operations management

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Quality Management in the Contact Center

Published By: 8x8 Inc.     Published Date: Nov 17, 2016
Effective quality management lets you improve the performance of contact center agents—and deliver the customer experience your business expects. The ICMI Tool Kit: Quality Management in the Contact Center provides valuable tips you can apply to start improving your contact center operations today. Developed by International Customer Management Institute (ICMI), a leader in contact center training and consulting, the tool kit lays out the foundations of an effective quality management program and offers a step-by-step approach to creating an effective program. Then it provides details to help you: • Perform effective coaching using the SAFE coaching framework • Calculate the ROI of your training and coaching investments • Developing a peer mentor program
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8x8 Inc.

Cloud-based Communications Can Give You the Inside Track

Published By: 8x8 Inc.     Published Date: Aug 09, 2017
Bicycle companies know a thing or two about agility. So when the U.S. division of the legendary Japanese bicycle manufacturer, Shimano, decided to assess its operations, their next move was an easy decision. Management realized it had to improve the speed and dexterity of its communications to remain competitive. After considering their options, they opted for a cloud communications solution that checked off all their requirements for speed, agility and cost consciousness and more. Read more about their results.
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shimano, 8x8, communications, management, operations, cloud
    
8x8 Inc.

City of Almere Success Story: Streamlined Government Processes

Published By: Adobe     Published Date: Feb 20, 2014
The City of Almere in the Netherlands uses Adobe® Acrobat® Pro to enhance collaboration among officials and improve the delivery of government services to citizens.
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adobe, adobe acrobat pro, software, collaboration, streamlining, productivity, file management, document management
    
Adobe

Marketing Takes the Lead in Customer Experience Management

Published By: Adobe     Published Date: Oct 10, 2019
In this white paper we discuss the opportunities and challenges associated with customer experience management and highlight three key areas of future focus for successful European marketing leaders: customer consent management in marketing in the light of GDPR; the future of AI-driven customer engagement in marketing; and customer journey management as the new mantra and operating model for marketing operations management. Our observations and conclusions are backed by rigorous research results based on a representative sample of telephone interviews with marketing leaders across Europe. We hope you enjoy this paper and would be interested to hear your feedback. We believe the paper provides the benchmarks and insights to guide the next generation of marketing domain digital technology deployments and beyond into enterprisewide customer experience management.
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Adobe

Practitioner’s Guide to a Security Operations Center (SOC)

Published By: AlienVault     Published Date: Aug 11, 2015
Read this paper to accelerate your evaluation of SOC tools and technology needs.
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security operations center, soc, threat detection, soc tools, siem event correlation, security management, behavior monitoring, threat assessment
    
AlienVault

5 Steps to Implement and Maintain PCI DSS Compliance

Published By: AlienVault     Published Date: Nov 10, 2015
Implement and maintain PCI DSS compliance at your organization
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operations, structure, compliance, security, management, data, best practices, business intelligence
    
AlienVault

The New Game Plan For Strategic Planning

Published By: Anaplan     Published Date: Mar 29, 2018
Disruptive innovation, new business models, and globalization have accelerated the rate of change for every business. To stay competitive, organizations are revising their business models, product sets, and other critical aspects of their operations on a much more frequent and continuous basis. These organizations realize that real-time strategic planning and performance management are not just “nice to have” but “must have” capabilities. Yet many organizations still struggle to implement these capabilities. As a result, they’re unable to quickly revise their strategies, implement plans, and monitor results.
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strategic, planning, innovation, business, globalization, organizations
    
Anaplan

Classification of Data Center Operations Technology (OT) Management Tools

Published By: APC by Schneider Electric     Published Date: Feb 15, 2011
This paper divides the realm of data center "Operations Technology" into four distinct domains and compares the primary and secondary functions of key subsystems within these domains.
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apc by schneider electric, classification, data center operations technology, ot management tools, software management tool, physical infrastructure, infrastructure, server hardware
    
