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SLAs are critical tools that can help ensure appropriate performance. And the use of SLAs as part of the service delivery management process is on the rise. If you’re going to succeed, you’ll have to do your homework. This paper identifies the five critical steps you should take before you define your Service Level Agreements.
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In this report, BusinessWeek Research Services (BWRS) launched a research program to determine the views of C-level managers—at large companies on how to improve the value derived from human resources outsourcing.
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IDC conducted a study on behalf of Sterling Commerce, an IBM Company, to determine how Sterling Commerce customers were using B2B integration software innovatively to improve core processes. Continue reading this paper to learn the results of that study and find out how innovators use b2b integrations software to shrink cycle time and cost.
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This white paper describes how the trend of broader BPM programs has changed what companies need in terms of BPM technology and “know-how.” Continue reading to learn three steps for helping establish a solid foundation for a BPM program that can enable your organization to easily scale its process improvement capability.
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Sound business process management (BPM) lies at the heart of IT's ability to respond to the constant mandate to deliver "more for less." Access this resource for a Q&A on BPM with Toby Redshaw, the Group CIO leading a successful BPM program at Aviva plc, the world’s fifth largest insurance group.
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When opting for an outsourcing program, CIOs should check the reliability, financial stability and reputation of service providers, advices Shailesh Joshi, head of corporate IT at Godrej Industries. Get further outsourcing insights in this resource.
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To fully realize the value of all the data available, companies need to take a more scientific, collaborative approach to business intelligence (BI). In this helpful resource, learn about a relationship-based approach to BI and analytics that realigns key responsibilities to better match the needs of your enterprise.
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Discover the obstacles associated with supporting advanced technology in complex IT environments. Review what you should look for when considering support features and deliverables, and learn how specific support tools can enable improved problem resolution and minimize downtime.
WHITE PAPER:
This white paper provides a business case for considering Vietnam as an offshore outsourcing destination, and offers specific examples from the IT and software industries, including a US software testing firm with a facility in Vietnam.