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(405 results)-
White Papers
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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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
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White Papers
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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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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White Papers
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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White Papers
Best Practices for Service Management: 5 Ways to Increase Client Satisfaction and Profits
Dec 2010
The successful Information Technology (IT ) services business depends on satisfying customer needs. However, to be competitive and achieve long-term success, it is critical for any service-based...
Provided by ConnectWise
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White Papers
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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White Papers
Service Level Agreement in the Data Center
Apr 2002
Aside from being able to deliver highly available, reliably performing systems, just being able to deliver your promise is key to success. This is why an effective and efficient Service Level...
Provided by Sun Microsystems
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White Papers
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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White Papers
Gartner Analyst Report: "CMDB or Configuration Database: Know the Difference"
Mar 2006
With all vendors offering a configuration management database strategy and few offering true CMDB capability, it is critical to know the difference between a CMDB and a configuration database....
Provided by IBM
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White Papers
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
Adding Networks to Integrated Service Management
Apr 2012
Integrated Services Management, or ISM, is a major evolutionary force guiding management technology and practice progress in enterprises today. The implications of ISM are broad, but the essence...
Provided by IBM
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White Papers
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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White Papers
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
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White Papers
The Service Catalog: An Essential Building Block for ITIL
Dec 2004
The ITIL framework advocates that IT organizations use a service catalog to document and communicate standard IT services. Centrata’s service catalog is an enterprise-level solution used to...
Provided by Centrata
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White Papers
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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White Papers
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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White Papers
Mastering Problem Management
Aug 2010
There are several approaches to take that prevent Problem Management failure, including a thorough understanding of how Incident and Problem Management affect each other. If IT organization...
Provided by Global Knowledge
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White Papers
Capacity Planning Tool for Streaming Media Services
Oct 2003
The goal of the capacity planning tool proposed in this paper is to provide the best cost/performance configuration for support of a known media service workload. There are two essential...
Provided by Hewlett-Packard (HP)
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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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e-Books
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
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Webcasts
Building Effective & Auditable ITIL Change Management Processes in 4 Steps: Phases 3-4 of the Visible Ops Methodology
Oct 2004
Join this webcast to gain information on the Visible Ops Methodology. Also discusses how to build an enforceable change management process that curbs the number of unplanned changes and helps...
Provided by Tripwire
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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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Tools & Templates
See how easy it is to update—or completely reinvent—your web site today
Dec 2009
Your web site is often a customer's first impression of your business. What is yours saying about you? If your current site isn't helping you attract and interest customers, help is close at...
Provided by Microsoft
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White Papers
IDC Whitepaper - Quantify the Business Benefits of ITSM
Jan 2005
The Benefits of IT Management with HP IDC explains how the HP OpenView Service Desk solution generates significant cost savings and improves IT staff productivity and efficiency.
Provided by Hewlett-Packard (HP)
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Webcasts
HP OpenView Network Node Manager 7.5 and Invoq AlarmPoint
Apr 2006
This webcast discusses the requirements of Service Level Management, the definition of Service Level Agreements, the monitoring of the defined services, and the critical role that OpenView plays...
Provided by Hewlett-Packard (HP)
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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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White Papers
Strengthen your business with cloud computing—delivering greater resiliency and a more globally accessible environment
Mar 2011
On the horizon: cloud computing Predicted to transform IT over the next decade, cloud computing is an emergingtrend that provides rapid access to dynamically scalable and virtualized ITresources....
Provided by IBM
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White Papers
The Value of Smarter Data Center Services (IDC analyst paper)
Aug 2011
While recent emphasis has been on consolidation and cost reduction, IT organizations looking to the future are developing streamlined processes and improved time-to-market. Read this white paper...
Provided by IBM
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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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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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White Papers
Improve Service Levels With Meaningful Measurement
Aug 2006
Measuring service levels is one of the most important aspects of Service-Level Management (SLM). If one cannot accurately measure service levels, one will never be able to improve them. Managing...
Provided by Nelson Publishing
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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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White Papers
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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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
Self-Scaling the Cloud to Meet Service Level Agreements
Jul 2011
Cloud computing raises many issues about Virtualization and Service-Oriented Architecture (SOA). Topics to be addressed regarding services in Cloud computing environment include...
Provided by IARIA
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White Papers
Exploiting Multichannel Diversity in Spectrum Sharing Systems Using Optimal Stopping Rule
Apr 2012
This paper studies the problem of exploiting multichannel diversity in a spectrum sharing system, where the Secondary User (SU) sequentially explores channel state information on the licensed...
