Managing a mixed platform and vendor IT environment presents many challenges. The problems escalate with the number of different tools used to manage the infrastructure. Customers are looking to reduce the number and variety of management tools they must use. One early adopter of IBM's ITCAM for Microsoft Applications shares the lessons learned from that experience and comments on the benefits of the latest version.
This paper discusses the challenges of managing applications in highly dynamic IT environments such as public and private Clouds. Modern enterprise applications are engineered for agility and are frequently deployed over flexible IT infrastructures.
As today’s global marketplace becomes more sophisticated, the number and complexity of mission-critical financial transactions that companies conduct on a day-to-day basis continues to grow exponentially. Even small and mid-sized businesses are plagued by a rapidly increasing volume of financial processes that are highly
intricate and multi-faceted. These activities, while important, are administrative in nature and often distract staff from more strategic planning initiatives that directly impact company prosperity and growth. Additionally, as legislative pressures continue to grow, and the rules imposed by Sarbanes Oxley, BASEL II, and other regulations become more stringent, businesses need to find better ways to ensure compliance by effectively logging, tracking, auditing, and reporting their financial data.
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.