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itil
(605 results)-
White Papers
The Ease of ITIL
Jun 2009
The Information Technology Infrastructure Library (ITIL) offers a concept for service management in IT department. This concept is a set of best practices for service management processes,...
Provided by COSA
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White Papers
ITIL V3 - Where's the Value?
Oct 2007
The much anticipated ITIL V3 was released to the IT Service Management market on 30 May 2007. Whilst ITIL's history goes back some 20 years, this newest version is perhaps more significant than...
Provided by Lucid IT
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White Papers
TeamQuest and ITIL: How to Ensure a Successful ITIL Implementation
Aug 2010
As part of its ITIL series, TeamQuest is providing this white paper to help companies understand what should happen to increase the likelihood of a successful ITIL implementation. TeamQuest sat...
Provided by TeamQuest
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White Papers
Using Process Mining for ITIL Assessment: A Case Study With Incident Management
Mar 2008
The ITIL framework is the best known set of best practices for managing IT services. In this paper the authors introduce process mining as a useful technique for assessing whether a business...
Provided by Technical University of Lisbon
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White Papers
Opinion of the Uptime Institute: Using ITIL to Gain Data Center Efficiency
Jun 2008
For more than 10 years the IT community has used Information Technology Infrastructure Library (ITIL) as a process framework to achieve and sustain high levels of application and systems...
Provided by Uptime Institute
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White Papers
ITIL - One Step at a Time: A Worry Free Approach to Implementing a Pragmatic ITIL Solution
Sep 2009
The Information Technology Infrastructure Library (ITIL) is the most popularly adopted best practice implementation available today and includes an IT management framework emphasizing management...
Provided by Enterprise Management Associates
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White Papers
ARCAD and the ITIL Framework
Apr 2008
All people live in an exciting time, with companies that are concerned about the effectiveness of their IT organization. These companies do not hesitate to take advantage of the best practices of...
Provided by ARCAD Software
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Whitepapers
Establish operational resilience across your financial institution with change management tools from IBM
Aug 2010
More than ever before, banks need sophisticated tools in place to help them gain insight into their infrastructure. Tivoli change management software offers powerful capabilities to help...
Provided by IBM
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Whitepapers
Asset Management in the Utilities Industry
Aug 2010
This paper reviews the trends and issues facing the utilities industry. It also discusses why and how asset and service management offers solutions for addressing these and other critical issues...
Provided by IBM
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White Papers
Benefits of an ITIL Help Desk in the Cloud: A New ITIL Solution for Small-to-Medium Businesses
May 2010
Smaller IT organizations, such as those serving Small-to-Medium Businesses (SMBs) and departments within larger organizations must deliver world-class service on a small company budget. With...
Provided by BMC Software
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Case Studies
NNIT Uses VMware vCenter Configuration Manager to Shrink Man-Hours for Regulatory Compliance & Achieve ITIL Standards
Jun 2010
NNIT offers consulting, development, implementation and outsourcing IT services for the largest private companies and public sector organizations. To accelerate best practice approaches for IT...
Provided by VMware
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Case Studies
Migrating From HP to Assyst by Axios Systems: Axios Systems Gives Leaf a Safe Passage to ITIL
May 2009
Leaf has enjoyed sweet success in the sugar confectionary industry for more than 100 years. Leaf needed to consolidate six individual data centers. To help manage its IT in a more efficient...
Provided by Axios Systems
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Case Studies
Siemens Achieves Continuous Improvement Through Six Sigma, ITIL With VMware VCenter Configuration Manager
Jun 2010
Siemens IT Solutions and Services, Inc. is an internationally leading provider of IT solutions and services. Siemens IT Solutions and Services, in its ongoing efforts to optimize processes, sought...
Provided by VMware
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White Papers
The Rise of Service Level Management in ITIL V3
Feb 2010
Never lose sight of the importance that Service Level Management brings to both the Business and IT. SL M is the liaison between the business and IT and provides ongoing communication and updates...
