Metrics White Papers

WHITE PAPER: This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value.

Posted: 27 Mar 2014 | Published: 30 Sep 2012

WHITE PAPER: To maximize company performance, you need the best talent – and the best talent comes from superior recruiting. This resource counts down 10 must-have metrics and benchmarks for better recruiting.

Posted: 25 Feb 2014 | Published: 25 Feb 2014

WHITE PAPER: This whitepaper details the growth in business analytics and how data can be leveraged to get a leg up on the competition.

Posted: 24 Jan 2014 | Published: 24 Jan 2014

WHITE PAPER: There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.

Posted: 25 Jan 2013 | Published: 25 Jan 2013

WHITE PAPER: Access this white paper to learn how implementing cloud storage metrics can help you choose the right technology for increasing IT productivity and capacity management in your enterprise.

Posted: 31 Oct 2011 | Published: 31 Oct 2011

WHITE PAPER: When moving to the cloud, storage metrics can significantly help to improve efficiency and capacity management, optimizing your SAN environment. Access this white paper to learn how these metrics can help you effectively manage your computing and traditional environments.

Posted: 04 Oct 2011 | Published: 04 Oct 2011

WHITE PAPER: This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.

Posted: 19 Jul 2011 | Published: 19 Jul 2011

WHITE PAPER: In this survey you will learn how asset management has changed over the years and the different challenges asset management professionals have been facing.

Posted: 18 May 2011 | Published: 17 May 2011

WHITE PAPER: This quick guide from Service Desk Institute identifies the most popular industry metrics that you should be employing, considers the best ways to measure them and demonstrates how to utilise these measures to improve your service delivery.

Posted: 05 Apr 2011 | Published: 05 Apr 2011

WHITE PAPER: In today's economic climate, IT organizations are looking for ways to achieve cost savings in the short term. Based on this study, the IT organizations achieved this goal by realizing an average payback period for JBoss Operations Network of a short 5.3 months - recovering their initial investments well within the first half-year of deployment.

Posted: 16 Feb 2011 | Published: 16 Feb 2011

WHITE PAPER: This brief paper will examine the differences between Agent and Agentless monitoring, so you can make the right decision based on your company’s needs.

Posted: 30 Sep 2010 | Published: 30 Sep 2010

WHITE PAPER: In this white paper, you'll find both the pitfalls of virtual monitoring and management, and how to navigate the maze of competing virtual monitoring and management vendors. In the end, you'll have a clear idea of what solutions will work for you.

Posted: 29 Sep 2010 | Published: 29 Sep 2010

WHITE PAPER: What exactly is business analytics and how can it help? Business analytics is, simply put, the application of analytical techniques to resolve business issues. It provides organizations with a framework for decision making, helping organizations solve complex business problems and more.

Posted: 30 Jul 2010 | Published: 30 Jul 2010

WHITE PAPER: Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business.

Posted: 16 Jul 2010 | Published: 16 Jul 2010

WHITE PAPER: When developing or reengineering the enterprise architecture, implementing fundamental data quality practices can reduce the complexity of the data management framework thus reducing effort, risk, and leading to a high degree of trust in enterprise information. Read this paper to learn more about data quality practices and core data services.

Posted: 11 Jan 2010 | Published: 11 Jan 2010

WHITE PAPER: This paper reviews the challenges of measuring data center energy efficiency and proposes a solution: a new metric called CUPS, or Compute Units per Second, that allows data center managers to calculate data center efficiency.

Posted: 07 Jul 2009 | Published: 07 Jul 2009

WHITE PAPER: In performance management, consistency is king. The simple sounding steps-identify and focus on value drivers, and align the organization to drive results - beg the question: What's the best performance management framework? Read this paper to learn more.

Posted: 05 May 2009 | Published: 01 Sep 2008

WHITE PAPER: By implementing loyalty programs that are integrated across sales, service, and marketing - across all channels of interaction - a firm can greatly enhance the customer experience, increase customer retention, and foster development of a community of people who serve as advocates for the business.

Posted: 27 Apr 2009 | Published: 27 Apr 2009

WHITE PAPER: This report provides a clear understanding of the capabilities a successful data loss prevention solution must deliver. It also incorporates insight into the capabilities that companies require from their solution.

Posted: 10 Mar 2009 | Published: 10 Mar 2009

WHITE PAPER: CIOs are emerging as leaders of innovation and bringing those ideas to the table, putting their end-to-end knowledge of the business to use in thinking through new technology-based opportunities.

Posted: 11 Feb 2009 | Published: 10 Feb 2009

WHITE PAPER: This green data center e-book serves as an all-in-one guide to lead you through the process of creating an energy-efficient data center.

Posted: 31 Oct 2008 | Published: 31 Oct 2008

WHITE PAPER: This white paper details the critical roles IT plays in providing Operations with timely information in areas such as quality management, supply chain, and cost control.

Posted: 11 Aug 2008 | Published: 01 Jun 2008

WHITE PAPER: This global CIO2CIO research program was conducted for SAP, Inc. to gain insight into information management practices in various regions of the world and the research was conducted among IT professionals in the U.S., Europe and Asia.

Posted: 18 Jun 2008 | Published: 01 Jul 2007

WHITE PAPER: This paper proposed several actions financial executives can take to become agile CFOs.

Posted: 12 Jun 2008 | Published: 01 Dec 2006