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itil
(605 results)-
White Papers
ITIL V3 and ISO/IEC 20000
Mar 2008
This paper outlines the differences between ITIL V3 and ISO/IEC 20000, from the perspective of each clause in the standard where the core 5 ITIL books either do not cover it or cover it...
Provided by TSO
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White Papers
ITIL in a Recession
May 2009
As organizations focus on surviving the recession, is this the time to consider adopting industry practices such as ITIL service management? ITIL certainly enables better investment analysis and...
Provided by TSO
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White Papers
Everything You Wanted to Know About ITIL in Less Than One Thousand Words!
Oct 2007
Primarily, ITIL provides international best practice guidance in IT Service Management. However, ITIL offers more than just guidance; it underpins the foundations of ISO/IEC 20000 (Service...
Provided by TSO
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White Papers
Microsoft Online Services Business Value
Jun 2009
This white paper describes the value of world-class, on-demand services that are provided by an industry leader, includes example cost savings for a typical deployment, and provides information...
Provided by Microsoft
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White Papers
ECM: Tips for Managing Change Effectively
Nov 2009
Change management planning revolves around a specific, well-defined, measurable, realistic, and achievable project. Managing change starts at the beginning - during the planning stage - and runs...
Provided by Optical Image Technology
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White Papers
Empowering ITIL Success With WhatsUp Gold
Oct 2009
WhatsUp Gold provides cross-silo application and infrastructure support, a rich set of monitoring methods, and single console coverage across multiple management domains. These capabilities make...
Provided by Ipswitch
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Webcasts
Increase Productivity and Information Availability with ESB Messaging & Enrichment and Industry Connectivity
Dec 2009
Learn how Mayo Clinic improved information availability and improved productivity Mayo Clinic, an internationally renowned group medical practice has embarked on a project to integrate...
Provided by IBM
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Case Studies
Offshore Oil Engineering Increases Overseas Project Orders by 233%, Saves Tens of Millions in Costs
Nov 2009
Offshore Oil Engineering Co., Ltd. wanted to shorten construction duration while ensuring all project specifications are fulfilled and adopt internationally accepted project management practices...
Provided by Oracle
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Case Studies
NHS Connecting for Health Transforms Management of Patient Data to Optimize Quality of Service Delivery
Nov 2009
NHS Connecting for Health wanted to build a planning and management architecture for the National Programme for IT (NPfIT), a US$21.05 billion (GB£12.7 billion) multiproject initiative to...
Provided by Oracle
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Whitepapers
Guide to cost optimization: 4 ways to gain operational advantage
Dec 2009
In today's economic environment, companies everywhere seek to reduce the cost of operations. Did you know that organizations today spend up to 80 percent of the IT budgets supporting day-to-day...
Provided by Hewlett-Packard (HP)
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Webcasts
Optimize Your IT Costs with Automation
Dec 2009
Profitable companies are turning to IT Automation to cut costs, and streamline processes in both physical and virtual environments. But what is IT Automation? What benefits does it offer? Where do...
Provided by CA
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Webcasts
HP Software-as-a-Service (SaaS): Getting Business Results Faster At a Lower Cost
Dec 2009
If you're like most companies, your IT budgets are being tightened while your organization is faced with pressure from the business to obtain quicker value from your investments. HP SaaS allows...
Provided by Hewlett-Packard (HP)
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Webcasts
Three things you may not know about HP SiteScope
Aug 2009
HP SiteScope is an agentless monitoring solution designed to ensure the availability and performance of distributed IT infrastructures-for example, servers, operating systems, network devices,...
Provided by Hewlett-Packard (HP)
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White Papers
ITIL Best Practices for IT and Business Alignment
Feb 2005
Toward the goal of aligning IT with business goals and priorities, the Information Technology Infrastructure Library (ITIL®) offers the world's most widely accepted approach to IT Service...
