SLA White Papers

4 Steps to Successful Video Collaboration

Get 3 big ideas from Steven M.R. Covey on how to demonstrate and profoundly impact the level of trust in your relationships, your team and your organisation.

Download this white paper from Service Desk Institute for a careful consideration of the challenges the service desk of the future will face and the steps that need to be taken now to be prepared.

Are you an Extreme Leader? Do you aspire to be one? This handbook draws upon lessons from The Radical Leap Re-Energised by leadership expert Steve Farber, offering tips for taking your leadership to the next level.

This paper illustrates that solutions exist today, both as traditional software and Software as a Service, with a proven track record of success in helping companies make the transition to 100% electronic AR invoicing.

Download Protecting Users From Firesheep and other Sidejacking Attacks with SSL to learn how to avoid HTTP attacks.

This whitepaper provides insight, best practices, and recommendations for monitoring the end user experience within Virtual Desktop Infrastructures (VDI).

Virtualization is the essential catalyst for enabling the transition to cloud computing. VMware, the fastest growing enterprise software company and virtualization industry leader, builds on virtualization to deliver cloud infrastructure and management solutions that significantly reduce IT complexity.

Over the last two decades, IT organizations have spent billions of dollars implementing fault management tools and processes to maximize network availability. While availability management is critical, infrastructure reliability has improved to the point at which 99.9 percent availability is commonplace. Given these improvements in infrastructure availability, companies are focusing more attention on performance management. By measuring how networked applications and services perform under normal circumstances, understanding how infrastructure and application changes impact performance, and isolating the sources of above-normal latency, IT organizations can ensure problems are resolved quickly, mitigate risk from planned and unplanned changes, and take measured steps to optimize application performance. In this paper, you will learn why this shift is taking place and how a new management model, what CA Technologies calls Performance First, can empower you to advance to the next level in managing your network for application performance.

Ensure service delivery. Period. Your business depends on its IT ecosystem, and you are responsible for making sure IT delivery is flawless.

In this white paper, authored by Numara Software and Pink Elephant, we examine the critical role of having effective processes in driving down service costs. In particular, the paper demonstrates the importance of process and automation in helping IT executives stretch their IT budget further.

Alfred Ashley Group helps small businesses overcome the daunting prospect of buying, installing, and managing computer and telephone system solutions. Building in best-in-class and cost-effective security is vital for meeting customer expectations and achieving the company's revenue and profit goals.

This white paper is a business briefing for C-Level Executives on how integrating a range of technologies - including unified communications, service oriented architecture, virtualization and cloud computing - can transform the productivity and profitability of large enterprises.

Service management solutions have the potential to return very significant hard-currency ROI. Successful implementations dramatically improve decision accuracy, enhance productivity, increase operating efficiency and reduce operational risk by providing comprehensive context for a wide range of management decisions.

Delivering world class customer service in today’s fast paced business environment is becoming more difficult as information and data requires instant access.

See how this integrated out-of-the-box help desk, asset management and Change Management solution can help solve many IT help desk problems with ease.• Easily create tickets and requests • Automate repetitive workflows • Perform asset discovery • Manage software license compliance • Run pre-built dashboards and reports 

Find out how Numara Track-It! can help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests as well as other processes that require request management: • Optimize help desk efficiency with easy to use systems • Empower customers with self service • Improve productivity with automated alerts, notifications and assignments • Reduce diagnostic time with knowledge management • Reduce resolution time with asset and work order history

Discover how Numara® Track-It!® helps you avoid unplanned service interruptions, lost revenue and customer dissatisfaction due to unmanaged change. With change management capabilities, you will have the flexibility and management tools you need.• Implement change control • Reduce time and effort while improving productivity and compliance • Leverage your IT investment with a fully integrated change management solution • Improve customer satisfaction • Adhere to best practices in IT change management • Reduce the cost of IT services

Gartner has positioned BMC CONTROL-M in the Leaders Quadrant of their "2009 Magic Quadrant for Job Scheduling." The report assesses the ability to execute and completeness of vision of key vendors in the marketplace. Read a full copy today, courtesy of BMC Software.

With Numara FootPrints for Customer Service, an award-winning, 100% web-based customer service management solution, you can deliver breakthrough service to customers throughout the world faster, and enhance the quality of your web-based service desk, with less effort than today, and at a low total cost of ownership. Learn more today!

In this informative webinar, you will learn about the challenges of implementing configuration management along with suggestions on how to get started, and best practices to ensure success. You will also learn how Numara® FootPrints® Configuration Management, with its fast implementation, practical approach to implementing configuration management and automated integration to auto-discovery tools, takes the pain and time out of creating and maintaining a functional CMDB. Learn more today!

This webinar and service catalog demo will show you how Numara FootPrints Service Catalog will help your organization quickly provide an attractive menu of services tailored to your customers while providing transparency of service costs - all integrated into your service management workflow. Learn more today!

As networks, security threats, and other requirements increase in complexity, monitoring of enterprise infrastructures has become a difficult yet crucial exercise. Monitoring Optimization, a new solution for making sense of the chaos, has emerged as an ideal solution for maximizing network coverage and maintaining optimal utilization of hardware monitoring tools. However, there is a third variable at play - the productivity of the staff responsible for managing monitoring, a staff that is shrinking in the wake of layoffs. This brief reviews how important the third variable is, and how Monitoring Optimization is the only solution to manage all three variables.

"Time is money. You can't do business if you can't access your applications. I won't settle for anything less than 99.99% application availability." Steven Sommer, veteran CIO/CTO There is no aspect more critical to a business than the ability of its end users, customers, business partners and suppliers to have high availability access the corporate applications. If applications are unavailable, business ceases. And corporations know it.

Linux reliability has come of age. Several major Linux distributions including Novell SUSE, Red Hat Enterprise Linux and Ubuntu scored high in reliability, improved over 2006 uptime statistics and achieved near parity with Unix distributions. Security incidents plagued Windows Server 2003, which saw uptime decrease by roughly 10% during last year. Corporations must continue to adhere to best practices in configuration, management and security to ensure optimal server operating system and application reliability.