outlines what is needed to...
Provided by CDW & VMware
-
Whitepapers
Cloud for Dummies, IBM Midsize Company Limited Edition
Apr 2013
This book gives mid-sized companies insights on what it means to create flexible pools of computing resources that break down silos in your company so you can perform in a smarter and more...
Provided by IBM
-
Whitepapers
Best Practices for Establishing SLAs
Dec 2008
There are a lot of drivers for organizations to adopt SLM, including: pressures from the business and external service providers, compliance with regulations, better risk management, improved...
Provided by Compuware
-
Whitepapers
EMC Celerra Version 5.6 Technical Primer: SLA-Driven Replication With Celerra Replicator (V2) - Technology Concepts and Business Considerations
Jul 2008
This white paper is an overview of the new SL4-driven Celerra Replicator (V2) feature available in EMC Celerra version 5.6- The intent of this paper is to familiarize the audience with the...
Provided by EMC
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White Papers
Services Oriented Storage
Aug 2008
Connecting IT with business has been the mantra of IT organizations for many years. However, reality often finds the data center mired in redundancies and the proliferation of monolithic...
Provided by Hitachi Data Systems
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Case Studies
KBC Utilizes HP Software's Open Architecture to Streamline Merger - Achieves Avoidance of 78 FTEs and 456% ROI
Nov 2007
Having fully integrated IT was a top priority for the new KBC organization. After the 1998 merger, the company had to consolidate three separate IT organizations, integrating a myriad of...
Provided by Hewlett-Packard (HP)
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White Papers
HR Shared Services: A Fresh Look
Jun 2009
Get an updated look at human resources shared services by BusinessWeek Research. The overall premise is that in the current economic milieu, the payoff from shared services only continues to grow.
Provided by SAP
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Case Studies
Business Services Provider Boosts SLA Compliance
Jan 2009
Gerard Imhoff, the company's Corporate Vice President and Director of Global Infrastructure Services wanted to improve their ability to meet service levels and customer expectations and reduce...
Provided by Hewlett-Packard (HP)
-
Whitepapers
SLA Monitoring in the Customer Service Environment: Meeting the Challenges With Operational Business Intelligence
Apr 2009
Putting customer needs in writing via a Service Level Agreement (SLA) can help ensure customer satisfaction, even in the customer service environment. The SLA defines what the company will deliver...
Provided by IBM
-
Whitepapers
Above and Beyond Change Management
Feb 2002
In this paper, five main design questions are introduced for Change Management that are not (directly) addressed by ITIL. For every question a proposed solution is described that is based on best...
Provided by Hewlett-Packard (HP)
-
Whitepapers
Business Value of Software Quality
Dec 2004
Software quality should not be considered an optional luxury. In fact, successful software development organizations find that a commitment to high quality speeds development, reduces costs and...
Provided by IBM
-
Whitepapers
Combining ITIL and Six Sigma to Improve Information Technology Service Management at General Electric
Oct 2004
ITIL defines the "what" of service management and Six Sigma defines the "how" of quality improvement. Together, they make a great combination for improving the quality of IT service delivery and...
Provided by BMC Software
-
Case Studies
HP Software Resolves End-User Problems at Major Turkish Telecommunications Company
Jun 2009
Turkcell wanted to monitor real-user experience, identify the cause of problems quickly and improve the availability and performance of business-critical applications. Turkcell realised it could...
Provided by Hewlett-Packard (HP)
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Case Studies
Swisscom Replaces Paper Process With Dashboard to Monitor SLAs for 200 Systems
Jul 2009
Switzerland's leading telecommunications provider Swisscom wanted a cost-effective dashboard tool to help its employees to monitor compliance issues with Service Level Agreements (SLAs) without...
Provided by Microsoft
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Whitepapers
Mainframe Rehosting With Oracle Tuxedo: Accelerating Cost Reduction and Application Modernization
Mar 2009
Find out how mainframe rehosting lets IT professionals spend more time and money on development rather than on maintaining aging systems. This free whitepaper explains how you can unlock the value...
Provided by Oracle
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Webcasts
What's New in BMC Service Level Management 7.5
May 2009
Establishing service targets and measuring performance against those targets is the first step in creating an IT culture of continual improvement. The attendee will learn how BMC's service level...
Provided by BMC Software
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White Papers
Setting the record straight: SAN defrag is vital to storage performance.
Aug 2009
Data volumes continue to grow. More companies are consolidating and virtualizing their IT infrastructures and far more demand is placed on storage performance. But one aspect that often gets...