Provided by CA
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Case Studies
Case Study: Qwest Uses Process Simulation to Move at the Speed of Business Change
Apr 2008
Qwest, a telecommunications company located in North America, provides voice, video, and data services to residential, SMB, and enterprise-level customers. Its provisioning operations were...
Provided by Forrester Research
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Case Studies
Establishing Application Maintenance Services (AMS) to Manage Global Operations for a Leading Entertainment Software Company
May 2010
The client, a pioneer in the home computer gaming industry, is one of the three biggest interactive entertainment software companies in the world. The client wanted local IT centers for each...
Provided by Satyam Computer Services
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Case Studies
How a Revitalized Service Desk Increased the Strategic Value of IT at Ent Federal Credit Union
Feb 2010
ENT is Colorado's largest credit union, providing a hill range of financial solutions for over l97OOO members. The IT management and staff faced: inflexible legacy systems that were costly to...
Provided by Cherwell Software
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Whitepapers
Getronics reduces time to market from as long as four weeks to a few hours with IBM software
Sep 2010
Getronics, a computer service company, needed to decrease the amount of time it took to build new hosted services for their clients. Getronics' new Utility Hosting service is built on a dynamic...
Provided by IBM
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White Papers
Oracle Grid Engine - Enhance
Oct 2010
Today's global business environment is rife with challenges as companies strive to meet increasingly stiff requirements from customers, partners, and regulatory agencies while operating under...
Provided by Oracle
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White Papers
Get Direct Insight into Intel IT's Best Practices
Oct 2010
The IT@Intel program connects IT professionals around the world with their IT peers inside our organization - sharing lessons learned, methods and strategies. Our goal is simple: Share the Intel...
Provided by Intel
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Whitepapers - Video
Business Driven IT Management
Oct 2010
Watch this video whiteboard to learn how a comprehensive enterprise management approach can increase business agility and IT efficiency with integrated IT management and support processes, all...
Provided by Oracle
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White Papers
Advanced Uses of Oracle Enterprise Manager 11g
Sep 2010
In today's business environment, many organizations depend on IT to deliver always-on systems and mission-critical services. But behind the scenes, IT organizations are coping with more and more...
Provided by Oracle
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White Papers
Application-Aware Performance Management
Sep 2010
Application awareness is now an essential component of any network performance management solution. Learn how the leading solutions for application-aware network performance management stack up...
Provided by Riverbed
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Whitepapers
A Framework for Modeling and Enabling Reuse of Best Practice IT Processes
Sep 2010
Best practices frameworks such as ITIL provide a generic description of best practice processes that are intended to be followed by people. These processes are refined into more concrete steps...
Provided by Hewlett-Packard (HP)
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Whitepapers
IBM's Tivoli Foundations Deliver Versatile Service Management Solutions Optimized for Mid-Tier Environments
Oct 2010
While most of the management marketplace has targeted high-end enterprises seeking scalability and breadth of functionality in the management of critical IT services, smaller and mid-tier...
Provided by IBM
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Whitepapers
IT Support Conversation Manager: A Conversation-Centered Approach and Tool for Managing Best Practice IT Processes
Aug 2010
Best practice processes provide descriptive, high level guidelines rather than prescriptive, precise process model definitions. They are meant to be followed by people and may be adapted and...
Provided by Hewlett-Packard (HP)
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Whitepapers
White paper: The CIO Perspective; To Be Great at IT, You Must Be Great at BPM
Dec 2010
From the Board level on down, IT is being pushed to deliver "more for less." This is the major mandate for IT leadership. I call it "FBC - Faster, Better, Cheaper." BPM is a construction tool -...
Provided by IBM
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Podcasts
TechNet Radio: Microsoft Services and IT Service Management: MOF Vs. ITIL
Dec 2010
In this podcast the speakers describes the differences between the Microsoft Operations Framework and ITIL and how it can benefit IT Pros and their organizations better their processes and...
Provided by Microsoft
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White Papers
Validating the Business Benefits of Integrated Systems Management : The LANDesk Software Customer Experience
Sep 2008
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)
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Webcasts
IT Service Management: Reality, Practicality and Evolution
Dec 2010
In IT Service Management, progress is usually driven by changes in technology. However, expectations, business requirements and economics now play a greater role as organizations truly assess...