APC by Schneider Electric

EMA Industry Report: Application Performance Monitoring (APM), 2015

Published By: AppDynamics     Published Date: Aug 25, 2015
In collaboration with Enterprise Management Associates (EMA), AppDynamics has conducted a survey of application management professionals and managers to determine exactly what IT organizations want and need from APM providers. Here are some key findings from the research: • Only 30% of companies currently have application-specific solutions to monitor apps • 50% or fewer of the tools companies have purchased are actively being used to monitor apps • 27% of application-related problems are detected by monitoring tools • A “unified monitoring platform” is the top choice in a feature of an APM solution Download the full report to review the findings and understand the key challenges and “must haves” associated with APM solutions voiced by IT professionals themselves.
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business technology, digital, customer service, efficiency, operations, infrastructure, business intelligence, business management
    
AppDynamics

A One-Stop-Shop for Marketing Operations at BearingPoint, Inc.

Published By: Aprimo, Inc.     Published Date: Dec 23, 2008
BearingPoint wanted a “one-stop-shop” for its growing marketing organization that was easy to setup and didn’t require a lot of resources. A tool was needed to help with the wide-range of marketing activities that satisfied the needs of the entire marketing team. This system needed to easily handle financial and legal requests, capture campaign and event data, support creative development and reduce manual processes that contributed to the lagging of concrete knowledge of their marketing budgets and spending at any given point in time.
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aprimo, marketing operations, financial visibility, marketing resource management, it management, knowledge management, network management, contact management
    
Aprimo, Inc.

Transforming Marketing Departments into Marketing Powerhouses

Published By: Archway     Published Date: Nov 21, 2008
The role of marketing is constantly changing. As budgets shrink and demands grow, marketing departments across the country are being carefully scrutinized for their effectiveness. Top executives are holding marketers more accountable, which means they must not only deliver results, but also find ways to measure the actual bottomline impact of their marketing initiatives.
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archway, roi, marketing operations management, outsourcing, business assessments, market planning, product procurement
    
Archway

Magic Quadrant for Application Performance Monitoring

Published By: Arcserve     Published Date: Jul 26, 2010
Business is driving IT operations management to become increasingly application-centric. At the same time, applications are becoming more difficult to manage. How vendors respond to the application performance monitoring challenge will have a profound impact on their overall market positions.
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ca technologies, magic quadrant, application performance monitoring, it operations management, apm, monitoring, application performance management
    
Arcserve

Plugging the Holes in a Telecom Network

Published By: Asentria Corporation     Published Date: Sep 04, 2007
Telecom operations typically have sophisticated network and systems management (NSM) software in place to monitor their servers, workstations and routers. Such systems often utilize Simple Network Management Protocol (SNMP) as a means of transmitting and receiving network monitoring information. Great - if you run only modern equipment. 
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telecom alarms, snmp traps, remote site managers, terminal servers, remote access, snmp monitoring, snmp, contact closures
    
Asentria Corporation

Choosing the Right CMDB

Published By: ASG Software Solutions     Published Date: Aug 20, 2008
A forward-looking CMDB does more than keep an organization's IT operations running. It draws clear connections between IT components and business services, which is the core of Business Service Management (BSM). But even more critical than the CMDB's ability to support business as it is now, is the question of how well it will drive business innovation in the future.
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asg, cmdb, bsm, metadata, metacmdb, lob, ecommerce, business activity monitoring
    
ASG Software Solutions

Live Webinar Sept. 15th: Intro to Aternity, User-Centric Approach to Proactive IT Management

Published By: Aternity     Published Date: Sep 01, 2010
Join Aternity, A Gartner Cool Vendor in IT Operations for a live demo on how Fortune 500 companies are leveraging our award-winning platform to deliver a user-centric approach to Proactive IT Management.
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end user experience, application performance management, proactive it management, desktop virtualization, cloud computing, best practices, business activity monitoring, business analytics
    
