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      • Start modernizing customer relationship management systems today

        If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the difference between the two. Choosing between the two different systems, however, is one of the most important decisions when implementing a contact center. And new technologies, increased customer expectations and social media-based customer service are further complicating the choice.

        A move away from a legacy contact center system can alleviate pain, improve employee satisfaction and customer service, and save your company money. Confused where to begin? This three-part guide is a good start. Inside, SearchCRM writers explore the key differences between a hosted and an on-premises contact center. Former Site Editor Lena J. Weiner drills down on the pros and cons -- and specifically, the myriad responsibilities -- in an introduction to each system. Next, reporter Christine Parizo takes a hard look at the legacy systems in contact centers. With some observers today advocating a mix and match of new and old technologies to deal with customers, it's no simple task deciding which systems will remain. To close, Lauren Horwitz, SearchCRM's executive editor, points to some of the newest trends in contact center technology -- specifically, changes to contact center strategy wrought by social media-based customer service.

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      • Open Information Security Management Maturity Model (O-ISM3)

        Organizations in different business sectors and countries have different business requirements and risk tolerances. The O-ISM3 framework helps information Security Managers to evaluate their own operating environment and to plan their security management processes so they are consistent with and cost-effective for their organization’s business objectives.

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      • CW+ Open Group: The Open Group Architecture Framework (TOGAF™ 9) and the US DoD

        This White Paper provides a comparative analysis of the two frameworks that describes where DoDAF products can be employed throughout the TOGAF ADM phases to develop a visual, integrated model of an architecture. The intended audience is the DoD architect who can benefit from a formal methodology to guide architecture efforts and result in a quality architecture description in a DoD-compliant format, and the TOGAF architect who can benefit by a formal set of defined models to capture output for each of the ADM phases. This document provides the architect with a map of the specific DoDAF 2.0 model that should be produced or consumed in a specific phase of TOGAF 9 with enough context to understand the fundamental concepts of both DoDAF and TOGAF.

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      • Open Group: FAIR -ISO/IEC 27005 Cookbook

        This document discusses the different purposes of the two standards, how to reconcile the two with regard to terminology and process, and combine the best elements of both to produce a consistent, repeatable risk management process.

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      • Make enterprise collaborating systems work for you

        Making sense of enterprise collaboration tools and enterprise social networking is no easy task. In this handbook, find expert advice on how to effectively use enterprise collaboration tools in real-world settings. Read about how cloud-based collaboration can lead to real-world experience and insight from organizations already active in the cloud.

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      • Data analytics might be the cure for enterprise content clutter

        The flow of data traveling into the enterprise today is largely unstructured, leaving companies with a vast amount of information to manage, archive and access. Data analytics promise to improve employee productivity, aid e-discovery efforts and enable companies to make better decisions. The hardest part of the process, however, is finding the right technology to do so.

        This three-part guide introduces readers to the new technologies changing the face of enterprise content management. In our first story, industry observer Reda Chouffani dives into the deep end with a look at content analytics. A combination of business intelligence and business analytics practices, content analytics helps to derive real value from discussion boards, project sites, document libraries, page-visit trends and other digital content. Next, enterprise architect Scott Robinson takes readers through a comprehensive look at Microsoft SharePoint. As have many organizations today, the technology has historically dealt with small data. Readers will explore two key feature enhancements made in order to overcome the big data barrier. To close, veteran IT reporter Alan R. Earls offers strategy suggestions to deal with the content clutter facing organizations -- what information to keep and how to keep it secure.

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      • Technology advances, trends prompt ECM systems maturation

        Technology trends like mobile devices, cloud computing and remote workforces have brought new demands to the arena of enterprise content management. It's not just that paper-based systems are being digitized and that information volumes are exploding. Nor is it just that employees want to be able to access and work with content remotely or collaborate through central locations in the cloud. No, ECM is getting a full makeover.

        In this guide, readers will learn how broader access to content is improving the bottom line -- and they'll find out about the software tools that will help them get there. They'll also get a firsthand look at the burgeoning role of business process management in ECM initiatives, with key insight from professionals at the 2014 Laserfiche Empower conference.

