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- Top 10 Misconceptions about Problem Management and Incident Resolution
- A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white paper examines the gaps that exist today in problem management and incident resolution, and why traditional monitoring systems...
- Tags: iConclude, Problem Management, Resolution, Help Desk, Call Centers, It Operations
- White papers 2005-10-18
- IT Process and Problem/Incident Management
- How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers and many others who are seeking to achieve such improvements have been looking to IT service management ITSM...
- Tags: Service Desk, Information Technology, iConclude, Problem Management, ITIL, It Services, Service Level Management, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management
- White papers 2005-10-18
- ITIL Process and Problem Resolution
- How does the organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs, and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers, and many others who are seeking to achieve such improvements have been looking to the IT Service Management...
- Tags: Information Technology, iConclude, Problem Management, ITIL, It Services, Service Level Management, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management
- White papers 2005-10-18
Additional Resources
- Report: Data-mining for terrorists doesn't work
- After years of the federal government grabbing all the data it could find, building huge collections through which to data-mine for connections that would yield leads to terrorism suspects, a 352-page study released on Tuesday by a committee of the National Research Council warned that such goals "will be...
- Tags: Terrorist, Terrorism, Homeland Security, Data Mining, Federal Government, Government, Enterprise Software, Software, Data Management, Richard Koman
- Blog posts 2008-10-07
- Forget the damn Linux netbooks. Can Windows replace Windows?
- My esteemed ZDNet colleague Ed Bott, God bless him, wrote a very insightful piece in which he discusses Taiwanese PC mainboard and component manufacturer MSI's challenges of selling Linux-based versions of their netbook, the Wind U90. Apparently, according to MSI, Linux-based versions of their netbook are...
- Tags: MSI, Linux, Microsoft Windows, Operating Systems, UNIX, Open Source, Software, Jason Perlow
- Blog posts 2008-10-07
- Forrester fuels the SAP maintenance price hike debate
- The last few days I've been exchanging email with R 'Ray' Wang, VP and principal analyst at Forrester about the kerfuffle over SAP's unilateral decision to apply a price hike to its maintenance and support fees. Ray specializes in the enterprise market and has special experience of SAP going back...
- Tags: Customer, SAP AG, Forrester Research Inc., Ray, Enterprise Resource Planning (ERP), Investment, Business Structures, Enterprise Software, Software, Finance, Dennis Howlett
- Blog posts 2008-10-07
- Does the Semantic Web matter?
- My business card reads 'Technology Evangelist,' and this is a blog about the Semantic Web. So that should be an unequivocal 'Yes!' then, right? However, it's frequently worthwhile to revisit and question presumptions, beliefs and 'truths,' and the Semantic Web that dominates so much of my working...
- Tags: Web, Semantic Web, Internet, Paul Miller
- Blog posts 2008-10-07
- BI Crystal Ball – Next Gen BI May Be Closer Than You Think
- Most modern large enterprise Business Intelligence BI tools are very robust and feature rich these days. Up until a few years ago BI users could blame vendors for most of their BI ills. This is getting harder and harder to do. Many of the BI tools, especially the ones reviewed...
- Tags: Application, User Empowerment, Pricing, Business Intelligence, Tools & Techniques, Databases, Enterprise Software, Marketing, Software, Data Management, Management, Boris Evelson
- Blog posts 2008-10-07
- Windows Vista Woes or helping my Grandson with homework
- Considering my background, it's not at all hard to understand how I've become the tech support helpdesk for family, friends and the neighborhood as a whole. I've done my best to accept my lot in life with grace and courage. This time, my Grandson, Steven, was trying to complete a...
- Tags: Microsoft Windows Vista, Microsoft PowerPoint, Laptop Computer, Steven, Microsoft Windows, Linux, Operating Systems, Microsoft Office, Software, Office Suites, Dan Kusnetzky
- Blog posts 2008-10-07
- Consumers might not be ready for Linux netbooks, but we are
- Of course the Windows crowd has picked up on Linux netbook return rates. Fellow blogger Ed Bott writes these days, Linux is a great choice for technically sophisticated users who don't mind being far, far out of the mainstream. But for people who don't have the...
- Tags: Linux, Microsoft Windows, Operating Systems, UNIX, Open Source, Software, Christopher Dawson
- Blog posts 2008-10-07
- News to know: AMD; iPhone security; Linux; SAP
- Here are today's notable headlines. You can get News To Know via email alert and RSS daily: Sam Diaz: AMD to spin off manufacturing. Techmeme Heather Clancy: The color that shall not be named. AMD's Vertal downplays green credentials, plays up efficiency arguments ...
