WHITE PAPER - This paper explains how asset discovery, and AssetWise Discovery software, plays a vital role in raising help desk efficiency while maintaining customer satisfaction and resolving problems effectively.
Posted: August 19, 2008 | Published: August 19, 2008


Topics:  Application Life-Cycle Management | Asset Management (Finance) | Business Process Management | CRM | Customer Satisfaction | ERP | Help Desks | IT Services | ITIL | Productivity

WHITE PAPER - This white paper shows the progression of service management since the 1990s. It will discuss the hidden service life cycles and how to make them work once they are visible. Learn how to improve services and better align IT with business objectives.
Posted: August 13, 2008 | Published: March 1, 2008


Topics:  Applications Management | Customer Service | Dashboards | IT Service Management | ITIL | Partnerships | Supplier Management | Top-Down Design

WHITE PAPER - This paper explores some of the considerations and pitfalls for purchasing a CMDB tool before taking the final leap and provides a common sense approach to evaluating the direction in which your company is heading.
Posted: August 11, 2008 | Published: August 1, 2008


Topics:  Change Management | CMDB | Configuration Management | ITIL | Mainframe Operating Systems | Purchasing | ROI

WHITE PAPER - The Multisourcing approach allows clients to pick and choose between Service Providers and select the "right" sources for IT services in order to obtain the best business outcomes.
Posted: August 6, 2008 | Published: August 6, 2008


Topics:  ITIL | Outsourcing | Procurement | ROI | SLA

WHITE PAPER - This webcast will explore the dynamics of developing and putting in place a Business Analysis Center of Excellence and its importance from an enterprise point of view and continually driving high quality IT services throughout the enterprise.
Posted: August 4, 2008 | Published: August 1, 2008


Topics:  Infrastructure Services | IT Auditing | IT Service Management | IT Services | ITIL | Risk Assessment | Risk Management

WHITE PAPER - This webcast transcript offers instruction on how to formalize your enterprise Business Analysis practice to drive greater value out of all your ITIL initiatives. Learn how to implement a best practices strategy to maximize IT services.
Posted: August 4, 2008 | Published: August 1, 2008


Topics:  Infrastructure Services | IT Auditing | IT Service Management | IT Services | ITIL | Risk Assessment | Risk Management

DATA SHEET - Rev-Trac® provides flexible, powerful and fully-featured change control for SAP solutions, no matter how complex or geographically dispersed your business environment is.
Posted: July 29, 2008 | Published: July 1, 2008


Topics:  Business Environment | Business Intelligence | Change Management | Electronic Signatures | ITIL | NetWeaver | Passwords

CASE STUDY - In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized the hospital's help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.
Posted: July 28, 2008 | Published: July 25, 2008


Topics:  Call Center Management | Call Center Services | Call Centers | Customer Service | Help Desk Management | ITIL | Medical Records Management | Medical Software | Metrics | Workflow Software

WHITE PAPER - CA Workload Automation accelerates the design and delivery of composite and virtual applications making them more reliable. Learn how automation achieves consistency with traditional hard-coded or manual approaches ensuring uniformity.
Posted: July 22, 2008 | Published: July 1, 2008


Topics:  Application Development | Application Infrastructure | Application Performance Management | Business Processes | Cost Benefit Analysis | Data Centers | ITIL | SOA | Software | Systems Management | Web Services Architecture

WEBCAST - HP Blueprint for Service Manager 7 delivers the missing piece. Combining ITIL based IT processes with HP experience, HP Blueprint for Service Manager 7 helps align your implementation with "best practice" service management processes.
Posted: July 15, 2008 | Premiered: August 7, 2008


Topics:  Business Intelligence | Enterprise Systems | IT Management | ITIL

WHITE PAPER - This white paper discusses the growing internal threats to business information, the impact of government regulations on the protection of data and how enterprises must adopt database security best practices to prevent sensitive customer data.
Posted: July 15, 2008 | Published: February 1, 2008


Topics:  Access Control | CobiT | Data Security | Databases | Enterprise | HIPAA | Intellectual Property | Internal Threats | ITIL | Security | Spam | Spreadsheets

PODCAST - Listen to this podcast to find out how network management has matured to include security processes, compliance achievement, and application performance responsibilities.
Posted: July 15, 2008 | Premiered: July 15, 2008


Topics:  ITIL | Network Management | Network Security | Regulatory Compliance | Server Virtualization

WHITE PAPER - In today's fast-paced, highly competitive world, change is inevitable. This white paper addresses five of the most important change management challenges that CIOs have to meet and how organizations can turn these challenges into a business advantage.
Posted: July 10, 2008 | Published: March 1, 2008


Topics:  Change Management | Compliance Best Practices | ITIL | Lotus Notes | Reporting Software | Six Sigma | SLA | SOA | TCO | Web Services

WHITE PAPER - Roundtrip Traceability enhances quality in the software development lifecycle (SDL). This provides stakeholders and their customers with the ability to assess the impact of a change and report and monitor development to ensure continuous improvement.
Posted: July 10, 2008 | Published: July 10, 2008


Topics:  Auditing (Finance) | CobiT | Configuration Management | Customer Satisfaction | Dashboards | ITIL | SOA | Software Development Tools | Testing

WHITE PAPER - In this paper, analyst Joe Clabby will describe what capacity planning is all about, data center capacity problems that IT managers are facing today, how these problems are being addressed.
Posted: July 10, 2008 | Published: July 1, 2008


Topics:  Capacity Planning | Cooling Equipment | Data Centers | ITIL | Power Supplies | Scalability Testing | Systems Maintenance