Customer Relationship Management (CRM) | Application Management and Maintenance | Application Lifecycle Management(ALM) | Customer Experience Management (CEM) | Business Process Management (BPM) | IT Service Management (ITSM)/ IT Infrastructure Library (ITIL) | Customer Service (General) | Call Center Management | Contact Center Management | Technology Outsourcing

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Plan Now for Licensing Windows 7 by Dell, Inc. and Intel July 22, 2009 - (Free Research) This Forrester Research paper will show you how analyzing your options for upgrading to Windows 7 can save you down the road. One of the first steps IT managers should take is to determine their firm's Windows 7 licensing strategy and how it fits into their broader Microsoft relationship. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How it is Used: Enterprise Open Source Data Integration by Talend February 10, 2009 - (Free Research) The results of the survey clearly show that open source data integration solutions are mature enough for mission-critical enterprise use in every arena. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

JN Data Success Story by CA March 05, 2010 - (Free Research) Using the CA Wily Application Performance Management (APM) solution consisting of CA Wily Introscope® and CA Wily Customer Experience Manager™, JN Data better manages Web applications through faster diagnosis of problem root causes in its customers’ heterogeneous environments. Watch this webcast to learn the details. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

JN Data Improves End-User Services through More Effective Web Application Management by CA February 19, 2009 - (Free Research) Read this paper to learn how using the CA Wily Application Performance Management (APM) solution consisting of CA Wily Introscope® and CA Wily Customer Experience Manager™, JN Data better manages Web applications through faster diagnosis of problem root causes in its customers’ heterogeneous environments. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

IT Economics: Streamlining Application Performance Management with Extended Visibility and Virtualization by CA May 04, 2009 - (Free Research) The concept of Lean IT is emerging to describe the best practices required to strip inefficiency out of day-today IT operations in ways similar to how Lean Manufacturing strategies streamline manufacturing processes. This IDC White Paper discusses how APM solutions can help IT managers cope with today's economic and operational IT challenges. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IT Managers Struggle to Make the Right Service Desk Choice! by Numara Software December 16, 2009 - (Free Research) Dynamic Markets Research Demonstrates that Nearly All IT Managers' Service Desk Solutions are Creating Cost Headaches Beyond the Basic Purchase Price. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

IDC Product Flash: 3PAR Launches F-Class InServ Storage Servers by 3PAR April 06, 2009 - (Free Research) This IDC Flash analyzes 3PAR's announcement of the InServ F-Class storage server product line, a solution that 3PAR is positioning as a more scalable, efficient, and flexible midrange storage platform. This Flash also examines the major IT developments that are driving future midrange storage developments. (ANALYST NEWS) VIEW ABSTRACT | GO TO

Best Practices for Implementing Automated Functional Testing by Hewlett-Packard Company April 2007 - (Free Research) By automating functional testing, you can take major steps forward to improve automated business processes. Your development and QA teams can increase the speed and accuracy, and your IT department can achieve a higher ROI from software projects. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Presentation Transcript: Home Is Where the Money Is by inContact March 2010 - (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth. (PRESENTATION TRANSCRIPT) VIEW ABSTRACT | GO TO

Home Is Where The Money Is by inContact January 2010 - (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This webcast reveals the real cost of absenteeism and provides call center management best practices that boost company growth. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Load Testing for Web 2.0: Simplifying Performance Validation for Rich Internet Applications by Hewlett-Packard Company August 2008 - (Free Research) While rich next generation applications promise a radically improved customer experience, they also have the potential to overwhelm your servers. This paper examines a set of sophisticated tools for load testing your new high -powered apps. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

BMC Database Administration Solution for DB2 z/OS by BMC Software, Inc. April 2009 - (Free Research) BMC provides a set of tools and utilities that are designed to automate the complex processes involved in updating and managing DB2 environments with the aim of being easy to use, and fast and effective in their execution. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Changes to the PMBOK® Guide, 4th Edition, and What You Should Know by Global Knowledge March 2009 - (Free Research) In December 2008, PMI® (Project Management Institute) released the 4th edition version of 'A Guide to the Project Management Body of Knowledge® (PMBOK® Guide)',the Project Management Institute's (PMI's) collection of published “generally recognized good practices” (according to PMI's 4th edition FAQs). (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Last Software You'll Ever Buy? The CRM Platform as Development Platform by Pivotal CRM, a CDC Software solution November 2009 - (Free Research) Can't decide whether to build or buy a CRM system? This podcast presents a third solution that is an application development platform that provides the building blocks for faster, cost-effective application development that achieves a better fit for your business’ processes. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Cisco Unified Communications Manager 7 Dial Plan Enhancements and Their Effect on the Dial Plan by Global Knowledge November 2009 - (Free Research) The dial plan is a key element in Cisco Unified Communications Manager (CUCM) environments. The dial plan is at the very core of the user experience. For companies that have multiple locations, or that are global, a comprehensive dial plan can become large and very complex. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Faster PHP Through Java by Caucho Technology March 2009 - (Free Research) Using benchmarks and code samples throughout to anchor the discussion, this paper explores how Quercus - Caucho's Java implementation of PHP - can perform faster than the standard Apache-based PHP both in synthetic benchmarks and real-world applications. The results are quite impressive. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Lumension® Device Control for Microsoft® System Center by Lumension January 2010 - (Free Research) Read how through centrally managing, deploying, enforcing and monitoring device/port access, and more, Microsoft SCCM customers can significantly reduce implementation costs and quickly enhance their security policy enforcement. (DATA SHEET) GO TO

Economist Intelligence Unit: A New Mandate for IT by SAP America, Inc. April 2007 - (Free Research) Learn more about the changing role of IT in business. This report includes research targeted towards senior executives responsible for managing and deploying information technology in pursuit of business objectives. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp. February 2010 - (Free Research) This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Orion NetFlow Traffic Analyzer by SolarWinds, Inc. February 2009 - (Free Research) Many networking managers cite lack of visibility into network issues and performance as a common problem. They need the ability to identify which users and applications are consuming the most network bandwidth and which IP addresses are top talkers. Check out this download to learn how the Orion NetFlow Traffic Analyzer provides this information. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP America, Inc. September 2008 - (Free Research) The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: Manchester College Replaces a Failing Voicemail and Phone System by CDW Corporation September 2009 - (Free Research) Manchester College had phone and voicemail systems that had outlived their life expectancy. CDW implemented an advanced unified communications system that brought their phone and voicemail into the 21st century. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Managing IT in a Downturn: Beyond Cost Cutting by SAP America, Inc. November 2008 - (Free Research) Downturns give companies a chance to buck conventional wisdom and increase their IT investments. Targeted investments in many areas can generate efficiencies and revenue growth that surpass the savings from straight cost reductions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Three Ways to Prevent Insider Risk Within Your SCCM-Managed Environment by Lumension January 2010 - (Free Research) Read this white paper to learn how removable device policy enforcement can prevent risks while enabling managed use of necessary productivity tools—seamlessly within your Microsoft® System Center Configuration Manager-managed environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Evaluation Guide: SharePoint 2010 for the Professional Developer by Microsoft Corporation India Pvt Ltd December 2009 - (Free Research) The SharePoint 2010 developer evaluation guide describes the SharePoint 2010 developer platform, including walkthroughs of some of the new capabilities for developers. (EGUIDE) VIEW ABSTRACT | GO TO

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