itil

White Papers

ITIL V3: Making Business Services Serve the Business

October 1, 2008 12:00am PDT

The Information Technology Infrastructure Library (ITIL) is a collection of information technology best practices, published for the unique purpose of providing guidance for the management of IT....

Provided by: Enterprise Management Associates

White Papers

SaaS + ITIL + Service Desk = Scalable Success

September 25, 2008 12:00am PDT

The paradigms surrounding the Service Desk, the technology that supports it and service desk management are changing due to the evolution of the technologies and practices surrounding them. The...

Provided by: InteQ

Discussion Threads

What your help desk needs to do, Part 2

September 24, 2008 8:31am PDT

What your help desk needs to do, Part 2 article root You nailed it! Jay, you nailed it. And, reporting, timely reporting, is the bread and butter and the pie. Reporting starts in the trenches,...

19 Started by stevengirardpalmer@...  |  Latest comment by dacia123

White Papers

Service Management: Return on Investment From ITIL

September 23, 2008 12:00am PDT

ITIL is currently the undisputed champion of best practice in Service Management but when so many consultancies describe the benefits of ITIL in vague, intangible terms it can be difficult to...

Provided by: Plan-Net

Case Studies

Government of Bermuda Propels IT Service Improvement With ITIL-Based assyst

September 19, 2008 12:00am PDT

The Government of Bermuda's Information Technology Office (ITO) mission is "To empower Ministries, Departments and Civil Servants to improve productivity and services by providing IT consulting...

Provided by: Axios Systems

Webcasts

How to Develop Your CMDB Project's ROI

September 18, 2008 12:00am PDT

While long-term ROI claims from enterprise customers oftentimes can exceed up to 400% or more, many IT executives are struggling with making initial ROI assessments for their Configuration...

Provided by: ASG Software Solutions

Webcasts

ITIL's CMS in Context and What It Means for You

September 17, 2008 12:00am PDT

The concept of the Configuration Management System (CMS) in ITIL v3 is potentially a game changing catalyst in planning and shaping CMDB deployments. In parallel, and at least eighteen months...

Provided by: BMC Software

Webcasts

Accelerate Implementation of BMC Remedy ITSM and ITIL Best Practices

September 17, 2008 12:00am PDT

The presenter of this webcast will detail why BMC's Service Management Process Model is critical to a successful rollout of ITIL processes such as incident and change management, and how...

Provided by: BMC Software

Case Studies

HP Managed Systems Raise Road Toll Income of ?215 Million for Czech Government

September 1, 2008 12:00am PDT

Kapsch, a leading international supplier of road traffic telematic systems, won the contract to provide and run the Czech Republic's first electronic road toll system. Kapsch looked to HP to...

Provided by: Hewlett-Packard (HP)

White Papers

Customizing Altiris Helpdesk for Global Time Zone and SLA Management to Fulfill ITIL Requirements

September 1, 2008 12:00am PDT

With this new functionality available to customers they can truly embrace ITIL requirements around Service Level Management. XCEND and Incit-technology will continue to work together on providing...

Provided by: XCEND

White Papers

Achieving a Superior Ownership Experience in Manageability and Quality for PeopleSoft Enterprise

September 1, 2008 12:00am PDT

Through Oracle Application Management Pack for People Soft Enterprise and other Oracle management and testing products, von can start centralizing the management of PeopleSoft Enterprise...

Provided by: Oracle

White Papers

Validating the Business Benefits of Integrated Systems Management: The LANDesk Software Customer Experience

September 1, 2008 12:00am PDT

IT organizations want to provide high-quality, low-cost technology services to business units as part of their basic mission; however, software complexity, manpower changes, mergers and...

Provided by: IDG (International Data Group)

White Papers

Validating the Business Benefits of Integrated Systems Management : The LANDesk Software Customer Experience

September 1, 2008 12:00am PDT

IT organizations want to provide high-quality, low-cost technology services to business units as part of their basic mission; however, software complexity, manpower changes, mergers and...

Provided by: IDG (International Data Group)

Case Studies

Microsoft IT Business Case for System Center Configuration Manager 2007 in a Data Center

September 1, 2008 12:00am PDT

This paper will demonstrate the business case that Microsoft IT made to implement System Center Configuration Manager in a data center to reduce costs through optimized IT resources, improve...

Provided by: Microsoft

Whitepapers

IDC ITSM research: IT Service Management Needs and Adoption Trends: An Analysis of a Global Survey of IT Executives

September 1, 2008 12:00am PDT

Find out top ITSM and ITIL focused initiatives, challenges and priorities of your peers and how HP can help. Read this new survey report from IDC.

Provided by: Hewlett-Packard (HP)

White Papers

ITIL Practices for Service Management: Intermediate Lifecycle Stream

August 27, 2008 12:00am PDT

The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to...

Provided by: Crown

Case Studies

Planning and Implementation of IT Service Optimization at the Law School Admission Council (LSAC)

August 15, 2008 12:00am PDT

In reviewing ways to leverage best practices to improve service delivery, LSAC discovered that TeamQuest IT Service Optimization (ITSO) was a good entry-point methodology to position LSAC for the...

Provided by: TeamQuest

Blog Post

Can SaaS lead to better IT management? Service-Now has built a platform around it

August 12, 2008 11:00pm PDT

ITIL and IT Service Management are complicated by nature. Service-now is trying to uncomplicate the software to implement them by offering it as a SaaS application. Hear from Service-now CEO Fred...

White Papers

Automated Documentation as Support at the Implementation of ITIL Processes

August 12, 2008 12:00am PDT

The present paper examines which benefit an automated documentation of the IT infrastructure can have for the configuration management process of ITIL, and whether it is possible to fully automate...

Provided by: University of Innsbruck

White Papers

Specifying Services for ITIL Service Management

August 8, 2008 12:00am PDT

The Information Technology Infrastructure Library (ITIL) is a collection of best practices for the management of IT services. ITIL helps organizations to become aware of the business value their...

Provided by: Ecole Polytechnique Federale de Lausanne