IT Service Management (ITSM)/ IT Infrastructure Library (ITIL) | Service Oriented Architecture (SOA) | Application Management and Maintenance | Availability, Performance and Problem Management | Customer Service (General) | Application Integration | Customer Relationship Management (CRM) | Help Desk and Call Management | Business Process Management (BPM) | Systems Integration

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Business Services Innovation: How Top CIOs Take the Lead by Hewlett-Packard Company December 09, 2011 - (Free Research) Industry leaders share their experiences turning IT business service ideas into effective moneymakers that also strengthen customer relationships. (EGUIDE) VIEW ABSTRACT | GO TO

Case Study: Florida Insurer Drives Service Availability Gains by Hewlett-Packard Company November 30, 2011 - (Free Research) Read this case study to find out how Blue Cross and Blue Shield of Florida combined application lifecycle management (ALM) best practices with performance management software to drive improvements in the performance and availability of their business-critical services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Business Case For Cloud Data Protection by Autonomy, an HP company (E-mail this company) November 18, 2011 - (Free Research) This white paper helps managers to build a compelling business case for deploying online data protection services rather than continuing current methods of backup and recovery – or implementing other onsite alternatives. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

EMA white paper - Predictive control to real-time service delivery by Hewlett-Packard Company November 30, 2011 - (Free Research) Enterprise services management has greatly changed over the years. Read this white paper to get a grasp on the latest architectural, design and functional changes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Building Instant-On Cloud Services and Revenues by HP and Intel February 08, 2012 - (Free Research) This case study explores how converged infrastructure solutions helped one organization deliver a cost-effective, virtualized Infrastructure-as-a-Service while increasing service scalability, flexibility, and reducing costs. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Use effective call centers to build customer loyalty by Infor CRM February 08, 2012 - (Free Research) This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. (EGUIDE) VIEW ABSTRACT | GO TO

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

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

2011 BI market study- Trends, tools and top vendors by Actuate January 16, 2012 - (Free Research) Read this white paper to learn why Actuate BIRT outperformed Pentaho and Jaspersoft to secure the leading open source overall ranking and surpassed other open source business intelligence (BI) vendors by a wide margin in this independent market study. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

The Total Economic Impact of Dell SecureWorks Managed Security Services by Dell SecureWorks UK November 30, 2011 - (Free Research) If you are evaluating how to meet an information security or compliance need and want to be sure the investment will pay off for your organization, having credible information from a trusted authority is invaluable.  This case study will help you. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Advantages of Managed Security Services vs. In-house Security Information Management (SIM) by Dell SecureWorks UK March 24, 2011 - (Free Research) The intent of this paper is to provide an executive-level summary of the potential costs associated with managing information security in-house and highlights the advantages of using a Managed Security Services Provider (MSSP) to reduce costs and improve the quality of protection. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Apply the power of CRM to build customer loyalty by Infor CRM February 07, 2012 - (Free Research) This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies. (EGUIDE) VIEW ABSTRACT | GO TO

Security Whitepaper: Google Apps Messaging and Collaboration Products by Google Apps July 06, 2010 - (Free Research) Content Provided by Google. Google Apps provide familiar, easy to use products and services for business settings. These services enable customers to access their data virtually anytime and anywhere from Internet-capable devices. This computing environment is called "the cloud." Read this white paper to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

One-Stop Shop: Best Practices to Streamline your Service Desk by Nimsoft, Inc. September 22, 2011 - (Free Research) Your service desk should be the one stop shop for internal and external customers. But, in order for IT to be the orchestrator of knowledge and the service catalog, you need to provide excellent service and quick response times. Watch this webcast and discover the most current recommendations for service delivery and management best practices. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Pragmatic ITIL: Bridging the Gulf between Theory and Practice by Nimsoft, Inc. January 04, 2012 - (Free Research) While the consensus around the benefits of ITIL is virtually universal, ITIL initiatives run the gamut – both in terms of costs and benefits. Learn how your service management platform can play a huge role in the degree to which you realize the potential benefits of ITIL in your organization. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cut Coding for Faster Service Desk Deployments by Nimsoft, Inc. January 04, 2012 - (Free Research) Learn an alternative to legacy service management solutions that is fast to deploy, easy to configure, and can help your organization realize faster time to value and lower total cost of ownership, both immediately and in the long term. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

SaaS-based Service Management: Tailor to the Business with Ease by Nimsoft, Inc. January 04, 2012 - (Free Research) Learn how SaaS-based service management can help you eliminate the cost and distraction of platform maintenance, minimize upgrade costs and disruptions, tailor to the business without complex coding, and more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Adapt your contact center for increased customer satisfaction by inContact January 20, 2012 - (Free Research) This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. (VIDEO) VIEW ABSTRACT | GO TO

Addressing Cloud Backup Security by SunGard Availability Services February 06, 2012 - (Free Research) As cloud deployments continue to expand, there are a number of security issues IT managers must keep in mind to ensure that content is protected. This white paper is here to keep you up to date on the latest cloud security challenges and solutions, and will help you understand how to accurately define your backup and security needs. (EGUIDE) VIEW ABSTRACT | GO TO

So You Think WS08 R2 Remote Desktop Services (RDS) Will Meet All of Your Organization’s Needs? by Ericom Software January 27, 2011 - (Free Research) This paper examines how Microsoft Windows Server 2008 R2 remote desktop services (RDS) is a good, entry-level platform for simple deployments, low-complexity environments, and server based computing. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Videocast: Gotchas That Can Get Ya in 2012: Critical Issues in Supporting Self-Service BI by Actuate February 06, 2012 - (Free Research) During this webcast, Claudia Imhoff, of Intelligent Solutions, and Jeff Morris, of Actuate, will discuss the top issues that business intelligence (BI) implementers must tackle to create a sustainable and maintainable self-service BI environment in 2012. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Look at Business Size, Budget When Choosing Between SaaS and Hosted ERP by Sage Software February 06, 2012 - (Free Research) This expert guide explains some of the prominent differences between Software as a Service (SaaS) enterprise resource planning (ERP) software and hosted ERP systems including cost, benefits, and risks of both. (EGUIDE) VIEW ABSTRACT | GO TO

Best Practices for Developing SaaS ERP RFPs and SLAs by Sage Software February 06, 2012 - (Free Research) Developing a Software as a Service (SaaS) enterprise resource planning (ERP) request for proposal (RFP) is different from on-premise, requiring more attention to the vendor’s financial viability. In this expert guide, readers will get advice on the right questions to ask when purchasing SaaS ERP. (EGUIDE) VIEW ABSTRACT | GO TO

The Business Case for RDP Acceleration by Ericom Software March 24, 2010 - (Free Research) Microsoft RDP is the de-facto standard protocol for accessing remote applications and desktops. This white paper identifies some of the RDP performance challenges facing organizations, as well as their potential causes and cures. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Essential OAuth Primer: Understanding OAuth for Securing Cloud APIs by Ping Identity Corporation June 21, 2011 - (Free Research) OAuth defeats the password anti-pattern, creating a consistent, flexible identity and policy architecture for web applications, web services, devices, and desktop clients attempting to communicate with Cloud APIs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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