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(410 results)-
White Papers
Crossing the Chasm Between the Service Desk and Operations
Jun 2008
IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and...
Provided by BMC Software
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White Papers
Understanding ITIL® Service Portfolio Management: An approach for implementing effective service lifecycle management
Jun 2008
IT executives and their teams need a comprehensive and accurate view of IT services. A service catalog includes all relevant details about your services, including which service level agreements...
Provided by BMC Software
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Case Studies
Energy Company Endesa Ensures Smooth Operation of Its Printer Environment With HP Managed Print Services
Dec 2009
Endesa, S.A. (Empresa Nacional de Electricidad) is Spain's largest energy company, providing electricity to 10 million homes, with further stakes in natural gas and renewable energy. In an effort...
Provided by Hewlett-Packard (HP)
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White Papers
IT Project and Portfolio Management and Application Life Cycle: Understanding the Market and Enabling IT/Business Coordination
Feb 2006
Today, Global 2000 organizations are striving to gain strategic advantage and efficiencies of scale through better governance and management of IT projects and programs. This executive level...
Provided by Borland Software
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White Papers
"Combating" Hostaphobia
Mar 2010
Get this free guide and learn what you can do to overcome hostaphobia and why hosted services can be beneficial to you and your business, allowing you to manage a more productive and efficient IT...
Provided by Apptix
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Webcasts
A New Way of Working: Insights from Global Leaders
Mar 2010
What can nearly 300 executives teach you about what separates outperforming organizations from their peers? Quite a bit. In this short video, preview the results of a new study that reveals...
Provided by IBM
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White Papers
SLA Monitoring and Management Framework for Telecommunication Services
Feb 2008
This paper presents SLA monitoring and management framework for telecommunication services. The basic requirements of this class of systems are specified and verified in context of existing SLA...
Provided by Institute of Electrical and Electronics Engineers
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White Papers
Towards an Efficient Service Level Agreement Assessment
Jan 2009
On-line end-to-end Service Level Agreement (SLA) monitoring is of key importance nowadays. For this purpose, past recent researches focused on measuring (when possible) or estimating (most of the...
Provided by Universitat Politecnica de Catalunya
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White Papers
Comprehensive QoS Monitoring of Web Services and Event-Based SLA Violation Detection
Nov 2009
In service-oriented systems, Quality of Service represents an important issue which is often considered when selecting and composing services. For receiving up-to-date information, non-functional...
Provided by Association for Computing Machinery
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White Papers
Runtime Prediction of Service Level Agreement Violations for Composite Services
Oct 2009
SLAs are contractually binding agreements between service providers and consumers, mandating concrete numerical target values which the service needs to achieve. For service providers, it is...
Provided by University of Stuttgart
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White Papers
Job Scheduling on the Grid: Towards SLA-Based Scheduling
Jan 2010
This paper argues for the need to provide more flexibility in the level of service offered by Grid-enable high-performance, parallel, supercomputing resources. It is envisaged that such need could...
Provided by University of Manchester
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Case Studies
Tata Motors Ltd. Scales Up IT Service Management to Support Globalization
Mar 2008
Tata Motors Ltd. wanted to ensure high performance and availability of business-critical systems that enable the company to design and manufacture high-quality, affordable vehicles. The BMC Remedy...
Provided by BMC Software
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Case Studies
BMC Software Case Study: Anonymous - Manufacturing Organization
Mar 2009
This manufacturing organization focuses its attention on delivering the business services that enable the company to manufacture and deliver superior products, maintain price competitiveness, and...
Provided by BMC Software
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Case Studies
BMC Software Case Study: Chicago Board Options Exchange
Apr 2009
CBOE's sophisticated IT infrastructure supports huge volumes. It has handled peak message rates exceeding 255,000 messages per second, with daily message totals approaching two billion. High...
