WHITE PAPER - The scope of this white paper includes management information and its use for forecasting work volumes, planning and scheduling agents to handle the projected work volume, and feedback as to the actual performance of the call center.
Posted: September 1, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Productivity | Service Level Management | Staffing

WHITE PAPER - The CA Mainframe Resource Management Suite delivers accurate information for effective IT fiscal and capacity planning and system performance tuning.
Posted: August 28, 2008 | Published: August 28, 2008


Topics:  Financial Management | IT Management Services | Service Level Management | Systems 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:  Budgeting | Business Process Automation | Data Centers | eCommerce | IT Infrastructure | Performance Testing | Service Level Management | SOA

WHITE PAPER - This paper explains the key elements of design time governance for organizations pursuing service-orientation.
Posted: August 1, 2008 | Published: August 1, 2008


Topics:  Business Intelligence | Project Management | Service Level Management | SOA | SOA Governance | Testing

WHITE PAPER - APC 's Power and Cooling Resource Center is a fully integrated solution provider for Critical Power and Cooling Services. There are more than 12,000 APC-MGE employees standing by ready to serve you.
Posted: July 30, 2008 | Published: July 1, 2008


Topics:  Architectures | Cooling Equipment | Customer Service | Customer Support Software | Globalization | Management Service Providers | Service Level Management | UPS

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 | Service Level Management | SOA | Testing | Web Services

WHITE PAPER - There are significant differences in VoIP hardware functionality that affect the cost, risk and consumption of staff resources. This white paper outlines what to consider when selecting a VoIP gateway/switching solutio
Posted: June 5, 2008 | Published: March 1, 2008


Topics:  Application Deployment | Converged Networks | Network Architectures | Network Management | Network Protocols | ROI | Security | Service Level Management | TCO | VoIP | WAN

WHITE PAPER - Managing IT by service and not technology is the message of ITIL v3, but, most IT professionals really struggle with defining IT services. In this white paper, explore five steps to defining IT services.
Posted: May 19, 2008 | Published: March 1, 2008


Topics:  Best Practices | Business IT Alignment | Business Service Management | CMDB | Configuration Management | CRM | Enterprise Systems | ERP | IT Service Management | Service Level Management

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

WHITE PAPER - Netuitive's solution is designed to leverage prior investments and seamlessly integrates with existing monitoring agents, event consoles, asset inventories and service modeling tools.
Posted: April 21, 2008 | Published: April 1, 2008


Topics:  Application Performance Management | Application Performance Management Software | Business Processes | Business Service Management | Business Service Management Software | Enterprise | Hardware Management | Help Desk Services | Network Traffic Analysis | Service Level Management | Total Cost of Ownership

WHITE PAPER - Self-learning performance management software helps IT restore some predictability to server and application performance management in virtual environments.
Posted: April 21, 2008 | Published: May 1, 2007


Topics:  Application Performance Management | Application Performance Management Software | Business Service Management | Business Service Management Software | Data Centers | Enterprise | IT Infrastructure | Server Virtualization | Service Level Management | SOA | Virtualization

WHITE PAPER - The key to addressing the entire performance management challenge is to start with the fundamentals - the way baselines and thresholds are handled.
Posted: April 21, 2008 | Published: April 1, 2008


Topics:  Application Performance Management | Application Performance Management Software | Business Performance Management | Business Service Management Software | Enterprise | Hardware Management | IT Infrastructure | Network Traffic Analysis | Service Level Management | Strategic Planning

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

WHITE PAPER - This white paper discusses how the customer experience can be improved through Service Level Management (SLM). Discover the steps necessary for better defining the processes, IT roles and organizational structures needed to create essential standards.
Posted: February 26, 2008 | Published: March 1, 2007


Topics:  Customer Service | Customer Service Best Practices | Customer Support Software | Metrics | Service Level Management