Provided by Condusiv Technologies
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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
Why You Should Take a Holistic Approach to ITIL and Service Support
Feb 2009
Many IT organizations are turning to the IT Infrastructure Library (ITIL) for guidance in getting the most value from IT service management processes. Process integration is one of the central...
Provided by BMC Software
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White Papers
Five Ways That Service Optimization Improves Mainframe Staff Productivity
May 2009
An online shopping network saved more than 200 labor hours a day, seven days a week, of mostly developer and senior-level system administrator time - saving $1.8 million in the first year alone on...
Provided by BMC Software
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White Papers
Legacy Tools: Not Built for Today's Helpdesk
Jan 2009
Today's mobile workforce can help drive efficiency and boost the bottom line for your organization. However, it is essential that the helpdesk have the right tools to support a widespread employee...
Provided by LogMeIn
-
Case Studies
Customer Video: Siemens
Aug 2009
Siemens is one of the largest technology companies with six major business divisions. They chose DB2 and SAP for scalability, performance, increased savings, and lower TCO.
Provided by IBM
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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
CSAT - Gauging Success of Customer Relationships
Jul 2008
Industry experts repeatedly emphasize that mining an existing customer delivers significantly higher RoI than acquiring a new customer, but are companies listening? There are several approaches to...
Provided by Prayag Consulting
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White Papers
IP SLAs - Multioperation Scheduling of IP SLAs Operations
Nov 2008
This paper describes how to schedule multiple operations at once using the Cisco IOS IP Service Level Agreements (SLAs) group-scheduling feature. Cisco IOS IP SLAs allows one to analyze IP service...
Provided by Cisco Systems
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White Papers
Next-Generation Service Level Management
May 2009
All of them recognize that IT services are essential to virtually every business today, whether they are provided by an in-house IT organization or outsourced to a service provider. In most...
Provided by Novell
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Whitepapers
Gain Competitive Advantage Through IT Operational Excellence: Reducing Costs to Drive Investment in Innovation
May 2009
Today's economic downturn is putting unprecedented stress on enterprises' IT organizations. Budgets are routinely cut. Workforces are constantly reduced. And cost-containment strategies are...
Provided by Hewlett-Packard (HP)
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White Papers
Composite Application Management: Bridging the IT Visibility Gap in Complex Composite Applications
Nov 2008
As more and more IT shops deploy multitier middleware platforms and frameworks for the delivery of business-critical application services, they are expecting to garner the benefits of the...
Provided by Oracle
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White Papers
Oracle WebLogic Suite 11g Technical
Jun 2009
Businesses want to minimize the cost of running business-critical applications, deliver new products and services at light speed for competitive advantage, and cope with ever-increasing customer...
Provided by Oracle
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White Papers
Enabling the Windows Optimized Desktop through Windows 7 Enterprise and Windows Server 2008 R2
Sep 2009
There is more pressure than ever on information technology (IT) departments to deliver business value, despite the challenges of shrinking budgets, rapidly changing technologies, and increasing...
Provided by Dell
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White Papers
Oracle Business Brief - Keeping hold of your customers, especially in tough economic conditions
Sep 2009
You know as much as anyone about the challenges faced by midsize organizations. There are always competitors with deeper pockets, customers demanding more for less, and suppliers giving...
Provided by Oracle
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Whitepapers
Justifying SQL Server Management Tools in a Down Economy
Oct 2009
These days, it's tough being part of an IT organization. Your budget's being slashed due to the downturn in the economy, but you're being told to keep service levels high. How do you balance a...
Provided by Quest Software, now a part of Dell
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Whitepapers
Collaboration, Service innovation and Creduction: Lotus and websphere portal software for telecommunications service providers
Jul 2009
In recent years, the telecommunications landscape has shifted dramatically. And the changes continue to rush in from all directions. New players taking advantage of the global Internet are...
Provided by IBM
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Case Studies
infinitas Learning Increases Customer Satisfaction and Reduces Support Costs
Oct 2009
infinitas learning wanted to facilitate the successful application of a new business model - the supply of digital content to students - through digital supply chain management and governance and...
Provided by Oracle
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White Papers
Towards a Meta-Negotiation Architecture for SLA-Aware Grid Services
Nov 2008
In novel market-oriented resource sharing models resource consumers pay for the resource usage and expect that non-functional requirements for the application execution, termed as Quality of...
Provided by Vienna University of Technology