Provided by BMC Software
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Case Studies
University of Technology, Sydney Reduces Costs and Improves Services for 32,000 Students With CA Service Desk Manager
Aug 2009
The University of Technology, Sydney (UTS) is a dynamic and cosmopolitan university with three main campuses and has 32,000 students. UTS is under pressure to provide exceptional IT resources to...
Provided by CA
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Case Studies
TechTeam Global Uses Enterprise IT Management to Improve and Expand IT Services to Customers
Mar 2009
TechTeam Global is a leading global IT outsourcing firm providing customer with multilingual service desk, desktop management, and specialized IT solution support. During the next three years,...
Provided by CA
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Case Studies
Manpower Reduces Costs by 15 Percent With Intelligent IT Support Services
Oct 2010
Manpower provides innovative workforce solutions for 400,000 clients in 82 countries. Its services include permanent, temporary and contract recruitment, employee assessment and selection,...
Provided by CA
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Case Studies
Baker Tilly Maximizes the Time Spent on Fee-Earning Activities With CA EITM Solutions
Nov 2010
Baker Tilly is a leading firm of accountants and business advisors that specialises in providing a range of integrated services such as audit, accountancy, taxation, VAT and management...
Provided by CA
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Case Studies
Transforming IT Service Management to Support Business Agility, Innovation, and Risk Taking
Jun 2008
Bayview Financial Holdings, L.P. is one of those leaders. One of Bayview's basic tenets is to "Foresee change, and adapt quickly." Innovating, taking risks, and sharing ideas to improve the...
Provided by BMC Software
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White Papers
When Reality Hits ITIL-Implementations
Jan 2011
Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes...
Provided by ManageEngine
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White Papers
SaaS + ITIL + Service Desk = Scalable Success
Sep 2008
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
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White Papers
Closed Loop Performance Management: Closing the Gap between Strategy & Execution
Feb 2011
Formal performance-management (PM) methodologies and solutions can give organizations the discipline to prosper during difficult economic times while providing the flexibility to pursue...
Provided by SAP
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White Papers
ITIL-Based IT Service Management Applied in Telecom Business Operation and Maintenance System
Dec 2009
Nowadays telecom operators have been aware of the significance of the telecommunications business Operation Management System, and have started to build an electronic operation and maintenance...
Provided by Academy Publisher
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White Papers
IT Value Transformation Roadmap - Cloud Strategy Brief
Feb 2011
IT organizations are perceived by the business in one of two ways - either as a cost center or a center of strategic value. Research has identified a common pattern of activity across...
Provided by VMware
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White Papers
Cross-Reference ITIL V3 and MOF 4.0
Sep 2009
IT organizations are continuously being challenged to deliver better IT services at lower cost in a turbulent environment. Several management frameworks have been developed to cope with this...
Provided by TSO
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White Papers
TOGAF 9 and ITIL V3
Sep 2009
This paper describes the development of TOGAF (The Open Group Architecture Framework) and ITIL as a background to discussions about the potential overlap in the processes they both describe. It...
Provided by TSO
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White Papers
ITIL: Theory Into Practice
Feb 2009
It is testimony to the complexity of today's technology systems that even one of the most widely-used frameworks for simplifying and standardizing IT management is, in itself, a daunting piece of...
Provided by Avocent
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White Papers
Achieving a Best-Practice Service Desk From Desktop to Data Center
Oct 2007
IT service management (ITSM) and the IT Infrastructure Library (ITIL) process framework were envisioned to help organizations align IT capabilities with business requirements and provide a...
Provided by LANDesk Software
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White Papers
Validating the Business Benefits of Integrated Systems Management: The LANDesk Software Customer Experience
Sep 2008
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)
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White Papers
Customer Case Study: A L Filters
Nov 2009
Companies undergoing rapid expansion can all too soon find their IT infrastructures becoming unwieldy, inadequate and expensive to manage. Switching to virtualization with a consolidated and...
