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Published By: ServiceNow     Published Date: Mar 24, 2015
In its most basic form, a runbook is an electronic or physical document that lists detailed procedures for handling every expected situation that an IT system may experience. Based on changes in system condition, incoming requests and other factors, system administrators determine which procedures to run and when to run them. Runbook procedures often include complex decision trees that indicate specific steps to follow depending on answers to pre-established questions. Administrators are responsible for performing the appropriate steps of the procedure in painstaking detail, often by manually issuing commands to components and sub-systems. Primitive runbooks are notoriously inefficient, inflexible and error prone, sometimes relying on undocumented steps known to just a few staff members. Yet, if a critical step is missed or an incorrect command is entered, the entire process may be negatively impacted.
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runbook, it system, system administrator, sub-systems, accelerate business
    
ServiceNow
Published By: ServiceNow     Published Date: Jan 17, 2017
A self-service experience helps IT and business users do more, and do it better, at a lower cost This eBook, “Consumerize the User Experience,” distills insights from the ServiceNow user community that can help you rapidly deploy an improved self-service experience while maximizing your short, medium, and long-term benefits. Learn best practices to: • Create a self-service portal where users can report issues, make requests, ask questions, and check request status • Define the service catalog to accurately reflect details of supported services, such as: scope, cost, service level agreements (SLAs), dependencies, and more • Automate knowledge sharing for better service and less hunting for information
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it management, it automation, it ticketing, help desk, service desk, itsm, it service management, management, service, automation, productivity, consumer
    
ServiceNow
Published By: Genesys     Published Date: Feb 21, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with MicroApps
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artificial intelligence, customer experience, automation, genesys
    
Genesys
Published By: Genesys     Published Date: Feb 21, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
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forrester, artificial intelligence, consulting, customer experience
    
Genesys
Published By: Genesys     Published Date: Feb 22, 2018
Bots and automation collide with the power of human touch. Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with MicroApps
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artificial intelligence, customer experience, automation, genesys
    
Genesys
Published By: ClickSoftware     Published Date: Sep 12, 2014
This report will take an in depth look at the 90 capital equipment manufacturers to better understand the key trends and challenges facing this industry vertical.
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delivering exceptional service, mission critical service, capital equipment manufacturers, customer service, resolution of service requests
    
ClickSoftware
Published By: CA Technologies     Published Date: Feb 13, 2015
IT services are all about people, and the people’s most precious resource is time. They want to be more productive, but service management tools haven’t always helped. CA Cloud Service Management is a leap forward, a powerful but flexible solution that is built for speed—rapidly accelerating time-to-value where other SaaS solutions fall short. With CA Cloud Service Management, you can implement in days, configure without programmers, and automate end-user requests. A true SaaS solution means you get the latest capabilities the minute they are available and simplified pricing gives you predictable costs—no nickel and diming or haggling over complex pricing charges.
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cloud monitoring, cloud service management, data, data management, data sheet, it services
    
CA Technologies
Published By: CA Technologies     Published Date: Feb 13, 2015
For years, many support teams have been hamstrung by their traditional service desk platforms, which require complex, time-consuming coding for virtually every aspect of customization. This complexity makes it costly and difficult for support organizations to adapt—and places an increasingly substantial burden on the agility and efficiency of the business as a whole. CA Cloud Service Management is a clearly differentiated alternative to traditional service desk platforms. CA Cloud Service Management is purpose built for speed—rapidly accelerating time-to-value where other SaaS solutions fall short. Implement in days, adopt with minimal training, configure without programmers, automate end-user requests, and get automatic upgrades.
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service management, deployment, time to value, cloud monitoring, cloud metrics, business analytics, performance monitoring, data, cloud data, metrics
    
CA Technologies
Published By: Genesys     Published Date: Jun 13, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with MicroApps
Tags : 
artificial intelligence, human touch, customer conversations, customer service, reduce costs
    
Genesys
Published By: Genesys     Published Date: Jun 13, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
Tags : 
artificial intelligence, customer service, agent productivity, recommendations
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: Personalise self-service Connect customer conversations Create smart agent experiences Start small and deploy fast with MicroApps
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Genesys
Published By: Progress     Published Date: Jan 22, 2019
With expectations high and requests coming from every direction, it is crucial you set strategic goals and objectives for your team that quickly drive results. But how do you set your priorities? How do you get the right mix of quick short-term wins and long-term strategic initiatives? And all the while keeping your customers, organization and stakeholders happy while ensuring the internal processes and technology are in place to support them. We will answer these questions and more in this on-demand webinar.
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Progress
Published By: HotSchedules     Published Date: Mar 08, 2019
Finding time to ask a manager for time off used to be a major hassle. No more. With HotSchedules, employees can request time off anytime, anywhere, and here's how.
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HotSchedules
Published By: PGi     Published Date: Feb 19, 2019
Does your platform truly inspire and empower your people, or is it a #fail that causes a lot of headaches, complaints and IT help requests? We’ve heard and seen it all, and we’ve found five key reasons why people hate collaboration platforms.
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PGi
Published By: Oracle     Published Date: Oct 20, 2017
Databases have long served as the lifeline of the business. Therefore, it is no surprise that performance has always been top of mind. Whether it be a traditional row-formatted database to handle millions of transactions a day or a columnar database for advanced analytics to help uncover deep insights about the business, the goal is to service all requests as quickly as possible. This is especially true as organizations look to gain an edge on their competition by analyzing data from their transactional (OLTP) database to make more informed business decisions. The traditional model (see Figure 1) for doing this leverages two separate sets of resources, with an ETL being required to transfer the data from the OLTP database to a data warehouse for analysis. Two obvious problems exist with this implementation. First, I/O bottlenecks can quickly arise because the databases reside on disk and second, analysis is constantly being done on stale data. In-memory databases have helped address p
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Oracle
Published By: Mimecast     Published Date: Apr 18, 2017
"With over 112 billion emails sent and received on a daily basis, email continues to be the dominant form of business communication. Organizations must formulate a strategy for not just storing email but meeting compliance requirements, responding to litigation requests and providing instant access to these important conservations. While this has traditionally been accomplished with on-premises technology, the cloud has transformed archiving by delivering new capabilities at lower costs. Read the whitepaper for key takeaways: - The emergence of email archiving as a business requirement - The challenges associated with traditional on-premises solutions - How the cloud has changed email archiving - How organizations can benefit from it"
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email archiving, cloud, cloud based infrastructure, cyber security, cloud security
    
