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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 business-critical part of any organization. As a result, IT operations should constantly strive to manage key IT projects more cost-effectively and bridge the gaps among business, development and daily operations. In addition, the technological solutions and services available to large businesses today are themselves far more comprehensive and feature-rich than ever before. Integrating them on an enterprise-wide scale in the pursuit of improved service management - essentially aligning IT processes and resources with business goals to achieve desired results for customers - is no simple undertaking.