WHITE PAPER - This paper reviews the five phases of Six Sigma and describes how Metastorm can help organizations reach higher levels of process excellence and more rapidly achieve quality objectives.
Posted: October 8, 2008 | Published: October 8, 2008


Topics:  Business Process Management | ERP | Service Level Management | Six Sigma | SLA | Systems Management

PODCAST - The ITIL (IT Infrastructure Library) best practice framework advocates that IT organizations produce a Service Catalog to document and communicate standard service offerings. As the cornerstone for IT-business alignment, the Service Catalog is...
Posted: October 7, 2008 | Premiered: October 7, 2008


Topics:  Customer Service | IT Management Services | IT Service Management | ITIL | Service Level Management | Systems Management

WEBCAST - This webinar will give you practical guidance on how an IT organization could better serve its customers. Learn how to define and standardize your services with a Service Catalog and set customer expectations through Service Level Management (SLM)...
Posted: October 7, 2008 | Premiered: October 7, 2008


Topics:  Customer Service | ITIL | Service Level Management | SLA | SLA Management Services

WHITE PAPER - A new version of ITIL provides more practical guidance and a service lifecycle approach that reflects how IT operates in the real world. Increase financial transparency, service delivery performance and customer satisfaction with a service catalog.
Posted: October 7, 2008 | Published: October 7, 2008


Topics:  CMDB | Customer Satisfaction | Financial Management | IT Service Management | IT Services | ITIL | Portfolio Management (IT Management) | Productivity | ROI | Service Level Management

WHITE PAPER - Learn why deploying a Service Catalogue is an essential early step in the adoption of ITIL and how it will deliver significant ROI, improve operational efficiency and enable end-to-end IT service management.
Posted: October 7, 2008 | Published: October 7, 2008


Topics:  CMDB | Customer Satisfaction | Financial Management | IT Service Management | ITIL | Productivity | Risk Management | ROI | Service Level Management | SOA

WHITE PAPER - The ITIL (IT Infrastructure Library) best practice framework advocates that IT organizations produce a Service Catalog to document and communicate standard service offerings. As the cornerstone for IT-business alignment, the Service Catalog is...
Posted: October 7, 2008 | Published: October 7, 2008


Topics:  Application Life-Cycle Management | Application Performance Management | Change Management | IT Infrastructure Library | ITIL | ITSM | Service Level Management | SLA

WHITE PAPER - In this paper, CA presents an eye-opening look at ways to improve your IT infrastructure at its most fundamental level.
Posted: October 2, 2008 | Published: October 2, 2008


Topics:  Capacity Planning | IT Infrastructure | Network Management | Productivity | ROI | Service Level Management | Voice Networking | Voice Quality

TRIAL SOFTWARE - Download this free software trial and see how N-central will drive operational efficiencies in your IT services business by automating manual tasks. Working remotely with N-central, you'll be able to service more customers, more effectively.
Posted: September 25, 2008 | Published: September 25, 2008


Topics:  Customer Service | Customer Service Best Practices | Management Service Providers | Remote Network Management | Service Level Management | SMBs

PRODUCT LITERATURE - Marathon Technologies Corp.’s v-AvailableTM initiative bridges the gap between virtualization and availability to remove first-generation barriers such as cost, complexity, and reliability.
Posted: September 10, 2008 | Published: September 10, 2008


Topics:  Continuous Data Protection | Data Center Management | Disaster Planning | Disaster Recovery | High Availability | Server Virtualization | Service Level Management | VMware

EDITORIAL RESOURCE GUIDE - IP technologies, including Web 2.0 and the emerging interactivity of the Web, can be combined with service provider APIs and hosted features to create new revenues and new partnerships for network operators.
Posted: September 2, 2008 | Published: September 1, 2008


Topics:  IP | Network Management | Service Creation | Service Level Management | Telecommunications Industry | Web Services

WHITE PAPER - This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.
Posted: September 1, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Help Desks | Service Level Management | Staffing

WHITE PAPER - Read this paper to learn how the CA Mainframe Resource Management Suite helps fulfill the intricate information needs of today's enterprise IT infrastructure management environments, helping your IT professionals harness SMF metrics.
Posted: August 28, 2008 | Published: August 28, 2008


Topics:  Data Management | Financial Management | IT Management Services | ITIL | Mainframe Operating Systems | Service Level Management | SLA | Systems Management

SOFTWARE DEMO - Nimsoft is the premier provider of business-focused service level management solutions that combine advanced SLM functionality and broad platform coverage with unprecedented ease of implementation, deployment and use.
Posted: August 21, 2008 | Published: August 20, 2008


Topics:  Business Processes | Content Delivery | Dashboards | Performance Testing | Real Time Operating Systems | Real-time Analytical Software | Reporting Software | Service Level Management