Provided by BMC Software
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Whitepapers
Transparent Application Scaling With IBM DB2 PureScale
Oct 2009
Transparent application scaling with IBM DB2 pureScale. With IBM DB2 pureScale transparent application scaling, you can transparently add capacity to your network to handle fluctuations in demand...
Provided by IBM
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Webcasts
Learn how to drive down network costs using telecom expense management 2.0 metrics
Apr 2010
Metrics that force organizations to think about service level agreements and measurements differently. Learn how new high performance telecom expense management solutions will increase your ROI....
Provided by Fujitsu
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White Papers
Integrating Service Level Agreements and Balanced Score Cards Within Your Relationship Management
Oct 2008
There are numerous software providers who exclusively focus on SLA and/or BSC management and can provide excellent tools to effectively manage the criteria for these initiatives. Some of the more...
Provided by Upside Software
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White Papers
Balancing eDiscovery and Compliance Obligations with IT Operational and Budget Constraints
May 2010
In this whitepaper, IDC examines the practical approaches the IT organization must consider so that it can effectively execute on the corporation's compliance and eDiscovery objectives while still...
Provided by Iron Mountain
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Whitepapers
Service Level Management of Differentiated Services Networks With Active Policies
Jan 2012
This paper describes a hierarchical architecture of active policies that performs the management of a differentiated services network to provide the best possible quality of service to users and...
Provided by Universidade Federal de Pernambuco
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Case Studies
Major Grocer Upgrades HR Processes
Apr 2010
This major grocer needed a better way of empowering local managers to own more of the process while still maintaining corporate standards and policies. They turned to Lombardi Teamworks BPM to...
Provided by IBM
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Case Studies
Telecommunications Company Grows Revenues and Profitability With IBM Solution for Service Desk and Asset Management
Jan 2010
Deregulation has resulted in more competition, and competing technologies which had the company needing to diversify its portfolio into areas where it can generate growth and has a sustainable...
Provided by IBM
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Case Studies
Star Technology Meets Stringent SLAs With IBM Service Management Solutions: An IBM Cloud Computing QuickView
Jul 2009
Star needed to meet stringent Service Level Agreements (SLAs) to help ensure that its customers' operations were always available. Star chose IBM Service Management solutions for service quality...
Provided by IBM
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Presentations
Improve Customer Satisfaction: Deliver More Revenue - Video
Jun 2010
Insight into customer satisfaction is a key indicator to a repeatable, lasting revenue stream and loyal customers. Gaining information into how active customers are, repeat product purchases,...
Provided by IBM
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White Papers
Oracle Enterprise Manager 11g
Jun 2010
Traditional IT Management approach lacks a detailed understanding of the processes and transactions supported by business applications. Such management tools are generally focused on managing...
Provided by Oracle
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White Papers
Autonomic Mix-Aware Provisioning for Non-Stationary Data Center Workloads
Jan 2010
With the constantly changing and regularly evolving applications that data centers have to deal with, the servers of these data centers are met with high workloads, which are often extremely...
Provided by Association for Computing Machinery
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Webcasts
Forrester Webcast on Service Level Agreements - Today and Tomorrow
Apr 2010
This webcast is based on the Service Level Agreements and it will offer the viewers the complete information regarding how to implement a proactive service level management solutions which helps...
Provided by CA
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Whitepapers
Business Continuity: Improve End-to-End Management
Jul 2010
Businesses are demanding more from their IT operations. You have to deliver new services - to support new business processes - and you have to do it quickly and reliably. You have to give the...
Provided by IBM
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White Papers
TEC Paper (COO) - Driving Operations Through Better, Faster Decision Making
Jul 2010
In this white paper from TEC, find out how software provides visibility into your operations and helps you make better, faster decisions about employees, products, and services. It also gives you...
Provided by SAP
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White Papers
TEC Paper (CIO) - How IT Can Help Companies Make Better, Faster Decision
Jul 2010
"IT management in small and medium companies can and must understand the information needs and language of their business colleagues. Additionally, Line-of-business managers can and must see IT...
