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Minimizing the Total Cost of Technical Support for Enterprise Applications
Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise

technical and support  a formalized process for technical support selection and evaluation. However, as noted above, technical support is an extremely vital component to any organization running enterprise software. The financial impacts of poor technical support can affect the total cost of ownership (TCO) and return on investment (ROI). The impact is even more severe if the solution is not a proper match for the business. Poor technical support impacts the life cycle of the solution, and also causes frustration for the Read More...
Help Desk for the Health Care Industry
Help Desk is an application for assisting and managing calls for support from computer users. It also includes computer and software inventory tracking along with technical support knowledge bas...
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Documents related to » technical and support


Industry Support in WCM
If you're looking for web content management systems (WCM), I have some stats that might help you key into the features you'd expect to come standard.Here

technical and support  Product technology defines the technical architecture of the product, and the technological environment in which the product can successfully run 18   Of those categories you can expect a certain number of features to be supported by a product. The chart shows the industry average (as covered in TEC research) for levels of WCM functionality support. The closer the line is to the outer edge of the chart, the more you can expect to find standard functionality supported. These categories break down into Read More...
‘Tis that time of the year when customer and technical support people go crazy…
This happens either because customers did not want to pay for upgrades or customizations all year long, or vendors simply ignored their clients’ needs and

technical and support  level. Unfortunately, customer and technical support people are caught between the vendor and its customers and there isn’t much they can do—except maybe for psychological support. To decrease their frustration, I came up with some carols adapted to technical support: I Saw Three Ships all in transit, but they get here after Christmas—the customer is going to kill me! It Came Upon the Midnight, Clear ed from customs—but we have no trucks to get it to the warehouse. Joy to the World , profit to Read More...
ITO: IT Infrastructure Support Services
Softtek's IT infrastructure support services are offered as a managed solution aimed to ensure technical infrastructure availability, accessibility, and

technical and support  solution aimed to ensure technical infrastructure availability, accessibility, and dependability. Through service-level agreement (SLA)-driven engagements, Softtek delivers offshore infrastructure support services, including the following: desktop support (L1, L2), network and server administration, security administration, assets management, and telephony support. Read More...
What Is the Value Proposition of Support and Maintenance?
Mature systems in any enterprise require an approach different from newer implementations to software support—one that focuses on customization

technical and support  releases that offer enhanced technical and functional capabilities. If users usually adopt these software enhancements, then this section of the S&M agreement enables them to extend the business value and technical viability of the applications. Based on the extent of modifications the user enterprise has made to the system, the cost of accepting a new release varies considerably, and this cost directly impacts the relative value of the new release (see The Old ERP Dilemma—Should We Install The New Read More...
ITIL Service Support Processes in Record Time
To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL

technical and support  Service Support Processes in Record Time To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted with facilitation, ITIL input, and lean competences and tools. The existing procedures and instructions were combined with ITIL’s different service support areas. Read More...
Top Australian Beverage Maker Leverages SumTotal to Support an Achievement-driven Culture
Lion Nathan, a leading Australian alcoholic beverage maker, deployed SumTotal's integrated talent management platform to bring its primary processes, including

technical and support  Australian Beverage Maker Leverages SumTotal to Support an Achievement-driven Culture Lion Nathan, a leading Australian alcoholic beverage maker, deployed SumTotal's integrated talent management platform to bring its primary processes, including employee performance and goals, succession planning, compensation, and 360 feedback, into a single technology platform. Find out how SumTotal helped Lion Nathan support its market-connected achievement culture, while promoting leaders from within the Read More...
What Are the Support and Maintenance Options?
Enterprise software licensees do have a choice when it comes to software support and maintenance (S&M) providers, with several, less expensive options existing

