Application Management and Maintenance | Service Oriented Architecture (SOA) | Virtualization | IT Service Management (ITSM)/ IT Infrastructure Library (ITIL) | Application Integration | Network Security | Business Process Management (BPM) | Security Monitoring | Network Management | Availability, Performance and Problem Management

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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 26, 2009 - (Free Research) 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Top 10 Technical Considerations for Evaluating e-Commerce Platforms by Art Technology Group (ATG) July 23, 2010 - (Free Research) This paper offers ten considerations to help guide the selection criteria for your next e-commerce platform - which should ideally be the last e-commerce platform you would ever need to buy. Continue reading to learn these two technical considerations for evaluating e-commerce platforms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

HP Fortify on Demand - Enterprise Software Security in the Cloud by Hewlett-Packard Limited January 25, 2012 - (Free Research) HP Fortify on Demand is a SaaS testing solution that enables organizations to test the security of software quickly, accurately, affordably, and without any software to install or manage. View this paper to get a look into how this automated on-demand service works, explore use cases, and determine if this approach is right for you. (DATA SHEET) VIEW ABSTRACT | GO TO

Achieve Low Cost, Secure and Reliable Email with SaaS-based Unified Email Management by Mimecast April 01, 2011 - (Free Research) This Case Study assesses the deployment of Mimecast SaaS-based Unified Email Management (UEM) solution at Basic Energy Services, a renowned publicly traded oilfield services Company. IDC examines the effectiveness of the Mimecast solution and its services in meeting Basic Energy Services' needs and the reasons why the Mimecast solution was chosen. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

IDC Report: The Value of Cloud-based Email Applications by Mimecast June 01, 2011 - (Free Research) Nowhere are the benefits of cloud computing more evident than with enterprise email platforms. Take a look at this exclusive resource to discover the direct capital expense reductions embedded in cloud-based email. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Leverage WFM for exceptional customer experiences by Infor WFM Workbrain December 16, 2011 - (Free Research) Read this white paper to discover strategies for leveraging workforce management (WFM) to improve customer service, and thus increase customer satisfaction and retention. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

HP Service Health Analyzer Brings Predictive Control to Real-time Service Delivery by Hewlett-Packard Company December 19, 2011 - (Free Research) This white paper details architectural, design and functional changes to current management systems. With these changes come a more streamlined approach to assimilate, model and analyze data from multiple sources in real time, as well as non-real time functions such as planning, change management, change review and asset optimization. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Desktop as a Service: Overcome Key VDI Obstacles by Dell, Inc. and Intel December 15, 2011 - (Free Research) Read this white paper to learn about a new comprehensive virtualization solution can help you reduce complexity in the data center, reduce acquisition costs, and enhance end-user experiences. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Building a Scalable Cloud by Dell, Inc. and Intel June 06, 2011 - (Free Research) Salesforce.com is the leader in enterprise cloud computing services, enabling organizations to manage every part of the customer relationship without having to maintain expensive, in-house applications. Read this case study to learn how Saleforce.com made room for new service and customer growth with Dell's PowerEdge servers. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Implementing On-Demand Services Inside the Intel IT Private Cloud by Dell, Inc. and Intel March 23, 2011 - (Free Research) By instituting a hosting automation framework that includes entitlement, quotas, transparent measured services, and data-driven business logic, Intel is establishing a true enterprise private cloud that provides a consumer-focused self-service portal. Download this white paper now to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

A Simple Guide to the Efficient Enterprise by Dell, Inc. and Intel April 05, 2010 - (Free Research) Recent technology advances in five key areas put efficiency gains on the fast track. Here's how Dell can help CIOs capitalize on virtualization, mobility management, storage optimization, cloud services, and automated IT management. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

VODAFONE IRELAND IMPLEMENTS WORLD- CLASS SERVICE EXCELLENCE WITH HP BSM by Hewlett-Packard Company December 14, 2011 - (Free Research) Read this paper to learn how Vodafone Ireland achieved a 300% ROI when it replaced its reactive, introspective, fragmented IT operations processes with a more effective, integrated, end-to-end IT management framework. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customers Validate Value of HP Business Service Management Solutions by Hewlett-Packard Company December 19, 2011 - (Free Research) This paper details how HP's Business Service Management System worked for various companies. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

DNS: Risk, Reward and Managed Services by Verisign, Inc. November 11, 2011 - (Free Research) This white paper outlines the pros and cons of in-house, ISP and managed service provider DNS management options. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Building a Scalable Cloud by Dell, Inc. and AMD June 06, 2011 - (Free Research) Salesforce.com is the leader in enterprise cloud computing services, enabling organizations to manage every part of the customer relationship without having to maintain expensive, in-house applications. Read this case study to learn how Saleforce.com made room for new service and customer growth with Dell's PowerEdge servers. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Capturing The Potential Of Cloud -- How Cloud Drives Value In IT Enterprise by IBM May 18, 2011 - (Free Research) Nearly all CEOs are adapting their business models to cope with IT infrastructure challenges, and cloud adoption can support these changing business dynamics. (WHITE PAPER) GO TO WHITE PAPER

Getting cloud computing right by IBM May 04, 2011 - (Free Research) Cloud computing can potentially be a disruptive change to the way an enterprise’s IT services are delivered. We propose that examining a candidate cloud solution provider’s reference architecture should be a standard element of a CIO’s cloud vendor evaluation strategy. Learn more now. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Planning and Executing the Modernization of Legacy Apps by HP September 16, 2011 - (Free Research) This podcast demonstrates how consulting services can help teams and managers rise above day-to-day business to put their application modernization needs into focus. Listen now to learn more. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

HP Procurement Services: Boost Margins with Proven Global Spending Strategies by Hewlett-Packard Limited January 05, 2012 - (Free Research) Read this paper to learn more about HP's business processes services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Expert guide to understanding SaaS and cloud computing issues by Veracode, Inc. December 21, 2011 - (Free Research) This expert E-Guide discusses what is involved with a SaaS transition and how you can prepare. Uncover top considerations, potential cloud computing issues and how you can tackle them. (EGUIDE) VIEW ABSTRACT | GO TO

Advancing Enterprise Mobility to Improve Sales and Service by SAP America, Inc. March 24, 2011 - (Free Research) Explore the latest thinking on use of mobile technology to deliver business value by enabling sales and service processes – and transform processes across the enterprise. Business software vendors can best support their customers by collaborating with strategic partners to co-innovate and foster a mobile ecosystem. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

3 Things Business Decision Makers Need To Know About SOA by IFS January 18, 2012 - (Free Research) In this white paper, uncover the three most important things you should know about service-oriented architecture (SOA) in order to be sure you are getting the most efficient and effective performance out of your enterprise application architecture. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Forrester Wave™: CRM Suites For Large Organizations, Q2 2010 by Microsoft October 18, 2011 - (Free Research) Read this Forrester Research Inc. analysis of 18 leading customer relationship management (CRM) suite solutions. See what vendors offer the best systems for BPM, ERP, TCO, midsized organizations, and basic needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Red Hat Enterprise Virtualisation Accelerator Service by Red Hat. January 25, 2012 - (Free Research) Virtualisation can help today’s organisations respond to increasing business demands. This resource explores a service that can help you rapidly deploy virtualisation within your environment. Learn how to optimise virtualisation performance and obtain best practices to ensure maximum benefits from your investment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Enterprise Cloud Services by SunGard Availability Services January 25, 2012 - (Free Research) Discover how a fully managed, enterprise-grade and on-demand IaaS solution can help your organization reduce IT costs by up to 55%. Get services when you need them, securely and on demand, while reducing the IT administrative burden. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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