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- Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- The Do's and Don't of Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- Cornerstones Of Post-Sales Service Excellence
- Equipment manufacturers in industries are striving to achieve higher profit margins and retain clients through value-added services that differentiate them from the competition. Customers in these industries demand the highest reliability levels of equipment availability and are willing to pay a premium for these services. This compresses allowable response time...
- White papers 2003-01-01
- SLAs For Managing Applications Development Outsourcing
- Outsourcing is the process of procuring services from outside vendor rather than developing it in-house. Outsourcing deals that include applications development are increasingly common. However, organizations struggle with suitable service level agreements in the aforesaid area. The paper examines the avenues to measure and manage such outsourcing deals. ...
- White papers 2001-11-16
- Blueprint For An Exchange Service Level Agreement
- The Service Level Agreement SLA is a legal document that spells out the specifics of the exact services and service levels between a company and an outsourcing vendor. The SLA process is the methodology adopted by the vendor in rendering the aforesaid services. The paper details the mechanics behind a...
- White papers 2003-01-01
- The Forgotten Five: What Your SLA Does Not Cover
- In the IT business domain, the Service Level Agreement SLA is a contract between an organization and the outsourcing vendor that spells out the terms and conditions of the service between the aforesaid entities. It is a tool to monitor the effective enforcement of the service clauses. However, there are...
- White papers 2000-06-12
- Managing BPM: To O or Not to O
- The paper provides a perspective that evolves from the Supply-Chain Operations Reference SCOR framework, and then some more interesting perspectives about what seems to be evolving. SCOR provides an excellent process reference to support 'globalized' supply-chain, enabling an easy language to describe material flow, workflow, and transaction flow between companies...
- White papers 2005-07-01
- Enterprise Management
- The client is a leading agribusiness company. The client runs SAP at multiple locations globally. Because of multi-location and multi installation nature, the administration and supports costs were very high. There was an urgent need to have a resource pool of trained SAP resources and to reduce the total cost...
- Case studies
- Homeloan Management Limited: Provider of Back-Office Processes to the Financial Services Industry Takes Control of a Growing Business
- Homeloan Management Limited is the UK's foremost provider of systems and process outsourcing solutions to the mortgage sector. HML needed a solution that could help it proactively diagnose issues with both its own and its customers' systems to ensure that service level agreements were met. The solution provided was a...
- Case studies
- Support and Enhancement of SAP Applications for a Fortune 500 Company
- To manage growing business needs, a Fortune 500 company implemented SAP R/3 at its USA and UK geographies, while the other geographies were running on legacy systems. The client was looking forward to reduce dependency over multiple technologies by migrating most of the applications to SAP. Wipro provided end-to-end services...
- Case studies
- Sun Micro Stops Handling Its Parts Management in Pieces
- Sun fell on hard times after 2000, with the dot-com crash and a plunge in sales. When business declined, it could no longer mask the inadequacies in its organization. Sun set out to fix the problem on a number of fronts. One of its biggest efforts came in the area...
- Case studies 2005-02-01
- Change Management: A CA IT Service Management Process Map
- CA's IT Service Management ITSM Process Maps provide a clear representation of the ITIL best practice framework. It uses the analogy of subway or underground system transport maps to illustrate how best to navigate a journey of continuous IT service improvement. Each map details each ITIL process track, the ITIL...
- White papers 2006-06-01
- Oblicore for SLM, BSM and BPM
- Service Level Management SLM, Business Service Management BSM and Business Process Management BPM are different yet related disciplines for managing, monitoring and reporting IT and business processes. This paper describes high-level differences between the disciplines and explains how Oblicore supports them from a service provider and receiver perspective. Oblicore Guarantee...
- White papers 2005-02-01
- Structure Of Service Level Agreements (SLA) In IT Outsourcing: The Construct And Its Measurement
- The increased reliance of companies on IT outsourcing has turned management attention to a set of skills of managing relationships with service providers. While practitioners proclaimed that a key to managing outsourcing relationships was with SLA, there existed very little understanding of how effectiveness and impact of SLA on IT...
- White papers 2006-06-25
Additional Resources
- Risk Denial From the Top? Companies Overlook and Under-Manage the Business Risks of IT Project and Service Delivery
- Information technology plays a central role in companies' execution of competitive strategy and business operations, say finance executives in a new survey from CFO Research Services. But research results make it clear that uneven management of IT projects and services poses material risks to strategy, business operations, and...
- White papers 2005-09-21
- Best Buy Reorganizes Stores to Face Wal-Mart, Costco and the Mass Market Threat
- Trying to determine just what Best Buy will accomplish with its store reorganization is difficult. The company is reluctant to definitively explain its actions and goals, substituting the mantra: We want to get employees out in front of customers. Now, certainly there it truth in that, but, in practice, its...
- Blog posts 2009-04-17
- nLayers Announces Certified Integration with HP OpenView Operations and Becomes Platinum Level Business Partner; nLayers InSight Brings Award-Winning IT Service Discovery and Mapping Capabilities to HP OpenView Customers
- SAN JOSE, Calif. -- nLayers, a leader in IT service discovery, today announced that the award-winning nLayers InSight application discovery and mapping solution has achieved a certified integration with HP OpenView Operations, and nLayers has also become an HP Platinum Business Partner. nLayers is the first provider of agentless IT...
- Research articles 2006-01-16
- Process Control and Modeling in BPM : Advanced Modeling, Analytics, and Goal Management: Critical Components of Comprehensive BPM
- This paper describes the Global 360 Advanced BPM Intelligence with which companies can track and measure their performance based on real-time feedback, identify problem areas earlier, evaluate process changes and results more quickly, and spot opportunities for improvement. Goal Management enables them to optimize resource utilization in a manner consistent...
- White papers 2004-12-22
- Keynote Hosting Total Performance Management Symposium in Washington, D.C. on September 23rd
- SAN MATEO, Calif. -- Keynote Systems (Nasdaq:KEYN) --John Monroe, Editor of Federal Computer Week to Deliver Opening Presentation on Performance Challenges Facing Government Agencies Today --Symposium Targeted at Government and Commercial Sector IT Executives Responsible for Online Applications and Operations --Learn Best Practices for Service Level Management...
- Research articles 2004-09-16
- Corvis and Clear to provide comprehensive optically optimized networking management solution to carriers - Business - Brief Article
- Clear has announced a solution partnership with Corvis Corp. Together, Clear and Corvis will offer Corvis' customers enhanced fault and performance management capabilities and service level agreement SLA monitoring and reporting. This solution allows long-distance carriers, inter-exchange carriers, local exchange carriers and MSOs to monitor and maintain their networks, thereby...
- Research articles 2002-02-28
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