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 TitleDate AddedCompany
whitepaper Extra Time for Strategy0000-00-00 Unisys
  A global pharmaceutical company frees up IT resources to focus on strategic initiatives. Driven to speed product development and patent approval while competing against other brands and lower-cost generics, pharmaceuticals are under pressure to streamline operations, increase efficiencies and improve results. A major pharmaceutical company in the United States Midwest works to address these imperatives through a commitment to supporting strategic IT initiatives internally - and using a world-class partner to deliver routine computing services. The pharmaceutical giant turned to Unisys to deliver data center outsourcing and help-desk support - including a Center of Excellence for remote access computing.

Tags: Outsourcing, Data Center		   
whitepaper Real Results Report: Businesses improve customer support experiences with WebEx Support Center2007-06-01 WebEx Communications
  Using On-Demand Web services, companies around the globe are discovering new ways to reach, handle, and satisfy a constantly growing customer-base. Here are four companies that made it happen.

Tags: Customer Support Services, Call Center - Contact, Service Level Management		   
whitepaper Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.2007-06-01 CA (Computer Associates)
  IFFCO-TOKIO General Insurance (ITGI) was created in 2000, following the merger of an Indian fertilizer company and Japan's largest listed insurance group. IFFCO-TOKIO General Insurance wanted to ensure that customer and user satisfaction is not impaired by poor IT support facilities. The company's existing help desk operation was expensive and inefficient, and the IT department was unable to prioritise its response to user requests. By deploying a service desk solution with integrated incident, problem and change management processes based on ITIL best practices, ITGI has been able to standardize and optimize key service desk functions. This not only ensures continuous compliance but also provides complete visibility of all incidents from capture to resolution.

Tags: Customer Support Services, ITIL		   
whitepaper Mobile ITSM/Remedy Technical White Paper2007-06-01 Sybase
  The integration of Unwired Accelerator with AR System extends BMC Software's Remedy ITSM applications, for example, Service Desk, Change Management, and Asset Management, to any mobile device rapidly and seamlessly. Unwired Accelerator integrates with the AR System at the server level through a fully standards-based architecture using Web Services published in the AR System Mid-Tier. This model provides users with flexibility and the ability to customize without imposing any additional installation requirements or changes to the AR System. All the insert, update, single-level lookup lists, and multi-level lookup lists capabilities are extended to the mobile devices. Unwired Accelerator provides out of the box device clients to BlackBerry, Windows Mobile, and Symbian devices which can also be customized extensively using templates or Application Programming Interface (API).

Tags: Mobile - Wireless Communications, ITIL		   
whitepaper ITIL Version 3, The Future Is Here2007-05-30 Axios Systems
  ITIL's chief architect, Sharon Taylor, has authored the whitepaper to help the ITSM community understand the changes to ITIL and how the new version, due to be launched May 30th 2007, will provide major benefits to existing ITIL practitioners, and those considering adopting ITIL.

Tags: Business Management, IT HR - Staffing - Training		   
whitepaper Technology Company Increases Help Desk Productivity With Avaya Interactive Response and Gold Systems Web Administration Program0000-00-00 Avaya
  A major technology company's help desk supports a variety of business units. These units are located in North America and South America, and they use different technologies with different support requirements. Call Center management's goal was to increase productivity to reduce the cost of handling a call by 50%. With close to 10,000 calls monthly and an average cost per call of $9.63, the opportunity was substantial. The company selected a solution that combined the Avaya Interactive Response system with an Interactive Voice Response (IVR) custom application and a Web Administration program developed by Gold Systems.

Tags: Voice Recognition, Call Center - Contact		   
whitepaper Streamlining Service Request Processes: A Key to Business Success2007-05-01 BMC Software
  Service request management technology is evolving, giving employees the luxury of one-stop, online shopping for all the services they need. It also gives the service providers in the organization a single place to advertise their services to employees. It's like having a service supermarket at the employees' fingertips. The business benefits are significant. Because the system employs standard, repeatable, best-practice processes for handling requests, it reduces business risk and gives management greater insight into service delivery quality and costs. Services are delivered quickly, effectively, and at a lower cost. This paper discusses the need for a service request management solution that enables enterprises to realize these business benefits and examines the criteria that a service request management solution should meet.

Tags: Business Management, Service Level Management		   
whitepaper Implementing Knowledge Transfer Solution Through Web-Based Help Desk System2007-05-01 World Academy of Science, Engineering and Technology
  Knowledge management is a process taking any steps that needed to get the most out of available knowledge resources. KM involved several steps; capturing the knowledge discovering new knowledge, sharing the knowledge and applied the knowledge in the decision making process. In applying the knowledge, it is not necessary for the individual that use the knowledge to comprehend it as long as the available knowledge is used in guiding the decision making and actions. When an expert is called and he provides step-by-step procedure on how to solve the problems to the caller, the expert is transferring the knowledge or giving direction to the caller. And the caller is 'Applying' the knowledge by following the instructions given by the expert.

Tags: Knowledge and Data Management		   
whitepaper Insurance Companies Reduce IT Costs0000-00-00 Avaya
  Insurance companies want to help people - including their employees - live safer, more secure lives. One way companies keep employees secure is by resetting their forgotten or expired passwords. However, the reset process can be costly. Productivity is lost while employees wait for passwords to be reset, for as long as one hour in some cases. Avaya and Gold Systems, a Premier-level member in the Avaya DeveloperConnection Program, offer a solution that streamlines the password reset process. Password Reset, a software application developed by Gold Systems, uses Avaya Interactive Response (IR) technology. Avaya IR is an interactive voice response system for automatic telephone transactions.

Tags: Voice Recognition		   
whitepaper Meeting the Challenge of Service Request Management2007-04-25 BMC Software
  Enterprises are looking to technology to help them streamline their service request and fulfillment processes end to end. BMC Software is helping customers in this area by extending its Business Service Management (BSM) solutions to include the management of service requests. The BMC solution - BMC Service Request Management - eliminates the inefficiencies of fragmented service request and fulfillment processes. Employees can find and request the services they need from a single, centralized online catalog, regardless of the type of service or the department that provides it. The solution triggers all the necessary processes, most of which are automated, to fulfill the request. This paper presents BMC Service Request Management, and explores how this solution contributes to a comprehensive BSM approach.

Tags: Business Management, Service Level Management		   


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