Provided by SAP
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Whitepapers
Faster Problem Resolution with Efficient Remote Support Capabilities
Jul 2010
This three-part eGuide explores how user-centric remote support addresses today's IT help desk challenges, simplifies the troubleshooting process and speeds problem resolution.
Provided by Citrix Online
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White Papers
Definition and Evaluation of Penalty Functions in SLA Management Framework
Feb 2008
The paper presents an analysis of the possibilities of defining penalty functions to be used in SLA management frameworks. As a basis for the analysis, a brief survey of metrics used in SLA...
Provided by Institute of Electrical and Electronics Engineers
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White Papers
SLA-Driven Elastic Cloud Hosting Provider
May 2010
It is clear that Cloud computing is and will be a sea change for the Information Technology by changing the way in which both software and hardware are designed and purchased. In this work the...
Provided by Institute of Electrical and Electronics Engineers
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White Papers
Service Level Agreement Driven Adaptive Resource Management for Web Applications on Heterogenous Compute Clouds
Sep 2009
Cloud computing is an emerging topic in the field of parallel and distributed computing. Many IT giants such as IBM, Sun, Amazon, Google, and Microsoft are promoting and offering various storage...
Provided by Bahria University
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Case Studies
FusionStorm Cuts Customer SLA Deployment Time 80 Percent With Service Level Management From Nimsoft
Jun 2009
The company is a pioneer in this cost-effective, highly efficient segment of enterprise computing which, instead of placing hardware and software on customer premises, delivers the necessary...
Provided by Nimsoft
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Case Studies
Service Provider Delivers Managed Hosting Service With 100 Percent Uptime
May 2010
StrataScale, Inc., is a wholly owned subsidiary of RagingWire Enterprise Solutions, Inc. RagingWire provides managed service solutions and premium IT infrastructure for data-intensive enterprise...
Provided by Cisco Systems
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Case Studies
FIS Enhances Service Levels for 9,000 Financial Institutions With Increased Systems Visibility and Automation
Mar 2010
A problem with FIS's IT infrastructure could not only result in a breach of its service level agreement for 99.999 percent uptime but also impact customer revenues and FIS's reputation. While...
Provided by CA
-
Case Studies
ING Improves IT Service Quality for Its BIS Division With Oblicore Guarantee
May 2010
To ensure reliability of IT services during the relocation of its primary European datacenter, ING established several service level agreements to track the availability and responsiveness of IT...
Provided by CA
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White Papers
Service Level Agreement (SLA) Management for NetApp Cloud Service Providers
Jun 2010
The combination of InControl's SLA management software and NetApp leading technology for Data management and -protection provides a unique framework and full set of hardware, software and tools to...
Provided by NetApp
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Case Studies
Responsibility for 5,000 Servers and 1,500 Databases
Apr 2009
The European Data Center sent a project tender to several of the leading international IT service providers. The core task it described was as follows: ensuring reliable performance of and support...
Provided by Fujitsu
-
Case Studies
Itautec Accelerates Customer Service and Improves Tech Support Productivity
Jan 2010
Itautec wanted to improve control of technical assistance calls made by 2,370 Itautec's technology services clients and meet service level agreements (SLAs) from different channels - phone, Web...
Provided by Oracle
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White Papers
Maximizing Profit in Cloud Computing System Via Resource Allocation
Mar 2011
With increasing demand for high performance computing and data storage, distributed computing systems have attracted a lot of attention. Resource allocation is one of the most important challenges...
Provided by University of Southern California
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White Papers
Advanced QoS Methods for GridWorkflows Based on Meta-Negotiations and SLA-Mappings
Jan 2009
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 Institute of Electrical and Electronics Engineers
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White Papers
A Survey on Self-Healing Systems: Approaches and Systems
Jul 2010
Present large-scale information technology environments are complex, heterogeneous compositions often affected by unpredictable behavior and poor manageability. This fostered substantial research...
