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	Six Secrets for Effectively Managing a Customer Support Organization sponsored by EnterpriseWizard Inc. WHITE PAPER - Effectively managing support for even a simple product is difficult and managing support for a complex product is even tougher. This paper discusses the challenges involved in managing customer support and the key strategies for dealing with them. Posted: July 10, 2008 \| Published: July 10, 2008 Topics: Contact Center Workforce Management \| Contact Center Workforce Management Software \| CRM \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Service Level Management

	Service Management Professional sponsored by High 5 Software SOFTWARE LISTING - Service Management Enterprise and Professional - SME and SMP - are powerful software programs designed especially for service companies as they provide tools that helps to manage your customers, staff schedules, inventory and more. Posted: June 26, 2008 \| Published: January 1, 2006 Topics: Business Intelligence \| Business Performance Management \| Reporting Software \| Service Level Management

	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: Service Level Management \| SOA \| Web Services

	Achieve Greater Efficiency in Asset Management by Managing All Your Asset Types on a Single Platform sponsored by IBM Software Group WHITE PAPER - In this white paper learn about asset management solutions with a comprehensive view of all asset types, including production, facilities, transportation and IT. Posted: June 12, 2008 \| Published: June 12, 2006 Topics: Enterprise Asset Management Software \| Inventory Management \| Inventory Management Software \| IT Asset Management \| IT Service Management \| Service Level Management

	Make ITIL Actionable with Comprehensive IBM Service Management Solutions sponsored by IBM Software Group WHITE PAPER - Read this white paper to learn how your organization can leverage ITIL best practices and better develop visibility to make better decisions based on accurate, comprehensive and timely data. Posted: June 12, 2008 \| Published: December 1, 2007 Topics: Best Practices \| Change Management \| Configuration Management \| Financial Management \| IT Service Management \| Security Management \| Service Level Management

	Address the Key Implications for Compliance Management sponsored by IBM Software Group WHITE PAPER - In this white paper learn efficient and effective strategy for IT governance and compliance management, as well as how to align IT systems with business objectives, getting everything to work toward a common goal. Posted: June 12, 2008 \| Published: June 1, 2007 Topics: Enterprise Asset Management Software \| Inventory Management \| Inventory Management Software \| IT Asset Management \| IT Service Management \| Service Level Management

	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 - This white paper details how to deal with the concerns surrounding VoIP implementations. 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

	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

	4 Key Metrics for IT Service Management sponsored by Tripwire, Inc. WHITE PAPER - Effective change management can be the key to preventing outages, security problems, and poor network performance. This white paper examines 4 key metrics that can help your organization improve operational effectiveness. Posted: May 14, 2008 \| Published: May 1, 2008 Topics: Change Management \| Downtime \| IT Service Management \| Network Performance \| Network Security \| Security Management \| Service Level Management

	Service Level Performance and SOA sponsored by Layer 7 Technologies WEBCAST - Gain a greater understanding of the requirements, issues and possible strategies necessary when addressing the performance of services in an SOA. Posted: May 2, 2008 \| Premiered: May 22, 2008 Topics: Application Performance Management \| Application Performance Management Software \| Service Level Management \| SOA \| Web Services \| Web Services Management \| XML

	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: Service Level Management \| SOA Governance

	Service Level Agreements and Management: Putting Real-World Management in SLM and Next Steps in SLA sponsored by Gomez WHITE PAPER - This report outlines the changes that SLAs have undertaken and discusses the future of SLAs including how they will impact IT. Posted: April 24, 2008 \| Published: April 1, 2008 Topics: Application Monitoring \| Application Monitoring Software \| Application Performance Management \| Application Performance Management Software \| Help Desk Management \| Predictive Analytics \| Service Level Management \| Web Applications Management

	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

	Redefining the Performance Management Process sponsored by Netuitive, Inc. WHITE PAPER - The key to addressing the entire performance management challenge is to start with the fundamentals - the way baselines and thresholds are handled. Posted: April 21, 2008 \| Published: April 1, 2008 Topics: Application Performance Management \| Application Performance Management Software \| Business Performance Management \| Business Service Management Software \| Enterprise \| Hardware Management \| IT Infrastructure \| Network Traffic Analysis \| Service Level Management \| Strategic Planning

	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

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Special Report

Meeting Tomorrow's Internet Performance Requirements
sponsored by Keynote Systems

Few businesses can operate effectively today without an online presence. Web-based applications provide essential links with customers, partners, and employees. Service Level Management (SLM) is one way of managing the customer experience.

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