Provided by Mercury Interactive
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Webcasts
TechNet Webcast: Navigating the ITIL IT Life Cycle (Part 1 of 5): Service Strategy Phase (Level 200)
Dec 2009
The presenter of this webcast navigates the Information Technology Infrastructure Library (ITIL) IT life cycle, following the five ITIL phases, and provide an introduction and practical guidance...
Provided by Microsoft
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Whitepapers
Business Analytics and Optimization for the Intelligent Enterprise
Jan 2010
IBM Global Business Services, through the IBM Institute for Business Value, develops fact-based strategic insights for senior executives around critical public and private sector issues. This...
Provided by IBM Corp.
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White Papers
Automated, Integrated IT Operations Improve Efficiency and Deliver Cost Savings
Jan 2010
Tight budgets and increasingly complex IT environments mean that IT operations teams must operate as efficiently as possible in order to keep the business running and end users satisfied. IDC...
Provided by Kaseya International
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White Papers
The Case for Automation
Jan 2010
Automating routine IT tasks seems to make sense from the financial and operational perspectives, but for many companies, questions arise when it comes to implementation: How easy is it to switch...
Provided by Kaseya International
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White Papers
SMART, Modular, Cost-Effective Steps to Workload Automation
Aug 2008
Companies running legacy job scheduling products suffer from higher costs, inefficient use of resources, and greater IT complexity, according to independent analyst firm Enterprise Management...
Provided by BMC Software
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White Papers
IT Automation: Going Beyond the Obvious to Find Real Cost Savings
Jul 2009
This paper, from industry analyst firm Enterprise Management Associates, explores how workload automation can help IT reduce outages, consolidate vendors, improve integration, and cut costs. Learn...
Provided by BMC Software
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Whitepapers
"Inside the Midmarket: A 2009 Perspective An environment like no other"
Jul 2009
When you're determining IT priorities, it helps to know what businesses like yours are doing. With the "Inside the Midmarket: A 2009 Perspective" trend study results, you'll learn how midmarket...
Provided by IBM
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Whitepapers
Driving Productivity through Smarter Sourcing
Jan 2009
Driven by the need for flexibility and speed in application delivery, many companies turn to outsourcing to reduce costs. But those margins are shrinking as wages rise around the world. The time...
Provided by IBM
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Whitepapers
ITIL v3: What It Is and Why You Should Care
May 2008
The Information Technology Infrastructure Library (ITIL) is the proven way for IT organizations to align with the business, control costs, improve quality, and balance resource allocations....
Provided by Global Knowledge
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White Papers
IT Modernization: The Choice for Change
Jul 2008
With IT Modernization firmly on the research and conference agendas of industry analysts this year, it is time to look more closely at the issues being highlighted by some of the major...
Provided by Micro Focus
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White Papers
ITIL Version 3 and TeamQuest
Jun 2009
Although V2 was quite successful, there were a number of gaps and the focus was still more technological than business in nature. Many ITIL practitioners and contributors felt that although the...
Provided by TeamQuest
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White Papers
Capacity Management Reporting at Merrill Lynch
May 2008
It isn't easy monitoring a distributed environment. If server growth is left unchecked, that data center space fills up rapidly. Support for different platforms and operating systems turns...
Provided by TeamQuest
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Case Studies
TechTeam Global Uses Integrated IT Management to Improve and Expand Customer Services
Mar 2009
During the next three years, TechTeam has set a goal of growing its global business by deepening existing customer relationships and expanding into remote infrastructure, identity and access...
Provided by CA
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Case Studies
Sony Life Improves Business Agility With Centralised Management of Mainframe Software Assets
Sep 2009
The company's mainframe processes insurance premiums and payments for 4.4 million customers every month. To ensure the software underpinning these transactions is up-to-date, Sony Life must be...
Provided by CA
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Webcasts
ITIL Version 3 in the World of Web 2.0
Jan 2010
The Information Technology Infrastructure Library (ITIL) is a best practice framework - providing technology neutral concepts techniques checklists and procedures for managing IT environments....