Provided by Springer Science+Business Media
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White Papers
Vieslaf Framework: Facilitating Negotiations in Clouds by Applying Service Mediation and Negotiation Bootstrapping
Jul 2010
Cloud computing represents a novel and promising computing paradigm where computing resources have to be allocated to software for their execution. Self-manageable Cloud infrastructures are...
Provided by SCPE
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White Papers
Integrating Quality of Service Aspects in Top-Down Business Process Development Using WS-CDL and WS-BPEL
Oct 2007
Developing cross-organizational business processes is a tedious task. The partners have to agree on a common data format and meaning as well as on the Quality of Service (QoS) requirements each...
Provided by Technical University of Vienna
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White Papers
Low Level Metrics to High Level SLAs - LoM2HiS Framework: Bridging the Gap Between Monitored Metrics and SLA Parameters in Cloud Environments
May 2010
Cloud computing represents a novel on-demand computing approach where resources are provided in compliance to a set of predefined non-functional properties specified and negotiated by means of...
Provided by Vienna University of Technology
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White Papers
VieSLAF Framework: Enabling Adaptive and Versatile SLA-Management
Aug 2009
Novel computing paradigms like Grid and Cloud computing demand guarantees on non-functional requirements such as application execution time or price. Such requirements are usually negotiated...
Provided by Springer Science+Business Media
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White Papers
Building Dynamic Models of Service Compositions With Simulation of Provision Resources
Oct 2010
Efficient and competitive provision of service compositions depends both on the composition structure, and on planning and management of computational resources necessary for provision. Resource...
Provided by Springer Science+Business Media
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White Papers
LAYSI: A Layered Approach for SLA-Violation Propagation in Self-manageable Cloud Infrastructures
Jan 2010
Cloud computing represents a promising computing paradigm where computing resources have to be allocated to software for their execution. Self-manageable Cloud infrastructures are required to...
Provided by Institute of Electrical and Electronics Engineers
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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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White Papers
Redundant Group Peers Based Adaptive Load Distribution in Peer-to-Peer Grid
Nov 2007
The authors present the own research work that uses extents of Peer-To-Peer technology with a framework that allows reliable Grid computing (P2P Grid) over the Internet. They propose how to decide...
Provided by Electronics and Telecommunications Research Institute
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White Papers
Turning Operational Risks into Returns
May 2011
Recent financial upheavals have resulted in a wave of increased regulations, and organizations are facing increasingly stringent government scrutiny and audit requirements. As a result, companies...
Provided by ANXeBusiness Corp
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White Papers
Symantec Backup Exec 2010: Addressing the Root Causes of Inefficiency in Data Protection
Dec 2009
The continued upward trending of data growth, spending cuts driven by current economic factors, and pressure to meet increasingly inflexible service level agreements (SLAs) continue to beleaguer...
Provided by Symantec
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Whitepapers
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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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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White Papers
Virtualization-Infrastructure-Optimization-Reference-Guide
Dec 2010
IT leaders are on a continuous quest for a more efficient, flexible and better-performing infrastructure that supports the mission requirements of their businesses. To meet these goals, they're...
Provided by CDW
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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
Model-Driven Security Assessment and Verification for Business Services
Dec 2010
Information security covers many areas within an enterprise. Each area has security vulnerabilities and, hopefully, some corresponding countermeasures that raise the security level and provide...
Provided by Pondicherry University
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White Papers
CONTRACT: Incorporating Coordination Into the IP Network Control Plane
Mar 2010
This paper presents the CONTRACT framework to address a fundamental deficiency of the IP network control plane, namely the lack of coordination between an IGP and other control functions involved...
Provided by Rice University
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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
Online Convergent Charging
Apr 2011
Investigate the latest thinking on how to become more agile and customer-friendly while reducing operating costs and revenue leakage. With service and payment convergence, services can be bundled...
