http://www.computerweekly.comen-gbMon, 02 Nov 2009 16:52:00 GMThttp://www.computerweekly.com/Articles/2009/11/02/238075/customer-satisfaction-benchmarking.htmhttp://www.computerweekly.com/Articles/2009/11/02/238075/customer-satisfaction-benchmarking.htmToday’s support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it’s easy to track financial performance, but customer satisfaction is akin to speaking a foreign language. Mon, 02 Nov 2009 16:52:00 GMThttp://www.computerweekly.com/Articles/2009/11/02/238074/customer-experience-management-the-next-frontier-for-support-centres.htmhttp://www.computerweekly.com/Articles/2009/11/02/238074/customer-experience-management-the-next-frontier-for-support-centres.htmWhen looking at technology in the context of Customer Experience Management (CEM), it needs to embrace CEM methodologies, enable the delivery of the brand promise and measure the experience. Mon, 02 Nov 2009 16:51:00 GMThttp://www.computerweekly.com/Articles/2009/10/20/237241/hosted-security-free-it-managers-guide-from-messagelabs.htmhttp://www.computerweekly.com/Articles/2009/10/20/237241/hosted-security-free-it-managers-guide-from-messagelabs.htmHosted security? Managed security? Cloud security? SaaS? Tue, 20 Oct 2009 14:45:00 GMThttp://www.computerweekly.com/Articles/2009/10/20/237238/spam-viruses-data-loss-use-policy-where-to-begin.htmhttp://www.computerweekly.com/Articles/2009/10/20/237238/spam-viruses-data-loss-use-policy-where-to-begin.htmThe IT threat landscape is evolving. Organised crime is involved & it’s big business. Tue, 20 Oct 2009 14:44:00 GMThttp://www.computerweekly.com/Articles/2009/10/20/237236/keep-your-email-flowing-free-guide-from-messagelabs.htmhttp://www.computerweekly.com/Articles/2009/10/20/237236/keep-your-email-flowing-free-guide-from-messagelabs.htmEmail needs to keep flowing. Unplanned outages or even routine maintenance can cause huge disruption.Tue, 20 Oct 2009 14:43:00 GMThttp://www.computerweekly.com/Articles/2009/10/15/238158/global-threat-trends.htmhttp://www.computerweekly.com/Articles/2009/10/15/238158/global-threat-trends.htmThis white paper also looks at the latest trends and patterns amongst the virus and malware landscape.Thu, 15 Oct 2009 16:26:00 GMThttp://www.computerweekly.com/Articles/2009/10/15/236761/10-reasons-to-deploy-wan-optimization-in-an-economic-downturn.htmhttp://www.computerweekly.com/Articles/2009/10/15/236761/10-reasons-to-deploy-wan-optimization-in-an-economic-downturn.htmIt's no secret that companies often cut IT budgets in times of economic difficulty. The trick to survival is targeted investments...Thu, 15 Oct 2009 15:33:00 GMThttp://www.computerweekly.com/Articles/2009/10/15/236762/5-steps-to-successful-it-consolidation-and-virtualization.htmhttp://www.computerweekly.com/Articles/2009/10/15/236762/5-steps-to-successful-it-consolidation-and-virtualization.htmThis paper lays out 5 steps to successful IT consolidation and virtualization projects. Thu, 15 Oct 2009 15:32:00 GMThttp://www.computerweekly.com/Articles/2009/10/15/236763/an-in-depth-look-at-roi.htmhttp://www.computerweekly.com/Articles/2009/10/15/236763/an-in-depth-look-at-roi.htmThis white paper from Riverbed looks a range of ways a company can save money.Thu, 15 Oct 2009 15:30:00 GMThttp://www.computerweekly.com/Articles/2009/10/13/237424/addressing-the-cost-of-compliance.htmhttp://www.computerweekly.com/Articles/2009/10/13/237424/addressing-the-cost-of-compliance.htmIncreasing governmental, industry, partner/ customer and internal requirements are tasking organisations to address an ever-widening range of compliance requirementsTue, 13 Oct 2009 10:39:00 GMThttp://www.computerweekly.com/Articles/2009/10/13/237921/why-you-should-consider-hosted-messaging-security.htmhttp://www.computerweekly.com/Articles/2009/10/13/237921/why-you-should-consider-hosted-messaging-security.htmClick to download your copy of an Osterman Research White Paper that looks at why you should consider hosted messaging security.Tue, 13 Oct 2009 10:08:00 