Provided by Sun Microsystems
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Case Studies
State of Colorado Improves the Quality of Human Services With Efficient IT Management
Jul 2009
Any problems with the department's IT infrastructure would cripple its ability to provide high-quality services to Colorado's citizens. To ensure its IT systems meet the needs of both state and...
Provided by CA
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Case Studies
Generali France Improves Competitive Advantage by Keeping 1,000 Projects on Track With CA Clarity PPM
Jan 2009
To strengthen its competitive position, Generali France embarked on a complex business transformation. To manage the projects and resources associated not only with this transformation but also...
Provided by CA
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Case Studies
Debenhams Reduces Operating Costs With ITIL Best Practice and CA Service Desk Manager
Apr 2009
To maximise sales, Debenhams needs to ensure that any issues with the IT systems used in its stores and distribution centres are resolved quickly. These issues are handled by the company's IT...
Provided by CA
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Case Studies
University of Technology, Sydney Reduces Costs and Improves Services for 32,000 Students With CA Service Desk
Aug 2009
UTS is under pressure to provide exceptional IT resources to its students and staff. This requires highly available systems and responsive IT services. To maintain quality of service while...
Provided by CA
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Case Studies
Home Hardware Provides More Than 1,000 Stores With Faster Access to New IT Solutions Using CA Clarity PPM
Jul 2009
Technology is fundamental to the company's supply chain and maximizing the profitability of its stores. To ensure new IT systems can be implemented quickly, Home Hardware must be able to manage...
Provided by CA
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Case Studies
RIRDC Improves Efficiency and Results of 450 Research and Development Projects Each Year With CA Clarity PPM
Mar 2009
The organization needs to manage the daily progress of up to 450 research projects as well as an annual influx of up to 800 grant applications. RIRDC's existing project management system was...
Provided by CA
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Case Studies
BASF IT Services Supports 60,000 Users Across the World With CA Service Desk Manager
Oct 2009
With such a large user base and diverse infrastructure to support, BASF IT Services faces a massive service management challenge. The company handles 55,000 incidents, 12,000 changes and 15,000...
Provided by CA
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Case Studies
Australian Maritime Safety Authority Safeguards Its Response to Distress Calls With Improved It Service Desk Performance
Nov 2009
To provide a rapid response to distress calls, the authority needs 24x7 access to its search and rescue systems and shipping data. At the same time as maintaining high levels of system...
Provided by CA
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Case Studies
Saipem Creates a Strategic Project Management Solution With CA Clarity PPM
Sep 2009
The increasing complexity of Saipem's work and the company's expanding geographical reach require sophisticated project management. Saipem management therefore needed a way to manage the project...
Provided by CA
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Case Studies
Swedish Council Maximises Budgets and Improves Public Services With Automated and Integrated It Management
Dec 2009
To ensure the region's 300-plus healthcare facilities receive high-quality and cost-effective IT services, VGR has consolidated its IT operations. With 45,000 workstations, 1,800 servers and...
Provided by CA
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Case Studies
TechnoMania Boosts Customer Satisfaction With Streamlined Support Services
Jan 2008
Customer satisfaction is a top priority for Lebanese IT distribution and services company TechnoMania. To facilitate its ambitious growth plans, TechnoMania needs to ensure the quality and speed...
Provided by CA
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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
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
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
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
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
The Benefits of Investing in ITIL Advanced Certification
May 2010
The IT industry is in the midst of a transformation. "IT-Business Alignment" may now be a clichéd phrase, but the fact remains that IT organizations that have been historically 'Techno-Centric'...
Provided by ITpreneurs
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Webcasts
BMC ServiceDesk on Force.com Demo
May 2010
Align IT to business services with easy to use and configure, low cost, rapidly deployed technology using an ITIL compatible SaaS and/or on premise solution. With BMC ServiceDesk Suite, one will:...
