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- Innovations in Managing IT Service Quality: Managing Service Quality and Risk to Service Delivery in a Lean Economy
- The ongoing global economic recession has left no business, budget or IT organization unscathed. Corporations, forced to do more with fewer resources, are demanding greater economies of scale. That sets expectations that IT organizations will remain lean, yet deliver high-quality services and support. This service-centric visibility will give them the...
- White papers 2009-04-01
- Tipper 2.0 (Mobile)
- Calculates how much to tip based on service quality. You use the stars on the bottom to select and rate how good your service was. Tipper then computes how much to tip based on this information. Tipper also allows you to split the tip between many people.
- Software downloads 2009-02-27
- Enhance Service Quality and Increase Customer
- As telecommunications infrastructures become more complex and the marketplace more competitive, it is essential that service providers know what their customers are experiencing. In the past, the method for monitoring customer satisfaction was to measure aggregate network quality. Today, individual service quality is key. When calls are being dropped or...
- White papers 2009-02-04
- Efficient Online Monitoring of Web-Service SLAs
- If an organization depends on the service quality provided by another organization it often enters into a bilateral Service Level Agreement SLA, which mitigates outsourcing risks by associating penalty payments with poor service quality. Once these agreements are entered into, it becomes necessary to monitor their conditions, which will commonly...
- White papers 2008-11-15
- Analysis and Realization of IPTV Service Quality
- Digital Television TV service over Internet Protocol IP networks is becoming a crucial element in a network provider's portfolio. However, the limitations of the existing communication networks and the complexity of the service impose many operational, performance, and scalability barriers. Analytic discussion of service quality is non-trivial because of the...
- White papers 2008-02-27
- Deliver Optimal Service Quality
- Traditionally, telecommunications providers evaluate service using metrics about the underlying network infrastructure to derive an indication of the overall health of each revenue-generating service they deliver. But as technologies mature, the types of available services rise sharply. Because today's services are highly complex, and run over virtual network paths, they...
- White papers 2007-12-19
- Managing Service Quality: CA Delivers Business Value by Automating Integration of ITIL Disciplines
- Many enterprises are implementing ITIL's guidelines for service support and service delivery to great effect. However organizations must connect these disciplines to have active control over service quality. Service delivery solutions provide the insight that action must be taken and best practices have evolved to collect, report, and analyze user...
- White papers 2007-05-01
- Efficient Monitoring of Web Service SLAs
- Web services are increasingly used in inter-organizational settings. If an organization depends on the service quality provided by another organization it often enters into a bilateral Service Level Agreement SLA to precisely determine service quality and permitted service use. SLAs then also determine penalty payments as risk mitigation against poor...
- White papers 2007-02-03
- On Providing Reliability Guarantees in Live Video Streaming With Collaborative Clients
- Although many overlay and P2P approaches have been proposed to assist large-scale live video streaming, how to ensure service quality and reliability still remains a challenging issue. Peer dynamics, especially unscheduled node departures, affect the perceived video quality at a peer node in two ways. In particular, the amplitude of...
- White papers 2006-11-14
- 6 Steps Improved Service Quality
- The No.1 reason for IT Infrastructure Library ITIL adoption according to a recent Evergreen Systems report is to improve service quality. Reports by various industry analysts claim that about 80% of service desk calls result from change-related failures self-inflicted by IT. Since most service desk calls result from failed changes,...
- White papers 2006-08-31
- Call Center Outsourcing: Coordinating Staffing Level and Service Quality
- This paper studies the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The authors model the call center as a G/G/s queue with customer abandonment. Each call has a revenue potential, and the author...
- White papers 2006-06-29
- VoIP Service Quality Monitoring Using Active and Passive Probes
- Service providers and enterprises all over the world are rapidly deploying Voice over IP VoIP networks because of reduced capital and operational expenditure, and easy creation of new services. Voice traffic has stringement requirements on the quality of service, like strict delay and loss requirements, and 99.999% network availability. However,...
- White papers 2005-12-01
- A New Imperative: Total Service Quality Management for Wireline and Wireless Environments
- The concept of Total Service Quality Management is essential for companies competing in today's fixed-line, data services and wireless telecommunications markets. This approach to service quality management consolidation and aggregates end-to-end service level data in real time to enable proactive management of service quality. It automates the process...
- White papers 2004-08-27
- Banking on Six Sigma to Improve Service Quality
- Improving the quality of IT services continues to be on the agenda for IT managers and practitioners in the banking and finance industry. To help address this, organisations have turned to practices and quality methods that include IT Infrastructure Library ITIL, and Six Sigma - combining them to measure the...
- Case studies
- Russian Cellular Leader, VimpelCom, Counts on Avaya Contact Center Solution to Deliver Superior Customer Service
- Operating under the well-known BeeLine brand, VimpelCom is one of Russia's three leading cellular service companies and the first Russian company listed on the New York Stock Exchange. Service quality has been a key to growth for VimpelCom, one of the three leading Russian cellular service providers. So when subscriber...
- Case studies
- Real-Time Visibility and Control Helps HMPS Manage Tightening Budgets Without Eroding Service Quality
- Her Majesty's Prison Services HMPS is responsible for the custody of 79,000 prisoners held in 128 public sector prisons in England and Wales. The service aimed to improve financial transparency across all prisons to streamline reporting, budgeting, planning, and inventory management. The challenge was to maintain service quality while cutting...
- Case studies
Additional Resources
- 10 ways to evaluate your IT management software
- Does your helpdesk work for you or do you work for your helpdesk? Saar Bitner of SysAid Technologies tells how to manage you IT management software. Commentary - Choosing the right IT management software solution is a strategic decision that requires the careful planning and consideration of every IT...
- News items 2009-11-05
- The iPhone is one of the best phones in the world, carriers with it are the problem
- far from perfect indeedIt's a great gadget...until it freezes and you have to wait several minutes while you reboot it. That is if you know how to reboot it, the first time is always accompanied with panic because you think the thing went dead. Don't blame the carriers,...
- Discussion threads 2009-11-04
- Are the Microsoft layoffs over now?
- I hope soI hate seeing "SoandSo killing X amount of jobs" in the news =/Ballmer should be the first to get laid offHis reklessness to ignore the FOSS and cling to the proprietary model drove M$ into the ground.Q1 revenues of $13Bn generating $3.5Bn in net profit ...... would tend...
- Discussion threads 2009-11-04
- Microsoft fixes IE patch again
- A Patch To Fix A PatchMicrosoft is up to its old tricks again.Yes, Microsoft IS up to its old tricks...... fixing things that don't work, repairing broken code, and generally looking after its customers. Too bad they can't do the same for you. (Fixing things that don't work)@Confused...
- Discussion threads 2009-11-04
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