Provided by Dell EqualLogic
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White Papers
Automating ITIL v3 Event Management With IT Process Automation: Improving Quality While Reducing Expense
Nov 2008
IT organizations around the world are improving their IT operations capabilities by implementing the Incident and Problem Management processes from the IT Infrastructure Library (ITIL). Yet while...
Provided by Enterprise Management Associates
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White Papers
Information Technology Infrastructure Library (ITIL) Statement of Ability
Feb 2008
The delivery of services is shifting the purpose and agenda for IT as the business demands it plays a more expansive role in the organisation. It's time for IT to come out of the back office and...
Provided by Emereo Solutions
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White Papers
Achieve ITIL Standards and Superior Application Lifecycle Management With a CMDB
May 2009
While always an important part of the enterprise, these days IT is the very hub of business. And with that higher profile come greater responsibility and accountability. In order to make astute...
Provided by Aldon
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Whitepapers
Flexible IT contains costs, boosts efficiency
Oct 2009
Like other midmarket companies today, you're probably focused on cost optimization. In the ForwardView article, "Work smarter, not harder: Flexible IT," experts suggest ways to do more with less....
Provided by IBM
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White Papers
The Benefits of Change Management
Sep 2009
Implementing a change management system can have many benefits, particularly in terms of improving efficiency and reducing outages and downtime. It also provides a useful audit trail that can save...
Provided by EnterpriseWizard
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White Papers
ITIL That Fits Your Business
Aug 2009
A significant percentage of ITIL implementations are simply never completed, after months of training, certification tests, and effort, while it is also common to find that an ITIL implementation...
Provided by EnterpriseWizard
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Case Studies
Pulte Mortgage Builds a Strong IT Foundation With Tripwire Enterprise
Sep 2009
Pulte Mortgage, LLC has been helping homebuyers turn their dreams of owning a home into reality for over 33 years. The challenge was to satisfy change control demands of SOX regulations, to...
Provided by Tripwire
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Case Studies
CARFAX Drives IT Success With Tripwire Enterprise
Jul 2009
CARFAX started with a vision: to be the leading source of vehicle history information for buyers and sellers of used cars. The challenge was to prevent rogue changes from disrupting system...
Provided by Tripwire
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Case Studies
Tripwire Security Case Study: Aria System
Sep 2009
Aria Systems is the leading provider of subscription billing solutions and offers the only "Monetization Platform" encompassing the full spectrum of Billing and Customer Lifecycle Management...
Provided by Tripwire
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White Papers
From Trust to Process: Closing the Risk Gap in Privileged Access Control
Oct 2009
In this whitepaper, Enterprise Management Associates (EMA) examines this critical issue in IT security administration in light of the BeyondTrust approach to helping businesses move from a...
Provided by BeyondTrust
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White Papers
Intel Premier IT Magazine
Oct 2009
Access bottom line best practices from Intel IT for your client fleet in the Intel Premier IT magazine
Provided by Intel
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White Papers
Dynamic Data Center Compliance With Tripwire and Microsoft
Jun 2009
Compliance is a reality, but IT Operations does not need to become a security expert to monitor the health of their IT infrastructure in real-time. With the Tripwire Compliance Management Pack for...
Provided by Tripwire
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Case Studies
MetroPower Achieves 100% Profitability on New Projects With Integrated Project Management Software
Aug 2009
MetroPower, Inc. wanted to replace paper-based project management processes with an automated solution and ensure that the company has 'Zero losers' - engineering projects that lose money - and...
Provided by Oracle
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White Papers
Enabling the Windows Optimized Desktop through Windows 7 Enterprise and Windows Server 2008 R2
Sep 2009
There is more pressure than ever on information technology (IT) departments to deliver business value, despite the challenges of shrinking budgets, rapidly changing technologies, and increasing...
Provided by Dell
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White Papers
Composite Application Management: Bridging the IT Visibility Gap in Complex Composite Applications
Nov 2008
As more and more IT shops deploy multitier middleware platforms and frameworks for the delivery of business-critical application services, they are expecting to garner the benefits of the...