Provided by BMC Software
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Case Studies
KVH Reinforces Customer Helpdesk Capabilities With Integrated CRM Platform
Apr 2009
KVH wanted to build a customer relationship management system capable of handling an increasing number of calls and keep workforce expansion to a minimum. The challenge was to launch new local...
Provided by Oracle
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Case Studies
Sun Helps Global Pharmaceutical Company Improve Efficiency With ITIL Methodology
Apr 2009
Based in Ingelheim, Germany, is one Boehringer Ingelheim Group of the 20 largest pharmaceutical companies in the world, with 135 affiliates in 47 countries and 39,800 employees. Boehringer...
Provided by Oracle
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Case Studies
Responsibility for 5,000 Servers and 1,500 Databases
Apr 2009
The European Data Center sent a project tender to several of the leading international IT service providers. The core task it described was as follows: ensuring reliable performance of and support...
Provided by Fujitsu
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White Papers
Running and Optimizing the Business of IT : The SAP Best Practices Approach
Jun 2008
IT organizations are challenged to deliver effective services to constituents and end users who align with business priorities and who can change quickly to meet evolving requirements. At the same...
Provided by IDG (International Data Group)
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White Papers
ITIL Practices for Service Management: Intermediate Lifecycle Stream
Aug 2008
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
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White Papers
How to Leverage Metrics to Support ITIL Processes
Dec 2009
If one goes to an ITIL conference these days, one can pretty much predict that any session on ITIL process metrics will be packed. This seems to reflect a general level of anxiety and seeming...
Provided by internet.com
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White Papers
Aligning ITIL V3 Service Design with TOGAF 9
Jun 2009
In ITIL V3, IT policies and strategies are defined by senior management during the Service Strategy phase of the service lifecycle. These policies may be also be reused during the Preliminary...
Provided by Architecting the Enterprise
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White Papers
Family Health International Global, ITIL-based Infrastructure Made Easy
Oct 2008
With its mission to improve people's lives worldwide through research, education, and services in family health, Family Health International (FHI) is among the largest and most established...
Provided by Avocent Corporation
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White Papers
Good Communication Is Half the Battle With ITIL
Apr 2010
West Pharma is a 100% subsidiary of the U.S. American corporate group West Pharmaceutical Services Inc. and employs around 1,700 staff in Europe. With their wide range of products and services,...
Provided by Materna
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Whitepapers
Mastering Problem Management
Aug 2010
There are several approaches to take that prevent Problem Management failure, including a thorough understanding of how Incident and Problem Management affect each other. If IT organization...
Provided by Global Knowledge
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Case Studies
Bank of Finland Achieves More With Less Resources
Jun 2010
The Bank of Finland is the country's central bank and a member of the Eurosystem. It is responsible for managing currency supply and foreign exchange reserves in Finland. Since the introduction of...
Provided by CA
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Case Studies
ING Improves IT Service Quality for Its BIS Division With Oblicore Guarantee
May 2010
To ensure reliability of IT services during the relocation of its primary European datacenter, ING established several service level agreements to track the availability and responsiveness of IT...
Provided by CA
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Case Studies
Raymond James Enhances Service Quality Across 1.9 Million Client Accounts With Integrated IT Management
Jan 2010
Financial advisors use a vast portfolio of applications for key tasks, such as trading, creating client statements and reviewing gain/loss information. With IT so intrinsically linked to the...
Provided by CA
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Case Studies
Centris Optimises Support for More Than 4,500 Users With Integrated Service Desk
May 2010
To provide support to customers using SHP, which includes a packaged service desk module, Centris needed to improve its change, release and incident management processes. The company also required...
Provided by CA
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Case Studies
IT and Applications Integration That Support Growth
May 2010
The extensive Merger and Acquisition (M&A) activities that built Graphic Packaging International (GPI) into an industry leader also left them with diverse IT challenges. GPI knew that without...