        Achieving a truly unified ECM strategy is no small feat -- especially with issues such as content security and data access to contend with. With the expert insight, tips and guidelines exhibited here, however, you'll be well on your way.

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      • Creating an ECM strategy: Tips and advice

        Enterprise content management (ECM) systems can help organizations keep better track of documents, emails and other important unstructured information and make it easier for business users to find such items when they’re needed. This handbook offers practical advice on creating and implementing an ECM strategy. Readers will learn how to build a business case for purchases of ECM technology; they’ll also find examples of quick-win projects that can get an ECM deployment off to a successful start, and they’ll get a warning about worst practices that should be avoided on implementations of ECM systems.

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      • New trends to consider for your enterprise content management strategy

        Enterprise content management is a long-established market, but ECM technology is changing, evolving and taking on increased importance to organizations. This e-book will help you develop your enterprise content management strategy, with an overview of ECM, a recap of recent developments in the market and an in-depth look at emerging management trends.

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      • Building a business case for ECM tools: Tips and best practices advice

        Enterprise content management (ECM) tools can help organizations improve their processes for managing corporate documents, records and other types of unstructured data. Learn practical advice on building a business case for an ECM system deployment. Get tips on demonstrating potential ROI and learn how your peers in other organizations have won approval for their ECM projects.

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      • The new best practices for document imaging, OCR and scanning

        Successful document management begins with efficient and well-managed document imaging, scanning and capture processes. This e-book examines the latest trends in document imaging software and scanning, as well as optical character recognition (OCR), and provides expert advice on best practices in those areas.

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      • Records management for the agile organization

        Paying proper attention to records management is essential if an organization aspires to be more agile. By tying an RM initiative to the broader arenas of document and content management, you’ll get a head start on establishing a policy for business success.

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      • Developing a SharePoint collaboration strategy that gets results

        Consult this white paper to determine whether it's time to upgrade to a newer version of SharePoint now that SharePoint 2013 is available. Creating an adaptable SharePoint collaboration strategy is imperative for supporting business goals and enhancing innovation and collaboration. Find out how you can prepare your users for SharePoint changes by reading this resource now.

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      • Open source add-ons enhance Sharepoint 2010 collaboration

        August 2012

        Includes:
        • SharePoint performance sinks, swims with SQL Server throughput
        • Open source tools level SharePoint 2010 collaboration playing field
        • Well-planted SharePoint 2010 backup strategy could help save the farm
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      • Enterprise social: Building the business case and getting started

        While many organizations are realizing the benefits of enterprise social media and the tools that make it possible, it’s important to understand the need for careful planning. In this handbook, take a deeper look at the key aspects of getting started with enterprise social deployments and discover practical advice for organizations interested in creating and implementing a strategy of their own.

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      • Rethinking WCM to engage and retain customers

        There's much more to managing the customer experience than simply optimizing Web content management to make things more interactive. Effective customer experience management considers WCM just one element in a broad foundation for business success.

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      • WCM playbook: Becoming a Web content management pro

        Choosing systems and software that facilitate Web content management is more important than ever. This handbook offers tips for selecting WCM software, optimizing delivery of Web content to mobile devices and tagging Web content to generate performance metrics.

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      • Secrets of effective Web content management: Best (and worst) practices

        In today’s digitally driven business world, your Web presence is paramount to future success. But developing and deploying an effective website today is more complex than ever before as customer expectations have evolved, leaving web content management (WCM) strategies that are no longer viable. In this handbook, gain expert insight on how WCM best practices have evolved, including the role the customer experience plays in website development and the importance of designing Web content that is mobile device compatible. Plus, discover why collaboration between IT and marketing is the key to selecting the right content management system (CMS).

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      • How to select the right Web content management system

        This e-book presents an overview of web content management systems as well as insight into the latest content management trends. Read expert advice on choosing the right web content management tools for the job.

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      • Information governance strategy: Developing a roadmap for improving corporate information management

        Information governance can help organizations better manage and control both structured and unstructured data, potentially helping them to reduce IT costs and improve their regulatory compliance and risk management processes. But implementing an information governance program is a complicated undertaking that poses a variety of challenges and issues to consider.

