TechRepublic Resources
- Capgemini Case Study: La Mondiale
- La Mondiale's business vision is to build a group of truly European scale, while its strategy is also affected by developments in the French market. La Mondiale's IT systems need to be fully aligned with the business strategy and this has led to a four-year restructuring project designed to create...
- Tags: Capgemini, La Mondiale, Team Management, Strategy, Project Management, Management, It Operations, It service Management
- Case studies
- Acquity Group, LLC Increases Competitive Advantage With Scalable, Reliable Data Infrastructure
- Acquity Group is a leading provider of business and technology solutions designed to optimize business performance. The company wanted to meet customer Service Level Agreements (SLA) for the company's new software-on-demand offerings and increase competitive advantage through enhanced product offerings. The challenge was to ensure IT infrastructure scalability to accommodate...
- Tags: Oracle Corp., Competitive Advantage, Scalability, Acquity Group, Service Level Management, Strategy, It Operations, It service Management, Management
- Case studies
- Eden Communications Case Study: Toshiba
- Toshiba, a world leader in high technology, needed to find and agree on a common software solution for project management throughout its European operations. Various project management systems and reporting structures were in use, without a single effective solution for key project and management requirements. This created tremendous administration work...
- Tags: Toshiba Corp., Project Management, Tools & Techniques, Strategy, It Operations, It service Management, Management
- Case studies
- Outsourcing: How to Assess, Diagnose And/or Restructure Your Relationship
- Outsourcing agreements created ten, five, even three years ago are now being renegotiated because they were essentially conceived in another era. The increasing level of sophistication in modern IT and business process outsourcing best practices produce agreements that are far more flexible and, to a greater extent, "Future-proofed." This webcast...
- Tags: Outsourcing, Business Process Outsourcing (BPO), It Operations, Business Operations, Outsourcing & Subcontracting
- Webcasts
- Cadence Redefines Customer Service With Its New Global Contact Center Infrastructure
- Cadence Design Systems, Inc., one of the world's largest supplier of EDA technologies and services, supplies some $1.3 billion worth of design systems and services a year. Cadence needed to equip contact centers on three continents with a robust, high-quality telephony infrastructure that could measure up to a new Siebel...
- Tags: Customer Service, Nortel Networks Corp., Cadence Design Systems Inc., Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Unisys Australia Leverages Nortel Networks Alteon Technology to Power Rugby World Cup 2003 Tournament Views/Information System and Global Website
- In more than 100 countries, Unisys delivers IT services, including systems integration, outsourcing, infrastructure, server technology and consulting. With 20 nations competing in 48 matches in 11 locations around Australia over six weeks, as many as 4.5 billion television viewers expected, and 10,000 accredited users expecting reliable, secure and instant...
- Tags: Unisys Corp., Nortel Networks Corp., Alteon Networks, Web Site, Systems Integration, It Services, Outsourcing, Enterprise Software, Servers, It Operations, Business Operations, Outsourcing & Subcontracting, Software, Hardware
- Case studies
- TEKsystems Case Study: An Information Management Technology Company
- A regional technology company specializing in information management and knowledge discovery systems required a partner with a proven track record of success and national reach to upgrade its Point-Of-Sale (POS) equipment and perform a token-ring-to-Ethernet conversion for its customer, a national chain of grocery stores with over 250 locations. TEKsystems...
- Tags: Information Management, TEKsystems, Strategy, Business Structures, Project Management, Management, Finance, It Operations, It service Management
- Case studies
- Cefla Group Accelerates Business Processes by Up to 87% With Integrated Enterprise Resource Planning
- Cefla Group, a leading Italian manufacturing group, specializes in four sectors: store fittings and fixtures; finishing systems for wood-based, plastic, and non-ferrous materials; dental equipment; and manufacturing facility engineering and interior design. The company wanted to implement lean thinking principles and information systems that enhance decision making across corporate functions,...
- Tags: Business Process, Oracle Corp., Lean Manufacturing, Decision-making, ERP, Tools & Techniques, Tqm/Six Sigma/ISO 9000, Manufacturing, Management, It Operations
- Case studies
- Schuff International Reduces Spyware and Malicious Mobile Code Traffic Using Websense Software
- Schuff International, Inc. an integrated steel fabrication and erection company, provides a fully integrated range of steel construction services, including design engineering, detailing, joist manufacturing, fabrication and erection, and project management expertise. Schuff needed a solution to help manage the risks associated with employee internet use. They originally installed Websense...
- Tags: Software, Mobile, Websense Inc., Spyware, Project Management, Tools & Techniques, Web Site Development, Construction, Strategy, It Operations, It service Management, Management, Internet
- Case studies
- Italian Leader in Energy and Automation Technologies Reduces Support Costs by 28 Percent
- ABB Group is one of the world's leading providers of energy and automation technologies. Despite the ABB Group move towards an outsourcing agreement with IBM, subsidiary ABB Italia wanted its existing information technology services team to continue to manage its infrastructure. To ensure that it could deploy new applications, software...