Provided by Dell
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Case Studies
Dell's SMART Approach to Workload Automation
Oct 2008
Dell, a company with 82,700 employees, 80 locations, and $62 billion in FY2007 revenues, is a global leader in the design, manufacture and sales of desktop PCs, laptops. Job scheduling at Dell was...
Provided by Enterprise Management Associates
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Case Studies
Dai Nippon Printing Generates 93.5% ROI With the BMC Change Management Solution and ITIL
Jan 2009
Dai Nippon Printing Co., Ltd. (DNP) is a leader in printing services in Japan. DNP had identified 15 key issues that were deemed critical to the success of the program, and focused on the four...
Provided by BMC Software
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White Papers
IT Service Management and ITIL
Apr 2010
The goal of this initiative was improved IT Service Management and optimized organizational design. Sierra Systems developed a business case, a roadmap and a set of detailed implementation plans...
Provided by Sierra Systems Group
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Whitepapers
Make ITIL Actionable with Tivoli Software.
Jun 2008
In recent years, competitive pressures, the growing burden of compliance activities, soaring operational costs and the ongoing need to innovate have combined to make service management a...
Provided by IBM
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Case Studies
Bancolombia Adopts a More Streamlined and Modern Approach to IT
Dec 2009
Universal Bank is the leading bank in the country, holding the largest market share and achieving the most success in the Latin American territories .Despite its prominent position in the local...
Provided by Unisys
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Whitepapers
BRMS Whitepaper: Agile Decision Services: How IBM ILOG's Business Rule Management System Helps Organizations Deliver Fast Time to Value for Business and IT
Aug 2010
This paper explores the challenges that organizations face in trying to deliver quick time-to -value for IT projects and achieve the status of 'agile enterprise'. It illustrates how IBM®...
Provided by IBM
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Webcasts
CA Endevor SCM Quick Edit Overview
Jun 2010
The attendee will learn how CA Endevor Software Change Manager Quick Edit helps one shorten and reduce the steps in the lifecycle management process by providing a direct editing capability into...
Provided by CA
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Webcasts
What~s New With CA 2E Change Management r8.5
Jun 2010
This session will provide existing users and those familiar with CA 2E Change Management with an update on what is now including in CA 2E CM r8.5. This release is one of the largest in recent...
Provided by CA
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Webcasts
The Role of Service Portfolio & Service Catalog in Service Level Management
Jun 2010
With the advent of ITIL v3, Service Portfolio Management and Service Level Management each play significant roles to empower continual service improvement; however, often companies treat each of...
Provided by CA
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Webcasts
CA PPM Webcast Series: Trust Your Portfolio and Deliver With Confidence!, Session 3
Jun 2010
This complimentary series from PPM University, "Fostering Successful Portfolio Management", will tackle C-level PPM issues like communicating effectively with senior management, effective IT...
Provided by CA
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Webcasts
CA PPM Webcast Series: Trust Your Portfolio and Deliver With Confidence!, Session 4
Jun 2010
This complimentary series from PPM University, "Fostering Successful Portfolio Management", will tackle C-level PPM issues like communicating effectively with senior management, effective IT...
Provided by CA
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Webcasts
The Art of Cultural Change: Making Change Stick (on Demand Webinar)
Jan 2010
People are naturally resistant to change. One prefers the pain of what they know to the fear of what one doesn't. But overcoming this resistance and driving behavioral change is the key to a...
Provided by CastlePointe
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Whitepapers
eTOM and ITIL: A Powerful Combination for End-to-End Service Management
May 2008
This white paper discusses the benefits of using the Tele Management Forum (TMF) Enhanced Telecom Operations Map (eTOM) and the Office of Government Commerce (OGC) IT Infrastructure Library (ITIL)...
Provided by Hewlett-Packard (HP)
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Case Studies
Power and Performance at Southern Electric
Jan 2010
Southern Electric is undertaking a major two year programme to redevelop the engineering systems. The system will thus provide engineers with detailed plans of the region and enable them to...