Provided by ETRI Journal
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White Papers
Analysis of Shared Memory Priority Queues With Two Discard Levels
Aug 2007
Two-rate SLAs become increasingly popular in today's Internet, allowing a customer to save money by paying one price for committed traffic and a much lower price for additional traffic that is not...
Provided by Institute of Electrical and Electronics Engineers
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White Papers
Apply Storage Innovations to Create a Competitive Advantage
May 2012
Learn how businesses can use advanced storage technologies, such as thin provisioning, deduplication and autotiering, to create a competitive advantage by speeding the delivery of IT services to...
Provided by Hewlett-Packard (HP) & Intel
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White Papers
Microsoft Dynamics CRM solutions from IBM
Apr 2012
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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White Papers
A Manageability Infrastructure for the Monitoring of Web Service Compositions
Jun 2008
The management of web service composition, where the employed atomic web services as well as the compositions themselves are offered on basis of Service Level Agreements (SLA), implies new...
Provided by Karlsruhe Institute of Technology (KIT)
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White Papers
A Framework for Multi-Level SLA Management
Sep 2010
Service-Oriented Architectures (SOA) represent an architectural shift for building business applications based on loosely-coupled services. In a multi-layered SOA environment the exact conditions...
Provided by Springer Science+Business Media
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White Papers
Adding Networks to Integrated Service Management
Apr 2012
Integrated Services Management, or ISM, is a major evolutionary force guiding management technology and practice progress in enterprises today. The implications of ISM are broad, but the essence...
Provided by IBM
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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
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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White Papers
The Value of Smarter Datacenter Services
Apr 2012
This paper provides an overview of how IT organizations can optimize across the entire life cycle of their datacenters and build a strong foundation for future IT operations. Opportunities for...
Provided by IBM
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White Papers
SLA-Based Complementary Approach for Network Intrusion Detection
Apr 2011
Enhancing the intrusion detection system is essential to maintain user confidence in network services security. However, the threat of intruders on Internet services is prevalent. This paper...
Provided by Reed Elsevier
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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
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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White Papers
Self-Through Self-Learning: Overload Control for Distributed Web Systems
Jan 2012
Overload control is a challenging problem for web-based applications, which are often prone to unexpected surges of traffic. Existing solutions are still far from guaranteeing the necessary...
Provided by University of Rome
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White Papers
Model-Driven Coordinated Management of Data Centers
Sep 2010
Management of computing infrastructure in data centers is an important and challenging problem that needs to: ensure availability of services conforming to the Service Level Agreements (SLAs); and...
Provided by Reed Elsevier
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White Papers
IGP Link Weight Assignment for Operational Tier-1 Backbones
Jul 2006
Intra-domain routing protocols, such as IS-IS or OSPF, associate a weight (or cost) with each link to compute traffic routes. Proposed methods for selecting link weights largely ignore two...
Provided by Intel
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White Papers
Prediction Models for Long-Term Internet Prefix Availability
Oct 2010
The Border Gateway Protocol (BGP) maintains inter-domain routing information by announcing and withdrawing IP prefixes. These routing updates can cause prefixes to be unreachable for periods of...
Provided by Reed Elsevier
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White Papers
Interval Availability Estimation for Protected Connections in Optical Networks
Aug 2010
Routing and wavelength assignment under availability constraints has been extensively researched recently. Availability (or more precisely, steady-state availability) can be defined as the average...
Provided by Reed Elsevier
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White Papers
A QoS Control Approach in Differentiated Web Caching Service
Jan 2011
As the heterogeneity of Web clients increasing, the differentiated service becomes an important issue especially for e-commerce Web site. Web caching as a key accelerator on the Internet plays an...
Provided by Academy Publisher
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White Papers
PCE-Based Service Level Agreement Constraint Routing Strategy in Multi-Domain Optical Network
Nov 2009
The authors developed a framework for constraint routing in multi-domain optical network which combines PCE with service plane. With the distributed routing computation characteristic of PCE and...
Provided by Institute of Electrical and Electronics Engineers
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e-Books
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
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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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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
Semantic Analysis of Energy Consumption for Estimating SLA Violation With Virtual Machine Provisioning Schema Using DVFS
Nov 2011
Energy consumption is one of the major expense in IT industry which has attracted the attentions of various data centers which deploys huge quantity of power supply. So attempt to reduce energy...
Provided by International Journal of Computer Science Issues
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White Papers
Cloud Software Upgrades: Challenges and Opportunities
Jun 2011
The fast evolution pace for cloud computing software is on a collision course with the authors' growing reliance on cloud computing. On one hand, cloud software must have the agility to evolve...
