Call Center Management: Planning, Scheduling, Historical and Real Time Statistics
| sponsored by DeskFlex
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: 01 Sep 2008 | Published: 28 Aug 2008
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Tackling Increasing SMF Data Volumes and Decreasing Resources in the Mainframe Environment
| sponsored by CA
WHITE PAPER:
The CA Mainframe Resource Management Suite delivers accurate information for effective IT fiscal and capacity planning and system performance tuning.
Posted: 28 Aug 2008 | Published: 28 Aug 2008
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Service Level Management: On the Level
| sponsored by Nimsoft, Inc.
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: 15 Aug 2008 | Published: 15 Aug 2008
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IT Briefing: SOA Design Time Governance
| sponsored by Software AG
WHITE PAPER:
This paper explains the key elements of design time governance for organizations pursuing service-orientation.
Posted: 01 Aug 2008 | Published: 01 Aug 2008
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APC Critical Power & Cooling Resource Center
| sponsored by APC
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: 30 Jul 2008 | Published: 01 Jul 2008
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CA Application Quality Management and Testing Tools Bloor Research, 15 Apr 2008
| sponsored by CA
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: 17 Jun 2008 | Published: 01 Mar 2008
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VOIP Infrastructure for the Evolving Enterprise: How to Control Costs, Mitigate Risk, and Ensure Service Levels in an Ever-Changing Network Environment
| sponsored by Quintum Voice Over IP Technologies
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: 05 Jun 2008 | Published: 01 Mar 2008
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5 Steps to Defining IT Services: A Hands-On Workbook
| sponsored by Enterprise Management Associates (EMA)
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: 19 May 2008 | Published: 01 Mar 2008
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Transforming Business: Optimizing the Business Outcomes of SOA
| sponsored by Hewlett-Packard Company
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: 29 Apr 2008 | Published: 01 Jan 2007
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Optimizing Virtual Environments Requires Self-Learning Performance Management
| sponsored by Netuitive, Inc.
WHITE PAPER:
Self-learning performance management software helps IT restore some predictability to server and application performance management in virtual environments.
Posted: 21 Apr 2008 | Published: 01 May 2007
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Redefining the Performance Management Process
| sponsored by Netuitive, Inc.
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: 21 Apr 2008 | Published: 01 Apr 2008
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Accelerating BSM Adoption
| sponsored by Netuitive, Inc.
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: 21 Apr 2008 | Published: 01 Apr 2008
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Deliver Full Workforce Optimization and Build the Optimal Service Solution
| sponsored by SERVICEPower
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: 28 Feb 2008 | Published: 29 Apr 2003
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Network Optimization: Achieving Success and Profitability in Field Service
| sponsored by SERVICEPower
WHITE PAPER:
A key element and requirement for optimization is the ability to manage field resources.
Posted: 28 Feb 2008 | Published: 01 Jan 2005
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Meeting Tomorrow's Internet Performance Requirements
| sponsored by Keynote Systems
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: 26 Feb 2008 | Published: 01 Mar 2007
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Think beyond Software Performance Monitoring: A Perspective on Your Service-Level Management Strategy
| sponsored by Keynote Systems
WHITE PAPER:
This white paper discusses methods for monitoring Web site performance from an end-user perspective. Explore the benefits associated with neutral, third-party performance monitoring.
Posted: 08 Feb 2008 | Published: 01 May 2005
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A Guide to Diagnosing .Net Application Errors
| sponsored by AVIcode, Inc.
WHITE PAPER:
This white paper offers a guide for effectively diagnosing .Net application health problems, code failures and performance bottlenecks.
Posted: 17 Jan 2008 | Published: 01 Sep 2007
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A Common Core - ITIL Version 3.0 and CMMi-SVC
| sponsored by Wipro Technologies
WHITE PAPER:
Learn how the capability maturity model for services (CMMi) has evolved out of a software maturity model to share common abilities with ITIL across software development and services to bridge business and IT gaps.
Posted: 29 Oct 2007 | Published: 01 Oct 2007
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The Evolution of the IT Help Desk to the Service Desk - An Examination of Current and Future Trends
| sponsored by CompuCom Systems, Inc.
WHITE PAPER:
Transforming legacy help desk solutions into managed service desks can reduce support and maintenance costs without sacrificing quality. Learn how your organization can support continuous improvement, remain agile and adapt to change.
Posted: 29 Oct 2007 | Published: 01 Aug 2007
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Improve Your Business through Best Practice IT Management
| sponsored by Kaseya
WHITE PAPER:
This white paper provides insight on ways that MSPs and IT departments can improve their management of services. Learn how using ITIL best practices with an automated management solution can address a number of the unique challenges these businesses face.
Posted: 08 Oct 2007 | Published: 01 Sep 2007
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Automating and Optimizing Service Desk Performance
| sponsored by Kaseya
WHITE PAPER:
The service desk is the first line of defense for reacting to IT issues, yet most organizations haven't designed their service desk properly. Read this white paper to learn about a solution that addresses this problem and help support your clie...
Posted: 08 Oct 2007 | Published: 01 Oct 2007
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End-User Monitoring: Gaining Visibility into Hidden Business Risks
| sponsored by CA
WHITE PAPER:
This white paper explores how to implement effective end-user transaction monitoring and management to attain greater visibility into the user experience.
Posted: 18 Sep 2007 | Published: 01 Aug 2007
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SOA and Web Services: The Performance Paradox
| sponsored by CA
WHITE PAPER:
Learn why it is critical to consider the impact Web services have on the environment into which they are deployed in order to address performance. Find out how to ensure superior performance of service-enabled environments.
Posted: 27 Jul 2007 | Published: 01 Apr 2007
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Infrastructure Optimization Drives Efficient Service Delivery
| sponsored by CA
WHITE PAPER:
IT is challenged to improve service levels and meet business demands while holding the line on costs. Learn how adopting a service-oriented, process-driven approach allows IT to link infrastructure to services so services can be proactively managed.
Posted: 04 Jun 2007 | Published: 01 Apr 2007
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Best Practices for BlackBerry Enterprise Server (BES) and BlackBerry User Management
| sponsored by BoxTone
WHITE PAPER:
As deployments of the BlackBerry Enterprise Server (BES) for Domino or Exchange platform accelerate, best practices dictate use of a 3-dimensional monitoring and management approach. Read this paper to learn more about this approach.
Posted: 13 Feb 2007 | Published: 13 Feb 2007
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