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In an increasingly globalized business environment, the success of an enterprise depends on its ability to efficiently utilize its worldwide human and infrastructure resources. This issue highlights innovative technologies that help realize the vision of seamless global delivery of IT and IT-enabled services. These technologies include infrastructures, applications, and business process services. Topics for this diverse issue also include business continuity, compliance, customer care, data protection, social networks, and remote management for global services delivery. |
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Preface
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G. Banavar, D. Saha, and C. Dorai, Guest Editors
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Architectures and technologies for the globally integrated enterprise
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J. Black, R. Gottschalk, T. Lococo, and D. Moore |
Paper 1
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A service delivery platform for server management services
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J. Lenchner, D. Rosu, N. F. Velasquez, S. Guo, K. Christiance, D. DeFelice, P. M. Deshpande, K. Kummamuru, N. Kraus, L. Z. Luan, D. Majumdar, M. McLaughlin, S. Ofek-Koifman, Deepak P, C.-S. Perng, H. Roitman, C. Ward, and J. Young |
Paper 2
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The IBM Services Connection: Service delivery through self-service portal technologies
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B. S. Tagg
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Paper 3
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AIM-HI: A framework for request routing in large-scale IT global service delivery
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A. Khan, H. Jamjoom, and J. Sun
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Paper 4
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Gaining insight into the health of SOA infrastructures
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R. N. Chang, W. Falk, H. Hall, P. Kopp, S. Pappe, M. Schultz, A. Szypka, and N. C. Wadia
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Paper 5
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Indra: An integrated quantitative system for compliance management for IT service delivery
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A. Bhamidipaty, N. C. Narendra, S. Nagar, V. K. Varshneya, M. Vasa, and C. Deshwal
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Paper 6
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Toward transforming business continuity services
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C. Ward, S. Agassi, K. Bhattacharya, O. Biran, R. Cocchiara, M. E. Factor, C. T. Hayashi, T. Hochberg, B. Kearney, J. Laredo, D. Loewenstern, A. E. Rodecap, J. K. Skoog, L. Shwartz, M. Thompson, R. Thompson, and Y. Wolfsthal
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Paper 7
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ERMIS: Designing, developing, and delivering a remote managed infrastructure services solution
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M. Viswanathan, H. Shaikh, A. Sailer, Y. Song, X. Fang, Y. H. Wu, Z. L. Zou, K. P. Reddy, A. Deshmukh, M. Gupta, B. Krishnamurthy, M. Sethi, B. Viswanathan, J. G. Gulla, and F. Matar
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Paper 8
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Customer-focused service management for contact centers
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M. Bhide, S. Negi, L. V. Subramaniam, and H. Gupta
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Paper 9
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Dynamic masking of application displays using OCR technologies
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S. Porat, B. Carmeli, T. Domany, T. Drory, A. Geva, and A. Tarem
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Paper 10
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Leveraging social networks for corporate staffing and expert recommendation
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V. Chenthamarakshan, K. Dey, J. Hu, A. Mojsilovic, W. Riddle, and V. Sindhwani
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Paper 11
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Crowdsourcing and service delivery
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H. Jamjoom, H. Qu, M. J. Buco, M. Hernandez, D. Saha, and M. Naghshineh
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Paper 12
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