Provided by SAP
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Whitepapers
Comparing HP-UX 11i V3 and Linux For Hosting Critical Workloads
Aug 2010
Some users in large organizations, in which multiple versions of UNIX are deployed, have set a goal of consolidating their UNIX systems over time on Linux distributions. Indeed, the capabilities...
Provided by Hewlett-Packard (HP)
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White Papers
Service Level Agreement (SLA) in Utility Computing Systems
Oct 2010
In recent years, extensive research has been conducted in the area of Service Level Agreement (SLA) for utility computing systems. An SLA is a formal contract used to guarantee that consumers'...
Provided by University of Melbourne
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White Papers
Formal Verification of SLA Transformations
Feb 2011
Desirable application performance is typically guaranteed through the use of Service Level Agreements (SLAs) that specify fixed fractions of resource capacities that must be allocated for...
Provided by Boston University
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Whitepapers
Implementing Managed Print Services Globally
Apr 2011
The beginning of any managed print services (MPS) deployment can be challenging, even more so when done for a company with many locations around the globe. Typically, global MPS deals are very...
Provided by Hewlett-Packard (HP)
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White Papers
Path-Quality Monitoring in the Presence of Adversaries
Mar 2008
Edge networks connected to the Internet need effective monitoring techniques to drive routing decisions and detect violations of Service Level Agreements (SLAs). However, existing measurement...
Provided by Princeton University
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White Papers
AppScale Design and Implementation
Jan 2009
Cloud Computing is a term coined for a recent trend toward service-oriented cluster computing. From a user's perspective, it is an attractive utility-computing paradigm based on Service-Level...
Provided by University of California
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White Papers
Automated and On-Demand Provisioning of Virtual Machines for Database Applications
Jun 2007
Utility computing delivers compute and storage resources to applications as an 'on-demand utility', much like electricity, from a distributed collection of computing resources. There is great...
Provided by Association for Computing Machinery
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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 Evaluation of Distributed Datastores Using the AppScale Cloud Platform
May 2010
The authors present new cloud support that employs a single API the Datastore API from Google App Engine (GAE) to interface to different open source distributed database technologies. They employ...
Provided by University of California
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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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White Papers
The 2010 Application Delivery Handbook
Mar 2011
While ensuring acceptable application delivery has always been important, it historically was not a top of mind issue for the majority of IT organizations. That changed several years ago when IT...
Provided by CA
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White Papers
Autonomic Multi-Agent Management of Power and Performance in Data Centers
May 2008
The rapidly rising cost and environmental impact of energy consumption in data centers has become a multi-billion dollar concern globally. In response, the IT Industry is actively engaged in a...
Provided by International Foundation for Autonomous Agents and Multiagent Systems
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White Papers
Cost-And Energy-Aware Load Distribution Across Data Centers
Jan 2011
Today, many large organizations operate multiple data centers. The reasons for this include natural business distribution, the need for high availability and disaster tolerance, the sheer size of...
Provided by Rutgers University
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White Papers
A Type-Theoretic Framework for Efficient and Safe Colocation of Periodic Real-Time Systems
Feb 2010
Desirable application performance is typically guaranteed through the use of Service Level Agreements (SLAs) that specify fixed fractions of resource capacities that must be allocated for...
Provided by Boston University
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White Papers
MORPHOSYS: Efficient Colocation of QoS-Constrained Workloads in the Cloud
Jan 2011
In hosting environments such as IaaS clouds, desirable application performance is usually guaranteed through the use of Service Level Agreements (SLAs), which specify minimal fractions of resource...
Provided by Boston University
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White Papers
SLA-Based SAN Design
Jul 2008
Storage Area Networks (SANs) connect storage a device to servers over fast network interconnects. The authors consider the problem of optimal SAN configuration with the goal of retaining more...