Provided by Oracle
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White Papers
Change Management and the Workforce
Jan 2009
The purpose of this paper is to provide context and insight relating to the topic of organizational change. It is their hope that this paper provides one with the background and perspective one...
Provided by Performance Management Group
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Case Studies
Strangers (or Customers) Share Their Experience with IBM Service Management
Sep 2009
IBM Service Management provides smarter solutions to design, build and manage a dynamic infrastructure that enables you to improve service, reduce cost and manage risk, while managing and...
Provided by IBM
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Whitepapers
Branch Office Modernization Best Practices using the Microsoft Core Infrastructure Optimization Model
Jun 2009
For large organizations whose IT infrastructure includes supporting branch offices or sites, ensuring that the branch infrastructure is optimized can be a key factor in organizational success....
Provided by Microsoft
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Case Studies
Lubrizol's Service Management Transformation: Combining HP Education, Software Tools, and ITSM Services Minimizes Risks, Speeds Adoption of ITIL-Based Framework
Apr 2009
When The Lubrizol Corporation, an Ohio-based global specialty chemical company serving the transportation, industrial, and consumer markets, first became interested in technology service...
Provided by Hewlett-Packard (HP)
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Whitepapers
A Three-Step Framework for Increasing ROI, Reducing Risk, and Lowering Costs by Automating IT Change Management
Jun 2009
This white paper outlines the processes and tools organization needs to address the challenge of change chaos and evolve beyond ITIL-based change management to change automation. It will...
Provided by Hewlett-Packard (HP)
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White Papers
Novell ZENworks Configuration Management SP2: Key Strengths and Features
May 2009
Over the last decade, Novell ZENworks has developed a reputation as one of the industry's most complete and capable solutions for centrally configuring and managing endpoints in complex and...
Provided by Novell
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White Papers
Novell myCMDB Solution Overview
Mar 2009
The value of a Configuration Management Database (CMDB) is commonly accepted across a wide spectrum of IT professionals today, especially as a vehicle to lower the risk of outages caused by...
Provided by Novell
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Case Studies
Combining HP Education, Software Tools, and ITSM Services Minimizes Risks, Speeds Adoption of ITIL-Based Framework
Apr 2009
When The Lubrizol Corporation, an Ohio-based global specialty chemical company serving the transportation, industrial, and consumer markets, first became interested in technology service...
Provided by Hewlett-Packard (HP)
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Case Studies
BT HP Alliance Delivers Superior Service Management for World's Leading Passenger Transportation Provider - FirstGroup Plc
May 2008
BT and HP wanted to provide FirstGroup with best practices and Information Technology Infrastructure Library-aligned service desk management with measurable service levels. BT and HP provided...
Provided by Hewlett-Packard (HP)
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Case Studies
HP Service Manager Ensures Standardized Responses to Support Calls, Provides Foundation for Improved Performance, Availability
Jul 2009
Business travelers choose Carlson Wagonlit Travel for a variety of reasons. One is the talent and expertise of its staff. Equally important is the technology Carlson provides to business...
Provided by Hewlett-Packard (HP)
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Case Studies
HP IT Service Management Solution Provides Return on Investment Inside 18 Months at Austrian Airlines
Jul 2009
Austrian Airlines needed to enhance IT staff accountability, cut resolution times and generate cost savings. Austrian Airlines engaged HP ITSM Assessment Services to baseline current processes...
Provided by Hewlett-Packard (HP)
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Case Studies
New HP ITSM Software Supports Business Change at South African Telecommunications Giant
Mar 2009
Vodacom South Africa wanted a more sophisticated, service-orientated tool to manage incident and change more effectively to stay abreast of the growing maturation levels of their mobile network...
Provided by Hewlett-Packard (HP)
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Case Studies
New HP ITSM Software Boosts Time-to-Resolution and Service Level Delivery at Major Managed Services Provider
Apr 2009
InTechnology plc, a leading UK provider of IT and telecommunications managed services, offers a diverse portfolio of hosted voice and data services via its quality, end-to-end Internet Protocol...