Provided by Metron Technology
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Case Studies
Athene at British Printing
Jan 2010
Malcolm Cotsworth, Technical Support Manager for British Printing Company was keen to adopt a proactive approach to caring for his users: They were the central action desk for any problems from...
Provided by Metron Technology
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Case Studies
Real Time Processing - Capacity Planning at WHSmith
Jan 2010
The Capacity Planning team at the Swindon-based IT headquarters for W H Smith has adopted Metron's Athene/Unix Performance Management software. The software is being used to analyze and monitor...
Provided by Metron Technology
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Case Studies
An Amicable Choice - Athene for UNIX Client/Server Performance Management
Jan 2010
Faced with the challenge of extending the use of a document imaging system to some two hundred and fifty users in a UNIX-based client/server environment, IS Team Manager at Scottish Amicable's...
Provided by Metron Technology
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Case Studies
Managing Healthcare Computing - Performance Management and System Prediction for Health Authorities
Jan 2010
Each time Family Heath Systems (FHS) receive a new project from the Department of Health, often a major database implementation, they had to reconfigure or upgrade the existing machines, or invest...
Provided by Metron Technology
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White Papers
ITIL®, the CMS, and You
Dec 2009
What exactly is a configuration management system (CMS)? While the CMS is not a new concept, it is given considerable focus in the IT Infrastructure Library® (ITIL) version 3.This white paper...
Provided by BMC Software
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White Papers
Strategies for Modernizing IT, Reducing Costs, and Improving Operational Efficiency
Dec 2009
Modernizing IT: Strategies for Improving Service and Reducing Costs. To meet business demands for higher levels of performance and availability - all while adding services and reducing costs - IT...
Provided by BMC Software
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Webcasts
Zions Bancorporation Customer Case Study
Oct 2009
Leading bank shares best practices, results of IT compliance implementation. Attend the webinar Zions Bancorporation is a leader in SBA lending, public finance advisory services, and...
Provided by BMC Software
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Webcasts
Virtual Lifecycle Management
Sep 2009
Overrun by virtual sprawl? Frustrated with the complexity of your virtual environment ? Struggling to balance agility with control? Join BMC and learn how IT organizations have addressed...
Provided by BMC Software
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Case Studies
BT Financial Group Adopts Business Service Management from BMC
Jan 2009
BT Financial Group's first experience with BMC solutions was with BMC Performance Manager. From there BT adopted a blend of event and service impact management systems in BMC Event Manager and BMC...
Provided by BMC Software
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White Papers
Top 10 Misconceptions about Problem Management and Incident Resolution
Oct 2005
A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white...
Provided by iConclude
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White Papers
IT Process and Problem/Incident Management
Oct 2005
How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times?...
Provided by iConclude
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White Papers
IT Project and Portfolio Management and Application Life Cycle: Understanding the Market and Enabling IT/Business Coordination
Feb 2006
Today, Global 2000 organizations are striving to gain strategic advantage and efficiencies of scale through better governance and management of IT projects and programs. This executive level...
Provided by Borland Software
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White Papers
Asset Management, ITIL, and the CMDB: Connecting IT and the Bottom Line
Feb 2006
Get more business from both IT asset management and ITIL processes by having them work together to lower costs, optimize performance, and ensure compliance. See how a configuration management...
Provided by BMC Software
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White Papers
"Combating" Hostaphobia
Mar 2010
Get this free guide and learn what you can do to overcome hostaphobia and why hosted services can be beneficial to you and your business, allowing you to manage a more productive and efficient IT...
Provided by Apptix
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Whitepapers
Is Preventing Fragmentation Needed in Today's Environment?
Apr 2012
Today the number of files stored on volumes is much greater than in times past. The increase in the number of files not only necessitates larger storage capacities but, due to inherent...