GMThttp://www.computerweekly.com/Articles/2009/10/06/237555/5-costly-mistakes-to-avoid-when-deploying-email-archiving.htmhttp://www.computerweekly.com/Articles/2009/10/06/237555/5-costly-mistakes-to-avoid-when-deploying-email-archiving.htmEmail archiving can be a very expensive application to deploy and maintain if certain steps are not taken in advance. Tue, 06 Oct 2009 17:02:00 GMThttp://www.computerweekly.com/Articles/2009/09/23/237712/managing-enterprise-agility-attenda-whitepaper.htmhttp://www.computerweekly.com/Articles/2009/09/23/237712/managing-enterprise-agility-attenda-whitepaper.htmVirtualisation is one of the key answers to the industry’s IT challenges of spiralling energy costs, demand for space, server sprawl, system complexity and increasing costs. It promises to transform IT infrastructure in terms of its ability to deliver agility, resilience and cost reduction. Wed, 23 Sep 2009 13:43:00 GMThttp://www.computerweekly.com/Articles/2009/09/17/237710/netbooks-ready-for-the-corporate-environment.htmhttp://www.computerweekly.com/Articles/2009/09/17/237710/netbooks-ready-for-the-corporate-environment.htmCan Netbooks reduce costs by displacing expensive and cumbersome botebooks and laptop?Thu, 17 Sep 2009 11:23:00 GMThttp://www.computerweekly.com/Articles/2009/09/03/237450/rethink-virtualization-in-business-terms.htmhttp://www.computerweekly.com/Articles/2009/09/03/237450/rethink-virtualization-in-business-terms.htmThe allure of virtualization is clear. For IT organizations, virtualized solutions are faster to deploy and lead to increased hardware utilization and lower power and cooling costs. Thu, 03 Sep 2009 11:18:00 GMThttp://www.computerweekly.com/Articles/2009/08/06/237209/an-emc-perspective-on-data-deduplication-for-backup.htmhttp://www.computerweekly.com/Articles/2009/08/06/237209/an-emc-perspective-on-data-deduplication-for-backup.htmThis paper explores the factors that are driving the need for de-duplication and the benefits of data de-duplication as a feature of an organization's backup strategy.Thu, 06 Aug 2009 10:22:00 GMThttp://www.computerweekly.com/Articles/2009/08/06/237207/icd-report-improving-file-system-storage-efficiency-with-unified-storage.htmhttp://www.computerweekly.com/Articles/2009/08/06/237207/icd-report-improving-file-system-storage-efficiency-with-unified-storage.htmIT organisations of all sizes are struggling to deal with the tremendous growth in data of all types, especially file-based, unstructured data. IDC forecasts that more than 75% of all new disk storage capacity shipped will be consumed by file-based, unstructured data in 2012. Managing all the files is becoming a bigger task for storage administrators. Thu, 06 Aug 2009 09:52:00 GMThttp://www.computerweekly.com/Articles/2009/08/06/237206/esg-report-emc-and-vmware-building-a-virtualised-infrastructure.htmhttp://www.computerweekly.com/Articles/2009/08/06/237206/esg-report-emc-and-vmware-building-a-virtualised-infrastructure.htmThe server virtualisation market is red hot, forcing companies to accelerate infrastructure design decisions. EMC and VMware have joined forces to help customers recognise the benefits of virtualisation throughout the IT organisation and are determined to continue to return time and money to the business.Thu, 06 Aug 2009 09:45:00 GMThttp://www.computerweekly.com/Articles/2009/07/24/236739/email-archiving-the-easy-way.-online.htmhttp://www.computerweekly.com/Articles/2009/07/24/236739/email-archiving-the-easy-way.-online.htmThe complexities of archiving email in-house are often underestimated - there's painful maintenance and upgrades of hardware and software - not to mention the difficulties predicting storage requirements for the future. Fri, 24 Jul 2009 14:00:00 GMThttp://www.computerweekly.com/Articles/2009/06/25/236642/how-should-an-enterprise-move-toward-unified-communications.htmhttp://www.computerweekly.com/Articles/2009/06/25/236642/how-should-an-enterprise-move-toward-unified-communications.htmAvaya defines Unified Communications as orchestrated communication and collaboration across locations, time, and medium to accelerate business results.Thu, 25 Jun 2009 14:43:00 GMT