service and support

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Will new Medicare Advantage services lower healthcare costs?

Published By: athenahealth     Published Date: Jul 22, 2019
Medicare Advantage is expanding coverage for what it considers “primarily health related supplemental benefits.” That’s good news, not just for treating illness and injury, but for helping high-risk patients maintain their health and prevent avoidable utilization. This article discloses the new list of services to be covered under Medicare Advantage, including transportation and in-home support.
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athenahealth

2009 Top 10 IT Service Management (ITSM) Vendor Report - Independent Research

Published By: Business-Software     Published Date: Apr 02, 2009
With help desk automation, companies can increase collaboration and information-sharing among the various departments that play a role in customer satisfaction, including customer service, product development, and quality assurance, as well as field consultants and support staff. Additionally, help desk automation can tightly integrate both internal and external support processes. Learn more today!
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itil, itsm, service management, help desk, automation, customer satisfaction, loyalty, retention, end-to-end, it management, project management, desktop management
    
Business-Software

2014 Remote Support Trends: Rapid Expansion of Device Coverage and Workflow Options Continues

Published By: LogMeIn     Published Date: Mar 19, 2015
Remote support technology, including remote control, desktop sharing, and web collaboration, is one of the most popular platforms used across TSIA service disciplines. Today’s remote support solutions offer much more than just remote control for PCs, their functional footprint is expanding to include support for more devices and richer analytics for trend analysis and supervisor dashboards. Remote support solutions are typically well regarded by users, consistently delivering one of the highest average satisfaction scores in TSIA’s annual Global Technology Survey. Service executives should acquaint themselves with the new features and capabilities being introduced by leading remote support platforms and find ways to leverage the capabilities beyond technical support. Field services, education services, professional services, and managed services are all increasing adoption of these tools to boost productivity and avoid on-site visits. Download this white paper to learn more.
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remote support, remote technology, customer support, productivity, remote technology
    
LogMeIn

2015 Gartner Magic Quadrant for Contact Center Infrastructure

Published By: Cisco     Published Date: Dec 04, 2015
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
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cisco, gartner, magic quadrant, contact center, infrastructure, telephony support, networking, research
    
Cisco

2015 Gartner Magic Quadrant for ITSSM

Published By: ServiceNow     Published Date: Oct 06, 2015
IT service support management tools are vital for infrastructure and operations organizations to manage support and delivery of IT services. This Magic Quadrant research profiles key vendors of enterprise ITSSM tools to help I&O leaders make better selections.
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ServiceNow

2016 Digital Channel Threat Report

Published By: SAS     Published Date: Aug 03, 2016
Financial institutions (FIs) must support the channels and services that consumers demand in order to remain competitive with each other and with disruptive competitors. To that end, supporting account opening, delivering new transactional features, and facilitating payments through digital channels have become table stakes. Unfortunately, the speed and convenience that these capabilities afford is a benefit to consumers and fraudsters alike. To successfully prevent fraud while retaining the benefits of offering digital financial services, FIs must understand how fraudsters are exploiting these capabilities and fight fraud with customer experience in mind.
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finance, best practices, digital channels, demand, financial services, fraud, customer experience, business analytics, business management, business technology
    
SAS

2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human

Published By: Service Now     Published Date: Feb 09, 2018
We’re at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount — an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. This report reveals the top 10 customer service trends in 2018 for application development and delivery (AD&D) pros supporting customer service.
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Service Now

4G Revisited. The continued evolution of wireless mobility.

