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      • Contact center technology today requires a new approach

        Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have accepted this rule, drilling down on customer experience management strategies designed to deal with the multitude of communication channels available to customers. It's not just about about the technology -- though, that is an important part of CEM. Successful customer service is also about strategy: how to ensure customers are satisfied at each and every point of contact, whether it's via smartphone, tablet, email or social media.

        This three-part guide will focus on the steps that companies need to start making to keep up. We kick off with a guide to forming a successful e-commerce strategy -- starting with six key factors that can make or break a customer's shopping experience and, ultimately, your business. Next we examine the "outside-in" approach to contact center technology -- putting yourself in the customer's shoes and making the technology they use to contact you as simple as possible. We close with a look at where tomorrow's CEM technology is heading.

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      • Special Report on VDI

        The articles contained here were written by Brian Madden, the fiercely independent thought leader in the world of virtualisation and mobility management. Along with his co-author Gabe Knuth, Brian is responsible for both “The VDI Delusion” and “Desktops as a Service” books – considered to be the most reliable sources of information on battling today’s technology pain points.

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      • Network disaster recovery tutorial

        Server virtualization is a popular topic in business continuity (BC) and disaster recovery (DR). At the same time, many myths surround BC, DR, high availability and data protection, recovery time objectives, and recovery point objectives. Here's a quick look at some common myths and the realities that are constantly changing in the server virtualization landscape. Get advice from our experts, and learn about what needs to be in your network disaster recovery plan to keep your organization safe in the event of a disaster.

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      • Best practices in disaster recovery tests

        DR testing is frequently put off or overlooked entirely. However, many surveys show that IT pros are not confident in their ability to recover in a timely manner following a disaster. There are a variety of reasons why IT people lack confidence in their DR plans, but many simply lack confidence in the backup/DR technologies they rely on. Technology isn't a substitute for a good backup strategy. And testing is the only way to find holes in your strategy. This Handbook offers guidelines for disaster recovery testing today, with a look at the variety of technologies and practices in use. You will find an expert Q&A outlining technologies that can make DR testing more effective. Another piece takes a look at how one company's quarterly DR test helped prepare them for Hurricane Sandy. And finally, check out a piece on DR testing for the cloud.

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      • Developing effective DR/BC plans

        Business continuity/disaster recovery planning is frequently overlooked, delayed or underfunded, because it can be painful to spend time and money on risk mitigation. As a result, we often read survey results that show IT managers are not confident in their company’s ability to adequately recover following a disaster. Indeed, year after year, our surveys show that organizations are not confident in their ability to recover data after an outage. And the reasons they cite remain largely the same. Some lack confidence in the backup/DR technologies they rely on. Others say that DR planning is too expensive and they can’t get management support for an initiative that isn’t directly tied to revenue. There are technologies and techniques available today that have simplified DR and made it more affordable. This handbook will offer tips on how to develop and implement a disaster recovery plan.

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      • Virtual disaster recovery planning in the enterprise

        Virtual disaster recovery planning is a multifaceted activity that fails over a virtual machine from a primary site to a remote location. There are a few approaches to facilitating disaster recovery in a virtual machine environment. Learn about look at the various approaches to virtual machine disaster recovery, get advice from our experts, and learn about common pitfalls to avoid in this tutorial. You'll also discover what needs to be in a virtual discover plan, and how to make sure your organization is prepared.

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      • Evaluating hardware, software and hypervisor-based replication

        IT administrators today are faced with a variety of new or growing data protection challenges. For many, the tried and true approach of nightly backups has become impractical. Exponential data growth, the need for more frequent data protection and faster restores have forced administrators to look for alternatives to traditional data backups. One approach that is growing in popularity is to use a combination of replication and snapshots as a way of continuously protecting data. But there are a number of ways this can be accomplished, each with its own pros and cons.

        This handbook compares and contrasts hardware-based and software-based replication so you can better decide which approach suits your organization's needs. You will find an easy-to-digest chart detailing the pros and cons of each as well as articles offering greater detail. You will also learn why hypervisor-based replication is growing in popularity.

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Featured E-ZINES on searchDisasterRecovery.comView all >>

  • Storage magazine

    Storage magazine keeps IT and storage managers up to date on new storage technologies, and how those techs can meet emerging business requirements.

  • Information Security magazine

    Information Security is the leading publication for enterprise security professionals, providing in-depth coverage of security technologies, practices and trends.

ALL TECHTARGET E-ZINES

Featured E-BOOKS on searchDisasterRecovery.comView all >>

  • Tap into enterprise data governance for business value

    Data governance is all about managing data as a business asset and ensuring that data is accurate, consistent, integrated, timely, complete and secure. This report examines the market trends for implementing data governance. Based on data from a recent survey of 317 business intelligence professionals, IT professionals and consultants, this SearchBusinessAnalytics Benchmark Report analyzes the responses and provides trend information on the increasing executive acceptance of the importance of managing data as a corporate asset, the current status and types of data governance initiatives, data quality and data governance benefits.

  • VM management and capacity prediction

    As hypervisor features have become more similar, the next vendor battleground will be over management software. Microsoft and VMware have similar capabilities, and now they'll look to make their products stand out by touting their management tools and complimentary products. Soon, IT pros won't spend time looking at unique features when they compare hypervisors; they will be looking at how an organization can use the hypervisor to improve workflows throughout the data center.

OTHER FEATURED E-BOOKS

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  • Computer Weekly networking case studies

    Jennifer Scott and Steve Evans discover what made the winning entries stand out from the crowd in the 2014 Computer Weekly European Awards for networking.

  • Contact center technology today requires a new approach

    Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have accepted this rule, drilling down on customer experience management strategies designed to deal with the multitude of communication channels available to customers. It's not just about about the technology -- though, that is an important part of CEM. Successful customer service is also about strategy: how to ensure customers are satisfied at each and every point of contact, whether it's via smartphone, tablet, email or social media.

    This three-part guide will focus on the steps that companies need to start making to keep up. We kick off with a guide to forming a successful e-commerce strategy -- starting with six key factors that can make or break a customer's shopping experience and, ultimately, your business. Next we examine the "outside-in" approach to contact center technology -- putting yourself in the customer's shoes and making the technology they use to contact you as simple as possible. We close with a look at where tomorrow's CEM technology is heading.

OTHER FEATURED E-HANDBOOKS