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- Leverage SLAs For A Competitive Advantage
- Competitive advantage is the measure of how much more ‘value' the organization is delivering to the customers as compared to the rival firms in the market. In an increasingly customer-centric business world of today, Service Level Agreements SLAs have become important drivers in gaining sustainable competitive advantage in the IT...
- White papers 2002-05-20
- 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
- Demand-Driven IT Service Management Through Enterprise Resource Planning For IT
- Leaders of internal IT departments are facing many of the same challenges that the leaders of the businesses they support are facing: managing increasingly volatile demand and controlling costs without sacrificing quality and customer satisfaction. Established practices in IT departments, combined with a historical supply-oriented focus on service delivery, often...
- White papers 2006-04-01
- A Decision Support Tool To Optimize Scheduling Of IT Changes
- Change management is one of the most critical processes in IT management. Some of the reasons are the sheer number of changes and the difficulty of evaluating the impact of changes on the IT services being provided. Through carrying out a survey with IT managers and practitioners, the authors have...
- White papers 2007-01-14
- Align IT to Your Business with IBM IT Service Management
- This paper provides an overview of the IT capabilities and business benefits that companies can realize with IBM IT Service Management solutions available. An IBM IT Service Management platform offers an open standards-based foundation for integrating and sharing information across IT organization silos - for more effective and...
- White papers 2006-06-01
- Vodafone Information Systems: Service Level Management at a Glance
- IT service providers like Vodafone Information Systems depend on Service Level Agreements SLAs as a measure of their success. The company had the challenge of the customer retention and satisfaction, service data from many sources. SAS provided a central Web-based reporting system. This helped the company in automated import of...
- Case studies
- SLA-Oriented Service Description Based on the Common Information Model
- IT technologies are an integral part of doing business. Most companies across a variety of industries are realizing that IT significantly impact their profitability. Businesses must improve their IT service levels like performance and availability if they are to protect these profits. However, while sustaining IT service levels and Service...
- White papers 2002-08-09
Additional Resources
- Managed Objects Announces OEM Agreement to Assure Quality on Wireless Networks; Business Service Level Management Software Advances Managed Service Strategy for Mobile Systems Bellwether
- MCLEAN, Va. -- Managed Objects, the Business Service Management Company, today announced an OEM agreement with telecommunications company Ericsson (Nasdaq: ERICY), the world's largest supplier of mobile systems. Ericsson has embedded Managed Objects' Business Service Level Management BSLM software into its third-generation mobile operational support system, or OSS-RC, which is...
- Research articles 2005-12-06
- Practical Methods For Measuring Service Level Performance And Availability Using Service Level Agreements
- This webcast asserts that by some estimates, enterprises spend over 50 percent of the budget on services, not including personnel, such as Business Process Reengineering, Call & Support Centers, Maintenance,etc. No matter who provides them information to manage, the performance and availability of service is critical. The bottom line involves...
- Webcasts 2002-07-18
- Business Process Outsourcing: Moving Up The Knowledge Continuum – Outsourcing Risk Management And Claim Processing
- The article tries to convey that in outsourcing risk management and claims processing, insurance carriers and self-insurers are learning many of the same lessons that others have learned from outsourcing efforts in IT and human resources. Companies considering any business process outsourcing must develop a sourcing strategy. The strategy should...
- White papers 2003-01-01
- Enterprise Strategy Group Validates Akorri BalancePoint's Cross-Domain Performance and Capacity Management Capabilities
- Akorri, Inc ., the leader in application service level management in the data center, today announced that leading industry analyst research firm Enterprise Strategy Group ESG tested the Akorri BalancePoint management software and validated that BalancePoint's advanced analytic capabilities enable IT managers to rapidly fix performance problems and improve server...
- Research articles 2007-08-13
- Bob Witty Joins Micromuse as Director of Channel Development; Rapidly Growing Enterprise Management Software Firm Expands Sales Strategy
- SAN FRANCISCO--BUSINESS WIRE--May 30, 1997--Micromuse, Inc., a leading developer and supplier of service-level management software for large enterprises, telcos and ISPs, has named Bob Witty its director of channel development. Mr. Witty is one of the networking industry's leading authorities on sales channels.
- Research articles 1997-05-30
- Developing a Channel Strategy
- What's the best way to sell into a new market or improve performance in existing markets? You can build your own sales force to sell directly to customers or use an indirect channel partner to reach customers. You can also use other channels such as the Internet. The decision is...
- Articles 2007-11-16
- Level 3 Communications Q1 2007 Earnings Call Transcript
- Question-and-Answer SessionOperator Operator Instructions Our first question comes from the line of Tim Horan with CIBC World Markets. Please go ahead. Tim Horan - CIBC World Markets Thanks, good morning. I am always kind of struggling to get some proxy on volume growth. And I think data centers might...
- Earnings calls 2007-07-26
- Mashable's Weekly Conference and Event Guide
- It's a brand new week, which means it's time for Mashable's guide to upcoming social media and web events, parties, and conferences. For more upcoming event listings, check out Mashable's Events section . Is your event not on this list? Contact us at least one month...
- News items 2009-11-09
- Lessons from the field - Effective Sales Management: Short and Long-term Planning, Forecasting, and Expense Budgeting - Part 2 of 2 - By John Hogan
- Lessons from the field - Effective Sales Management: Short and Long-term Planning, Forecasting, and Expense Budgeting - Part 2 of 2 - By John Hogan 'The budget evolved from a management tool into an obstacle to management.' Frank C. CarlucciCarlucci has had a very diverse career, having served as US...
- News items 2009-08-10
- Microsoft's SideKick/Pink problems blamed on dogfooding and sabotage
- By Daniel Eran DilgerPublished: 06:00 PM EST Additional insiders have stepped forward to shed more light into Microsoft's troubled acquisition of Danger, its beleaguered Pink Project, and what has become one of the most high profile Information Technology disasters in recent memory.The sources point to longstanding management issues, a culture...
- News items 2009-10-12
- Mashable's Weekly Internet and Social Media Events Guide
- It's a brand new week, which means it's time for Mashable's guide to upcoming social media and web events, parties, and conferences. For more upcoming event listings, check out Mashable's Events section. Is your event not on this list? Contact us and let's establish a media partnership. Mashable's Weekly Social...
- News items 2009-08-24
- Using the Balanced Scorecard as a Strategic Management System
- The Idea in Brief ...
- Articles 2007-09-26
- Using the Balanced Scorecard as a Strategic Management System
- The Idea in Brief ...
- Articles 2007-11-07
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