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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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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
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
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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
Benefits of an ITIL Help Desk in the Cloud: A New ITIL Solution for Small-to-Medium Businesses
May 2010
Smaller IT organizations, such as those serving Small-to-Medium Businesses (SMBs) and departments within larger organizations must deliver world-class service on a small company budget. With...
Provided by BMC Software
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Case Studies
Establishing Application Maintenance Services (AMS) to Manage Global Operations for a Leading Entertainment Software Company
May 2010
The client, a pioneer in the home computer gaming industry, is one of the three biggest interactive entertainment software companies in the world. The client wanted local IT centers for each...
Provided by Satyam Computer Services
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Case Studies
How a Revitalized Service Desk Increased the Strategic Value of IT at Ent Federal Credit Union
Feb 2010
ENT is Colorado's largest credit union, providing a hill range of financial solutions for over l97OOO members. The IT management and staff faced: inflexible legacy systems that were costly to...
Provided by Cherwell Software
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White Papers
The Future of IT Governance
Jul 2008
The purpose of IT governance is to make decisions that ensure IT investments help achieve institutional goals. To do that, IT governance focuses on matters of key strategic value - baseline...
Provided by EDUCAUSE
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Case Studies
Fujitsu Case Study: Working With BT for the MoD in Germany
Aug 2009
The UK Ministry of Defence (MoD) needed to communicate securely between 33 military sites in Germany as well as overseas and within the UK. To master these needs MoD chose Fujitsu. Fujitsu...
Provided by Fujitsu
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Webcasts
BMC IT Service Desk on RemedyForce
Jan 2011
The attendees of this webcast will learn how BMC IT Service Desk on RemedyForce delivers cloud-enabled service desk, self-service, change, and inventory management capabilities hosted on the...
Provided by BMC Software
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Webcasts
BMC Service Desk on Force.com
Dec 2010
The presenter of this webcast will explain BMC Service Desk on Force.com delivers cloud-enabled service desk, self-service, and inventory management capabilities hosted on the number one SaaS...
Provided by BMC Software
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Webcasts
IT Service Management: Reality, Practicality and Evolution
Dec 2010
In IT Service Management, progress is usually driven by changes in technology. However, expectations, business requirements and economics now play a greater role as organizations truly assess...
Provided by BMC Software
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Case Studies
Punjab National Bank Achieves 165% ROI With CA Technologies IT Management Solutions
Jan 2011
Punjab National Bank (PNB) has more than 5,000 branches and six crore customers as of September 30, 2010. It has the distinction of being the first bank fully owned, managed and administered by...
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 Manager
Aug 2009
The University of Technology, Sydney (UTS) is a dynamic and cosmopolitan university with three main campuses and has 32,000 students. UTS is under pressure to provide exceptional IT resources to...
Provided by CA
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Case Studies
TechTeam Global Uses Enterprise IT Management to Improve and Expand IT Services to Customers
Mar 2009
TechTeam Global is a leading global IT outsourcing firm providing customer with multilingual service desk, desktop management, and specialized IT solution support. During the next three years,...
Provided by CA
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Case Studies
Spectrum Health Improves Productivity With CA Clarity PPM and CA Service Desk
Jan 2011
Spectrum Health's mission is to improve the health of the communities it serves by offering greater personalized care to individuals and families. Technology plays a key role in enabling Spectrum...
Provided by CA
-
Case Studies
Raiffeisen Informatik Improves Efficiency by Up to 15 Percent With Automated Change Management
Dec 2008
Raiffeisen Informatik is the second largest IT services provider in Austria. The company is responsible for managing 72,000 client devices in Austria. Its change management team receives thousands...
Provided by CA
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Case Studies
Manpower Reduces Costs by 15 Percent With Intelligent IT Support Services
Oct 2010
Manpower provides innovative workforce solutions for 400,000 clients in 82 countries. Its services include permanent, temporary and contract recruitment, employee assessment and selection,...
Provided by CA
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Case Studies
HDFC Bank Provides Better Services by Reducing IT Downtime
Oct 2010
HDFC Bank has more than 1,725 branches and offers a wide range of commercial and transactional banking services and treasury products to wholesale and retail customers in India. Quality customer...
Provided by CA
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Case Studies
Hatton National Bank Enhances Staff Satisfaction With CA Service Desk Manager
Oct 2010
Hatton National Bank (HNB) provides retail and corporate banking services to 2.5 million customers in Sri Lanka via a network of 200 branches and 350 ATMs (Automated Teller Machines). To maximise...