Provided by Hewlett-Packard (HP)
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Case Studies
HP ITSM Software Optimises Business Processes at ZithaKlinik Boosting Service Delivery
Jul 2009
ZithaKlinik wanted a reliable IT Service Management (ITSM) platform to boost service delivery and quality to internal and external customers. ZithaKlinik launched an IT Optimisation by Process...
Provided by Hewlett-Packard (HP)
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White Papers
Legacy Tools: Not Built for Today's Helpdesk
Jan 2009
Today's mobile workforce can help drive efficiency and boost the bottom line for your organization. However, it is essential that the helpdesk have the right tools to support a widespread employee...
Provided by LogMeIn
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White Papers
The Value of Standards-based CMDB Federation
Apr 2009
SACM and CMS help an enterprise implement an overall strategy that aligns business and IT services accurately, with a minimum of resource investment, but to achieve those goals, a range of data...
Provided by CA
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White Papers
Myths of the Configuration Management Data Base (CMDB)
Apr 2009
There are many things to consider when implementing a CMDB. The 13 myths described in this white paper, along with the variations described for each, have proven over time to impede the efforts of...
Provided by CA
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White Papers
IT Service Management Process Maps: Select Your Route to ITIL Best Practices
Jun 2008
The goal of IT Service Management is to improve service by optimizing technology, controlling costs and maximizing the time and talent of an organization's most valuable resource - its people. As...
Provided by CA
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White Papers
Infrastructure Performance Management Empowers You and Your Company
Apr 2008
In addition, good Infrastructure Performance Management (IPM) practices improve by almost 30 percent the likelihood that performance problems will be discovered by management systems rather than...
Provided by NetForecast
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Whitepapers
Power to the systems: a cost-effective option for virtualization.
Mar 2011
Virtualization has moved to the forefront of many organizations' IT agendas, because it reduces both the number of physical servers required and the associated costs. This independent study by...
Provided by IBM
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Podcasts
Navigating the ITIL IT Life Cycle (Part 3 of 5): The Service Transition Phase
Mar 2010
In this podcast series, the speakers navigate the IT Infrastructure Library (ITIL) IT life cycle, following the five ITIL phases, and they provide an introduction and practical guidance for the...
Provided by Microsoft Corporation
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White Papers
Availability Management: A CA IT Service Management Process Map
Aug 2006
CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. One use the analogy of subway or underground system transport maps to illustrate...
Provided by CA
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Whitepapers
Results of the Implementation of IP Multimedia Subsystem in One Telecom Operator for the ITIL Incident Management and Problem Management Process
Sep 2012
This paper describes the implementation and using of the IP Multimedia Subsystem (IMS) in one Telecom operator in Bosnia and Herzegovina. In the first part of the paper, is described the design,...
Provided by NORTH ATLANTIC UNIVERSITY UNION
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Whitepapers
Differences in Results of Measurement Between ITIL 2007 and ITIL 2011 Model for the IMS System
Sep 2012
Every company that wants to increase its level of work and business depends on IT. If the IT processes and services are lead successfully, the operation of the company will become more fortunate...
Provided by NORTH ATLANTIC UNIVERSITY UNION
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White Papers
Introducing ITIL Availability Management
Nov 2006
Those involved in IT Service Management who have had some exposure to ITIL, and who wish to find out more about what is involved in Availability Management. This paper explains some of the basics...
Provided by Serio
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White Papers
Classifying ITIL Processes: A Taxonomy Under Tool Support Aspects
Jul 2006
Providing IT services to customers with better, guaranteed quality has been the aim of many diverse efforts, undertaken under the common denominator "IT Service Management". This paper addresses...
Provided by Institute of Electrical and Electronics Engineers
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White Papers
Incident Management: A CA IT Service Management Process Map
Jun 2006
CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. This paper discusses how to navigate a particular ITIL process journey, reviewing...
Provided by CA
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White Papers
Problem Management - Why and How?
Nov 2006
This White Paper is for anyone intending to implement a Problem Management Process, based on ITIL principles, or seeking an introduction to Problem Management. By offering ideas and practical...
