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Title Date Added Company

Canon Ensures Continuous and Consistent Customer Services With Simplified IT Management 2008-03-27 CA (Computer Associates)

Canon is one of the world's leading brands in office equipment and photographic technologies, and has more than 200 subsidiaries in key locations such as Japan, Europe and the Americas. To grow existing accounts and attract new customers, Canon must provide responsive and efficient customer services. Support and sales staff alike are reliant on the availability of Canon's IT infrastructure to deliver these services, which means the company must optimize the performance of its core systems. Canon simplified and centralized IT management by adopting an integrated Enterprise IT Management approach from CA. By using Change & Configuration Management and Service Availability Management solutions, Canon has been able to automate and enhance core processes, such as patch management and fixing employee's desktops.

Tags: ITIL

The Instantly Responsive Enterprise: The Marriage of BPM and CEP 2008-03-01 BEA Systems

In this free white paper, learn how two proven but separate business process technologies, Business Process Management (BPM) and Complex Event Processing (CEP), can be merged to achieve better results and improved ROI. Now a mainstream business tool, BPM provides the visibility; while CEP, proven successful in countless business realms, provides the actionability. Four realistic scenarios show how, together, they can facilitate decisions, prevent policy violations, and more. Download this forward-thinking white paper now.

Tags: IT Reliability, SLA, Service-Oriented Architecture

Information Services Company Meets Critical Publishing Deadlines by Optimizing Its IT Services 2008-02-01 CA (Computer Associates)

Wolters Kluwer is a leading multinational publisher and information services company. To maximize service levels, minimize downtime and improve the cost-effectiveness of its IT support team, Kluwer recognized the need to align its IT services more closely to the business. After reviewing the options available, the company chose a solution from CA that combined Service Optimization with Risk management and IT Governance.

Tags: SLA, ITIL

TechnoMania Improves Productivity of Customer Support Centre by 40 Percent With Integrated Incident & Problem Management 2008-01-01 CA (Computer Associates)

TechnoMania is one of Lebanon's leading IT distributors and offers comprehensive technical support services. The company's business strategy is focused on expansion while maintaining its reputation for service excellence. To ensure it is able to deliver a continuously high level of customer support services, TechnoMania needs an efficient and agile helpdesk operation. To address these challenges, TechnoMania turned to IT consultancy Soft Flow. Following a comprehensive requirements analysis, the Soft Flow solutions advisor introduced the company to a CA Incident & Problem Management solution.

Tags: SLA, ITIL

Webcast: Leverage Federated ESBs to benefit from a "Smart SOA" approach 2007-12-06 IBM

Tune in to this Webcast and hear how a Federated ESB along with a SMART SOA approach allow you to achieve your business and IT goals now and in the future. A Federated ESB allows your business to gain the most value from the ESB layer, no matter what ESBs are actually selected as the best choice for your individual business requirements.

Tags: Infrastructure Management, Strategic Planning, Service-Oriented Architecture

Improve visibility, control and automation with IBM Service Management 2007-12-01 IBM

IT operations must constantly improve visibility, control and automation. IBM Service Management solutions, like the IBM Service Management Stimulator Workshop, help organizations leverage ITIL best practices and realize predictable results, greater efficiency, improved value and reduced risks.

Download this white paper to learn how comprehensive IBM Service Management solutions can help your organization compete in today's marketplace.

Tags: Cost Control - Risk Mgmt., Strategic Planning, IT Reliability, ITIL

Smart SOA: Best Practices for Agile Innovation and Optimization 2007-11-01 IBM

SOA enables you to integrate your business as linked, repeatable business tasks or services. But pursuing SOA on an ad hoc basis can drastically reduce its benefits. This white paper outlines IBM's approach to SOA, garnered from best practices and lessons learned from experiences with clients to help extend the value of SOA deployments in a set of guiding principles.

Tags: IT Reliability, Service-Oriented Architecture

Econoinvest Improves Business Agility and Customer Service by Reducing IT Support Costs and Complexity 2007-11-01 CA (Computer Associates)

Econoinvest Enterprises Group is the largest financial broker in Venezuela. To maintain its reputation, Econoinvest needs to continue to provide an excellent service to all its customers - despite extensive growth. The company's IT processes, however, were not meeting needs of the business and had led to a costly support model and a heightened risk of downtime. To improve systems availability and support standards, Econoinvest has adopted the ITIL best practice framework and created a centralized platform for Problem & Incident Management based on a CA solution.

Tags: ITIL

County of Santa Clara Improves the Quality of Social Services With Simplified IT Management 2007-11-01 CA (Computer Associates)

With diminishing resources and increased demand for transparency, the County and its agencies must be able to report on their services and outcomes and justify how public money has been allocated. As a result, a series of quarterly performance reports are produced on all the agency's operations - including IT - that can influence future State and Federal funding. To ensure its IT services can withstand public scrutiny, the agency uses CA Incident & Problem Management and Service Availability Management solutions to efficiently respond to 3,500 incidents and requests per month. As well as capturing key operational data for the performance reports, the solution has also helped to improve fix times and reduce the number of outstanding issues.

Tags: ITIL

Learn how new technologies bring greater choice to the mid-market 2007-10-15 IBM

One size does not fit all, according to Jeff Stiles of SAP and Kathy Piontek from IBM. In this interview, these experts discuss how SMB customers can now change their business functionality as they grow. They highlight best practices that help mid-sized companies utilize preconfigured solutions with the right amount of customization to meet their specific needs.

This article was originally published in "Midmarket Strategies." It is reprinted here with permission of Montgomery Research, Inc.

