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Service Restoration: It’s Everybody’s Business

Source: Third Sky, Inc.
Has your organization truly embraced the message of the incident management process, as part of the practices recommended in the IT Infrastructure Library (ITIL)? If your efforts have centered on the service desk, then you may be missing out on a lot of what incident management in particular and ITIL in general can offer. Learn more about the core principles of ITIL, and how you can use them to improve service management.


Featured publications:

TEC 2013 CRM Buyer's Guide for Medium and Large Enterprises
Published On: March 28 2013 Great customer service is the best (some say the only) way to truly stand out from the competition. CRM vendors are helping companies rise to the challenge with new tools for building and measuring relationships. In the 2013 TEC CRM Buyer’s Guide, analyst Raluca Druta walks you through the latest CRM developments and looks at how trends like customer experience management, mobility, and social media integration are changing the way companies do business. Read More...
The Balancing Act of Mobile Workforce Management
Source: ViryaNet When dealing with complex and dynamic scheduling decisions, knowing which plan best reflects a service organization’s business needs is difficult. So how can you get right person to the right place, at the right time, with the right resources—and minimize your overall operating costs? This paper discusses the challenges of mobile workforce management and provides solutions for continuous optimization of scheduling resources. Read More...
Business Phone Systems Buyer’s Guide
Source: Ziff Davis If you need a new phone system, this buyer’s guide will bring you closer to taking the first steps of testing a system and making the move. Go for it. All you have to lose is lousy call quality and expensive maintenance payments for your wheezing old phone system. All you have to gain is higher quality, lower prices, more features, easier growth options, better system management, and improved customer service. Read More...


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Source: NuView Systems, Inc Software-as-a-service (SaaS), also called on-demand software, can be a convenient and profitable business model for vendors. And for clients, SaaS can provide greater processing efficiencies than a company’s own internal systems. As a result, human resources, customer relationship management, or accounting process costs decrease when handled by an SaaS vendor. Learn about the benefits—but also the challenges—of SaaS. Read More...
Using Reserve Systems for Business Continuation
Source: ContingenZ Corporation While there are numerous strategies for dealing with the restoration of functions through a recovery process, there is only one for continuing operations with minimal interruption. It’s called a reserve system, and it’s vital for business continuation. It’s fast and easy to activate, simple to move, low in cost, testable, available, and highly reliable. Find out how it compares to some of the more traditional strategies. Read More...
Serving the Uncompromising Customer
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