- Tags: ABB Group, Microsoft Corp., ABB, Security Administration, Outsourcing, Patches, Tools & Techniques, Security, It Operations, Business Operations, Outsourcing & Subcontracting, Management
- Case studies
- Asia-Pacific: Metrics for Service Level Agreements (SLAs)
- This webcast will provide an overview on how to select metrics for an SLA, types of metrics that should not be used, how many metrics are appropriate for an SLA, and sources of data for metrics.
- Tags: SLA, Metrics, Service Level Management, It Operations, It service Management
- Webcasts
- The IT of KPIs
- Communicating real-time performance is essential to maximizing the effectiveness of customer service operations, but there are significant obstacles to achieving a real-time environment. This webcast will examine the role of technology in the context of metrics programs, and hear how Bank of America has leveraged technology to achieve superior levels...
- Tags: Webcast, Information Technology, Contact Center, KPI, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Webcasts
- Propelling Government Into the Future
- With a mission to maintain an independent and competent judicial system, the Hong Kong Judiciary is constantly searching for ways to improve productivity and efficiency. The challenge faced was of improving judiciary service and fostering local business by outsourcing IT. As a solution the Hong Kong Judiciary outsourced its IT...
- Tags: Unisys Corp., Government, Outsourcing, Strategy, It Operations, Business Operations, Outsourcing & Subcontracting, Management
- Case studies
- Getronics Workspace Services and PCs With Intel vPro Technology
- The primary service challenge is that IT service providers cannot necessarily manage, maintain, or update PCs if system power is off or the OS is not working properly. Instead, many typical IT tasks must currently be performed during business hours, when PCs are powered on and available for inventory, software...
- Tags: Security, Intel vPro, PC, Getronics, Operating System, Intel Corp., Os migration, Desktops, Operating Systems, It Operations, Hardware, Software
- Case studies
- GijimaAst: Transforming IT Services and Lowering Costs With Intel vPro Technology
- GijimaAst investigated the benefits of using Intel vPro technology to increase the efficiency of desktop management, particularly for PCs that are powered down, whose operating system is not working, or those that do not have management agents installed. With Intel vPro technology, South Africa's leading network and desktop outsourcing company...
- Tags: IT Services, Intel vPro, Information Technology, Intel Corp., Outsourcing, Desktops, Productivity, It Operations, Business Operations, Outsourcing & Subcontracting, Hardware
- Case studies
- Horizon Healthcare Services, Inc. Enters a New Era
- As New Jersey's largest health insurer, Horizon Healthcare Services, Inc. (Horizon) provides coverage to more than 2.9 million people throughout the state. Always focused on improving customer service, Horizon recognized the need to upgrade its call center technology to handle rapidly growing call volumes and help its agents answer customers'...
- Tags: Horizon Healthcare Services Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- By Deciding to Opt for Voice Over IP and Outsourcing, Karl Worwag Lack- Und Farbenfabrik Disposed of All Its Out-of-Date Telecommunications Equipment
- At first it was "Only" the exhausted connection capacity of the existing telephone system, which had been in use since 1991, that caused the team gathered around Head of Information and Knowledge Management at Worwag - to take a closer look at the telecommunications system that had evolved over the...
- Tags: VoIP, IP, Telephone System, Avaya Inc., Outsourcing, Telephony, Telecommunications, Telecom & Utilities, It Operations, Business Operations, Outsourcing & Subcontracting, Networking
- Case studies
- Avaya Case Study: Whirlpool Corporation
- Whirlpool Corporation is the world's leading manufacturer and marketer of major home appliances. Whirlpool had two Customer Interaction Centers - in Benton Harbor, Michigan and Knoxville, Tennessee - to respond to consumers for all its brands. The two centers were modeled with functions aligned: service requests and new product information...
- Tags: Whirlpool Corp., Avaya Inc., Call Centers, Real Estate, Customer Relationship Management (CRM), It Operations, Business Operations, Enterprise Software, Software
- Case studies
- The New Metrics: Gauging Contact Center Performance
- Not long ago contact center performance was measured primarily by how quickly agents answered the phone. But changes in the role of customer service operations are having a significant impact on how performance is measured and discussed. This webcast explains what five forces are driving change in the contact center,...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Webcasts
- Axios Systems Case Study: William Grant & Sons
- William Grant & Sons is an award-winning independent family-owned distillers founded by William Grant in 1886. The IT Service Desk supports all the company's UK sites: Richmond, Surrey, where sales and marketing staff are based. It provides first and second line cover for internal users who call one centralized telephone...
- Tags: Information Technology, Axios Systems, William Grant & Sons, IT Service Desk, ITIL, Service Level Management, It Services, Strategy, Process Improvement, It Operations, It service Management, Management, Quality, Business Operations
- Case studies