Tags: Middleware, ROI - TCO, SLA

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Title	Date Added	Company
Canon Ensures Continuous and Consistent Customer Services With Simplified IT Management	2008-03-27	CA (Computer Associates)
Canon is one of the world's leading brands in office equipment and photographic technologies, and has more than 200 subsidiaries in key locations such as Japan, Europe and the Americas. To grow existing accounts and attract new customers, Canon must provide responsive and efficient customer services. Support and sales staff alike are reliant on the availability of Canon's IT infrastructure to deliver these services, which means the company must optimize the performance of its core systems. Canon simplified and centralized IT management by adopting an integrated Enterprise IT Management approach from CA. By using Change & Configuration Management and Service Availability Management solutions, Canon has been able to automate and enhance core processes, such as patch management and fixing employee's desktops. Tags: ITIL
The Instantly Responsive Enterprise: The Marriage of BPM and CEP	2008-03-01	BEA Systems
In this free white paper, learn how two proven but separate business process technologies, Business Process Management (BPM) and Complex Event Processing (CEP), can be merged to achieve better results and improved ROI. Now a mainstream business tool, BPM provides the visibility; while CEP, proven successful in countless business realms, provides the actionability. Four realistic scenarios show how, together, they can facilitate decisions, prevent policy violations, and more. Download this forward-thinking white paper now. Tags: IT Reliability, SLA, Service-Oriented Architecture
Information Services Company Meets Critical Publishing Deadlines by Optimizing Its IT Services	2008-02-01	CA (Computer Associates)
Wolters Kluwer is a leading multinational publisher and information services company. To maximize service levels, minimize downtime and improve the cost-effectiveness of its IT support team, Kluwer recognized the need to align its IT services more closely to the business. After reviewing the options available, the company chose a solution from CA that combined Service Optimization with Risk management and IT Governance. Tags: SLA, ITIL
TechnoMania Improves Productivity of Customer Support Centre by 40 Percent With Integrated Incident & Problem Management	2008-01-01	CA (Computer Associates)
TechnoMania is one of Lebanon's leading IT distributors and offers comprehensive technical support services. The company's business strategy is focused on expansion while maintaining its reputation for service excellence. To ensure it is able to deliver a continuously high level of customer support services, TechnoMania needs an efficient and agile helpdesk operation. To address these challenges, TechnoMania turned to IT consultancy Soft Flow. Following a comprehensive requirements analysis, the Soft Flow solutions advisor introduced the company to a CA Incident & Problem Management solution. Tags: SLA, ITIL
Webcast: Leverage Federated ESBs to benefit from a "Smart SOA" approach	2007-12-06	IBM
Tune in to this Webcast and hear how a Federated ESB along with a SMART SOA approach allow you to achieve your business and IT goals now and in the future. A Federated ESB allows your business to gain the most value from the ESB layer, no matter what ESBs are actually selected as the best choice for your individual business requirements. Tags: Infrastructure Management, Strategic Planning, Service-Oriented Architecture
Improve visibility, control and automation with IBM Service Management	2007-12-01	IBM
IT operations must constantly improve visibility, control and automation. IBM Service Management solutions, like the IBM Service Management Stimulator Workshop, help organizations leverage ITIL best practices and realize predictable results, greater efficiency, improved value and reduced risks. Download this white paper to learn how comprehensive IBM Service Management solutions can help your organization compete in today's marketplace. Tags: Cost Control - Risk Mgmt., Strategic Planning, IT Reliability, ITIL
Smart SOA: Best Practices for Agile Innovation and Optimization	2007-11-01	IBM
SOA enables you to integrate your business as linked, repeatable business tasks or services. But pursuing SOA on an ad hoc basis can drastically reduce its benefits. This white paper outlines IBM's approach to SOA, garnered from best practices and lessons learned from experiences with clients to help extend the value of SOA deployments in a set of guiding principles. Tags: IT Reliability, Service-Oriented Architecture
Econoinvest Improves Business Agility and Customer Service by Reducing IT Support Costs and Complexity	2007-11-01	CA (Computer Associates)
Econoinvest Enterprises Group is the largest financial broker in Venezuela. To maintain its reputation, Econoinvest needs to continue to provide an excellent service to all its customers - despite extensive growth. The company's IT processes, however, were not meeting needs of the business and had led to a costly support model and a heightened risk of downtime. To improve systems availability and support standards, Econoinvest has adopted the ITIL best practice framework and created a centralized platform for Problem & Incident Management based on a CA solution. Tags: ITIL
County of Santa Clara Improves the Quality of Social Services With Simplified IT Management	2007-11-01	CA (Computer Associates)
With diminishing resources and increased demand for transparency, the County and its agencies must be able to report on their services and outcomes and justify how public money has been allocated. As a result, a series of quarterly performance reports are produced on all the agency's operations - including IT - that can influence future State and Federal funding. To ensure its IT services can withstand public scrutiny, the agency uses CA Incident & Problem Management and Service Availability Management solutions to efficiently respond to 3,500 incidents and requests per month. As well as capturing key operational data for the performance reports, the solution has also helped to improve fix times and reduce the number of outstanding issues. Tags: ITIL
Learn how new technologies bring greater choice to the mid-market	2007-10-15	IBM
One size does not fit all, according to Jeff Stiles of SAP and Kathy Piontek from IBM. In this interview, these experts discuss how SMB customers can now change their business functionality as they grow. They highlight best practices that help mid-sized companies utilize preconfigured solutions with the right amount of customization to meet their specific needs. This article was originally published in "Midmarket Strategies." It is reprinted here with permission of Montgomery Research, Inc. Tags: Middleware, ROI - TCO, SLA