Provided by Institute of Electrical and Electronics Engineers
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White Papers
IT Value Transformation Roadmap - Cloud Strategy Brief
Feb 2011
IT organizations are perceived by the business in one of two ways - either as a cost center or a center of strategic value. Research has identified a common pattern of activity across...
Provided by VMware
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White Papers
GreenIT Service Level Agreements
Oct 2009
In this paper the authors are introducing a framework towards the inclusion of Green IT metrics as part of service level agreements for future Grids and Clouds. As part of this effort the authors...
Provided by Indiana University
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White Papers
Using Load Testing to meet Your SLA
Aug 2007
End user experience is a key criterion for the adoption and use of your application and is reflected in your SLAs. End user experience becomes negatively affected as greater number of users slow...
Provided by RadView Software
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Whitepapers
Faster Problem Resolution with Efficient Remote Support Capabilities
Jul 2010
This three-part eGuide explores how user-centric remote support addresses today's IT help desk challenges, simplifies the troubleshooting process and speeds problem resolution.
Provided by Citrix Online
-
White Papers
Definition and Evaluation of Penalty Functions in SLA Management Framework
Feb 2008
The paper presents an analysis of the possibilities of defining penalty functions to be used in SLA management frameworks. As a basis for the analysis, a brief survey of metrics used in SLA...
Provided by Institute of Electrical and Electronics Engineers
-
White Papers
SLA-Driven Elastic Cloud Hosting Provider
May 2010
It is clear that Cloud computing is and will be a sea change for the Information Technology by changing the way in which both software and hardware are designed and purchased. In this work the...
Provided by Institute of Electrical and Electronics Engineers
-
White Papers
Service Level Agreement Driven Adaptive Resource Management for Web Applications on Heterogenous Compute Clouds
Sep 2009
Cloud computing is an emerging topic in the field of parallel and distributed computing. Many IT giants such as IBM, Sun, Amazon, Google, and Microsoft are promoting and offering various storage...
Provided by Bahria University
-
White Papers
Cloud Computing Use Cases
Jul 2010
The Cloud Computing Use Case group brought together cloud consumers and cloud vendors to define common use case scenarios for cloud computing. The use case scenarios demonstrate the performance...
Provided by Open Cloud Manifesto
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Case Studies
FusionStorm Cuts Customer SLA Deployment Time 80 Percent With Service Level Management From Nimsoft
Jun 2009
The company is a pioneer in this cost-effective, highly efficient segment of enterprise computing which, instead of placing hardware and software on customer premises, delivers the necessary...
Provided by Nimsoft
-
Case Studies
Service Provider Delivers Managed Hosting Service With 100 Percent Uptime
May 2010
StrataScale, Inc., is a wholly owned subsidiary of RagingWire Enterprise Solutions, Inc. RagingWire provides managed service solutions and premium IT infrastructure for data-intensive enterprise...
Provided by Cisco Systems
-
Case Studies
FIS Enhances Service Levels for 9,000 Financial Institutions With Increased Systems Visibility and Automation
Mar 2010
A problem with FIS's IT infrastructure could not only result in a breach of its service level agreement for 99.999 percent uptime but also impact customer revenues and FIS's reputation. While...
Provided by CA
-
Case Studies
ING Improves IT Service Quality for Its BIS Division With Oblicore Guarantee
May 2010
To ensure reliability of IT services during the relocation of its primary European datacenter, ING established several service level agreements to track the availability and responsiveness of IT...
Provided by CA
-
White Papers
Service Level Agreement (SLA) Management for NetApp Cloud Service Providers
Jun 2010
The combination of InControl's SLA management software and NetApp leading technology for Data management and -protection provides a unique framework and full set of hardware, software and tools to...
Provided by NetApp
-
Case Studies
Responsibility for 5,000 Servers and 1,500 Databases
Apr 2009
The European Data Center sent a project tender to several of the leading international IT service providers. The core task it described was as follows: ensuring reliable performance of and support...