Published By: iPass     Published Date: Sep 22, 2009
A few short years after 3G service brought us anytime, anywhere broadband-and before Apple rolled out its 3G iPhone-4G networks began raising the bar in select markets. This latest evolution in wireless networking offers faster wireless data transmission speeds, vastly superior coverage and support for a new generation of mobile applications and services.
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ipass, wifi, smartphones, roaming, web portal, vpn, ethernet, connection detail records, mobility, mobile workers, cdrs, mobile data systems, pda, smart phones, wireless communications, wireless phones, wireless service providers, wlan, total cost of ownership, workforce management
    
iPass

97% of Campaigner Email Marketing Campaigns Avoid Spam Filters and Reach the Inbox

Published By: CampaignerCRM     Published Date: May 04, 2012
Campaigner is the pioneer in email marketing services, mailing since 1999. Create, launch and track email campaigns. Exceptional deliverability and 24/7 in-house support. Sign up today and get a FREE 30-Day Trial!
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campaigner, marketing, email, internet, email marketing, campaign tracker
    
CampaignerCRM

A Blueprint for Modernizing and Consolidating Data Center and Platforms

Published By: Hewlett Packard Enterprise     Published Date: Jul 12, 2018
Discover how HPE Advisory Consulting Services consolidates and modernizes workloads and technology siloes, simplifying administration, and improving automation. Learn how IT organizations can support on-demand IT services and enable DevOps, self-service IT and agile development practices, while reducing equipment and operating expenses. This HPE Blueprint provides them with an overview of the steps they need to consider to achieve this outcome. This is valuable information to the IT person, particularly when they don’t know where to begin.
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Hewlett Packard Enterprise

A Blueprint for Security in a Hybrid World

Published By: Hewlett Packard Enterprise     Published Date: Jul 12, 2018
Discover the best practices for securing and protecting your Hybrid IT environments from HPE’s Advisory Consulting services. Businesses and organizations are building new hybrid infrastructures to deliver new IT services that require agility, resiliency and security. Success will require more automation, integration and end-to-end visibility supported by threat intelligence and threat analytics. This blueprint provides proven strategies and approaches based on the IT digital transformation experience and many customer engagements. It will help customers determine where to start and how to approach this topic
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Hewlett Packard Enterprise

A Conversation with The Johns Hopkins Hospital on Lowering the Cost of Healthcare

Published By: IBM     Published Date: Apr 18, 2012
This webcast features a conversation with Tom Lentz, Manager of IT and Finance for the Facilities Department at The Johns Hopkins Hospital in Baltimore, MD/USA. During this Webcast, Axendia Industry Analyst Daniel Matlis discusses with Mr. Lentz how The Johns Hopkins Hospital uses its Integrated Asset and Service Management solution to improve uptime to support patient care; control costs for procurement, maintenance, labor and materials; support regulatory compliance activities; and use workflow capabilities for internal controls.
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healthcare, johns hopkins, cost, asset management, service management, ibm
    
IBM

A Conversation with The Johns Hopkins Hospital on Lowering the Cost of Healthcare from Inside Out

Published By: IBM     Published Date: Apr 27, 2012
During this Webcast, Axendia Industry Analyst Daniel Matlis discusses with Mr. Lentz how The Johns Hopkins Hospital uses its Integrated Asset and Service Management solution to improve uptime to support patient care; control costs for procurement, maintenance, labor and materials; support regulatory compliance activities; and use workflow capabilities for internal controls.
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healthcare, ibm, labor, maintenance, patient care
    
IBM

A global media conglomerate reduced MTTR by 50% with LTI’s AIOps Solution

Published By: Larsen & Toubro Infotech(LTI)     Published Date: Aug 13, 2019
The client, under a managed services contract for infrastructure services, was dissatisfied with the existing service provider due to stagnant quality of support, lack of innovation and inferior/ deteriorating end user. They wanted reduced downtime and optimal operational metric, and enhanced end-user experience. LTI helped in executing a series of interventions as part of the “Amplified Outcomes” support model. Business benefits a. 30% reduction in TCO b. 65% reduction in alerts c. 70% reduction in P1 tickets
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Larsen & Toubro Infotech(LTI)

