In a world of mobility, virtualization, and cloud computing, IT services are constantly changing. To serve the business more effectively, IT needs a new approach to managing operations. This white paper introduces a new methodology called business service management (BSM). Discover how this management approach improves your overall service quality. 

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

The Internet enables prospects to search for you rather than the other way around. You must place expertly crafted content wherever prospects might be searching. Marketers are leveraging a new methodology called Intelligent Content Strategy to attract more prospects that are looking for their solutions. 

IT audit is about the formal verification and validation of the quality and effectiveness of ITcontrols to support the overall business control objectives. From a security controlperspective the residual IT security risks are relatively well understood in a networkperimeter protected environment. 

Read this white paper to learn how, as a result of successfully applying multiple code development and testing techniques, your code will be more constrained, more maintainable, and better tested. 

Using modern-day Agile techniques such as automation and cloud hosting solutions, today’s IT leaders have opportunities to reap better returns on their ALM investments. In this issue, experts will share source code control system automation strategies, hosting options for code repositories and trends in requirements management tools. 

This resource explores a secure-by-design IT strategy based on desktop virtualization to regain control over data and applications. Inside, dscover the benefits of desktop virtualization for security, and more. 

<p>Read this expert article to learn about common challenges that developers and testers face when it comes to Agile methodology. Compare your Agile pain points to those of other development teams and discover the best way to overcome them.</p> 

Check out this white paper to learn about two network protocol models, TCP/IP and OSI. 

The numbers of employees using some form of mobile technology while working has soared. The benefits to the organisation are well documented; employees are more contactable, will probably extend their working days and should be more productive. 

Inter-Process Communications (IPC) makes up the infrastructure that merges voice, data and video applications over a single network by enhancing IP telephony (VoIP) with technology such as conferencing, call transfers and forwarding. 

This paper from the Open Group, documents an approach to enhance the TOGAF enterprise architecture methodology with the SABSA security architecture approach to create one holistic architecture methodology.