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White Papers
Todd Herman Associates Customer Snapshot
Apr 2010
See how Todd Herman Associates improved reliability of their IT systems by switching over to a virtual infrastructure by using VMware® and Intel® technology to increase IT stability while...
Provided by VMware
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Case Studies
Financial Firm Speeds Problem Resolution, Enhances User Experience
Apr 2010
As a provider of shareholder and employee services, Equiniti has to make sure its systems are available at all times. To reduce the effort required to ensure high availability, Equiniti deployed...
Provided by Microsoft
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Case Studies
Emerson Ensures High Availability and Performance Worldwide With Proactive System Management
Mar 2010
Emerson wanted to support users across the global company's diverse business divisions with around-the-clock operations to ensure systems are up and running no matter what time zone, to support...
Provided by Oracle
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White Papers
Harnessing Collective Intelligence to Improve IT Project Management
Apr 2010
"I needed a quick and reliable way to gauge the overall health of my projects. The Crowdcast solution was spot on." - VP of IT, Oracle Sophisticated IT systems can be complex and expensive to...
Provided by Crowdcast, Inc.
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Case Studies
Almacenes Olimpica Chain, Timely Service Management of Their Internal and External Customers
Oct 2007
Almacenes Olímpica chain of drugstores, supermarkets and hypermarkets was founded in Colombia in 1953 with a drugstore located on Calle de las Vacas in Barranquilla. After a detailed market study...
Provided by CA
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Webcasts
Service Desk Express: Best Practices for Remote Support With International Beverage Company, Lion Nathan
Feb 2010
Interested in reducing mean time to repair and increasing first call resolution? The attendee of this webcast will learn how technicians can lower the cost of IT Support and improve customer...
Provided by BMC Software
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Webcasts
Service Desk Express Demo: Easily Deployed IT Service Management for the Mid-Market
Feb 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 can...
Provided by BMC Software
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Webcasts
Service Desk Express and Change Management
Dec 2009
The attendee of this webcast will learn how to eliminate these outages with Pink Elephant validated ITIL based change management processes. BMC Service Desk Express Change Management provides the...
Provided by BMC Software
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Webcasts
Service Desk Express and Self-Service
Dec 2009
The attendee of this webcast will learn how to enable customers to leverage self-service resulting in fewer service desk calls, high customer satisfaction ratings, improved support costs and a...
Provided by BMC Software
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Webcasts
Redefining Endpoint Management With Symantec IT Management Suite 7.0
Jan 2010
Symantec IT Management Suite 7.0 reduces the cost and complexity of owning and managing corporate IT assets including desktops, laptops, and servers. View this webcast and discover what's new in...
Provided by Symantec
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Webcasts
TechNet Webcast: Navigating the ITIL IT Lifecycle (Part 4 of 5): The Service Operation Phase (Level 200)
Apr 2010
This webcast navigate the ITIL IT lifecycle, following the five ITIL phases. The presenter provides an introduction and practical guidance for the goals, inputs, outputs, and value of each ITIL...
Provided by Microsoft
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Webcasts
ITSM as a Service or ITSM On-Premise?
Apr 2010
This webcast examines the criteria for selecting the most appropriate IT service management model for the situation. The presenter will will explore all of the business, technical, financial, and...
Provided by BMC Software
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Whitepapers
IT Support Conversation Manager: A Conversation-Centered Approach and Tool for IT Incident Management
Apr 2010
There is a push in the enterprise towards facilitating processes from best practice frameworks (such as the IT Infrastructure Library (ITIL)) to make them more repeatable, efficient and...
Provided by Hewlett-Packard (HP)
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Downloads
Xangati for ESX (ESX 3.5)
May 2010
Xangati for ESX is a virtual appliance that provides VM-to-Anything visibility for VMware environments. Xangati delivers visibility into any VM's communications activity (VM-to-VM, VM-to-app,...
Provided by Xangati
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Downloads
Xangati for ESX (ESX 4.x)
May 2010
Xangati for ESX is a virtual appliance that provides VM-to-Anything visibility for VMware environments. Xangati delivers visibility into any VM's communications activity (VM-to-VM, VM-to-app,...
Provided by Xangati
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White Papers
Balancing eDiscovery and Compliance Obligations with IT Operational and Budget Constraints
May 2010
In this whitepaper, IDC examines the practical approaches the IT organization must consider so that it can effectively execute on the corporation's compliance and eDiscovery objectives while still...
Provided by Iron Mountain
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Whitepapers
IBM Global CIO Study - Implications for IT Managers
Dec 2009
Today's most successful CIOs have grown into full-fledged business leaders. They have accomplished this transformation by both providing sound IT services and by assuming leadership roles to...
