Service Management

IT is becoming increasingly important in virtually every aspect of business. For enterprises to compete effectively in the marketplace, IT service management must broaden its focus and take a more holistic attitude toward IT service provision. The goal is to resolve the disconnect between IT and business within organizations in order to achieve necessary levels of resilience, control, availability and quality of service.

Technology is no longer a nice to have, or a tool for the few. With many organizations now being completely dependent on their IT systems, the need for the IT department to be seen to be responding to the organization's requirements is of critical importance.  Business Service Management, or BSM, can help in providing underpinnings to the IT function. This paper looks at how the changing processes and market conditions within an organization can be augmented through the use of a Business Service Management (BSM) approach, creating a flexible and responsive technology infrastructure aimed at supporting a rapidly changing commercial landscape and enabling greater competitiveness in the markets.

Class of Service (CoS) functionality can help optimize network performance. For a successful deployment, network designers should identify all applications, understand requirements associated with each application, designate appropriate mapping for groups of applications and provide mechanisms in the underlying network to deliver CoS. CoS mapping and deployment are important; adhering to tested strategies and avoiding common misconceptions helps IT managers advance optimization across the wide area network.

This white paper explains the why's and how's of data center transformation. It reveals the breakthrough IBM approach that supports dynamic, service oriented applications and consolidates systems, servers and networks for decreased operational costs on all fronts—freeing up funds for business innovation. Download white paper on new data center.

As service execution becomes increasingly important and complex, traditional job management tools aren't cutting it. With IBM Tivoli workload automation products, you can easily automate and manage simultaneous workloads across heterogeneous environments.

Online bookings, billing and ticketing activities lie at the heart of high quality and reliable services in the leisure, entertainment and travel (LET) industry. Indeed, they can effectively act as a primary differentiator in an increasingly competitive and cost-aware environment.

Are you about to implement change management using BMC Remedy Service Management or BMC IT Service Management for Mid-sized Businesses (a.k.a. Magic or Service Desk Express)? Have you already implemented one of these systems and want to maximize the return on your investment? Get this white paper to see how others have optimized their change management implementation approach to derive the most value from their investment by adding closed-loop control.

IT service providers need to offer services that deliver new business opportunities whilst increasing levels of availability, controlling risks and reducing costs. This paper provides you with practical guidance based on the practices in ITIL® V3 that will help you manage application and infrastructure changes and configurations.

Learn about agent-based versus agentless monitoring approaches to enterprise management, and how a combination of data collection technologies can realize the benefits of both.

This list of Frequently Asked Questions provides answers to important questions affecting ITIL professionals, including the significant differences between version 2 and 3, the impact on investments in publications and training, and how other standards align with version 3.

This quick reference guide provides an easy to use snap shot of key ITIL version 3 practices and concepts.  In addition, it provides a visual map between ITIL Version Service Delivery and Support books to the new ITIL Version 3.

The information overload on SOA is largely on describing its merits, its principles and the vast variety of products intended to address its needs. This document is written to identify the factors to be considered, and articulate the principles and questions to be asked that will drive the decisions within each enterprise towards creating a road map for implementation.

As IT departments work to transition from "firefighting mode" to becoming more proactive and responsive, a key step along the path is to implement labor-saving automation tools that allow more tasks to be done more rapidly, using fewer resources and with greater predictability and reliability.

This white paper describes how ITIL implementation can be rendered simpler, faster, more effective and more affordable by combining new service-oriented Business Process Management (BPM) tools with the established functionality of task-oriented IT management software.

In today’s world, it may seem like there is barely enough time to stay on top of running a business, let alone for perceived luxuries like personal interaction over every transaction. This white paper looks at the benefits of combining two popular online communication tools- email marketing and live chat - to boost customer loyalty and retention.

This paper gives the reader an overview of the functionality of IBM's WebSphere Customer Center, and explains why IBM is the strategic partner that more Fortune 500 companies select as their strategic platform for Customer Data Integration.

You’ve made the decision: the overall ease and economics of implementing Software-as-a-Service (SaaS) appeal to you, and you have selected an application that delivers what you need for your business.  The last hurdle is the service component itself — making sure that critical factors like security, speed, and reliability that will affect your users’ experience meet your standards.

This Enterprise Management Associates (EMA) white paper takes a close look at automated IT management, especially for  medium-sized businesses.

This paper explores how Appliance-based Software Delivery (AbSD) provides a better alternative to both software and Software as a Service (SaaS).

Virtualization adds additional layers of overhead and complexity, so cost savings on hardware are often offset by the increase in time and staff that are required to manage these environments. Learn more in this descriptive white paper.

Automating repetitive Data Center Operations into best practices makes response times faster, more reliable, and less costly. Learn how to extend your current IT systems to do more of the routine work, freeing up IT staff for higher-value projects.

Download this free whitepapers to learn how Remote Management can transform this challenge into an opportunity to stand apart from other service providers in a very competitive market.

This paper highlights how Run Book Automation Software provides the new level of automation required to automate IT operations and traditional job scheduling tasks, without the costs and management burden associated with custom programming and scripts.

This white paper describes how automating IT processes greatly reduces operational costs and improves service delivery. Learn how to standardize best practices and integrate data center and operations tools without the management burden associated with scripts and home-grown programs.

This paper explains how ITIL can improve service delivery through data center integration and automation of best practices. It also highlights common implementation hazards, real-world examples and the tools required to implement ITIL.