Sponsored White Papers, Webcasts, and Downloads
TechRepublic Resources
- 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...
- Tags: Payment, Information Technology, Service Quality, ITIL, Six Sigma, Process Improvement, Banking, Tqm/Six Sigma/ISO 9000, It Services, Strategy, Quality, Business Operations, Financial Services, It Operations, Management
- 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...
- Tags: Customer Service, Leader, Contact Center, Avaya Inc., Service Quality, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- 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...
- Tags: Oracle Corp., Financial, Service Quality, Financial Accounting, Finance
- Case studies
- 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,...
- Tags: Information Technology, Service Quality, ITIL, Change Management, It Services, Strategy, Process Improvement, Tools & Techniques, Management, Quality, Business Operations
- 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...
- Tags: Staffing, Call-center, Service Quality, Call Centers, Customer Relationship Management (CRM), Outsourcing, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting
- 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,...
- Tags: VoIP Service, Network, Monitoring, Service Provider, Service Quality, Voice Traffic, Telephony, Business Services, VOIP, Telecommunications, Networking
- White papers 2005-12-01
- Towards a Framework for IT Service Fault Management
- IT service providers - either research institutions or commercial providers - offer IT services based on the behaviour of resources like the network infrastructure. To satisfy the customer demand for high service quality, which is specified in terms of Quality of Service parameters, the process of diagnosing and resolving resource...
- Tags: Information Technology, Service Quality, ITIL, Strategy, Business Services, It Services, Management
- White papers 2005-05-14
- 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...
- Tags: Hewlett-Packard Co., Quality Management, Service Quality, Wi-Fi, Service Level Management, Wireless, Telecommunications, It Operations, It service Management
- White papers 2004-08-27
Additional Resources
- An Ontology for Quality-Aware Service Discovery
- The fast emergence and acceptance of service oriented architectures leads to fast development of extensional technologies like service delivery, discovery and composition. As main effort is being spent on automatic discovery and composition, current solutions do not reflect real world scenarios sufficiently. Services are offered by different vendors with different...
- Tags: Aware, Discovery, Ontology, Composition, Service-Oriented Architecture (SOA), Strategy, Web Services, Middleware, Enterprise Software, Software, Management
- White papers 2006-03-28
- Improving Web Services Performance Using Priority Allocation Method
- Recently many enterprises are adopting web services as the standard between heterogeneous software in the XML message based distributed environment to carry out businesses from B2C to B2B. For effective application of web services, differentiated service quality must be guaranteed. However, majority of the current web services do not differentiate...
- Tags: Web, Quality, Web Service, Allocation, Channel Management, Web Services, Marketing, Enterprise Software, Software
- White papers 2005-06-11
- A Dynamic Priority Allocation Scheme of Messages for a Differentiated Web Services Satisfying Service Level Agreement
- Recently many enterprises are adopting web services as the standard between heterogeneous software in the XML message based distributed environment to carry out businesses from B2C to B2B. For effective application of web services, differentiated service quality must be guaranteed. However, majority of the current web services do not differentiate...
- Tags: Web, SLA, Web Service, Allocation, Web Services, Channel Management, Enterprise Software, Software, Marketing
- White papers 2006-01-22
- Vantage Service Manager: A Technical Overview
- Vantage Service Manager provides a business service management solution that incorporates IT service measurement, visualization, reporting and improvement in line with IT Infrastructure Library ITIL Service Delivery. Additionally, by retrieving business metrics from transactional applications, Vantage Service Manager provides a core business activity monitoring capability. Vantage Service Manager measures service...
- Tags: Information Technology, Quality Management, Business Service Management, Compuware Corp., Vantage Service Manager, ITIL, Quality, Process Improvement, Strategy, It Services, Business Operations, Management
- White papers 2007-05-01
- Improving Service Quality While Cutting Cost in Government Agencies
- Many in Government assume that they cannot afford to deliver high-quality service to their customers, the level of service their customers want and deserve, due to the cost. Operating budgets are tight or even declining as tax and fee revenues continue to reflect a sluggish economy. The purpose of this...
- Tags: Customer Service, Agency, Government, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2005-04-13
- Inter-Provider Quality of Service
- With the strong growth of Multiprotocol Label Switching MPLS Layer 3 VPN deployments and a more global business environment, the need for inter-provider quality of service QoS has steadily increased. Hear Cisco Fellow, Bruce Davie, as he examines the technical challenges surrounding the delivery of data, video, and voice across...
- Tags: MPLS, Cisco Systems Inc., Network Technology, Networking
- White papers 2004-10-06
- A Framework for Service Quality Assurance Using Event Correlation Techniques
- Due to the increasing use of service level agreements for the provisioning of IT services, providers have to ensure that the guarantees for the quality of their offered services, expressed by quality of service parameters, are met. This paper presents a framework for new kind of event correlation which is...
- Tags: Technique, QA, Information Technology, Problem Management, Framework, Event Correlation, ITIL, It Services, Process Improvement, Strategy, Quality, Business Operations, Management
- White papers 2005-04-07
- Lucent Technologies VitalSuite Service Quality Management Software for Government
- Emerging technologies in areas such as IP, wireless data and metro optical are accelerating the shift from simple connectivity to multi-media applications delivered over converged network architectures. But successfully delivering them means consistently ensuring high service quality your network users expect every day. Lucent's VitalSuite Service Quality Management software helps...
- Tags: Lucent Technologies Inc., Converged Network, Network, Quality Management, Government, Networking
- White papers 2005-07-14
- How Resellers Ensure Quality of Service
- An important component to any hosting operation is quality of service. Hosting operations must ensure that they provide reliable, quality service to their clientele to ensure their retention. The best way for resellers to make certain that they are offering the best services possible is to contract Web hosting from...
- Tags: QoS, Reseller, Agreement, Carrier, Service Level Management, It Operations, It service Management
- White papers
- Internet Phone Quality Report (txt)
- Brix Networks has created a Google Gadget that provides an overall Voice over Internet Protocol VoIP Quality Report from different locations around the world that offers a quick and comprehensive indication of the quality you can expect of your Internet phone service. The Internet Phone Quality Google Gadget periodically runs...
- Tags: Phone, Brix Networks, Internet Phone, VOIP, Telecommunications, Networking
- Software downloads 2007-11-07
- Spotting (And Correcting) Trouble Before It Becomes a Problem - HP OSS Solution Keeps Customers Blissfully Unaware
- TeliaSonera experienced an increase in service alarms from its 3G network that placed too much load on the system and disrupted other operations. The carrier needed to expand its capacity to deal with alarms and improve its service quality management to retain its competitive edge. HP Integrated Service Management solution...
- Tags: Hewlett-Packard Co., HP OpenView, Utility Computing, It Management, It Services, It service Management
- Case studies
- WiMax & Quality of Service
- This webinar reviews the issues that are likely to influence the Quality Of Service QOS of future WiMax networks - from technology choice to spectrum availability.
- Tags: Freescale Semiconductor Inc., QoS, WiMAX, Wi-Fi, Wireless
- Webcasts
- << Previous
- page 1 of 1
- Next >>