Provided by Condusiv Technologies
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Webcasts
Understanding Federated CMDB's and How to Take Advantage of Real-Time, Automatic Discovery to Continuously Populate Them
Mar 2006
Both the value and promise of a Configuration Management Database (CMDB) are in having a dynamic and accurate picture of what one manages across the infrastructure, a cohesive and consistent way...
Provided by nLayers
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Webcasts
Change and Patch Management Audit Controls
Mar 2006
This webcast discusses how to effectively manage change while achieving and maintaining compliance.
Provided by Tripwire
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Webcasts
ITIL Best Practices Framework
Mar 2006
This webinar outlines the importance of operating under a "best practices" framework.
Provided by nLayers
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Webcasts
The IMPACT of ITIL, IT Service Management: A Best Practices Framework for Government Agencies
Mar 2006
IT is being challenged to run as a service to the business it supports. The challenge facing most IT shops is how to best leverage ITIL and implement these best practices given they are maxed out...
Provided by 1105 Media
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Webcasts
IT Service Management and Measurement Best Practices
Mar 2006
IT has never lacked for measurement. In fact, measurement is a key part of any IT Service Management initiative. However, most IT measures focus on technical metrics that remain a mystery to...
Provided by Forrester Research
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White Papers
ITIL Capacity Management Deep Dive
Nov 2005
ITIL is continuing to grow in acceptance in IT environments as a model for best practices. This paper provides a low level analysis of the ITIL capacity management discipline. The paper describes...
Provided by Computer Measurement Group (CMG)
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White Papers
Getting In-Control - Combining CobiT and ITIL for IT Governance and Process Excellence
May 2005
CobiT and ITIL together are a powerful force for IT Operational efficiency and effectiveness. CobiT provides a framework for IT governance, aligning IT with business requirements. ITIL is a...
Provided by Alcyone Consulting Group
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White Papers
Integrated Information Technology Strategic Plan
Aug 2005
The Integrated Information Technology Strategic Plan presented in this paper is the result of ongoing agreement and consensus of representative faculty, students, and professional information...
Provided by University of Utah
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White Papers
Framework for ICT Technical Support
Mar 2004
ITIL is derived from the collective experiences of ICT technical support providers all over the UK. It represents their learning curve over the last 20 years and has been distilled into a set of...
Provided by British Educational Communications and Technology Agency
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White Papers
Building a Winning Service Desk
Aug 2005
The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level...
Provided by QAI India
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White Papers
ITIL, IT Governance & the Managed Service Provider (MSP)
Nov 2005
Organizations are adopting ITIL to provide a framework for best practices, and, many of these organizations are seeking out external partners who use complementary, compatible processes. These...
Provided by Pink Elephant
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White Papers
Minimize IT Risk With a Business Focused Capacity Plan
Mar 2006
For many years Capacity Planning has been looked upon as a mainstream technical discipline. Whilst planning the future capacity of these entities is an absolute necessity for the infrastructure...
Provided by Better Management.com
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White Papers
Assessment of IT Governance - A Prioritization of Cobit
Feb 2006
A shared view on the definition of IT governance is lacking and practitioners do not use present IT governance frameworks to support their decision-making. This paper presents an Architecture...
Provided by KTH - Royal Institute of Technology
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Webcasts
HP OpenView Client Configuration Manager
Mar 2006
HP OpenView Client Configuration Manager is a quick-to-deploy, easy-to-use, cost-effective PC software configuration management solution that provides out-of-the-box functionality for hardware and...
Provided by Hewlett-Packard (HP)
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White Papers
Consolidated Service Desk: The Reality
Jul 2005
There is much hype around the term 'Consolidated Service Desk', but is a CSD myth or reality? Moving on from theory, this paper will focus on the reality of CSD, stripping away the hype and...
Provided by Axios Systems
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Case Studies
Implementing ITIL and HP Service Desk: Short Timeline to Introduce New Standards and Products
Mar 2006
To support the quality initiatives associated with the worldwide rollout of a new system, RGA was adopting ITIL service support standards and implementing HP Service Desk. The need for a strong...