Provided by IBM
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Whitepapers
Staying aloft in tough times. Why smart, innovative businesses are turning to cloud computing
Apr 2009
As IT budgets continue to be stretched, cloud computing is enabling CIOs to do more with less. Virtualization, standardization and other fundamental features of cloud computing are lowering the...
Provided by IBM
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Whitepapers
Identify and leverage your existing service life cycles
Mar 2008
This executive brief will illustrate the progression of service management since the 1990s, illuminate the hidden service life cycles and discuss how, once they are visible, we can start to make...
Provided by IBM
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Webcasts
GTS Service Management
Jan 2010
This service management flash demo from GTS takes you through the overall service management landscape, client success stories, the GTS Service Management portfolio, benefits as outlined by...
Provided by IBM
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Case Studies
Anhui Mobile Accelerates Software Development and Configuration Management With IBM Rational Solutions
May 2009
To stay competitive, Anhui Mobile must strengthen its core business by continually developing new features and services to meet customer demand. Anhui Mobile standardizes on IBM Rational...
Provided by IBM
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White Papers
Enterprise Integration: The Secret to ITIL Success
Feb 2009
In the face of unprecedented financial challenges and increasing business-value concerns, many IT organizations have adopted best-practice methodologies to align their capabilities and investments...
Provided by CA
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White Papers
Getting Started With ITIL
Sep 2007
A steering committee is necessary to lead the organization through the ITIL adoption. At the core of ITIL are Service Support and Delivery processes that will fundamentally change the way IT...
Provided by Forsythe Solutions Group
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White Papers
Knowledge Management and the New ITIL Framework
Dec 2007
KM frequently has established its first beachhead in organizations within IT and IT support. The concept is simple: If analysts at an IT help desk have access to one another's trouble-shooting...
Provided by Leveraged Technology
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White Papers
Applying ITIL to Application Performance Management
Nov 2007
The IT Infrastructure Library (ITIL) is a widely accepted approach to IT service management. It describes the organization of IT resources to deliver business value, and documents processes,...
Provided by NetForecasts
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White Papers
ITIL Process Guide
Jul 2008
This paper provides verbal descriptions for each of the Incident, Change and Problem management processes configured in the sample projects within the TechExcel ServiceWise ITSM (IT service...
Provided by TechExcel
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White Papers
ITIL Success With TriActive
Aug 2009
ITIL (Information Technology Infrastructure Library) is a best practice framework for managing IT services. ITIL provides guidelines on the full management of the IT infrastructure (hardware,...
Provided by Triactive
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White Papers
ITIL V3 Expert Training Program
Jan 2010
The Information Technology Service Management Forum of Kenya (itSMF-Kenya) is a non-profit organization affiliated to the itSMF International. It was established as a forum for Information...
Provided by itSMF Kenya
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Webcasts
Incident Management Process With Operations Manager and BMC Remedy Integration
Mar 2010
The presenter walks through an incident remediation process, highlighting how Opalis integrates Operations Manaqer with third party tools. The attendee will learn how to leverage key features in...
Provided by Microsoft
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White Papers
Oracle Enterprise Manager 11g Configuration Management Pack: Delivering Open, Integrated and Application Aware Configuration Management
Apr 2010
Oracle Enterprise Manager 11g Configuration Management Pack supports Oracle and Non-Oracle software enabling management of IT configurations through a broad and deep coverage of configuration...
Provided by Oracle
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White Papers
Oracle Enterprise Manager Ops Center: Changing the Economics of Datacenter Operations
Feb 2010
In today's tight economy, every organization is trying to reduce costs wherever possible. Although IT is a key contributor to the business of any modern organization, it's also a significant drain...
Provided by Oracle
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Whitepapers
Understanding HP BladeSystem Matrix Technology
Jun 2010
The effort to meet the demands of business and still hold the line of costs is leading to a dramatic rise in IT sprawl as more and more computing resources proliferate throughout the business, but...
Provided by Hewlett-Packard (HP)
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White Papers
Managing Oracle Database with Oracle Enterprise Manager Grid Control 11g
Jun 2010
IT organizations are under extreme pressure as growing management needs conflict with shrinking resources. To close the manageability gap and ensure optimal IT performance, IT organizations must...
Provided by Oracle
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White Papers
Driving Database Patch Management with Oracle Enterprise Manager 11g
Jun 2010
Change is inevitable, especially when it comes to management of IT environments. The key to efficient provisioning and patch management is the creation of superior change management processes,...
Provided by Oracle
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White Papers
Oracle Enterprise Manager 11g
Jun 2010
Traditional IT Management approach lacks a detailed understanding of the processes and transactions supported by business applications. Such management tools are generally focused on managing...
Provided by Oracle
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Webcasts
Video: Next Generation Application Management
Jun 2010
Join Larry Ellison as he talks about managing Fusion Applications with Oracle Enterprise Manager; see how Oracle bridges the gap between business activities, business service levels, and IT...