Mimecast
Published By: OutSystems     Published Date: Apr 01, 2014
This paper takes a look at reasons behind why IT is struggling to innovate and how you can fix this problem.
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it innovation, inefficiency, new service, change requests, budget, resources, skills
    
OutSystems
Published By: Oracle     Published Date: Jul 27, 2015
Analytics are changing how every company department does business. However, most HR departments are struggling to fully take advantage of analytics to unlock the true potential of their workforce.
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hr analytics, hr departments, workforce, human resources, management requests, hr management, quality employees
    
Oracle
Published By: Genesys     Published Date: Jun 08, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with Microapps
Tags : 
ai solutions, customer experience
    
Genesys
Published By: Looker EMEA     Published Date: Sep 27, 2017
What is your Analytics Maturity? An 'Army of Analysts' can be very powerful. The problem, of course, is that as your organisation scales, and more data requests come in, you’ll constantly be hiring more analysts (and that gets expensive!). Download this infographic to discover what your analytics maturity is, and how to move from an 'Army of Analysts' to a more efficient, scalable model.
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data management, data system, business development, software integration, resource planning, enterprise management, data collection
    
Looker EMEA
Published By: F5 Networks Inc     Published Date: May 03, 2017
Application delivery services are critical for successful applications. Whether such services add scalability, reliability, or security, most applications rely on one or more. Application Delivery Controllers (ADCs), therefore, occupy a critical place in most application, cloud, and data center designs. But what does "performance" actually mean? In general, ADC vendors publish four main types of metrics to demonstrate performance: Requests per second (RPS) Connections per second (CPS) Transactions per second (TPS) Throughput (often measured in gigabits per second, Gbps) Download now to learn more!
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application delivery controllers, cloud, data center, performance metrics
    
F5 Networks Inc
Published By: Cherwell Software     Published Date: Apr 24, 2019
Each year, a total of 180,000 IT service tickets are created and processed. These include requests and incidents of all kinds, such as the provision of the flight information displays, an employee request for a laptop, through to IT equipment for an airline customer. The Airport’s IT team therefore decided to undertake a complex and ambitious project, entitled “ITSM 2020,” which aimed to establish a uniform and future-oriented IT service management system that would effectively and efficiently serve all areas of Munich Airport. Munich Airport evaluated various bidders in a two stage process conducted on the basis of the European Union tendering procedures. Cherwell was able to hold its own against other ITSM solutions both technically and in terms of price.
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Cherwell Software
Published By: Amazon Web Services     Published Date: Apr 11, 2018
It’s important to provide effective inbound and outbound network traffic control to distinguish between legitimate and illegitimate requests. Effectively managing, monitoring, controlling, and filtering network traffic are key actions that can help do so and further enable a robust cloud security infrastructure. Filtering Cloud Network Traffic and Preventing Threats
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Amazon Web Services
Published By: Infosys     Published Date: Jun 12, 2018
In the wake of data hacks and privacy concerns, enterprises are working extra hard to make sure they secure customer data from external threats. But what about securing data internally? Organizations unknowingly leave a big security hole in their own systems when they fail to have structured internal processes to handle access requests for employees, which could have disastrous implications for data security. A leading US bank sought to move its internal applications to a secure system for a standard and consistent access rights experience. See how Infosys helped and the five key takeaways from the project.
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internal, applications, data, hacks, privacy, enterprises
    
Infosys
Published By: Dell Software     Published Date: Jul 24, 2012
Quest Workspacetm Help Desk is a robust help desk solution for small to medium-sized businesses with complex network environments. It provides a powerful combination of management features integrated with a best-of-breed IT help desk platform. Use the help desk software to manage the ticket system workflows, dashboards, reporting and end-user self-service portals. Use the embedded management features within the help desk platform to proactively manage network events, desktops, servers and applications as well as resolve issues faster and more effectively.
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help desk, active directory, resolve issues, reports, windows, iphone, priorituze requests, auto escalation, organizational data, customize reports, cuztomize dashboards, data fields, scriptlogic, quest software, itil, service levels, proactive event management
    
Dell Software
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