Global 2,000 corporate IT departments have traditionally been expected to monitor and manage the uptime, availability and performance of their enterprise infrastructure solutions, comprised of storage, databases, networks, operating systems, enterprise software, and servers. However, business and market dynamics are changing the expectations that IT departments have for service and support from their vendors. The result is increasing demands that system providers take primary responsibility for ensuring the uptime and performance of their solutions. A rapidly growing segment of enterprise software called Device Relationship Management (DRM), which leverages the Internet to proactively connect remote applications to the people and systems responsible for their support, is enabling companies to improve their support operations while at the same time lowering total cost of ownership for their customers. In this presentation, Jim Hansen, Chief Technology Officer from Axeda Systems, will highlight how Axeda DRM is helping enterprise software and systems companies enhance their customer service while reducing support costs.