Provided by Fujitsu
-
Case Studies
Itautec Accelerates Customer Service and Improves Tech Support Productivity
Jan 2010
Itautec wanted to improve control of technical assistance calls made by 2,370 Itautec's technology services clients and meet service level agreements (SLAs) from different channels - phone, Web...
Provided by Oracle
-
Whitepapers
Quantitative Assessment of Cloud Security Level Agreements: A Case Study
May 2012
The users of Cloud Service Providers (CSP) often motivate their choice of providers based on criteria such as the offered Service Level Agreements (SLA) and costs, and also recently based on...
Provided by Technische Universitat Darmstadt
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Whitepapers
Autonomic Configuration Adaptation Based on Simulation-Generated State-Transition Models
Jun 2011
Configuration management is a complex task, even for experienced system administrators, which makes self-managing systems a particularly desirable solution. This paper describes a novel...
Provided by University of Alberta
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Whitepapers
Maintaining and Evolving Service Level Agreements: Motivation and Case Study
Jul 2011
Inter-organization service-oriented compositions are governed by Service Level Agreements (SLAs). While the software is maintained and evolved in response to changing business requirements or...
Provided by University of Alberta
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Case Studies
Establishing Application Maintenance Services (AMS) to Manage Global Operations for a Leading Entertainment Software Company
May 2010
The client, a pioneer in the home computer gaming industry, is one of the three biggest interactive entertainment software companies in the world. The client wanted local IT centers for each...
Provided by Satyam Computer Services
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Case Studies
24x7 Customer Support and Maintenance of Content Networking Solutions Suite
Aug 2009
The client is a leading global content distribution company that wanted to offer 24x7 customer support for the maintenance of their content networking solutions suite. The role involved providing...
Provided by Satyam Computer Services
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White Papers
A Novel SLA Framework for Time-Differentiated Resilience in Optical Mesh Networks
Jun 2010
Telecom customers may have specific time periods during which they require extra resilience. However, these time-differentiated resilience requirements are not effectively addressed by current SLA...
Provided by University of California
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Whitepapers
Effectively Balancing Speed, Quality and Cost Metrics
Sep 2010
This TSIA white paper explores 3 fundamental metrics - operational, quality and cost - that you should include in your services dashboard, outlines specific measurements to track in each area and...
Provided by Citrix Online
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White Papers
Oracle Grid Engine - Enhance
Oct 2010
Today's global business environment is rife with challenges as companies strive to meet increasingly stiff requirements from customers, partners, and regulatory agencies while operating under...
Provided by Oracle
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White Papers
Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace?
Jan 2009
We have all read the statistic that says it costs five times more to acquire a customer than to retain one. And, intuitively we all know that profitable customers are more difficult to get, keep,...
Provided by Oracle
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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
Combining the Manageability and Efficiency of CommVault Simpana Software With the Speed of Native Snapshots
Mar 2010
The amount of data under management continues to accelerate every year. Growth matched by increased uptime requirements for business-critical applications has forced IT organizations to seek...
Provided by Dell
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White Papers
Get Direct Insight into Intel IT's Best Practices
Oct 2010
The IT@Intel program connects IT professionals around the world with their IT peers inside our organization - sharing lessons learned, methods and strategies. Our goal is simple: Share the Intel...
Provided by Intel
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Whitepapers
Stochastic Modeling of Composite Web Services for Closed-Form Analysis of Their Performance and Reliability Bottlenecks
Jan 2010
Web services providers often commit Service-Level Agreements (SLAs) with their customers for guaranteeing the quality of the services. These SLAs are related not just to functional attributes of...
Provided by IBM
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Whitepapers - Video
5 Metrics to Consider when Evaluating Unified Communications Solutions
Oct 2010
Learn the key metrics to consider in the UC vendor evaluation process, and how the top UC vendors compare in key areas. Watch Video
Provided by ShoreTel
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Whitepapers
Enhanced Business Continuity With Application Mobility Across Data Centers
Jun 2010
The evolution of the global economy is redefining the paradigm of business continuity. Most businesses can no longer afford to operate only in their native time zones, but are mandated to operate...
