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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:

5 Key Steps to Make Field Service Profitable
Source: ServiceMax Is field service seen as a cost center at your business? Providing field service can be a complex process, but that does not have to mean it’s unprofitable. Every field service interaction is an opportunity to not only delight customers, but also increase revenue. Here are 5 easy steps to get your field service organization in the black this year. Accomplish all five and get your field techs, customers, and balance sheet in your favor. 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...
What Is a PEO? An Introduction to the PEO Model and Its Benefits for Small and Medium-sized Businesses
Source: TriNet You entered into business to sell a product or provide a service and generate revenue doing what you do best. But human resources (HR) management is a necessity when you have employees. What could be better than taking a piece of your business and making it somebody else’s problem? This is what a professional employer organization (PEO) can provide and in this paper, you’ll learn about all the benefits partnering with one provides. Read More...


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The Truth about Software-as-a-service (SaaS)
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
Source: RightNow Technologies Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver great customer experiences across your organization (rather than just at the retail store or call center). So now what? Download this white paper to find out how to kick-start your customer experience improvement initiative. Read More...

 
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