        In this e-book, readers will get practical advice on developing an information governance strategy, including a checklist of what to do – and what not to do – as part of a successful information governance initiative. The e-book also provides tips on creating and managing an information governance council and guidance on incorporating internally generated social media data into governance efforts.

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      • The information governance framework: Governing critical enterprise information

        In this e-book, readers will find an overview of key information governance issues and practical advice on building a business case for information governance, developing an information governance framework and structuring a program that will lead to success.

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Featured E-ZINES on searchContentManagement.comView all >>

  • Business Information

    Cloud computing, mobile devices and massive amounts of data flowing into organizations are combining to put heavy pressure on business systems. To adapt, organizations have been forced to transform the way in which corporate information is managed.

  • SharePoint Insider

    Essential resources designed to help IT and business leaders maximize the value of their SharePoint investments and keep pace with the latest happenings in the fast-changing enterprise collaboration software space.

ALL TECHTARGET E-ZINES

Featured E-BOOKS on searchContentManagement.comView all >>

  • Forging the path to tomorrow's CRM

    Perhaps no two words have more of an effect on business today than "customer experience." Consumers have a wealth of options for buying products and services -- and they're not shy about letting the social media sphere know when they’re not happy. To keep them coming -- and coming back -- organizations need to ensure that the experiences they’re serving up are nothing less than stellar.

    In our e-book series, The Risks and Rewards of Customer Experience Management, readers will get practical advice and real-world insight into strategies that place the focus of organizations' operations and processes on their customers. The first chapter concentrates on automation in the contact center. It will explore the technologies, such as interactive voice response and virtual agents. And it will examine what organizations need to evaluate when deciding which processes to automate and which areas will always need a human touch. The second installment delves into digital marketing, mobile applications and social media. It's no longer enough to send the same message to all customers; messages now must be personalized -- and soon, based on where customers are at any given moment. The chapter will look at location-based automated marketing and the pros and cons -- including the loss of privacy -- associated with such practices. The final chapter digs deep into the role of analytics in customer experience management plans, scrutinizing data harvesting methods and ways to use big data to augment customer experiences. And the chapter will look at times when knowing all about your customer goes horribly wrong.

  • Market trends tell the future of predictive analytics deployments

    Predictive analytics employs statistical or machine-learning models to discover patterns and relationships in data, thereby enabling the prediction of future behavior or activity. Long used by credit card companies, predictive analytics -- and now self-service predictive analytics -- is making inroads in organizations of all sizes. Based on a survey of more than 3,000 IT and business professionals, this report analyzes their responses to provide information on implementation status, maturity of implementations, value and vendors of predictive analytics tools.

OTHER FEATURED E-BOOKS

Featured E-HANDBOOKS on searchContentManagement.comView all >>

  • Start modernizing customer relationship management systems today

    If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the difference between the two. Choosing between the two different systems, however, is one of the most important decisions when implementing a contact center. And new technologies, increased customer expectations and social media-based customer service are further complicating the choice.

    A move away from a legacy contact center system can alleviate pain, improve employee satisfaction and customer service, and save your company money. Confused where to begin? This three-part guide is a good start. Inside, SearchCRM writers explore the key differences between a hosted and an on-premises contact center. Former Site Editor Lena J. Weiner drills down on the pros and cons -- and specifically, the myriad responsibilities -- in an introduction to each system. Next, reporter Christine Parizo takes a hard look at the legacy systems in contact centers. With some observers today advocating a mix and match of new and old technologies to deal with customers, it's no simple task deciding which systems will remain. To close, Lauren Horwitz, SearchCRM's executive editor, points to some of the newest trends in contact center technology -- specifically, changes to contact center strategy wrought by social media-based customer service.

  • Open Information Security Management Maturity Model (O-ISM3)

    Organizations in different business sectors and countries have different business requirements and risk tolerances. The O-ISM3 framework helps information Security Managers to evaluate their own operating environment and to plan their security management processes so they are consistent with and cost-effective for their organization’s business objectives.

OTHER FEATURED E-HANDBOOKS