technical and support  Are the Support and Maintenance Options? Enterprises can remain at the mercy of vendors' high-priced support and maintenance (S&M) agreements for only so long. If vendors continue playing hardball with their customers, they are likely to face substantial customer defections, with customers seeking alternative options. To learn more about software maintenance and support, please see Will User Enterprises Ever Get onto an Easy (Support and Maintenance) Street? , Support and Maintenance: No Longer the Read More...
How to Develop, Maintain, and Support a Quality Management and Development Process
The task of defining test plans, acceptance criteria, and testing deliverables and processes for any software development effort can raise many challenges

technical and support  to Develop, Maintain, and Support a Quality Management and Development Process The task of defining test plans, acceptance criteria, and testing deliverables and processes for any software development effort can raise many challenges. Choosing a tool to help support these practices not only can help to alleviate the burden placed on those involved, but it can add efficiency, organization, and the foundation for success. Find out how one company benefited from implementing a quality initiative. Read More...
Active Escrow: The Technical Verification of Software Source Code
The source code for mission-critical software products is almost never provided to users by the supplier. All the end-user has is a copy of the compiled source

technical and support  Escrow: The Technical Verification of Software Source Code The source code for mission-critical software products is almost never provided to users by the supplier. All the end-user has is a copy of the compiled source code—in other words, the object code that can only be read and executed by the computers concerned. That’s why professional escrow is becoming an essential component of operational risk management. Read More...
Choosing the Right ERP Solution to Support a Global Business
Businesses have a variety of strategies to select from when implementing enterprise resource planning (ERP) systems across their global organizations. The

technical and support  the Right ERP Solution to Support a Global Business Businesses have a variety of strategies to select from when implementing enterprise resource planning (ERP) systems across their global organizations. The choice of configuration can have a profound impact on visibility across the organization, as well the cost and complexity of implementing and supporting the solution. This white paper describes the three principal choices. Read More...
Nortel and Clarify: Was There Ever Synergy Enough to Support this Marriage?
Back in 1999, when Nortel was on a buying spree and reeling in record profits, it plunked down US$2.1 billion dollars for Clarify Inc., a leader in the CRM

technical and support  and Clarify: Was There Ever Synergy Enough to Support this Marriage? Nortel and Clarify: Was There Ever Synergy Enough to Support this Marriage? R. Garland - July 26, 2001 The Nortel and Clarify Marriage    On October 18, 1999, Nortel Networks , proclaimed that it was entering into a definitive merger agreement with the CRM vendor Clarify Inc ., at the time the world's second largest provider of front office [read: CRM ] solutions for eBusiness. Nortel was buying all the common shares of Read More...
SAP and VMWare Expand Collaboration to Bring Support for vSphere in HANA
SAP and VMWare will now offer another deployment architecture for SAP HANA. During the SAPPHIRE NOW conference in Madrid, SAP announced the upcoming

technical and support  and VMWare Expand Collaboration to Bring Support for vSphere in HANA SAP and VMWare will now offer another deployment architecture for SAP HANA. During the  SAPPHIRE NOW conference in Madrid , SAP announced the upcoming availability of SAP HANA on VMWare vSphere 5.1 for testing and development. SAP's customers will have the ability to provide instances of SAP HANA in virtual machines faster, use advanced datacenter capabilities of VMware vSphere such as Dynamic Resource Scheduling and vSphere Read More...
iWeb Agilewiz BPMS - iWeb Technical Framework


technical and support  Agilewiz BPMS - iWeb Technical Framework Read More...
Bad Customer Support Is Not a Software Problem
A couple of days ago, my laptop decided (all on its own) to jump off my desk.Lucky for me, it survived almost completely undamaged except for a broken latch

technical and support  So I called the Technical Service department again and asked if they could find the right part number. They couldn’t. My laptop was no longer under warranty, you see, so they weren’t allowed to look up the number for me. But Parts and Services might be able to help. Argh. I took a deep breath, called Parts and Services again, and asked if there was anyone on earth who could give me the ID number for the part I needed so that I could actually buy the part. From the vendor. For money. The rep had no Read More...

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