- Tags: Apple iPhone, Security, Information Technology, SAP AG, RIM BlackBerry, Advanced Micro Devices Inc., Linux, Service-Oriented Architecture (SOA), Microsoft Windows, Web Servers, Open Source, Operating Systems, UNIX, Strategy, Software, Web Services, Enterprise Software, Internet, Management, Larry Dignan
- Blog posts 2008-10-07
- Increasing ROI and Reducing the Risks of Your Application Portfolio
- Application Portfolio Management APM solutions help IT executives evaluate the benefits, costs, and risks associated with each application while maximizing the value realized from ongoing software investments. They provide executives with the information they need to properly direct investments towards projects that align well with the needs and objectives of...
- Tags: ROI, Portfolio, ASG Software Solutions, Asset Management, Roi/Tco, Investment, Strategy, Operational Planning, Business Operations, Finance, Managerial Accounting, Management
- White papers 2008-10-07
- Talkback Tuesday: Mobile Malware
- Last week I wrote two posts about why I was not concerned about mobile malware right now, but I expected mobile malware to become a problem in the near future. There were several responses to the two posts, including the following: Phatkat writes: Most...
- Tags: Mobile, Malware, Mobile Device, Mobile Malware, Spyware, Adware & Malware, Cyberthreats, Advertising & Promotion, Security, Viruses And Worms, Marketing, Adam O\'Donnell
- Blog posts 2008-10-06
- MozyPro for Mac goes public beta
- Online backup storage provider Mozy on Tuesday will roll out a public beta for MozyPro for the Mac, a new service for businesses using Apple's Mac platform. MozyPro for the Mac resembles Mozy's business lineup for Windows. It allows online backup for the Mac like its MozyHome...
- Tags: Apple Macintosh, Public Beta, Backup, MozyPro, Mozy, Desktops, Microsoft Windows, Hardware, Operating Systems, Software, Larry Dignan
- Blog posts 2008-10-06
- Student Technology Day: Steve Ballmer Q&A
- There was quite a lot to transcribe out, and many questions asked. Some questions put to Steve Ballmer, CEO of Microsoft, include: Will we always need programmers? What's Microsoft's input in Facebook and social networking? Does Microsoft have any changes in mind for their...
- Tags: India, Pyramid, Laughter, Network, Microsoft Office, Steve Ballmer, Product, Microsoft Corp., Programmer, Question, Microsoft Windows, Social Networking, Operating Systems, Software, Online Communications, Marketing, Advertising & Promotion, Zack Whittaker
- Blog posts 2008-10-06
- iPhone hits another security speedbump
- Apple's ongoing struggles with poor security-related design choices have extended to the iPhone. According to security researcher Aviv Raff, everyone's favorite mobile device is vulnerable to two separate security weaknesses that expose millions of users to phishing and spamming attacks. [...
- Tags: Apple iPhone, Apple Inc., Image, Spamming, Spam, Security, Spam And Phishing, Ryan Naraine
- Blog posts 2008-10-06
- With Systinet 3.0, HP broadens SOA governance role to encompass services lifecycle, business processes, IT service management
- The movement is to expand SOA governance, but perhaps more importantly, expand governance in general across more of what IT touches. Rules, roles, business context, policy, development-to-deployment lifecycles, operational efficiency, projects and services -- all need to be brought into a contextual whole. Not by a common product set, but...
- Tags: Business Process, Registry, Hewlett-Packard Co., Information Technology, IT Service Management, SOA, SOA Governance, Systinet Corp., HP SOA Systinet 3.0, HP Software, Service-Oriented Architecture (SOA), Web Services, Middleware, Strategy, Enterprise Software, Software, Management, Dana Gardner
- Blog posts 2008-10-06
- Startups listen up: you've got a pricing problem
- Just about every new product coming to market is being offered as a service rather than packaged software. But pricing remains something of a mystery. A while back, I started a spreadsheet that plots price points for different saas accounting offerings. At the time I concluded that no-one has figured...
- Tags: Salesforce.com Inc., Small And Medium Enterprise, Web Application, Pricing Strategy, Phil Wainewright, Pricing, Smb/Sme, Marketing Research, Marketing, Dennis Howlett
- Blog posts 2008-10-06
- The Secrets of CEOs
- I just finished reading an advance US manuscript of 'The Secrets of CEOs - 150 Global Chief Executives lift the lid on business, life and leadership' by Steve Tappin, who is a managing partner in the global CEO & board practice of Heidrick & Struggles, and Andrew Cave, a leading...
- Tags: CEO, Collaboration, Groupware, Strategy, Enterprise Software, Software, Management, Oliver Marks
- Blog posts 2008-10-06
- SAP: first to hit the buffers
- SAP pre-announced its Q3 results at what could not have come at a worse time for the beleaguered stock market. Although executives were bragging about 4% growth in software sales as though BusinessObjects doesn't exist the reality is that year over year growth was off 9%. Management...
- Tags: Software, SAP AG, U.S. GAAP Software Revenue, Tools & Techniques, Management, Dennis Howlett
- Blog posts 2008-10-06
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