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2008 Software Re
A new year is upon us and with that, the word “resolution” comes to mind...res-o-l-u-tion – [rez-uh-loo-shun n] - noun 1. a resolve or determination: to

help desk decision support matrix  criterion. Doing this will help you to more quickly determine your list of potential solutions . (Imagine if Santa used a decision matrix to decide who’d been naughty or nice. Or if your boss used one to determine your performance on such tasks as, oh, choosing a new software solution.) Software Selection Resolution # 5 I pledge to analyze the strengths and weaknesses of each solution, so that I will be able to rank them and create my short list. This step is essentially an extension of Software Read More
Help Desk for the Health Care Industry
Help Desk is an application for assisting and managing calls for support from computer users. It also includes computer and software inventory tracking along with technical support knowledge bas...
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Documents related to » help desk decision support matrix


Application Portfolio Management: Delivering Improved Functionality
Today’s technology and application leaders are pressured to deliver functionality that drives efficiency, innovation, and growth@while reducing costs. As a

help desk decision support matrix  i.e., the number of help desk tickets they generate. In both cases, because neither group assesses the application's value or criticality to the business, the APM framework includes application indices for evaluating and scoring applications across several areas, including: Criticality Complexity Value Performance Volatility Cost Forrester Research highlights the importance of application scoring to organizations and explains why it is a critical component of any APM program: An application scoring Read More
Infor ION-izes its Open SOA Strategy - Part 2
Part 1 of this blog series started by analyzing a certain change of the guard and a related product strategy shift at Infor. Two late June 2010 news

help desk decision support matrix  to customers’ requests for help to get to the latest Infor products and technology. They like where we are taking them – they simply want a fast, risk-reduced, and transparent approach. That is what the program offers. We’ve had phenomenal, global success with the program across dozens of our products and its momentum is accelerating. To see over 500 customers make such substantial decisions to either upgrade or change products in such a short period of time is a strong testament to the pent-up Read More
Vulnerability Management Buyer’s Checklist
Choosing a solution for vulnerability management (VM) is a critical step toward protecting your organization’s network and data. Without proven, automated

help desk decision support matrix  existing call center / help desk systems such as Remedy AR System, leading SIM / SEM solutions such as Symantec SESA V2,patch management systems such as McAfee Remediation Manager, and Cisco Security Monitoring, Analysis, and Response System. Accuracy / Performance How accurate is the VM solution? If the solution happens to miss a vulnerability that hackers use to compromise your network, the answer is Not accurate enough. If the solution inaccurately points out issues that are not real (i.e. Read More
TEC Launches a New Decision Support System: jDICE (just Decide-Ignore [Your Idiot] Customers and Employees)
Montreal, QC — April 1, 2010 — Technology Evaluation Centers (TEC), a world-wide leader in enterprise software evaluation, has released a new decision support

help desk decision support matrix   Read More
Choosing the Right ERP Solution to Support a Global Business
You may run a global business, but your enterprise resource planning (ERP) system has to adapt to local laws, languages, currencies, and regulatory standards

help desk decision support matrix  choosing right erp solution support global business,choosing,right,erp,solution,support,global,business,right erp solution support global business,choosing erp solution support global business,choosing right solution support global business,choosing right erp support global business. Read More
Informatica Morphs into Enterprise Decision Support Vendor
Informatica Corporation, long an established vendor in the Extract/Transform/Load (ETL) market space, has morphed themselves into a vendor of solutions for the

help desk decision support matrix  FTP integration feature which helps set up FTP parameters for flat file transfers (flat files need to be on the same machine as the ETL server as parsing files across an NFS mount is inefficient). In addition, the product contains an open metadata repository, a pipelined, multi-threaded server engine, and a scheduling mechanism. PowerMart was followed by PowerCenter in 1998. PowerCenter is an enterprise data integration hub that integrates and unifies diverse data sources, including ERP systems. In additi Read More
Industry Support in WCM
If you're looking for web content management systems (WCM), I have some stats that might help you key into the features you'd expect to come standard.Here

help desk decision support matrix  some stats that might help you key into the features you'd expect to come standard. Here is how vendors offering web content management systems support the functionality in our model of WCM systems. These stats are based on the averages of 11441 product functionality ratings of the vendors published within our WCM knowledge base. We model WCM systems on a hierarchy of functionality within the following categories. The functionality within those categories compose a percentage of the functionality for the Read More
Brio Technology Expands Support for WML and XML
Brio Technology (Nasdaq: BRYO) a provider of business intelligence solutions, announced it is adopting the Wireless Markup Language (WML) and strengthening its

help desk decision support matrix  with an opportunity to help define how companies communicate and leverage shared information throughout the virtual enterprise, stated John Schroeder, executive vice president, products and services at Brio Technology. We expect our efforts to be well received by both our customer and partner base as they look to tap into the millions of PDA devices and cell phones. Exhibiting this technology at the CeBit 2000 conference in Hanover, Germany, Brio showcased its use of XML and WML through Brio.Report 6.0 Read More
Support and Maintenance: No Longer the Software Industry's
Support and maintenance (S&M) contracts mean very different things to vendors and to users. With user enterprises' growing awareness of how these S&M agreements

help desk decision support matrix  Infor 's, should also help vendors (and arguably, customers) by spreading development costs across a larger customer pool, and lead to quicker identification of best practices for many customers. As vendors support larger and larger installed infrastructures, their recurring bills will naturally increase, while at the same time, the relative spending on new stuff will decrease. Certainly, while this state of affairs is great for vendors, it is definitely not so great for customers. To that end, a Read More
How KNOVA Supports and Extends Knowledge-centered Support (KCS)
Today’s support organizations often face the challenge of providing efficient and effective customer service. Without the right tools, it can become an uphill

help desk decision support matrix   Read More
The When, Why, and How of ERP Support for Lean
Certain lean initiatives can be hugely strengthened with a synergistic enterprise resource planning (ERP) implementation—and vice versa. In other cases, the two

help desk decision support matrix   Read More
LTCH Picks Spinnaker for SAP Third-party Support
My recent blog post said that third-party software service and maintenance providers continue to peel off lucrative maintenance contracts from large vendors one

help desk decision support matrix  planning (ERP) system to help the company satisfy customer requirements and meet business goals. LTCH was satisfied with its ERP application performance, and had no desire to migrate since the current environment was sufficiently meeting the business needs. But with the end of support for the company’s SAP application imminent and no system upgrade strategy as part of its IT roadmap, LTCH management decided to consider third-party maintenance and support options costing a fraction of what it was paying Read More
What Is the Value Proposition of Support and Maintenance?
Mature systems in any enterprise require an approach different from newer implementations to software support—one that focuses on customization

help desk decision support matrix  when users really need help with the system. Again, no one's intention here is to belittle the need and value of these services, even though the paradox of paying for the software, and then paying again to have the vendor fix defects in it (we earlier agreed that bugs and fixes are a way of life in the industry) is apparent. However, the bone of contention for many customers is that there has thus far been no different strokes for different folks (customized or personalized) approach by vendors given Read More
SAP Support - From Reactive to Proactive
I recently attended the SAP Active Global Support (AGS) Analyst Summit in Costa Mesa, California, along with a member of TEC’s software selection services team.

help desk decision support matrix  an operational issue and helping to resolve the issue before it becomes a serious problem.” The software vendor’s proactive support services would be on all levels of issues surrounding their solution. These proactive offerings would carry the customer from cradle to grave, or from purchase to decommission of the solution. The level of support purchased by the majority of SAP customers, Enterprise Support, is still primarily a reactive support model. Under this level of support, SAP does provide Read More

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