Provided by Oracle
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Webcasts
Video: Oracle Enterprise Manager Saved GE Over $250k Annually in Application Management Costs
Jun 2010
Discover how Oracle Enterprise Manager saved GE over $250,000 annually in application management costs.
Provided by Oracle
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White Papers
Automated Deployment Services for Notebooks & Desktops
Jun 2010
PC deployments present a complex set of challenges that are both costly and disruptive. From image and application management to data and settings.
Provided by Dell, Inc. & Intel, Inc.
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Webcasts
TechNet Webcast: Navigating the ITIL IT Lifecycle (Part 5 of 5): The Service Improvement Phase (Level 200)
May 2010
This chain of webcast enables the attendee to travel through the various products like the IT Infrastructure Library (ITIL) as well as the IT life cycle. It is continued by the five stages of...
Provided by Microsoft
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Whitepapers
Visibility, Management, and Control of IT Infrastructures
Jun 2010
IT operations are often stuck in a fix-and-fiddle mentality where every new service requires more maintenance, repair, and fiddling with gear. Rather than innovating to drive the organization...
Provided by Hewlett-Packard (HP)
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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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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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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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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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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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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
Understanding ITIL® Service Portfolio Management: An approach for implementing effective service lifecycle management
Jun 2008
IT executives and their teams need a comprehensive and accurate view of IT services. A service catalog includes all relevant details about your services, including which service level agreements...
Provided by BMC Software
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White Papers
Ride the Express Lane in the Journey to Speed ITIL® Adoption
Jun 2008
The journey to ITIL is challenging and requires clarity of vision and a disciplined execution to achieve that vision. By following ITIL practices, your IT organization will become more closely...
Provided by BMC Software
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White Papers
Crossing the Chasm Between the Service Desk and Operations
Jun 2008
IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and...
Provided by BMC Software
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White Papers
Service Desk Consolidation Insight
Dec 2009
If your enterprise has multiple service desks in different geographies using disparate, disjointed tools and supporting diverse but possibly overlapping constituencies, you may be wasting hundreds...
Provided by BMC Software
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White Papers
Seven Ways ITIL Can Help You in an Economic Downturn
Dec 2009
IT Infrastructure Library® (ITIL®) best practices promote a well-functioning, collaborative IT environment that can enable the business and your IT organization to cope with the effects of...
Provided by BMC Software
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White Papers
Efficiency and Cost Control in Network and Application Management
Mar 2010
Industry analyst Enterprise Management Associates white paper discusses how to shift from being efficiently reactive to problems towards a proactive, preventive approach. Learn three key...
Provided by Fluke Networks
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Case Studies
Department Saves Millions in One of the World's Largest Modernizations
Sep 2009
This European government department promotes opportunity and independence for all through modern, customer-focused welfare services that help people achieve their potential through employment,...
Provided by Hewlett-Packard (HP)
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Case Studies
Standardizing Help Desk Incident Management Reduces Costs by Over $4,000 Per Month, Slashes Time to Resolution, Improves Clinician Support
Jan 2010
Vancouver Coastal Health (VCH), one of British Columbia's six regional health authorities, was formed in 2001 by consolidating some 50 different healthcare systems in British Columbia. Vancouver...
Provided by Hewlett-Packard (HP)
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Case Studies
With HP Software, Audits Required for Compliance, Competitiveness, Take Minutes Instead of Hours; Efficiency, Visibility Dramatically Improved
Jan 2010
It's no surprise that a company like FICO would strive to manage its business technology intelligently. Known to consumers for its leading credit scoring service, FICO is also a world-class...
Provided by Hewlett-Packard (HP)
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Case Studies
Reshape the Model of Success and Accelerate the Take-Off of Business
Sep 2009
COSCONET (Beijing) Co., Ltd. (hereinafter referred to as "COSCONET (Beijing)") is a joint venture between COSCO Group and COSCO Network Limited. Help COSCONET (Beijing) further establish IT...
Provided by Hewlett-Packard (HP)
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Webcasts
TechNet Webcast: Navigating the ITIL IT Life Cycle (Part 2 of 5): The Service Design Phase (Level 200)
Jan 2010
The presenter of this webcast series navigates the IT Infrastructure Library (ITIL) IT life cycle, following the five ITIL phases, and provides an introduction and practical guidance for the...
Provided by Microsoft
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White Papers
EMA Radar Report: Which Workload Automation Vendors are Best?
Jan 2009
Read how Enterprise Management Associates evaluates the workload automation offerings of BMC, CA, IBM, ASG, and several others. Hint: the report concludes, "BMC has the strongest product overall,...
Provided by BMC Software
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White Papers
Reduce IT Cost by Simplifying and Improving Data Center Operations Management
Jan 2009
IT workload automation results in average annual savings in staff costs alone of $750,000. Learn more about automating complex IT processes - read the white paper.