Provided by CA
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Case Studies
Centris Optimises Support for More Than 4,500 Users With Integrated Service Desk Manager
Jul 2010
Centris is one of the foremost IT service providers for health and accident insurers in Switzerland. The Swiss Health Platform (SHP) provides insurers with IT functionality for core business...
Provided by CA
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Case Studies
Baker Tilly Maximizes the Time Spent on Fee-Earning Activities With CA EITM Solutions
Nov 2010
Baker Tilly is a leading firm of accountants and business advisors that specialises in providing a range of integrated services such as audit, accountancy, taxation, VAT and management...
Provided by CA
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Case Studies
Australian Maritime Safety Authority Safeguards Its Responses to Distress Calls With Improved IT Service Desk Performance
Nov 2009
The Australian Maritime Safety Authority (AMSA) is responsible for maritime safety, protection of the maritime environment, and aviation search and rescue. The authority's Emergency Response...
Provided by CA
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Case Studies
Software-as-a-Service Model (SaaS) Delivers Robust ITSM Functionality, Easy Implementation and Real-Time Upgrades at Half the Cost of On-Premise Solution
Jul 2010
No organization in the United States offers more to dog owners than the American Kennel Club (AKC). Founded in 1884, this "club of clubs" is committed to promoting the sport of purebred dogs and...
Provided by BMC Software
-
Case Studies
Transforming IT Service Management to Support Business Agility, Innovation, and Risk Taking
Jun 2008
Bayview Financial Holdings, L.P. is one of those leaders. One of Bayview's basic tenets is to "Foresee change, and adapt quickly." Innovating, taking risks, and sharing ideas to improve the...
Provided by BMC Software
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White Papers
Autonomous Real-Time Navigation for Service Level Agreement in Distributed Information Service System
Jan 2011
In today's aggressive and competitive marketplace, there is substantial need for corporations to incorporate Service Level Agreement (SLA) in their enterprise; and keep user differentiation with...
Provided by Tokyo Institute of Technology
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White Papers
When Reality Hits ITIL-Implementations
Jan 2011
Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes...
Provided by ManageEngine
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White Papers
SaaS + ITIL + Service Desk = Scalable Success
Sep 2008
The paradigms surrounding the Service Desk, the technology that supports it and service desk management are changing due to the evolution of the technologies and practices surrounding them. The...
Provided by InteQ
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Case Studies
CMC Case Study: National Service Desk (NSD)
Mar 2010
Formerly, CMC Mumbai had a call dispatch located in CMC house to handle all customer calls. Call Dispatch had a list of engineers handling the customer locations. All the calls were noted down...
Provided by CMC
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White Papers
An Efficient and Lightweight Method for Service Level Agreement Assessment
Jun 2010
Traditional approaches to on-line end-to-end Service Level Agreement (SLA) assessment have focused on the estimation of network QoS parameters. These approaches, however, face a trade-off between...
Provided by Reed Elsevier
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White Papers
Problem Management - Why and How?
Nov 2006
This White Paper is for anyone intending to implement a Problem Management Process, based on ITIL principles, or seeking an introduction to Problem Management. By offering ideas and practical...
Provided by Serio
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White Papers
8 Steps to Better Incident Classification
Sep 2006
Incident classification and initial support and the activities carried out by service desk staff to determine how to work or route an incident for resolution. The IT Infrastructure Library (ITIL)...
Provided by Jupitermedia
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White Papers
A Capacity Planning Process for Performance Assurance of Component-Based Distributed Systems
Jan 2011
For service providers of multi-tiered component-based applications, such as web portals, assuring high performance and availability to their customers without impacting revenue requires effective...
Provided by Association for Computing Machinery
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White Papers
Entomo-Model: Understanding and Avoiding Performance Anomaly Manifestations
Jun 2010
Subtle implementation errors or mis-configurations in complex Internet services may lead to performance degradations without causing failures. These undiscovered performance anomalies afflict many...
Provided by University of Rochester
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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
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...
Provided by CA
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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...
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
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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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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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
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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White Papers
Runtime Prediction of Service Level Agreement Violations for Composite Services
Oct 2009
SLAs are contractually binding agreements between service providers and consumers, mandating concrete numerical target values which the service needs to achieve. For service providers, it is...
Provided by University of Stuttgart
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White Papers
Towards an Efficient Service Level Agreement Assessment
Jan 2009
On-line end-to-end Service Level Agreement (SLA) monitoring is of key importance nowadays. For this purpose, past recent researches focused on measuring (when possible) or estimating (most of the...