A Guide to Assessing the Network Benefits and Requirements of Cloud VoIP

Published By: RingCentral     Published Date: May 22, 2014
The Cloud; software as service across the Internet, is experiencing mass proliferation for everything from banking to CRM. Communications are part of this migration and offer a compelling solution over the retro, hardware-based systems known as PBX. This paper illustrates comparative anatomies of the old and new models. Major benefits of cloud communications are detailed, including the elimination of costs, removal of complexity for managing the system, alleviating IT resources, and the benefits of one system with a host of features. A deep-dive of the technology supporting the solution is included.
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ringcentral, phone system, business phone, mobile phone, business transition, phone provider, cloud based phone, changing attitudes, voip, enterprise applications, data center
    
RingCentral

A Guide to Hybrid Cloud for Government Agencies

Published By: VMware, Inc     Published Date: Oct 30, 2014
VMware® delivers vCloud® Government Service, provided by Carpathia®, an enterprise class hybrid cloud solution where both onsite and offsite IT environments are not just connected and integrated with common management, but are designed to run existing and new applications in exactly the same way. With vCloud Government Service, government customers don’t have to spend cycles adapting to the cloud and rewriting code; instead, they can focus on leveraging what the cloud brings to deliver value to their branch of government or mission responsibilities. Customers can securely extend their data centers to the cloud rapidly, easily and confidently, using a more supportive and integrated cloud infrastructure that is FedRAMP authorized.
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hybrid cloud, government agencies, it environments, cloud infrastructure, networking, it management, data center
    
VMware, Inc

A new direction for IT user support: Enabling an omnichannel experience in the cognitive era

Published By: IBM APAC     Published Date: Aug 25, 2017
Consumerization of IT and the Internet of Things (IoT) are revolutionizing how people live. Users are increasingly becoming accustomed to instant gratification when using technology in their personal lives, whether for gaming, shopping or managing their daily activities. And they want the same kind of immediate service when they go to work. To address this expectation, IT support needs to adapt, evolve and even revolutionize itself or become outdated. In short, IT support must reinvent itself into a friendly, proactive service that is tied directly to a business’ profitability.
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cognitive it support, transactions, system of engagement, soa, omnichannel support, ibm
    
IBM APAC

A Proven Security Intelligence Model for Combating Cyber Threats: A Reference Model for IT Security

Published By: LogRhythm     Published Date: Aug 08, 2016
IT environments have become much more vulnerable as enterprise mobility, cloud services and “bring-your-own-everything” have broken down the defensible perimeter and added layers of complexity to securing the enterprise. At the same time, the nature of cyber threats has changed dramatically. Threat actors are well organized and well funded, and many of them are known to be supported by nation states. They have sophisticated technical skills which allow these actors to create custom malware for very specific targets, and they are relentless in pursuit of their objectives. Moreover, almost anyone with a malicious intent can purchase malware and rent botnets on the Dark Web, lowering the bar for criminal entities, nation states, and terrorists to use cyber as a weapon of choice towards their intended purpose.
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security, technology, best practices, information technology, cyber threats, mobility, business analytics, business management, business technology
    
LogRhythm

Accelerate Business Agility with Faster Server Refresh Cycles

Published By: Dell EMC & Intel     Published Date: Mar 16, 2018
A fundamental people-process-technology transformation enables businesses to remain competitive in today’s innovation economy. Initiatives such as advanced security, fraud detection services, connected consumer Internet of Things (IoT) devices, augmented or virtual reality experience, machine and deep learning, and cognitively enabled applications drive superior business outcomes such as predictive marketing and maintenance. Superior business outcomes require businesses to consider IT a core competency. For IT, an agile, elastic, and scalable IT infrastructure forms the crucial underpinning for a superior service delivery model. The more up to date the infrastructure, the more capable it is of supporting the scale and complexity of a changing application landscape. Current-generation applications must be supplemented and eventually supplanted with next-generation (also known as cloud-native) applications — each with very different infrastructure requirements. Keeping infrastructure up
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Dell EMC & Intel

Accelerate Business Agility with Faster Server Refresh Cycles (French)