Provided by BMC Software
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White Papers
Achieving NERC Compliance Through Tripwire IT Security and Compliance Automation Solutions
Feb 2010
IT organizations in every sector of the energy industry face routine pressure to comply with the requirements of NERC standards, but must do so with limited staff and decreasing budgets. Read this...
Provided by Tripwire
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White Papers
Tripwire Log Center: Next Generation Log and Event Management
Feb 2010
Tripwire Log Center, a complete log and event management solution, offers sophisticated security event analysis and ultra-efficient log management. With Tripwire Log Center, you can query and...
Provided by Tripwire
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Whitepapers
Choosing the Right Configuration Management Solution for Your Enterprise
Feb 2010
Finding the best possible approach to configuration management will have a major long-term impact on your IT organization. Here's how Novell ZENworks Configuration Management can help you boost IT...
Provided by Novell
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Webcasts
Cutting Cost, Complexity and Risk with Endpoint Management Solutions IDC and Novell
Feb 2010
Novell webcast featuring IDC: In tough economic times it is more important than ever to make sure your IT department is working for you and not the other way around. Moderator Stephanie Wiegel...
Provided by Novell
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Webcasts
ITIL Gain without the Pain: A Pragmatic Approach to Getting Started with ITIL
Jan 2010
Join leading analyst firm EMA and KACE in this hour long webcast to learn how a practical, targeted implementation of ITIL best practices can quickly and cost-effectively deliver the benefits of...
Provided by KACE
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Downloads
Software Trial: AdminStudio® Migrates MSIs to Windows® 7 and App-V® Fast
Feb 2010
AdminStudio® allows IT to quickly prepare reliable virtual and MSI packages for error-free rollout with deployment solutions like SCCM, ZENworks, and LANDesk. AdminStudio also provides tools to...
Provided by Flexera Software
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White Papers
Managing for Profitability in Europe
Jan 2010
When managing for profitability, companies depend especially on access to good information on the internal aspects of financial and operating performance in order to allocate resources wisely. Our...
Provided by Oracle
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White Papers
Enterprise Performance Management - The Japanese State of the Art
Jan 2010
What can companies do to improve enterprise management systems? What are the critical success factors? Learn about the impact of enterprise performance management and why businesses are finding it...
Provided by Oracle
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Webcasts
Success Story: Sisters of Mercy Health
Feb 2010
IBM Service Management solutions facilitate a business process transformation that fosters a culture of productivity and continuous improvement. Learn how the Sisters of Mercy implemented changes...
Provided by IBM
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Case Studies
BMC Software Case Study: GAVI
Jun 2008
Until recently, GAVI was using a mixture of different tools for performance management and capacity planning on these z/OS host systems. There was a long and successful history in using BMC...
Provided by BMC Software
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Case Studies
BMC Software Case Study: Orange Business Services
Dec 2009
Orange Business Services' aim was to replace these fractured systems with one unified and group-wide solution to meet the needs of a succession of subsidiaries of parent company France Telecom and...
Provided by BMC Software
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Case Studies
BMC Software Case Study: Jackson Health Systems
Jul 2009
JHS wanted to enhance efficiency through automation, implement best practices centered around IT Service Management and ITIL, "Go green" by reducing the paper required to process service requests...
Provided by BMC Software
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Case Studies
BMC Software Case Study: University of Miami Health Systems
Jun 2009
The University of Miami's Medical Information Technology (Medical IT) group struggled with its former helpdesk system, which was not designed around an ITIL framework and had limited customization...
Provided by BMC Software
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Case Studies
BMC Software Case Study: Holcim (US) Inc.
Oct 2008
Holcim (US) Inc. is a leading cement manufacturer and a subsidiary of Holcim Ltd., a Global 2000 company with 90,000 employees in 70 countries and $23.8 billion in 2007 sales. Holcim (US) Inc....
Provided by BMC Software
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Case Studies
BMC Software Case Study: Lennox International
Oct 2008
Lennox International wanted to keep revenue-generating manufacturing infrastructure running across a dozen distributed plants by without increasing IT support costs. As a solution Lennox...
Provided by BMC Software
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Case Studies
BMC Software Case Study: Telstra Australia
Dec 2009
A transformational strategy has sharpened Telstra's customer focus. Getting there required a major overhaul, much of it involving IT systems and their top-to-bottom synchronization. Consolidation...
Provided by BMC Software
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Case Studies
Rolta Aligns Its Skills and Resources to Better Meet Market Demand With CA Clarity PPM
Feb 2009
To ensure it has the highly skilled staff it needs to deliver client projects, Rolta needs comprehensive visibility of market trends and the internal resources that are available. With disparate...
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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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
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
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
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
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
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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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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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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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
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
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
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
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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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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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
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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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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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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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
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
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
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
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
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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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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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
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
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
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
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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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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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
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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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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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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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