Provided by Neteffects
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Webcasts
TechNet Webcast: Navigating the ITIL IT Life Cycle (Part 3 of 5): The Service Transition Phase (Level 100)
Mar 2010
In this webcast series, the presenter navigates the IT Infrastructure Library (ITIL) IT life cycle, following the five ITIL phases, and he provides an introduction and practical guidance for the...
Provided by Microsoft
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Webcasts
BMC Capacity Management Essentials
Sep 2009
The attendee of this webcast will learn how BMC Capacity Management Essentials can optimize the existing IT infrastructure and ensure the success of the virtualization, consolidation, or ongoing...
Provided by BMC Software
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Webcasts
BMC Event and Impact Management: Consolidate Event Management for Rapid Problem Detection and Resolution
Jul 2009
The attendee of this webcast will learn how BMC Event and Impact Management combines the strength of event and service impact management into a single IT operations management solution, delivering...
Provided by BMC Software
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Case Studies
Genesis Energy Improves Project Delivery and Quality With CA Clarity PPM
Mar 2009
Genesis Energy is one of New Zealand's largest energy companies. The company's IT initiatives help it meet its strategic goals and customer service commitments. To ensure such projects are...
Provided by CA
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Case Studies
Debenhams Significantly Frees Up Staff by Simplifying IT Project Management With CA Clarity PPM
Dec 2008
Debenhams is a leading department stores group, with 21,500 employees and 147 stores across the UK and Ireland. The company's Project Management Office (PMO) is responsible for delivering a wide...
Provided by CA
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Case Studies
Elavon Safeguards One Billion Payment Transactions Every Year With Integrated IT Management
Jul 2008
Customers want their transactions processed quickly and accurately. The performance and availability of Elavon's processing systems is therefore key to maintaining service levels for its rapidly...
Provided by CA
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Case Studies
Systalians Improves Service Quality and Enables Growth at Optimised Cost for Reunica
May 2009
Systalians needed to increase efficiency to support the growth of the Reunica group - the company's user base has practically tripled in the space of six years. Maintaining service levels through...
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Case Studies
Vebnet Meets Demand From More Than 200 Clients Using CA Clarity PPM
Dec 2008
As Vebnet grows from a small company to a mid-sized enterprise, it needs to ensure that its resources are balanced to meet client needs and maximise profitability. Without adequate resource...
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Case Studies
Fashion Retailer s.Oliver Boosts Productivity With Streamlined IT Management Services and ITIL Best Practices
Mar 2008
s.Oliver has operations in more than 30 countries. As one of Germany's leading fashion retailers, it introduces 12 new collections every year and processes up to 350,000 items every day. s.Oliver...
Provided by CA
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Case Studies
Serco Chooses CA Service Management Technologies to Deliver Outsourced IT Services
Mar 2009
Serco Spa is the Italian branch of a UK services company present in 38 countries worldwide and with 2008 revenues of over £3 billion. Quality of IT service and the ability to define stringent...
Provided by CA
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Case Studies
Novo Nordisk Maximises Return on Its $500 Million Product Portfolio With CA Clarity PPM
Feb 2010
With no consolidated view of the 800 capital investment projects it ran every year, Novo Nordisk was finding it difficult to track both project status and performance against budget. With...
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Case Studies
Baker Tilly Maximises the Time Spent on Fee-Earning Activities With CA EITM Solutions
Jan 2010
Baker Tilly wanted to maximise the time staff and partners spend with clients on fee-earning activities is vital to Baker Tilly's profitability. The challenge was to provide staff with continuous...
Provided by CA
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Case Studies
BMC Software Case Study: CSC Australia
Mar 2009
One of the major challenges facing IT infrastructure and services providers is multisourcing. There is a growing tendency for customers to use a selection of specialist providers, rather than...
Provided by BMC Software
