Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation   (SOFTWARE PRODUCT)

Podcast - How to Produce an Actionable IT Service Catalog by newScale, Inc. October 2008 - (Free Research) 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...  (PODCAST) READ ABSTRACT |

PGI halves the time-to-market for new products with cloud infrastructure solutions from CA Technologies by CA Technologies. December 2011 - (Free Research) Keeping up to date with the latest technology is crucial to maintain a competitive edge but with lengthly IT provisioning processes can delay the time-to-market for customer products.  Read this white paper to learn how one company created a cloud-based approach that facilitated business growth by cutting costs and increasing services quality.  (WHITE PAPER) READ ABSTRACT |

Driving the SLM process in ITIL: Why it should be your priority by CA Technologies. December 2011 - (Free Research) The notion of service level management is fundamental to business success. Why? Because service level management drives customer satisfaction and retention. In this webcast, learn how to meet SLAs through different strategies such as testing, quality control and capacity management.  (WEBCAST) READ ABSTRACT |

Business Process-Centric Information Technology: Aligning Business and Technology for High Performance by Accenture February 2009 - (Free Research) Process-centric IT is, first and foremost, a way for the IT organization to build applications that will deliver greater flexibility and agility to the business-enabling high performance.  (WHITE PAPER) READ ABSTRACT |

E-Guide: Best practices and considerations to ensure help desk management success by SysAid Technologies April 2011 - (Free Research) This e-guide from SearchDataCenter.com explains why it is essential analyze the performance of your service desk to ensure optimal results. Gain expert insight into how to improve IT help desk services with vendor support. And find out how to help staff be more productive by providing them with extra support.  (EGUIDE) READ ABSTRACT |

Hosted ITSM Toolset Provides Key Monitoring and Management Benefits by CA Technologies. June 2012 - (Free Research) <p>To keep up in an increasingly global business climate, companies must have effective incident and change management processes in place. This case study recommends a hosted ITSM toolset that can help you maintain better control over your IT infrastructure, no matter where it is physically located.</p>  (CASE STUDY) READ ABSTRACT |

The Many Benefits of Lean IT by Cisco Systems, Inc. September 2010 - (Free Research) Can a leaner approach to IT deliver greater value at lower cost? Flextronics' CIO David Smoley reveals how a lean approach to IT, similar to successful methods used in manufacturing, delivers greater value to organizations and their customers.  (VIDEO)

7 Keys to MSP Success by N-able Technologies June 2012 - (Free Research) There are plenty of MSPs in the world that are successful and profitable. Want to know how they do it? Tune into this video to find out!  (VIDEO) READ ABSTRACT |

Business Process Management Solution Implementation Guide by IBM December 2010 - (Free Research) The BPM Solution Implementation Guide, an IBM® Redpaper™, provides a practical approach to rapid Business Process Management solution delivery. It describes how to analyze, model, and manage processes in the context of a real healthcare scenario.  (WHITE PAPER) READ ABSTRACT |

Business Skill Courseware by SkillSoft Corporation SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations.  (ASP & SOFTWARE PRODUCT)

Maximising automation and the industrialisation of IT by ComputerWeekly.com December 2012 - (Free Research) This report from analysts Bob Tarzey and Clive Longbottom makes the case for automation in IT operations management.  (ANALYST REPORT) READ ABSTRACT |

Utilizing Next Generation MSP Automation to Gain a Competitive Advantage in the Marketplace by N-able Technologies December 2012 - (Free Research) This independent analysis paper describes how N-able's automation platform can help you scale your operations to meet customer demands in a profitable manner.  (WHITE PAPER) READ ABSTRACT |

The Total Economic Impact of CA Technologies’ Business Service Insight Solution by CA Technologies. December 2011 - (Free Research) Read this study conducted by Forrester Consulting on behalf of CA Technologies, you learn about the ROI impact of a SLA management platform that offers features for data metrics, automation, performance monitoring, and more.  (WHITE PAPER) READ ABSTRACT |

Why Your Current Service Desk is Failing Your Business, and What to Do About It by CA Technologies. September 2012 - (Free Research) Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity.  In today's business environment, a service desk update may be in order, and this resource outlines the requirements for a successful platform, along with questions to ask before making a purchase decision.  (WHITE PAPER) READ ABSTRACT |

The Emergence Of Service Assurance For Enterprise IT by CA Technologies. April 2010 - (Free Research) In surveying more than 150 IT professionals with direct responsibility for network, systems, and/or application delivery, Forrester found that all of these enterprises had fundamental issues around managing the performance of these applications and business services and the underlying transactions.  (ANALYST REPORT) READ ABSTRACT |

eGuide: ITSM basics and best practices by CA Technologies July 2011 - (Free Research) This expert e-guide from SearchDataCenter.com is designed to help IT pros maintain efficiency without compromising service quality. Gain insight into how change management can free up time while improving availability and explore ten considerations for implementing this essential process.  (EGUIDE) READ ABSTRACT |

Improving Help Desk Efficiency: Asset Management and Help Desk Optimization by TechExcel August 2008 - (Free Research) This paper explains how asset discovery, and AssetWise Discovery software, plays a vital role in raising help desk efficiency while maintaining customer satisfaction and resolving problems effectively.  (WHITE PAPER) READ ABSTRACT |

ImageMC++ by Viking Software Solutions ImageMC++ is a highly advanced solution designed to maximize the auto-adjudication of claims. The rapid availability of electronic image and data, coupled with extensive rules-base processes, accelerates the handling of those claims that do not immediately auto-adjudicate and improves the efficiency of customer service functions.  (SOFTWARE PRODUCT)

Linux Related Technical Support Study by SUSE August 2010 - (Free Research) When it comes to technical support services, not all Linux offerings are created equal. This white paper evaluates three leading Linux vendors on several critical support capabilities, including ease of access to services, knowledge and expertise, and speed and effectiveness of resolution.  (WHITE PAPER) READ ABSTRACT |

The Perfect Combo: ITIL, I.T. Service Management, and Social Media by BMC Software, Inc. August 2012 - (Free Research) Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction.  (WHITE PAPER) READ ABSTRACT |

Configuration and Change Management for IT Compliance and Risk Management by Tripwire, Inc. November 2007 - (Free Research) This white paper discusses key issues surrounding configuration management and compliance, such as the IT department's need to lower costs, increase management flexibility and control, and increase responsiveness to business needs and requirements.  (WHITE PAPER) READ ABSTRACT |

Top Ten IT Systems Management Pain Points by Kaseya April 2011 - (Free Research) Managing the IT infrastructure for small and mid-sizedcompanies is a thankless job. People just don’tunderstand the expertise, time and patience required.Kaseya presents the top ten IT management pain pointsand our solution for making your life easier.  (WHITE PAPER) READ ABSTRACT |

Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management by KANA (E-mail this company) June 2012 - (Free Research) Check out this informative webcast to understand how customer service and dynamic case management are related and how to build a strategy for both.  (WEBCAST) READ ABSTRACT |

Workforce Management in a contact centre by Aspect June 2012 - (Free Research) In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.  (WHITE PAPER) READ ABSTRACT |

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