Provided by Universitat Politecnica de Catalunya
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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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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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Webcasts
Logo Categories for the Windows Logo Program for Hardware
Sep 2009
The presenters of this webcast discuss the windows logo program for hardware and provide some clarification around device categorization and test requirements. In addition, the presenter shows a...
Provided by Microsoft
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Webcasts
Microsoft Citizen Service Platform: Empowering Government to Serve Citizens and Demonstrate Transparency
Oct 2009
The attendee of this webcast will learn how one can modernize the technology solutions in incremental steps that are tailored to the budget and schedule requirements, enhancing the systems over...
Provided by Microsoft
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Webcasts
Momentum Webcast: What You Should Know About Your Microsoft Enterprise Agreement Annual True-Up (Level 100)
Nov 2009
The attendee of this webcast will learn how Microsoft and the channel Enterprise Software Advisor (ESA) can help to prepare for the upcoming Microsoft Enterprise Agreement Annual True-Up. The...
Provided by Microsoft
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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
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
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
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
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
Cert Octavian Ensures Hundreds of Thousands of Consumer Products Are Delivered on Time With CA Service Desk Manager
Dec 2008
The company's core operations - from taking orders to warehousing and distribution - are reliant on its IT systems. To ensure these systems remain highly available, the company's IT team must be...
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
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
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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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
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
Avoid the War Room and Missed SLAs: Supercharge Your Nightly Batch Cycle
Nov 2009
The attendee of this webcast will learn key strategies for supercharging the nightly batch cycle with this webcast. The attendee will be able to complete the nightly batch cycle more quickly...
Provided by BMC Software
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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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Webcasts
What~s New in Windows Logo Kit (WLK) 1.5
Dec 2009
This session provides a technical overview of the Windows Logo Kit (WLK) and details the changes implemented in WLK 1.5. This session also discusses the WLK release schedule and the retirement...
Provided by Microsoft
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Webcasts
Winqual Device Metadata Submissions
Dec 2009
The presenter of this webcast walks through the process to submit device metadata on the Windows Quality Online Services (Winqual) site. In addition, the presenter reviews the business rules that...
Provided by Microsoft
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Webcasts
Windows Logo Program Device Fundamentals Overview
Dec 2009
This webcast explains the purpose of device fundamentals tests, what partners need to be aware of before running these tests, and debugging tips.
Provided by Microsoft
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Webcasts
Getting Started: Windows Logo Program Part 2
Dec 2009
The presenter of this webcast takes the attendee through the end-to-end process of qualifying for a logo, including how to access logo program requirements and policies, how to run logo program...
Provided by Microsoft
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Webcasts
Getting Started: Windows Logo Program Part 1
Dec 2009
The presenter of this webcast takes the attendee through the end-to-end process of qualifying for a logo, including how to access logo program requirements and policies, how to run logo program...
Provided by Microsoft
-
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
-
White Papers
Six Essential Steps to Successful IT Centralisation
Dec 2009
For many organisations, both in the public and the private sector, bringing disparate service desks under the umbrella of a single shared service is now on the agenda. The potential benefits for...
Provided by Sunrise Software
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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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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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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
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
-
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
-
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
-
White Papers
ITIL Heroes' Handbook: ITIL for Those Who Don't Have the Time
May 2008
ITIL was meant for businesses of all sizes small, medium, and large. Today, ITIL is not given a fair chance in SMB market place, mostly dismissed for being complicated and expensive. The ITIL...
Provided by Zoho
-
White Papers
Benefits of an ITIL Help Desk in the Cloud: A New ITIL Solution for Small-to-Medium Businesses
May 2010
Smaller IT organizations, such as those serving Small-to-Medium Businesses (SMBs) and departments within larger organizations must deliver world-class service on a small company budget. With...
Provided by BMC Software
-
Case Studies
Establishing Application Maintenance Services (AMS) to Manage Global Operations for a Leading Entertainment Software Company
May 2010
The client, a pioneer in the home computer gaming industry, is one of the three biggest interactive entertainment software companies in the world. The client wanted local IT centers for each...
Provided by Satyam Computer Services
-
Case Studies
How a Revitalized Service Desk Increased the Strategic Value of IT at Ent Federal Credit Union
Feb 2010
ENT is Colorado's largest credit union, providing a hill range of financial solutions for over l97OOO members. The IT management and staff faced: inflexible legacy systems that were costly to...
Provided by Cherwell Software
-
White Papers
The Future of IT Governance
Jul 2008
The purpose of IT governance is to make decisions that ensure IT investments help achieve institutional goals. To do that, IT governance focuses on matters of key strategic value - baseline...
