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(206 results)Search the Library
Mission Statement
TechRepublic's ITPapers is the Web's largest library of free technical IT white papers, webcasts, and case studies. Covering IT categories including Data Management, IT Management, Networking, Communications, Enterprise Applications, Storage, Security and much more, TechRepublic's White Paper Directory is the best source for technical white papers and IT information.
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Case Studies
Las Vegas Gaming Leader Bets on the Problem-Solving Power of BMC Application Problem Resolution
Jun 2008
Station Casinos wanted to accelerate development and QA of a complex new sports wagering system in order to win approval to enter a stringent, mandatory field trial in time for the 2005-2006 NFL...
Provided by BMC Software
-
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
-
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
-
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
-
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
-
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
-
Webcasts
The Mobile Service Desk: Less Cost, More Success
Dec 2009
For companies looking to reduce support costs and boost customer service, BMC Software and Aeroprise introduce mobile BMC Remedy. Organizations can quickly extend BMC Remedy applications to...
Provided by BMC Software
-
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
-
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
-
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
-
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)
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
Case Studies
BCS Gets Ongoing Value From LANSA
Jul 2009
This case study studies the PMS system employed by Body Corporate Services (BCS). BCS deals in the title transfers business. In the beginning, the company employed readymade strata management...
Provided by LANSA
-
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
-
Webcasts
Forrester Webcast on Service Level Agreements - Today and Tomorrow
Apr 2010
This webcast is based on the Service Level Agreements and it will offer the viewers the complete information regarding how to implement a proactive service level management solutions which helps...
Provided by CA
-
White Papers
Mis-Configured Systems Steal Productivity and IT Budget
Jan 2010
This paper highlights to the fact that how free tools are not enough even if they are from Microsoft and at the same time how consistent and streamlined configuration saves onto a lot of money. It...
Provided by Shavlik Technologies
-
Case Studies
Taxing Issues in the USA
Jan 2010
THE Distributed Capacity Management Section (DCMS) is the group within the IRS responsible for this area of activity. According to DCMS, the greatest benefit of Athene is its modeling capability,...
Provided by Metron Technology
-
White Papers
Definition and Evaluation of Penalty Functions in SLA Management Framework
Feb 2008
The paper presents an analysis of the possibilities of defining penalty functions to be used in SLA management frameworks. As a basis for the analysis, a brief survey of metrics used in SLA...
Provided by Institute of Electrical and Electronics Engineers
-
White Papers
Maximize the Productivity of Your Help Desk With Proxy Networks Remote Support Software
Oct 2009
As a help desk professional, there is no doubt facing a challenging work environment. Staffing cuts have required fewer professionals to manage more and more desktops, with increasingly complex...
Provided by Proxy Networks
-
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
-
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
-
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
-
White Papers
Implementing Your Help Desk
Apr 2008
This white paper offers practical advice to help to choose the right Help Desk software for the organization, along with step-by-step procedures and timelines for implementing an efficient,...
Provided by Datawatch
-
White Papers
The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
Sep 2009
In today's turbulent economy, midsize and enterprise organizations are faced with increasingly tough challenges. Due to flat or shrinking budgets, many IT departments are coming under pressure to...
Provided by Symantec
-
White Papers
Getting the Most From Your Help Desk Cost Reduction Strategies for Service: Desk / Help Desk Automating
Nov 2008
Today's I.T helpdesk serves a complex and varied set of responsibilities. Helpdesk technicians are expected to address issues ranging from simple tasks such as showing users how to format...
Provided by turbo-IT
-
Case Studies
Helping Nucor Hickman's IT Group Solve a Business Issue of Their Own
Sep 2009
Nucor Hickman's IT group, based in Hickman, Arkansas is made up of a rather modest twenty-three members when compared to similar teams in some of the other fifty plus independent and autonomously...
Provided by MKS
-
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
-
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
-
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
-
Case Studies
Indian Bank Improves Services Availability With IT Management
Jul 2010
Indian Bank is a government-owned bank, responsible for providing a wide range of financial services to people in some of the poorer areas of the country. The bank has 1,756 branches and 19,000...
Provided by CA
-
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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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
The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
Sep 2009
In today's turbulent economy, midsize and enterprise organizations are faced with increasingly tough challenges. Due to flat or shrinking budgets, many IT departments are coming under pressure to...