WHITE PAPER - This paper explains an evolutionary approach to Service Level Management (SLM) that enables organizations at any stage of IT development to successfully implement SLM and begin contributing more to the business bottom line.
Posted: August 15, 2008 | Published: August 15, 2008


Topics:  Application Monitoring | Application Performance Management Software | Budgeting | Business Process Automation | Data Centers | eCommerce | High Availability | IT Infrastructure | Network Monitoring Software | Performance Testing | Service Level Management | SOA

WEBCAST - In today's difficult economy, many organizations find it challenging to achieve superior customer service. View this Webcast and explore 5 specific ways to improve the customer experience in a highly cost effective manner.
Posted: July 31, 2008 | Premiered: August 13, 2008


Topics:  CRM | CRM Services | Customer Service | Customer Service Best Practices | IT Departments | IT Service Centers | Service Level Management | SLA

VIDEO - Keynote LoadPro is an outsourced Web load testing service. Expert consultants test your site with real-world Internet traffic and uncover performance problems long before they impact your business.
Posted: July 10, 2008 | Premiered: July 9, 2008


Topics:  Databases | Infrastructure Management | Infrastructure Services | Internet | Outsourcing | Server Management | Service Level Management | Testing | User Experience

WEBCAST - This webcast describes Business Process Management (BPM) and Service Oriented Architectures (SOA) and explores the relationship between them in creating business agility. Together they also create scalability accommodating future business needs.
Posted: July 10, 2008 | Premiered: July 17, 2008


Topics:  Applications Management | Business Integration | Business Process Automation Software | Business Process Management | Scalability Testing | Service Level Management | SOA

WHITE PAPER - Get detailed information about business service automation from HP Software. Learn how it works, how it is different, what best-of-breed components make up the complete solution and how to use it for maximum efficiency.
Posted: June 18, 2008 | Published: June 1, 2008


Topics:  Business Service Management | Compliance (Systems Operations) | Data Integration | ERP | Security | Service Level Management | SLA

WHITE PAPER - This white paper discusses the growing importance of comprehensive application quality management and testing tools for improved application performance. Learn how to deliver an application quality and risk management message to your organization.
Posted: June 17, 2008 | Published: March 1, 2008


Topics:  Business Intelligence | ERP | Quality Control | Risk Assessment | Service Level Management | SOA | Testing | Web Services

WHITE PAPER - This research provides guidance to clients seeking a structured approach to planning and initiating the series of activities through the first, sensitive steps of the long journey to companywide SOA enablement.
Posted: April 29, 2008 | Published: January 1, 2007


Topics:  Application Life-Cycle Management | Application Performance Management | Customers | Performance Management | Service Level Management | Service Oriented Architecture | SOA Governance | Systems Integration | Systems Management

WEBCAST - Listen to this Webcast to learn how to manage your company's assets. Also discussed is a solution that can help your organization address its IT asset management process issues through audit, auto-discovery and process tracking.
Posted: April 1, 2008 | Premiered: March 1, 2008


Topics:  Auditing (Finance) | Business Process Automation Software | Business Process Management | Compliance Software | IT Asset Management | IT Asset Management Software | Service Level Management | Vendors

WEBCAST - Many ITIL-based projects fail to deliver because the scope is too large. Listen to this Webcast to learn about an integrated IT Service Management for key processes such as configurations, incidents, problems, and service level management.
Posted: April 1, 2008 | Premiered: March 1, 2008


Topics:  Business IT Alignment | Business Process Management | Configuration Management | Databases | IT Best Practices | IT Service Management | ITIL | Secure Content Management | Service Level Management

BOOK - Bookended by the OEM and the end-customer, service networks can be comprised of multiple organizations like 3PLs, contract field service outfits, contract manufacturers, distributor partners, and even other OEMs.
Posted: February 28, 2008 | Published: March 1, 2006


Topics:  Channel Management | Manufacturing | Network Management | Network Optimization | OEMs | Outsourcing | Partnerships | Service Level Management

WHITE PAPER - A large field service force is the primary cost in a service organization, yet it is only relatively recently that IT tools have been available to maximize the productivity of this part of the organization.
Posted: February 28, 2008 | Published: April 29, 2003


Topics:  Advanced Planning and Scheduling Software | Business Intelligence | Business Intelligence Software | CRM | Customer Relationship Management | Customer Service | Field Force Automation | Service Level Management | SLAs | Workforce | Workforce Management Software | Workforce Planning

WHITE PAPER - A key element and requirement for optimization is the ability to manage field resources.
Posted: February 28, 2008 | Published: January 1, 2005


Topics:  Advanced Planning and Scheduling Software | Application Performance Management | Business Process Outsourcing | Business Service Management | Customer Service | Field Force Automation | Hardware Maintenance Services | Outsourcing | Service Level Management | Strategic Planning