Published By: Dell EMC & Intel     Published Date: Apr 13, 2018
The pace of business is lightning fast. Technology runs faster – and customers want service even faster still. To keep up with the demands of a company in this age, you need hardware infrastructure capable of supporting large amounts of work with a more responsive experience. Our work in the Principled Technologies datacenter showed that the 14th generation Dell EMC™ PowerEdge™ R720xd could deliver just that. Intel Inside®. New Possibilities Outside.
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Dell EMC & Intel

Accelerate Workload Performance: A Blueprint to Storage Modernization

Published By: Hewlett Packard Enterprise     Published Date: Jul 12, 2018
Organizations are running their business on exponentially more data, created by more users, from different devices, and through different IT services and digital processes. While some data growth is fueled by new applications, it also arrives increasingly from non-traditional IT sources, including digital media, machines, and edge devices. Edge IoT devices are generating a massive amount of data that must be managed, monitored, stored, and analyzed. Deciding where to perform each of these functions is critical to supporting new data-driven global business services and processes. This blueprint from HPE Pointnext, the Services division of HPE, is based on real-world experiences from many customers across a range of industries on how to leverage flash storage modernization.
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Hewlett Packard Enterprise

Accelerating Government IT Innovation

Published By: MuleSoft     Published Date: Jan 16, 2018
Evolving citizen and constituent expectations have created the imperative for government to digitally transform. Delivering on these expectations grows more challenging by the year, as the proliferation of modern technologies (e.g. SaaS, mobile, IoT) forces IT teams to rethink how to best deliver projects to their constituents and deliver on their mission. Microservices have emerged as a means through which government IT teams can increase project delivery speed without compromising on security. This whitepaper discusses the role microservices can play in government, and how API-led connectivity helps agencies to more effectively and securely implement a microservices architecture. Readers will learn: How agencies have increased IT agility with reusable microservices Why government IT teams must move beyond point-to-point integration How microservices enable secure data sharing within and across agencies How API-led connectivity supports microservices adoption in government
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MuleSoft

Accelerating Government IT Innovation

Published By: MuleSoft     Published Date: Nov 27, 2018
Evolving citizen and constituent expectations have created the imperative for government to digitally transform. Delivering on digital transformation grows more challenging by the year, as the proliferation of modern technologies (e.g. SaaS, mobile, IoT) forces IT teams to rethink how to best deliver projects to their constituents and deliver on their mission. Microservices have emerged as a means through which government IT teams can increase project delivery speed without compromising on security. This whitepaper discusses the role microservices can play in government, and how API-led connectivity helps agencies to more effectively and securely implement a microservices architecture. Readers will learn: Why government IT teams must move beyond point-to-point integration How API-led connectivity supports microservices adoption in government How government can use MuleSoft’s FedRAMP In Process integration platform to rapidly develop APIs and microservices
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MuleSoft

Accelerating Operational Excellence for Global and Regional Manufacturers

Published By: Dassault Systèmes     Published Date: Jun 19, 2018
Business and manufacturing professionals are looking for new ways for operations to support improvements to their company’s products, services, and bottom line. This eBooks delves into: • Industry drivers and challenges • Accelerating success through people • Accelerating success through the process • Accelerating success through technology • Recommendations for accelerating your Operational Excellence journey Leading companies are aligning people, optimizing processes, and supporting both with MOM software applications in order to accelerate their Operational Excellence journeys. Make sure your company isn’t falling behind.
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Dassault Systèmes

Accelerating Time to Market: Application Development and Test in the Cloud

Published By: Savvis     Published Date: Jul 07, 2010
The cloud services market is now directly addressing the needs of application developers, with an emerging class of services that provides fast, on-demand provisioning; instant scale up and down capabilities, and support for multi-tier application architectures, as well as workload migration capabilities and a pay-as-you go model.
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savvis, software development, cloud testing, application architecture, workload migration, saas, software-as-a-service, cloud computing, virtual data center, migration, software outsourcing, software testing, data center design and management
    
Savvis
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