Provided by Symantec
-
White Papers
Implementing Your Help Desk
Apr 2008
This white paper offers practical advice to help to choose the right Help Desk software for the organization, along with step-by-step procedures and timelines for implementing an efficient,...
Provided by Datawatch
-
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
-
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
-
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
-
White Papers
Maximize the Productivity of Your Help Desk With Proxy Networks Remote Support Software
Oct 2009
As a help desk professional, there is no doubt facing a challenging work environment. Staffing cuts have required fewer professionals to manage more and more desktops, with increasingly complex...
Provided by Proxy Networks
-
White Papers
Definition and Evaluation of Penalty Functions in SLA Management Framework
Feb 2008
The paper presents an analysis of the possibilities of defining penalty functions to be used in SLA management frameworks. As a basis for the analysis, a brief survey of metrics used in SLA...
Provided by Institute of Electrical and Electronics Engineers
-
Case Studies
Taxing Issues in the USA
Jan 2010
THE Distributed Capacity Management Section (DCMS) is the group within the IRS responsible for this area of activity. According to DCMS, the greatest benefit of Athene is its modeling capability,...
Provided by Metron Technology
-
White Papers
Mis-Configured Systems Steal Productivity and IT Budget
Jan 2010
This paper highlights to the fact that how free tools are not enough even if they are from Microsoft and at the same time how consistent and streamlined configuration saves onto a lot of money. It...
Provided by Shavlik Technologies
-
Webcasts
Forrester Webcast on Service Level Agreements - Today and Tomorrow
Apr 2010
This webcast is based on the Service Level Agreements and it will offer the viewers the complete information regarding how to implement a proactive service level management solutions which helps...
Provided by CA
-
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
-
Case Studies
BCS Gets Ongoing Value From LANSA
Jul 2009
This case study studies the PMS system employed by Body Corporate Services (BCS). BCS deals in the title transfers business. In the beginning, the company employed readymade strata management...
Provided by LANSA
-
White Papers
How to Improve Service Quality Through Service Desk Consolidation
Jul 2009
The service desk is now the primary point of contact between an organization and its employees, business partners, and customers. Now more than ever, organizations are relying on their service...
Provided by BMC Software
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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)
-
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
-
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
-
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
-
Webcasts
The Mobile Service Desk: Less Cost, More Success
Dec 2009
For companies looking to reduce support costs and boost customer service, BMC Software and Aeroprise introduce mobile BMC Remedy. Organizations can quickly extend BMC Remedy applications to...
Provided by BMC Software
-
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
-
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
-
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
-
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
-
Webcasts
Service Desk Express on Force 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
-
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
-
Case Studies
Las Vegas Gaming Leader Bets on the Problem-Solving Power of BMC Application Problem Resolution
Jun 2008
Station Casinos wanted to accelerate development and QA of a complex new sports wagering system in order to win approval to enter a stringent, mandatory field trial in time for the 2005-2006 NFL...
Provided by BMC Software
-
Case Studies
Integrated Business Management Built for IT
Jul 2008
With the increasing adoption of the IT Infrastructure Library Version 3 (ITIL V3), it is no longer sufficient for IT merely to run efficiently. It must run more effectively. IT executives are...
Provided by BMC Software
-
Case Studies
BMC Service Desk Express Just the Tonic for Drink Maker's IT User Satisfaction
Jul 2008
Pernod Ricard's expansion and merger history left it with divergent IT systems across wide-ranging Australasian operations. Pernod Ricard wanted to reduce incident call volumes and service desk...
Provided by BMC Software
-
Case Studies
BMC Software Case Study: Anonymous - Manufacturing Organization
Mar 2009
This manufacturing organization focuses its attention on delivering the business services that enable the company to manufacture and deliver superior products, maintain price competitiveness, and...
Provided by BMC Software
-
Case Studies
BMC Software Case Study: Pacific Life Insurance Company
Jan 2010
Pacific Life always has been known as an early adopter of technology. The goal was to exploit economies of scale; reduce support, maintenance, and training needs; improve quality while reducing...
Provided by BMC Software
-
Case Studies
Online Brokerage Exercises Valuable Option: Using BMC Application Problem Resolution to Solve Problems More Quickly
Jun 2008
Three things about the leading online brokerage, optionsXpress, cannot be overstated: the challenge inherent in its IT environment; the high expectations of its customer base; and the industry...