Provided by University of California
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White Papers
Microsoft Dynamics AX solutions from IBM Powerful, agile and simple enterprise resource planning
Jan 2012
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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White Papers
Distributed Sampling for On-line SLA Assessment
Jun 2008
New business infrastructures over the Internet pose a new set of traffic constraints. In particular, multimedia and interactive contents require guarantees of bandwidth and delivery time. The...
Provided by Universitat Politecnica de Catalunya
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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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White Papers
Using Cloud Standards for Interoperability of Cloud Frameworks
Apr 2010
Today's need for Open Frameworks, especially in the Cloud community, demands for standards. These standards are needed to ensure portability, interoperability and integration of Cloud sites. This...
Provided by SAP Research
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White Papers
A New NSIS Application for LSP Setup With Security Features
Feb 2010
Connection-oriented path setup is becoming one of the key features of the next-generation Internet with the Multi-Protocol Label Switched (MPLS) framework and its generalized version GMPLS...
Provided by Technische Universität Braunschweig
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Case Studies
Parknet Uses Extreme Networks to Deliver Triple Play and Broadband Services
Nov 2008
Parknet, located in Copenhagen, was established in 2003 with the goal of creating cost-effective, fast internet access to homes. The main challenge was, they needed a high performance network...
Provided by Extreme Networks
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White Papers
Towards Autonomic Detection of SLA Violations in Cloud Infrastructures
Nov 2010
Cloud computing has become a popular paradigm for implementing scalable on-demand computing. Self-manageable Cloud infrastructures are required in order to comply with users' requirements defined...
Provided by University of Melbourne
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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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White Papers
The New CIO Agenda: Intel Cloud Computing Insights 2011
Oct 2011
This report identifies successful cloud opportunities, strategies, and best practices, and include insights from Intel's own IT group and others that have deep experience with enterprise clouds,...
Provided by Intel Corporation
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White Papers
Analysis and Simulation Routing Management MIRA (Minimum Interference Routing Algorithm) for Speedy Traffic on MPLS Network
Mar 2010
MPLS network as IP backbone has capacity constraint and routing mechanism constraint. The latest constraint, which based On Shortest Path First scheme (OSPF), results in best-shortest calculated...
Provided by International Association of Engineers
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White Papers
Governance and Service Level Agreement Issues in a Cloud Computing Environment
Jul 2011
The cloud computing environment provides for a new type of systems architecture. One key issue for a cloud computing client organization is to provide governance for data that it no longer...
Provided by Claremont Graduate University
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White Papers
Versatile Approach for Optimizing Business Service & Application Performance in a World of Accelerating Change
Oct 2011
To optimize business services and application performance, IT organizations need a complete picture of all IT assets and services that contribute to customer and user experience.
Provided by IBM
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White Papers
Cloud Computing Drives Break through Improvements in IT Service Delivery, Speed, and Costs
Oct 2011
IDC OPINION Cloud computing promotes a new dialogue between business and IT decision makers allowing them to define business service requirements first and then decide how to balance the use of...
Provided by IBM
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White Papers
Gartner Analyst Report: "CMDB or Configuration Database: Know the Difference"
Mar 2006
With all vendors offering a configuration management database strategy and few offering true CMDB capability, it is critical to know the difference between a CMDB and a configuration database....
Provided by IBM
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White Papers
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
-
Webcasts
Video - Tivoli Foundations Application Manager - Keep Your Applications Up & Running
Jun 2011
IBM Tivoli® Foundations™ Application Manager provides the capabilities a growing business needs to make sure that essential IT operations are up and running across network servers,...
Provided by IBM
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Podcasts
Business Of IT Executive Workshop and Business of IT Dashboard
Jul 2011
Listen as Jeanine Cotter, VP of IT Strategy and Architecture Services, and Marie Wieck, VP of Middleware Services, both of IBM Global Technology Services discuss "The Business of IT." This...
Provided by IBM
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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
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White Papers
Microsoft Dynamics AX solutions from IBM Powerful, agile and simple enterprise resource planning
Jan 2012
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
-
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
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White Papers
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
-
White Papers
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)
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White Papers
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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White Papers
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)
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White Papers
Grappling with Application Management
Jan 2007
Learn how to overcome challenges faced when dealing with application management.
Provided by Dell
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White Papers
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
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
-
Webcasts
Building Effective & Auditable ITIL Change Management Processes in 4 Steps: Phases 3-4 of the Visible Ops Methodology
Oct 2004
Join this webcast to gain information on the Visible Ops Methodology. Also discusses how to build an enforceable change management process that curbs the number of unplanned changes and helps...
Provided by Tripwire
-
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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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
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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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White Papers
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
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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White Papers
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
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White Papers
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