Provided by Cisco
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White Papers
Advanced Uses of Oracle Enterprise Manager 11g
Sep 2010
In today's business environment, many organizations depend on IT to deliver always-on systems and mission-critical services. But behind the scenes, IT organizations are coping with more and more...
Provided by Oracle
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Whitepapers
Meaningful Security SLAs
Oct 2008
Service Level Agreements (SLAs) are the de facto method of managing IT Outsourcing (ITO) contracts. Negotiated during pursuit (pre-sales) phase and then used as a dashboard for performance...
Provided by Hewlett-Packard (HP)
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Whitepapers
Enabling the Web of Services
Oct 2008
The authors address how the large and diverse high value services market can be encouraged to come into being exploiting digital methods as its prime method of communication and value generation....
Provided by Hewlett-Packard (HP)
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White Papers
How to Deliver a Great Customer Experience and Lower Costs - Achieving Interaction Excellence Across Multiple Touch Points - CMO
Oct 2010
With budgets tightening and consumer spending on the decline, winning new customers and — more importantly — keeping existing customers has become incredibly difficult. Focusing on product and...
Provided by SAP
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White Papers
BPM in Cloud Architectures: Business Process Management With SLAs and Events
Jul 2010
Applications are becoming increasingly distributed and loosely coupled in terms of their development processes, software architectures, deployment platforms, and other aspects. For example, in Web...
Provided by University of Toronto
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White Papers
Towards Job-Specific Service Level Agreements in the Cloud
Nov 2009
To attract more users to commercially available computing, services have to specify clearly the charges, duties, liabilities and penalties in Service Level Agreements (SLAs). This paper builds on...
Provided by University of Surrey
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White Papers
Webcast: Mastering the Multichannel Approach to Loyalty
Nov 2009
In today's economy, customer retention is more important than ever. Budgets are often severely constrained, competition for new customers is high, and everyone knows it's much more profitable to...
Provided by Oracle
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White Papers
New Project Staffing for Outsourced Call Centers With Global Service Level Agreements
Oct 2007
This paper considers the issue of new project staffing in an outsourced call center required to meet a monthly Service Level Agreement. This paper present empirical analysis generated during a...
Provided by Pennsylvania State University
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White Papers
Optimal Cross Training in Call Centers With Uncertain Arrivals and Global Service Level Agreements
Aug 2007
This paper consider agent cross-training in project oriented call centers where arrival rates are uncertain and the call center is subject to a global service level constraint. This paper is...
Provided by Pennsylvania State University
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White Papers
QoS-Assured Service Composition in Managed Service Overlay Networks
Jan 2010
Many value-added and content delivery services are being offered via Service Level Agreements (SLAs). These services can be interconnected to form a Service Overlay Network (SON) over the...
Provided by University of Illinois at Urbana-Champaign
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White Papers
Towards Negotiable SLA-Based QoS Support for Biomedical Data Services
Jul 2010
Researchers in data intensive domains, like the Virtual Physiological Human Initiative (VPH-I), are commonly overwhelmed with the vast and increasing amount of information available. Advanced...
Provided by University of Vienna
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White Papers
Executive Dialogue: Finding Customer Loyalty in a Multichannel World
Dec 2010
In a world where marketing resources are scarce and acquiring new customers is increasingly difficult, it's more important than ever to retain customers. Unfortunately, it's also more challenging....
Provided by Oracle
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Podcasts
Executive Dialogue PODCAST: Finding Cusomer Loyalty in a Multichannel World
Dec 2010
In a world where marketing resources are scarce and acquiring new customers is increasingly difficult, it's more important than ever to retain customers. Unfortunately, it's also more challenging....
Provided by Oracle
