* A process IT organizations can use to get better at application performance management
* News from GENBAND and Avaya
* Steps IT organizations must take to meet the key requirements of an SLA
* Also from VoiceCon, news from Microsoft, Global IP Solutions and CommuniGate Systems
* How IT organizations can successfully offer internal SLAs
* OnRelay and BT Global Services looking to target enterprise customers who want to replace some (or all) of their IP desk phones with mobile phones
* How to identify what's critical
* Tandberg and BroadSoft offer new video communications solutions for telecommunications service providers
* Should an IT organization offer SLAs to their internal users?
* Verizon Business becomes one of the first global service providers to offer OCS R2 managed service support
