Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed. A SLA is therefore NOT a type of service contract, but a part of a service contract. A service contract can contain zero, one or more SLA's. A contract containing SLA's is usually referred to as a performance contract. SLA's are becoming more and more popular. They are used extensively for provision of IT services, but also in other fields the popularity of SLA's is growing
Virtualization is the essential catalyst for enabling the transition to cloud computing. VMware, the fastest growing enterprise software company and virtualization industry leader, builds on virtualization to deliver cloud infrastructure and management solutions that significantly reduce IT complexity.
In May 2010, CA Technologies commissioned Forrester Consulting to examine the financial impact and potential return on investment (ROI) that an organization might realize from implementing CA's Oblicore Guarantee solution. To determine the impact, Forrester examined the specific costs, benefits, flexibility, and risk elements that a CA customer, Catholic Health East (CHE), experienced over the past three years using the CA Oblicore Guarantee solution. From interviews conducted by Forrester, it was determined that CHE's use of CA's Oblicore Guarantee solution allowed for a significant redeployment of labor necessary to compile and distribute service-level management reports to its system office customers and enabled a similar labor cost avoidance associated with compiling and distributing reports to its hospitals or Regional Health Corporations (RHCs). Based on our interviews, Forrester projects a three-year, risk-adjusted total net present value (NPV) of $173,420, representing the net costs and benefits attributed to using the CA Oblicore Guarantee solution versus CHE's previous manual processes used in service management reporting. (See details below in Costs, Benefits, Flexibility, and Risks sections). In addition, the risk-adjusted ROI was a favorable 45%, and the payback period was within 20 months.
In this white paper, authored by Numara Software and Pink Elephant, we examine the critical role of having effective processes in driving down service costs. In particular, the paper demonstrates the importance of process and automation in helping IT executives stretch their IT budget further.
Alfred Ashley Group helps small businesses overcome the daunting prospect of buying, installing, and managing computer and telephone system solutions. Building in best-in-class and cost-effective security is vital for meeting customer expectations and achieving the company's revenue and profit goals.
This white paper is a business briefing for C-Level Executives on how integrating a range of technologies - including unified communications, service oriented architecture, virtualization and cloud computing - can transform the productivity and profitability of large enterprises.
Service management solutions have the potential to return very significant hard-currency ROI. Successful implementations dramatically improve decision accuracy, enhance productivity, increase operating efficiency and reduce operational risk by providing comprehensive context for a wide range of management decisions.
See how this integrated out-of-the-box help desk, asset management and Change Management solution can help solve many IT help desk problems with ease.• Easily create tickets and requests • Automate repetitive workflows • Perform asset discovery • Manage software license compliance • Run pre-built dashboards and reports
Find out how Numara Track-It! can help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests as well as other processes that require request management: • Optimize help desk efficiency with easy to use systems • Empower customers with self service • Improve productivity with automated alerts, notifications and assignments • Reduce diagnostic time with knowledge management • Reduce resolution time with asset and work order history
Discover how Numara® Track-It!® helps you avoid unplanned service interruptions, lost revenue and customer dissatisfaction due to unmanaged change. With change management capabilities, you will have the flexibility and management tools you need.• Implement change control • Reduce time and effort while improving productivity and compliance • Leverage your IT investment with a fully integrated change management solution • Improve customer satisfaction • Adhere to best practices in IT change management • Reduce the cost of IT services
Gartner has positioned BMC CONTROL-M in the Leaders Quadrant of their "2009 Magic Quadrant for Job Scheduling." The report assesses the ability to execute and completeness of vision of key vendors in the marketplace. Read a full copy today, courtesy of BMC Software.
With Numara FootPrints for Customer Service, an award-winning, 100% web-based customer service management solution, you can deliver breakthrough service to customers throughout the world faster, and enhance the quality of your web-based service desk, with less effort than today, and at a low total cost of ownership. Learn more today!
In this informative webinar, you will learn about the challenges of implementing configuration management along with suggestions on how to get started, and best practices to ensure success. You will also learn how Numara® FootPrints® Configuration Management, with its fast implementation, practical approach to implementing configuration management and automated integration to auto-discovery tools, takes the pain and time out of creating and maintaining a functional CMDB. Learn more today!
This webinar and service catalog demo will show you how Numara FootPrints Service Catalog will help your organization quickly provide an attractive menu of services tailored to your customers while providing transparency of service costs - all integrated into your service management workflow. Learn more today!
As networks, security threats, and other requirements increase in complexity, monitoring of enterprise infrastructures has become a difficult yet crucial exercise. Monitoring Optimization, a new solution for making sense of the chaos, has emerged as an ideal solution for maximizing network coverage and maintaining optimal utilization of hardware monitoring tools. However, there is a third variable at play - the productivity of the staff responsible for managing monitoring, a staff that is shrinking in the wake of layoffs. This brief reviews how important the third variable is, and how Monitoring Optimization is the only solution to manage all three variables.
"Time is money. You can't do business if you can't access your applications. I won't settle for anything less than 99.99% application availability." Steven Sommer, veteran CIO/CTO There is no aspect more critical to a business than the ability of its end users, customers, business partners and suppliers to have high availability access the corporate applications. If applications are unavailable, business ceases. And corporations know it.
Linux reliability has come of age. Several major Linux distributions including Novell SUSE, Red Hat Enterprise Linux and Ubuntu scored high in reliability, improved over 2006 uptime statistics and achieved near parity with Unix distributions. Security incidents plagued Windows Server 2003, which saw uptime decrease by roughly 10% during last year. Corporations must continue to adhere to best practices in configuration, management and security to ensure optimal server operating system and application reliability.
End-user expectations and high levels of performance against Service Level Agreements (SLAs) must be achieved or organizations risk the loss of business. This paper details key capabilities needed for successful end-user monitoring and provides critical considerations for delivering a successful end-user experience.
Whether you're considering your first virtual desktop solution or trying to salvage an existing implementation, Citrix XenDesktop is the clear choice on the market that offers the performance, scalability and manageability required to meet your business needs.
Download this side-by-side comparison guide that breaks down the industry's top 15 CRM players (including Salesforce.com, RightNow Technologies, NetSuite, Microsoft, Entellium, SugarCRM and Oracle) so you can quickly and easily compare the features and costs of each. Learn more today!
Surprisingly, 50% of small to medium sized businesses that have invested in a data availability and recovery solution may still be vulnerable to downtime. Download this free white paper to learn what you can do to avoid the same risk. You'll also learn what your options are for reliable IBM iSeries data protection and recovery that make sense for your size business.