Aternity

What You Need to Know About Operationalizing Your AWS Transit Hub

Published By: Aviatrix     Published Date: Jun 11, 2018
Once you've designed and secured your Global Transit Network, are you done? Are you ready to hand day-to-day responsibility over to an operations team? Or, are there other elements you need to ensure that the day-to-day operation of your transit hub is efficient and effective? As part of our fact-filled AWS Bootcamp series, Aviatrix CTO Sherry Wei and Neel Kamal, head of field operations at Aviatrix, demonstrate the best practices they've gleaned from working with operations teams, all who require: • Visibility: Do you have a way to centrally view your network, see performance bottlenecks, control security policies, and set other configuration details? • Deep Analytics: Can you easily gather performance and audit data and export it to Splunk, DataDog, or other advanced reporting tools? • Monitoring and Troubleshooting: Do you have a real-time view of network health, and how easily can you access the data needed to locate and fix issues? • Alert Management: When issues do occur, what r
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aws, aws vpc, aws global transit network, aws transit vpc, cisco csr, csr 1000v
    
Aviatrix

Simplifying large-scale Internet of Things (IoT) device deployments

Published By: AWS     Published Date: Jul 16, 2018
The Internet of Things (IoT) is composed of sensor-embedded devices and machines that exchange data with each other and the cloud through a secure network. Often referred to as “things” or “edge devices”, these intelligent machines connect to the internet either directly or through an IoT gateway, enabling them to send data to the cloud. Analyzing this data can reveal valuable insights about these objects and the business processes they’re part of, helping enterprises optimize their operations. Devices in IoT deployments can span nearly any industry or use case. Each one is equipped with sensors, processing power, connectivity, and software, enabling asset control and other remote interactions over the internet. Unlike traditional IT assets, these edge devices are resource-constrained (either by bandwidth, storage, or processing power) and are typically found outside of a data center, creating unique security and management considerations.
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AWS

3 Steps to a Comprehensive View of IT Operations

Published By: Blue Medora     Published Date: Oct 24, 2016
a recent Forrester Consulting research report shows that tools creep and lack of visibility are big problem areas for companies. Additionally, the research showed that only 24 percent of companies could provision infrastructure in a matter of hours instead of days or weeks.
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it operations, blue medora, visibility, cloud management, open-source databases, infrastructure provisioning
    
Blue Medora

Introducing Cognitive Service Management

Published By: BMC ASEAN     Published Date: Dec 18, 2018
From the impact of disruptive technologies to the imperative of digital transformation, businesses today must find new ways to innovate or risk being left behind. While data flowing rapidly between the Internet of Things and multi-cloud computing environments brings tremendous opportunity, there’s also a great deal of complexity. Artificial intelligence (AI) and machine learning (ML) are part of the new wave of solutions capturing the minds of enterprise leaders to respond to these new opportunities and complexities. Digitally literate leaders who are highly cognizant of this wave, are jumping in headfirst and applying AI and ML to solve real business challenges—making enterprise goals of enabling cost savings via smarter operations and decision making come to fruition. BMC Cognitive Service Management (CSM) addresses the complexities of multi-cloud computing by applying intelligence, automation, and predictive capabilities. CSM employs a differentiated approach with a more holistic
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BMC ASEAN

Cloud Benefits for the IT Service Management Market

Published By: BMC Software     Published Date: Feb 03, 2014
Analysts predict that soon, half of all new IT service desk tools will be adopted as cloud-based services. While shifting to an on-demand model can be a complex decision, requiring organizations to assess carefully the potential impact on their business operations, a growing number of companies are clearly finding the move worthwhile. This paper explores the reasons for the rapid growth of cloud-based IT service management (ITSM) solutions and the benefits they offer for enterprises. Topics include: • The cost savings companies can achieve by deploying ITSM solutions via the cloud, which allows better management and optimization of consumption and costs. • Improved alignment between IT to and business, as self-service, a service catalog, collaboration, and mobility help IT expose and provide its services more effectively. • The ability to integrate cloud and on-premise solutions to leverage existing systems while leveraging new innovations via the cloud. • The advantages of cloud
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bmc, cosumerized technology, cloud technology, mobile technology, social technology, customer-first, modernized work processes, social-enabled enterprise applications
    