Provided by Serio
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White Papers
Service Desk/Helpdesk Metrics and Reporting : Getting Started
Dec 2006
This White Paper is for IT Service Desk and Helpdesk Managers who are trying to turn raw data gathered from IT Service Management into information on which informed management decisions can be...
Provided by Serio
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White Papers
Incident Management - Do's and Don'ts
Nov 2006
This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service...
Provided by Serio
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White Papers
What Goes Into an ITIL Business Case
Jan 2007
This paper applies principles of business case design to a business case for an ITIL project. It is not executive management that a person needs to convince, not at first. The person should be...
Provided by Jupitermedia
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White Papers
The Truth About Configuration Management and the CMDB
Dec 2006
The IT Infrastructure Library (ITIL) describes configuration management as a method for controlling infrastructure and services. Given the descriptions of configuration management, it can appear...
Provided by Jupitermedia
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White Papers
The Benefits of a Single Point of Contact
Aug 2006
In ITIL, the service desk function performs a number of critical tasks. To say it is simply the traditional help desk renamed does not do the service desk justice. In many respects, the service...
Provided by Jupitermedia
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White Papers
The ITIL Business Case 101
Dec 2006
There is much discussion of which processes to start with in ITIL, or what order to do them in, or whether to do them at all, or how to decide. If the decision on which processes to re-engineer is...
Provided by Jupitermedia
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White Papers
8 Steps to Better Incident Classification
Sep 2006
Incident classification and initial support and the activities carried out by service desk staff to determine how to work or route an incident for resolution. The IT Infrastructure Library (ITIL)...
Provided by Jupitermedia
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White Papers
Delivering It Services to the Enterprise Using Information Technology Infrastructure Library (ITIL) Processes
May 2008
Information Technology (IT) Service providers enjoy working in the fast lane, bringing bleeding edge technology to end-users who change requirements seemingly on whim. This week's Storage Area...
Provided by University of Maryland
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Whitepapers
High Performers and Foundational Controls: Building a Strategy for Security and Risk Management
Mar 2011
In this paper, EMA examines the broad domains of controls enterprises must consider in order to build a solid foundation for IT security management: Countering threats, Resolving vulnerabilities...
Provided by IBM
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Whitepapers
2010 IBM Global IT Risk Study
Apr 2011
With IT playing an increasingly critical role in today's 24x7, interconnected world and with government and industry oversight increasing, the IT risks that CIOs and IT leaders manage are becoming...
Provided by IBM
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Case Studies
CollabNet Success Story: Life Technologies
Dec 2010
Learn how 900 developers across multiple continents use the CollabNet ALM platform for change management, software configuration management, document management, and collaboration. Find out how...
Provided by CollabNet
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Whitepapers
Help Desk Management: 5 Tips to Increase the Efficiency of Your IT Service Team
Dec 2010
As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide comprehensive and cost effective IT solutions to customers. If dramatic growth...
Provided by ConnectWise
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Whitepapers
Best Practices for Service Management: 5 Ways to Increase Client Satisfaction and Profits
Dec 2010
The successful Information Technology (IT ) services business depends on satisfying customer needs. However, to be competitive and achieve long-term success, it is critical for any service-based...
Provided by ConnectWise
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White Papers
Turning Operational Risks into Returns
May 2011
Recent financial upheavals have resulted in a wave of increased regulations, and organizations are facing increasingly stringent government scrutiny and audit requirements. As a result, companies...
Provided by ANXeBusiness Corp
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Podcasts
Navigating the ITIL IT Lifecycle: The Service Operation Phase
Apr 2010
In this podcast series, the speakers navigate the ITIL IT lifecycle, following the five ITIL phases. They also provide an introduction and practical guidance for the goals, inputs, outputs, and...
Provided by Microsoft
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Research
Invisible IT: Unplanned, Untracked, and Unmanaged
Mar 2007
Most IT organizations are faced with more demand than they can fulfill. This ranges from strategic demand for new projects that drive innovation to tactical demand for tasks like provisioning new...
