LiveOps Now Available on Salesforce.com AppExchange

SANTA CLARA, Calif., March 27, 2008 /PRNewswire/ — LiveOps, the virtual call center company, today announced the integration and certification of its On-Demand Call Center Platform with the Salesforce CRM application suite. This integration provides in-bound and out-bound telephony management, call routing, agent availability, CTI screen pop and call control for use with Salesforce CRM. [...]

ITIL® v3 – What You Need to Know about the New Version of ITIL Methodology

ITIL v3 – What You Need to Know about the New Version of ITIL MethodologyBy Jill Knapp The Information Technology Infrastructure Library (ITIL) v3 was released in June 2007, seven years after the last critical ITIL methodology update. With this new update has come a renewed interest in the ITIL framework in general for businesses [...]

What can ITIL® Foundation Certification do for you?

What can ITIL Foundation Certification do for you?By Lalit Wason Join the one of the fastest growing communities of IT professionals around the globe by obtaining your ITIL Foundation Certificate in IT Service Management. ITIL (IT Infrastructure Library) is a consistent and comprehensive documentation of best practice for IT Service Management, developed by OGC. It [...]

What Exactly Is ITIL® Lite?

What Exactly Is ITIL Lite? I often hear people use the term “ITIL Lite.” But what exactly does it mean? The phrase is often used within the context of trying to gain the benefits of ITIL without making the necessary difficult choices and sacrifices; thus, deviating from the core principles of IT Service Management. In [...]

Managing Risk in Information Technology – Part 2

Part 1 of this article was yesterday. Regulatory and Compliance Risk All organizations are subject to a range of information-related national and international legislation and regulatory requirements. These range from broad corporate governance guidelines to the detailed requirements of specific regulations. UK organizations are subject to some, or all, of: * Combined Code and Turnbull [...]

ITIL®: Understanding and Using IT Service Management

‘ITIL’ is a term that is fast gaining currency around the IT world. It is often wrongly described as ‘IT governance’ – in fact, on its own, it certainly isn’t this. ITIL is a collection of best practices that helps companies implement an IT Service Management culture. However, its growing popularity reflects the substantial impact [...]

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