BMC Software

Cloud Benefits for the IT Service Management Market

Published By: BMC Software     Published Date: Aug 18, 2014
"Analysts predict that soon, half of all new IT service desk tools will be adopted as cloud-based services. While shifting to an on-demand model can be a complex decision that requires organizations to carefully assess the potential impact on business operations, a growing number of companies are clearly finding the move worthwhile. This paper explores the reasons for the rapid growth of cloud-based IT service management (ITSM) solutions and the benefits they offer for enterprises. Topics include: • The cost savings companies can achieve by deploying ITSM solutions via the cloud, which allows better management and optimization of consumption and costs. • Improved alignment between IT and business, as self-service, a service catalog, collaboration, and mobility help IT expose and provide its services more effectively. • The ability to integrate cloud and on-premise solutions to leverage existing systems while leveraging new innovations via the cloud. • The advantages of cloud-base
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it management, data management, cloud computing
    
BMC Software

New Strategies to Manage Complexity in IT Automation

Published By: BMC Software     Published Date: Aug 26, 2014
Is your IT Automation strategy saving you money or just becoming more complex and costly? With the right unified strategy, IT Automation can pay for itself and deliver far more business value. Watch this on-demand webinar, “New Strategies to Manage IT Automation Complexity” and learn how to: • Reduce costs by integrating automatio n for servers, middleware, networks and databases • Eliminate manual and tedious IT Operations tasks with both new and existing technology • Save time and money by consolidating configuration management processes across your IT infrastructure • Transform compliance, audit that and remediation from a stressful event to a standard practice Become part of the Automation revival is serving as a catalyst for IT Operations. Watch this on-demand webinar and learn how to integrate your IT automation strategy.
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it automation, strategy, operations, it infrastructure, automation, it management
    
BMC Software

Magic Quadrant for IT Service Support Management Tools

Published By: BMC Software     Published Date: Oct 23, 2014
To better support the business, I&O managers often turn to IT service support management (ITSSM) tools. ITSSM tools enable IT operations organizations, specifically infrastructure and operations (I&O) managers, to better support the production environment. ITSSM tools automate the tasks and workflows associated with the management and delivery of quality IT services to the business. The vendors in this Magic Quadrant offer integrated products that address functionality from a combined perspective of people, processes and tooling. BMC was rated as a leader by Gartner in the Magic Quadrant.
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saas, cloud, itsm, integrating itsm, itsm integration, saas integration, it management
    
BMC Software

Faster, More Accurate Decisions with IT Operations Analytics

Published By: BMC Software     Published Date: Jul 22, 2015
The rise of the digital enterprise has created an explosion of valuable, yet unharnessed data for IT organizations. Traditional IT tools and processes, founded on the notion of control and management, are unable to support the speed and agility requirements of the digital enterprise. IT organizations must reengineer their approach from traditional analytics and reporting to adaptive, real-time digital service analytics.
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operations analytics, digital enterprise, data, data management, service analytics
    
BMC Software

Top 15 Supply Chain Management Software Vendors Revealed

Published By: Business Software     Published Date: Apr 04, 2013
SCM is a combination of science and software that encompasses all operations within the supply chain, including the sourcing, acquisition, and storage of raw materials; the scheduling and management of work-in process; and the warehousing and distribution of finished products. With SCM solutions, businesses can streamline and automate the planning, execution, and control of these key activities.
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supply chain management, software, business-software.com, vendors, revealed, scm solutions, control of key activities, management
    
Business Software
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