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	Call Center Management: Planning, Scheduling, Historical and Real Time Statistics sponsored by DeskFlex WHITE PAPER - The scope of this white paper includes management information and its use for forecasting work volumes, planning and scheduling agents to handle the projected work volume, and feedback as to the actual performance of the call center. Posted: September 1, 2008 \| Published: August 28, 2008 Topics: Call Center Management \| Productivity \| Service Level Management \| Staffing

	Tackling Increasing SMF Data Volumes and Decreasing Resources in the Mainframe Environment sponsored by CA WHITE PAPER - The CA Mainframe Resource Management Suite delivers accurate information for effective IT fiscal and capacity planning and system performance tuning. Posted: August 28, 2008 \| Published: August 28, 2008 Topics: Financial Management \| IT Management Services \| Service Level Management \| Systems Management

	Nimsoft™ Service Level Management Solutions sponsored by Nimsoft, Inc. SOFTWARE DEMO - Nimsoft is the premier provider of business-focused service level management solutions that combine advanced SLM functionality and broad platform coverage with unprecedented ease of implementation, deployment and use. Posted: August 21, 2008 \| Published: August 20, 2008 Topics: Business Processes \| Content Delivery \| Dashboards \| Performance Testing \| Real Time Operating Systems \| Real-time Analytical Software \| Reporting Software \| Service Level Management

	Service Level Management: On the Level sponsored by Nimsoft, Inc. WHITE PAPER - This paper explains an evolutionary approach to Service Level Management (SLM) that enables organizations at any stage of IT development to successfully implement SLM and begin contributing more to the business bottom line. Posted: August 15, 2008 \| Published: August 15, 2008 Topics: Budgeting \| Business Process Automation \| Data Centers \| eCommerce \| IT Infrastructure \| Performance Testing \| Service Level Management \| SOA

	IT Briefing: SOA Design Time Governance sponsored by Software AG WHITE PAPER - This paper explains the key elements of design time governance for organizations pursuing service-orientation. Posted: August 1, 2008 \| Published: August 1, 2008 Topics: Business Intelligence \| Project Management \| Service Level Management \| SOA \| SOA Governance \| Testing

	5 Ways to Improve Customer Service in a Down Economy sponsored by OpenSpan WEBCAST - In today's difficult economy, many organizations find it challenging to achieve superior customer service. View this Webcast and explore 5 specific ways to improve the customer experience in a highly cost effective manner. Posted: July 31, 2008 \| Premiered: August 13, 2008 Topics: CRM \| CRM Services \| Customer Service \| Customer Service Best Practices \| IT Departments \| IT Service Centers \| Service Level Management \| SLA

	APC Critical Power & Cooling Resource Center sponsored by APC WHITE PAPER - APC 's Power and Cooling Resource Center is a fully integrated solution provider for Critical Power and Cooling Services. There are more than 12,000 APC-MGE employees standing by ready to serve you. Posted: July 30, 2008 \| Published: July 1, 2008 Topics: Architectures \| Cooling Equipment \| Customer Service \| Customer Support Software \| Globalization \| Management Service Providers \| Service Level Management \| UPS

	Overcoming Web 2.0 Challenges Through Load Testing sponsored by Keynote Systems VIDEO - Keynote LoadPro is an outsourced Web load testing service. Expert consultants test your site with real-world Internet traffic and uncover performance problems long before they impact your business. Posted: July 10, 2008 \| Premiered: July 9, 2008 Topics: Databases \| Infrastructure Management \| Infrastructure Services \| Internet \| Outsourcing \| Server Management \| Service Level Management \| Testing \| User Experience

	SOA and BPM - Practical Approaches to Effective Implementation sponsored by Cognizant Technology Solutions WEBCAST - This webcast describes Business Process Management (BPM) and Service Oriented Architectures (SOA) and explores the relationship between them in creating business agility. Together they also create scalability accommodating future business needs. Posted: July 10, 2008 \| Premiered: July 17, 2008 Topics: Applications Management \| Business Integration \| Business Process Automation Software \| Business Process Management \| Scalability Testing \| Service Level Management \| SOA

	CA Application Quality Management and Testing Tools Bloor Research, 15 Apr 2008 sponsored by CA WHITE PAPER - This white paper discusses the growing importance of comprehensive application quality management and testing tools for improved application performance. Learn how to deliver an application quality and risk management message to your organization. Posted: June 17, 2008 \| Published: March 1, 2008 Topics: Business Intelligence \| ERP \| Quality Control \| Service Level Management \| SOA \| Testing \| Web Services

	VOIP Infrastructure for the Evolving Enterprise: How to Control Costs, Mitigate Risk, and Ensure Service Levels in an Ever-Changing Network Environment sponsored by Quintum Voice Over IP Technologies WHITE PAPER - There are significant differences in VoIP hardware functionality that affect the cost, risk and consumption of staff resources. This white paper outlines what to consider when selecting a VoIP gateway/switching solutio Posted: June 5, 2008 \| Published: March 1, 2008 Topics: Application Deployment \| Converged Networks \| Network Architectures \| Network Management \| Network Protocols \| ROI \| Security \| Service Level Management \| TCO \| VoIP \| WAN

	5 Steps to Defining IT Services: A Hands-On Workbook sponsored by Enterprise Management Associates (EMA) WHITE PAPER - Managing IT by service and not technology is the message of ITIL v3, but, most IT professionals really struggle with defining IT services. In this white paper, explore five steps to defining IT services. Posted: May 19, 2008 \| Published: March 1, 2008 Topics: Best Practices \| Business IT Alignment \| Business Service Management \| CMDB \| Configuration Management \| CRM \| Enterprise Systems \| ERP \| IT Service Management \| Service Level Management

	Transforming Business: Optimizing the Business Outcomes of SOA sponsored by Hewlett-Packard Company WHITE PAPER - This research provides guidance to clients seeking a structured approach to planning and initiating the series of activities through the first, sensitive steps of the long journey to companywide SOA enablement. Posted: April 29, 2008 \| Published: January 1, 2007 Topics: Application Life-Cycle Management \| Application Performance Management \| Customers \| Performance Management \| Service Level Management \| Service Oriented Architecture \| SOA Governance \| Systems Integration \| Systems Management

	Accelerating BSM Adoption sponsored by Netuitive, Inc. WHITE PAPER - Netuitive's solution is designed to leverage prior investments and seamlessly integrates with existing monitoring agents, event consoles, asset inventories and service modeling tools. Posted: April 21, 2008 \| Published: April 1, 2008 Topics: Application Performance Management \| Application Performance Management Software \| Business Processes \| Business Service Management \| Business Service Management Software \| Enterprise \| Hardware Management \| Help Desk Services \| Network Traffic Analysis \| Service Level Management \| Total Cost of Ownership

	Optimizing Virtual Environments Requires Self-Learning Performance Management sponsored by Netuitive, Inc. WHITE PAPER - Self-learning performance management software helps IT restore some predictability to server and application performance management in virtual environments. Posted: April 21, 2008 \| Published: May 1, 2007 Topics: Application Performance Management \| Application Performance Management Software \| Business Service Management \| Business Service Management Software \| Data Centers \| Enterprise \| IT Infrastructure \| Server Virtualization \| Service Level Management \| SOA \| Virtualization

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A Common Core - ITIL Version 3.0 and CMMi-SVC

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