Provided by BMC Software
-
Case Studies
Healthcare Solutions Leader Turns to BMC to Accelerate Development, Improve Product Quality, and Speed and Strengthen Support
Jun 2008
Misys Healthcare Systems wanted to empower the development and support teams responsible for industry-leading solutions for home healthcare agencies with technology for better and faster problem...
Provided by BMC Software
-
Case Studies
BMC Software Case Study: Bank CIMB Niaga
Jan 2010
Promises of synergy are fulfilled when the entities coming together are subsequently re-organized so that people and systems work together. The 2008 merger of Indonesian banks Lippo Bank and CIMB...
Provided by BMC Software
-
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
-
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)
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
White Papers
How to Improve Service Quality Through Service Desk Consolidation
Jul 2009
The service desk is now the primary point of contact between an organization and its employees, business partners, and customers. Now more than ever, organizations are relying on their service...
Provided by BMC Software
-
Case Studies
BCS Gets Ongoing Value From LANSA
Jul 2009
This case study studies the PMS system employed by Body Corporate Services (BCS). BCS deals in the title transfers business. In the beginning, the company employed readymade strata management...
Provided by LANSA
-
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
-
Webcasts
Forrester Webcast on Service Level Agreements - Today and Tomorrow
Apr 2010
This webcast is based on the Service Level Agreements and it will offer the viewers the complete information regarding how to implement a proactive service level management solutions which helps...
Provided by CA
-
White Papers
Mis-Configured Systems Steal Productivity and IT Budget
Jan 2010
This paper highlights to the fact that how free tools are not enough even if they are from Microsoft and at the same time how consistent and streamlined configuration saves onto a lot of money. It...
Provided by Shavlik Technologies
-
Case Studies
Taxing Issues in the USA
Jan 2010
THE Distributed Capacity Management Section (DCMS) is the group within the IRS responsible for this area of activity. According to DCMS, the greatest benefit of Athene is its modeling capability,...
Provided by Metron Technology
-
White Papers
Definition and Evaluation of Penalty Functions in SLA Management Framework
Feb 2008
The paper presents an analysis of the possibilities of defining penalty functions to be used in SLA management frameworks. As a basis for the analysis, a brief survey of metrics used in SLA...
Provided by Institute of Electrical and Electronics Engineers
-
White Papers
Maximize the Productivity of Your Help Desk With Proxy Networks Remote Support Software
Oct 2009
As a help desk professional, there is no doubt facing a challenging work environment. Staffing cuts have required fewer professionals to manage more and more desktops, with increasingly complex...
Provided by Proxy Networks
-
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
-
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
-
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
-
White Papers
Implementing Your Help Desk
Apr 2008
This white paper offers practical advice to help to choose the right Help Desk software for the organization, along with step-by-step procedures and timelines for implementing an efficient,...
Provided by Datawatch
-
White Papers
The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
Sep 2009
In today's turbulent economy, midsize and enterprise organizations are faced with increasingly tough challenges. Due to flat or shrinking budgets, many IT departments are coming under pressure to...
Provided by Symantec
-
White Papers
Getting the Most From Your Help Desk Cost Reduction Strategies for Service: Desk / Help Desk Automating
Nov 2008
Today's I.T helpdesk serves a complex and varied set of responsibilities. Helpdesk technicians are expected to address issues ranging from simple tasks such as showing users how to format...
Provided by turbo-IT
-
Case Studies
Helping Nucor Hickman's IT Group Solve a Business Issue of Their Own
Sep 2009
Nucor Hickman's IT group, based in Hickman, Arkansas is made up of a rather modest twenty-three members when compared to similar teams in some of the other fifty plus independent and autonomously...
Provided by MKS
-
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
-
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
-
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
-
Case Studies
Indian Bank Improves Services Availability With IT Management
Jul 2010
Indian Bank is a government-owned bank, responsible for providing a wide range of financial services to people in some of the poorer areas of the country. The bank has 1,756 branches and 19,000...
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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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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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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Webcasts
BMC Service Request Catalog as an iPhone App
Aug 2010
The massive popularity of Apple's iPhone (and iPad) is not limited to the consumer market. Many IT organizations capitalize on the slick device to reduce help-desk call volume. With BMC Service...
Provided by BMC Software
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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 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