Provided by EDUCAUSE
-
Case Studies
Fujitsu Case Study: Working With BT for the MoD in Germany
Aug 2009
The UK Ministry of Defence (MoD) needed to communicate securely between 33 military sites in Germany as well as overseas and within the UK. To master these needs MoD chose Fujitsu. Fujitsu...
Provided by Fujitsu
-
Webcasts
BMC IT Service Desk on RemedyForce
Jan 2011
The attendees of this webcast will learn how BMC IT Service Desk on RemedyForce delivers cloud-enabled service desk, self-service, change, and inventory management capabilities hosted on the...
Provided by BMC Software
-
Webcasts
BMC Service Desk on Force.com
Dec 2010
The presenter of this webcast will explain BMC Service Desk on Force.com delivers cloud-enabled service desk, self-service, and inventory management capabilities hosted on the number one SaaS...
Provided by BMC Software
-
Webcasts
IT Service Management: Reality, Practicality and Evolution
Dec 2010
In IT Service Management, progress is usually driven by changes in technology. However, expectations, business requirements and economics now play a greater role as organizations truly assess...
Provided by BMC Software
-
Case Studies
Punjab National Bank Achieves 165% ROI With CA Technologies IT Management Solutions
Jan 2011
Punjab National Bank (PNB) has more than 5,000 branches and six crore customers as of September 30, 2010. It has the distinction of being the first bank fully owned, managed and administered by...
Provided by CA
-
Case Studies
University of Technology, Sydney Reduces Costs and Improves Services for 32,000 Students With CA Service Desk Manager
Aug 2009
The University of Technology, Sydney (UTS) is a dynamic and cosmopolitan university with three main campuses and has 32,000 students. UTS is under pressure to provide exceptional IT resources to...
Provided by CA
-
Case Studies
TechTeam Global Uses Enterprise IT Management to Improve and Expand IT Services to Customers
Mar 2009
TechTeam Global is a leading global IT outsourcing firm providing customer with multilingual service desk, desktop management, and specialized IT solution support. During the next three years,...
Provided by CA
-
Case Studies
Spectrum Health Improves Productivity With CA Clarity PPM and CA Service Desk
Jan 2011
Spectrum Health's mission is to improve the health of the communities it serves by offering greater personalized care to individuals and families. Technology plays a key role in enabling Spectrum...
Provided by CA
-
Case Studies
Raiffeisen Informatik Improves Efficiency by Up to 15 Percent With Automated Change Management
Dec 2008
Raiffeisen Informatik is the second largest IT services provider in Austria. The company is responsible for managing 72,000 client devices in Austria. Its change management team receives thousands...
Provided by CA
-
Case Studies
Manpower Reduces Costs by 15 Percent With Intelligent IT Support Services
Oct 2010
Manpower provides innovative workforce solutions for 400,000 clients in 82 countries. Its services include permanent, temporary and contract recruitment, employee assessment and selection,...
Provided by CA
-
Case Studies
HDFC Bank Provides Better Services by Reducing IT Downtime
Oct 2010
HDFC Bank has more than 1,725 branches and offers a wide range of commercial and transactional banking services and treasury products to wholesale and retail customers in India. Quality customer...
Provided by CA
-
Case Studies
Hatton National Bank Enhances Staff Satisfaction With CA Service Desk Manager
Oct 2010
Hatton National Bank (HNB) provides retail and corporate banking services to 2.5 million customers in Sri Lanka via a network of 200 branches and 350 ATMs (Automated Teller Machines). To maximise...
Provided by CA
-
Case Studies
Centris Optimises Support for More Than 4,500 Users With Integrated Service Desk Manager
Jul 2010
Centris is one of the foremost IT service providers for health and accident insurers in Switzerland. The Swiss Health Platform (SHP) provides insurers with IT functionality for core business...
Provided by CA
-
Case Studies
Baker Tilly Maximizes the Time Spent on Fee-Earning Activities With CA EITM Solutions
Nov 2010
Baker Tilly is a leading firm of accountants and business advisors that specialises in providing a range of integrated services such as audit, accountancy, taxation, VAT and management...
Provided by CA
-
Case Studies
Australian Maritime Safety Authority Safeguards Its Responses to Distress Calls With Improved IT Service Desk Performance
Nov 2009
The Australian Maritime Safety Authority (AMSA) is responsible for maritime safety, protection of the maritime environment, and aviation search and rescue. The authority's Emergency Response...