Provided by Forrester Research
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Whitepapers
IT Service Management Standards: A Reference Model for Open Standards-Based ITSM Solutions
Apr 2006
This paper describes the critical importance of open standards1 for IT Service Management (ITSM). The paper presents an overview of ITSM, including underlying elements such as ITIL and autonomic...
Provided by IBM
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White Papers
Oracle Enterprise Manager 11g Configuration Management Pack
Apr 2010
In order to better manage IT configurations, enterprises seek strategic solutions that enable comprehensive management of the IT stack across the lifecycle of enterprise applications....
Provided by Oracle
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Webcasts
Video - Tivoli Foundations Application Manager - Keep Your Applications Up & Running
Jun 2011
IBM Tivoli® Foundations™ Application Manager provides the capabilities a growing business needs to make sure that essential IT operations are up and running across network servers,...
Provided by IBM
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Whitepapers
Comprehensive IT operational risk assessment
Jun 2011
With the increasing threat of IT operational risks, including events driven by business, data and technology, it is important to pinpoint where your business is most vulnerable. Read this data...
Provided by IBM
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Whitepapers
GHY Customer Reference: Architecting an IT transformation for increased business innovation
Jun 2011
GHY International, a provider of customs brokerage services, wanted to increase its ability to provide rapid, reliable service while focusing IT resources on delivering business value. Read this...
Provided by IBM
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Whitepapers
A Conceptual Framework for the Integration of IT Infrastructure Management, IT Service Management and IT Governance
Jun 2009
The definition and use of standardized IT Management techniques and processes provide the basis for IT Service Management and IT Governance. With the establishment of de facto standard "Best...
Provided by University of Applied Sciences
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Whitepapers
The evolving roles of IT Managers and CIOs. Findings from the 2010 Global IT Risk Study
Jul 2011
Mounting regulatory demands, the growth of 24x7 online business and the constant shadow of an uncertain economy underscore the importance of managing risk in all its forms. This overview of the...
Provided by IBM
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Whitepapers
Integrated service management and cloud computing: More than just technology best friends
Jul 2011
Cloud computing has become an increasingly popular means of delivering valuable, IT-enabled business services. And vital to being able to deliver, or even access, a cloud-based environment is...
Provided by IBM
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Whitepapers - Video
Remote Managed Infrastructure Services Flash Demo
Jul 2011
Change is an inevitable fact of life. As the pace of business continues to increase, it can be difficult to devote the time, staff and resources to planning for change. Businesses can end up with...
Provided by IBM
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Podcasts
Business Of IT Executive Workshop and Business of IT Dashboard
Jul 2011
Listen as Jeanine Cotter, VP of IT Strategy and Architecture Services, and Marie Wieck, VP of Middleware Services, both of IBM Global Technology Services discuss "The Business of IT." This...
Provided by IBM
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Webcasts
Configuration Management Database Population and Dependency Mapping
May 2007
The need for and awareness around Configuration Management DataBases (CMDBs) to track infrastructure items and their relationships continues to grow while business demands and mission critical...
Provided by Symantec
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White Papers
Cost-Effective ERP Software-Five Secrets to Stretching Your IT Budget
Jul 2011
You want to support a growing business with valuable software and IT support, but you have limited budget and resources. Outdated applications and countless integration challenges leave you little...
Provided by SAP
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Whitepapers
Power Systems: Comparing Costs of IBM PowerVM and x86 VMware for Enterprise Server Virtualization.
Jul 2011
Virtualization has moved to the forefront of many organizations' IT agendas, because it reduces both the number of physical servers required and the associated costs. This independent study by...
Provided by IBM
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Whitepapers
The Right Foundation for Growing Global
Jul 2011
This landmark research reveals new insights into the real business value of integrated business applications, including cost reductions, data visibility and net income increases. (Bloomberg...
Provided by SAP
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Whitepapers
Remote Monitoring and Management
The Key to Proactive, Efficient IT Service DeliveryJul 2011
As businesses emerge from the difficult economic recession, they need to continue the low-cost and high productivity practices that allowed them to successfully weather the storm. Specifically for...
Provided by LabTech Software
