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Ballard Spahr: The Journey With ITIL to Proactive IT Service Management

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Executive Summary

When analysis by an outside consulting firm told Ballard Spahr that its IT department was reactive and needed to change the way it operated, the firm took the challenge head on. Ballard Spahr started its journey by learning about ITIL and how these processes could help IT to mature toward a more proactive service delivery model. The presenter of this webcast will explain the path that Ballard Spahr has taken and the results they're seeing so far. The presenter will describe the firm's IT service management initiative, including how Compuware Vantage is being utilized to bring the Citrix end-user experience to light and become much more proactive with service issues.

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