Provided by CA
-
Case Studies
Software-as-a-Service Model (SaaS) Delivers Robust ITSM Functionality, Easy Implementation and Real-Time Upgrades at Half the Cost of On-Premise Solution
Jul 2010
No organization in the United States offers more to dog owners than the American Kennel Club (AKC). Founded in 1884, this "club of clubs" is committed to promoting the sport of purebred dogs and...
Provided by BMC Software
-
Case Studies
Transforming IT Service Management to Support Business Agility, Innovation, and Risk Taking
Jun 2008
Bayview Financial Holdings, L.P. is one of those leaders. One of Bayview's basic tenets is to "Foresee change, and adapt quickly." Innovating, taking risks, and sharing ideas to improve the...
Provided by BMC Software
-
White Papers
Autonomous Real-Time Navigation for Service Level Agreement in Distributed Information Service System
Jan 2011
In today's aggressive and competitive marketplace, there is substantial need for corporations to incorporate Service Level Agreement (SLA) in their enterprise; and keep user differentiation with...
Provided by Tokyo Institute of Technology
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White Papers
When Reality Hits ITIL-Implementations
Jan 2011
Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes...
Provided by ManageEngine
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White Papers
SaaS + ITIL + Service Desk = Scalable Success
Sep 2008
The paradigms surrounding the Service Desk, the technology that supports it and service desk management are changing due to the evolution of the technologies and practices surrounding them. The...
Provided by InteQ
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Case Studies
CMC Case Study: National Service Desk (NSD)
Mar 2010
Formerly, CMC Mumbai had a call dispatch located in CMC house to handle all customer calls. Call Dispatch had a list of engineers handling the customer locations. All the calls were noted down...
Provided by CMC
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White Papers
An Efficient and Lightweight Method for Service Level Agreement Assessment
Jun 2010
Traditional approaches to on-line end-to-end Service Level Agreement (SLA) assessment have focused on the estimation of network QoS parameters. These approaches, however, face a trade-off between...
Provided by Reed Elsevier
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White Papers
Problem Management - Why and How?
Nov 2006
This White Paper is for anyone intending to implement a Problem Management Process, based on ITIL principles, or seeking an introduction to Problem Management. By offering ideas and practical...
Provided by Serio
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White Papers
Service Desk/Helpdesk Metrics and Reporting : Getting Started
Dec 2006
This White Paper is for IT Service Desk and Helpdesk Managers who are trying to turn raw data gathered from IT Service Management into information on which informed management decisions can be...
Provided by Serio
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White Papers
Incident Management - Do's and Don'ts
Nov 2006
This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service...
Provided by Serio
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White Papers
8 Steps to Better Incident Classification
Sep 2006
Incident classification and initial support and the activities carried out by service desk staff to determine how to work or route an incident for resolution. The IT Infrastructure Library (ITIL)...
Provided by Jupitermedia
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White Papers
A Capacity Planning Process for Performance Assurance of Component-Based Distributed Systems
Jan 2011
For service providers of multi-tiered component-based applications, such as web portals, assuring high performance and availability to their customers without impacting revenue requires effective...
Provided by Association for Computing Machinery
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White Papers
Entomo-Model: Understanding and Avoiding Performance Anomaly Manifestations
Jun 2010
Subtle implementation errors or mis-configurations in complex Internet services may lead to performance degradations without causing failures. These undiscovered performance anomalies afflict many...
Provided by University of Rochester
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White Papers
Dynamic Active Probing of Helpdesk Databases
Aug 2008
Helpdesk databases are used to store past interactions between customers and companies to improve customer service quality. One common scenario of using helpdesk database is to find whether...
Provided by Association for Computing Machinery
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White Papers
Fuzzy Multi-State Allocation of the Diesel Engine Fuel Supply System
Feb 2009
To reduce the inapplicability of binary state models in system reliability analysis, fuzzy multi-state reliability allocation model is presented in this paper. In the presented model, the fuzzy...
Provided by Dalian University Of Technology
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Whitepapers
The Evolved Help Desk
Feb 2008
The traditional help desk is ill prepared to keep pace with ever-evolving business demands and challenges posed by an expanding regulatory climate. In this harried environment, midmarket CIOs need...
Provided by FrontRange Solutions
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White Papers
Cost-Based Optimization of Service Compositions
Feb 2011
For providers of composite services preventing cases of SLA violations is crucial. Previous work has established runtime adaptation of compositions as a promising tool to achieve SLA conformance....
Provided by Vienna University of Technology
