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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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Compare Software Solutions
Visit the TEC store to compare leading software solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
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 tiered it support model


Minimizing the Total Cost of Technical Support for Enterprise Applications
Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise

tiered it support model  (One example would be three-tiered support.) Does the vendor have some form of SMA or BAM in its solution? Is it possible to obtain recommendations from other users that have selected the vendor, and to get a general view of how responsive the vendor was in solving the problem? How does the vendor fare in terms of the quality of the answers it gives to users? What is written in the SLA? For instance, does the vendor stipulate how it will deal with downtime and how fast it will deal with the issue? As for

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Small Business Software (SBS)

The Small Business Software (SBS) evaluation model targets functional requirements for fully featured solutions designed to support all business requirements of a typical small business. Extending beyond mere accounting functions, it is primarily applicable to those businesses for which full-scale ERP software may be too complex or cumbersome. However, the model of SBS solutions includes all the essential categories such as General Ledger, Accounts Payable (A/P) and Accounts Receivable (A/R), Payroll, Job and Project Costing, Multinational Accounting, Light Manufacturing, Inventory, Technology, and much more. 

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Documents related to » tiered it support model

What’s Up with Computer Associates?


In a series of radical moves, Computer Associates appears to be trying to re-direct its gargantuan operations. After missing its numbers in the first calendar quarter (CA’s 4th fiscal quarter), its stock was down 59% at one point.

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BAAN Announces "Open World": Business-To-Business Collaboration Over The Internet


OpenWorld will be an enterprise integration architecture that enables Baan customers to engage in E-commerce with each other.

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Vignette of an EAI Vendor (So to Speak)


Vignette Corporation has announced a comprehensive, three-tiered Java™ technology strategy that encompasses tools, applications and a complete Java technology-enabled platform. The Vignette V/5 e-business platform will support Java Server Pages (JSP’s) and was announced at Sun Microsystems 2000 Worldwide Java Developer Conference.

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The Advanced Sourcing and Negotiation Benchmark Report


The wave of e-sourcing that began a decade ago resembled a “crash diet:” it had an immediate and noticeable effect on enterprises. Today’s challenge is to develop new programs that can sustain the benefits of e-sourcing and “keep the weight off.” Find out how employing advanced sourcing strategies can help you positively impact product development cycles, build stronger supplier relationships, and make better decisions.

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Red Hat Summit 2014: Open Source at the Forefront of IT


For Red Hat, the recent summit that took place in California was special in many instances. It marked the 10th anniversary of the Red Hat Summit and the celebration of a company that has for more than 20 years been a key contributor, consolidator, and promoter of open source technology in the enterprise, and is now a key player in the software and IT industry in general.

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ITIL Service Support Processes in Record Time


To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted with facilitation, ITIL input, and lean competences and tools. The existing procedures and instructions were combined with ITIL’s different service support areas.

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Why IT Does Matter in BPO


IT plays a critical role in any outsourcing effort. Organizations engaged in or pursuing business process outsourcing (BPO) must ensure that they truly understand the capabilities of their existing software environment, as well as the capabilities of candidate BPO service providers. Embedding IT requirements and capabilities from the start will thus improve the likelihood of success for any BPO endeavor.

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Compliance, Not Conflict: From IT Security vs. IT Operations,


It’s an inescapable, undisputable fact that most organizations have conflict between IT security and IT operations. Having been given two distinctive—yet potentially contradictory—goals, in a sense they were destined to be at odds with one another. What does it take to bridge the gap between these two teams to achieve compliance? Can standardized processes and software tools help (or hinder) this effort? Find out here.

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ERP Software Review: Drink-IT for Mixed-Mode Manufacturing


This enterprise resource planning (ERP) software review report examines the ERP software by NORRIQ Group and its support for mixed-mode manufacturing. It assesses Drink-IT by NORRIQ Group for ERP functionality and reviews the product’s support capacity with a focus on:

  • Financials
  • Human Resources
  • Manufacturing Management
  • Process Manufacturing Management
  • Inventory Management
  • Purchasing Management
  • Quality Management
  • Sales Management

The report also contains an independent analyst’s review of the ERP software based on a demonstration provided by NORRIQ. The review identifies the features of Drink-IT that distinguish it from other ERP for mixed-mode manufacturing solutions, including its tax management capabilities, its deposit organization features, and its tracking tools to monitor serial shipping and container codes (SSCC) and the European Union’s excisable goods and duty free lists.

Drink-IT provides business management support to beverage industry mixed-mode manufacturers through procedures including plant maintenance administration, beverage product manufacturing, and shop and cash register management.

Drink-IT achieved TEC certification status for its ERP software solution by completing TEC’s certification program, which includes a demonstration of the ERP software’s support for specific real-world business process and a detailed functional benchmarking analysis.

Based on a demonstration of Drink-IT, a TEC analyst has assessed the ERP software’s features, evaluating the software against known industry benchmarks, to determine that NORRIQ Group’s Drink-IT is a strong talent acquisition system.

Download this software review report for product analysis and comparison, and in-depth analyst commentary, and to learn more about how Drink-IT can help beverage industry mixed-mode manufacturers achieve their ERP objectives.

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How KNOVA Supports and Extends Knowledge-centered Support (KCS)


Today’s support organizations often face the challenge of providing efficient and effective customer service. Without the right tools, it can become an uphill battle. To gain true scale and effectiveness in service and support, many organizations are now turning to knowledge management initiatives like knowledge-centered support (KCS)—a business process that directly addresses the root causes of support inefficiencies.

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