This report from Knowledge Peers and Pierre Audoin Consultants (PAC), reveals what leaders of Small and Medium-Sized Businesses (SMBs) think of IT – its strategic value, its potential, and the changing way in which it is being used in their organisations. 

IT organizations are perceived by the business in two ways - as a cost center or a center of strategic value.  This paper provides a virtualization and private cloud centric road map for IT value transformation, highlighting the objectives, challenges, required competencies, success factors and success measures at each stage. 

Whether you are trying to reduce costs, manage risks, decrease capital expenditures, or expand your business, you must make sure to select the right service that offers the experience and expertise to help you achieve your goals. Access this resource to learn how to leverage your vital strategic resources while transforming your credit services. 

HP's Operations Manager 9.00 for Windows allows your organization to spend more time on strategic initiatives by using consolidated infrastructure monitoring tools. Download this evaluation copy and get a hands-on example of how this software works. 

Read this guide to learn best practices to become strategic partners with your suppliers and understand how a sourcing strategy can make or break a company. 

Learn about unifying PC lifecycle management and IT service management, and how your service catalog, configuration management database (CMDB), and service level management (SLM) comprise the 3-legged stool that establishes IT as a strategic business partner. 

This webinar details the strategic value of operationalizing a customer experience effort across your business. What's more, to give you a head start, Eric T. Peterson will outline Web Analytics Demystified's six step process for operationalizing customer experience management within your own organization. 

This podcast event provides important real-world perspectives on what virtualization is helping companies achieve, and offers suggestions on how to plan, deploy and managed virtualized environments. 

Music services on the mobile handset are uniquely positioned to become a key platform within the music industry. Since the turn of the millennium, sales of physical music – CDs etc. – have slowly declined yearon-year, largely as a result of online piracy. 

This Strategic Outline Business Case sets out the opportunity to reduce costs and enhance flexibility of centralised ICT services, covering both information services delivered to citizens and staff, and the underpinning technical and physical Data Centre infrastructure. 

To be a true strategic partner to management, human resources (HR) requires process and systems excellence. HR needs to know the business — the drivers, mission, and challenges. Read this IDC white paper to learn how to achieve excellence in HR by focusing consistency, integration, insight, responsiveness, and agility. 

This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. 

Learn about the most strategic technologies for SMBs going into 2012. The video will focus on the business benefits of SSDs, virtualization, BI, mobility and video conferencing.