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From Chapter one: Data Processing and the IBM Mainframe: The controls that developed around the 360 environment were all predicated on the primary concerns expressed by Finance management: that nothing interrupt processing critical to Finance. Thus virtually all of them derive from, or are subsidiary to, the service level agreement. by Paul Murphy; Tags: SLA, IBM Mainframe, Data Center, Mainframe, Data-processing, IBM Corp., CoBiT Framework, CoBiT, Systems Documentation, Disaster Plan, Data Centers, Service Level Management, Storage, Hardware, Data Management, It Operations, It service Management, Paul Murphy; Blog posts 2008-07-18
Web Help Desk (dmg): The Web Help Desk software offers an industry-leading feature set that allows you to dynamically route, track and fulfill your service support requests with ease, all through an intuitive interface and 2-way email. Being a Web-based, platform independent solution, the Web Help Desk provides a low cost of ownership, ultimate...; Tags: Service Desk, Web, MacsDesign Studio, Channel Management, Service Level Management, It Services, Marketing, It Operations, It service Management; Software downloads 2008-06-17
IT Service Management: A Top Priority for 2008: IBM recently commissioned the Butler Group to discover the priorities of more than 100 senior IT professionals working in large organisations and enterprises. The results of the survey show what role ITSM will play in 2008, what the priorities will be and how capabilities are deployed. It also provides...; Tags: Butler Group, Priority, Information Technology, IT Professional, IBM Corp., Research Finding, Service Level Management, It Services, It Operations, It service Management; White papers 2008-06-13
Web Help Desk (exe): The Web Help Desk software offers an industry-leading feature set that allows you to dynamically route track and fulfill your service support requests with ease, all through an intuitive interface and 2-way email. As a 100% Web based, platform independent solution, the Web Help Desk provides a low cost of...; Tags: Service Desk, Web, MacsDesign Studio, Channel Management, Service Level Management, It Services, Marketing, It Operations, It service Management; Software downloads 2008-06-13
Firescope crushes the BSM price point: Earlier today I spoke with Mark Lynd, president of Firescope, a company that's trying with very little funding - $4 million at the last count - to bring Business Service Mangement BSM to the mass of smaller enterprises. Earlier in the week, the company launched BSM-Business Edition at a starting...; Tags: Asset, SLA, Information Technology, Price, Small And Medium Business, Firescope, Asset Management, Smb/Sme, Service Level Management, Operational Planning, Business Operations, It Operations, It service Management, Dennis Howlett; Blog posts 2008-05-23

Winn-Dixie Gets Groceries to Customers Faster by Enhancing Workload Automation and Systems Monitoring: Winn-Dixie operates more than 500 stores across Florida, Alabama, Louisiana, Georgia and Mississippi in the USA. With IT playing such a critical role in the retail experience, many of Winn-Dixie's core business processes are subject to stringent Service Level Agreements SLAs. To ensure its systems can meet the service level...; Tags: Monitoring, Computer Associates International Inc., Automation, Winn-Dixie, Service Level Management, It Operations, It service Management; Case studies 2008-04-17
Pharos Boosts Output and Efficiency of Real-Time Media Management Solutions With Embedded Database: Pharos wanted to build reliability, stability, and scalability into Mediator, Pharos's high-performance media management and desktop workflow solution, and Pilot, its flexible, Web-based control system for studios and network operations areas and ensure unrivalled solution performance as a precursor to committing to formal Service Level Agreements SLAs. Pharos decided to...; Tags: Oracle Corp., Scalability, Pharos, Service Level Management, Databases, It Operations, It service Management, Enterprise Software, Software, Data Management; Case studies 2008-04-01
Amazon S3 web services down. Bad, bad news for customers.: Update 2/16/08, 2:30PM EST: Nick Carr wrote a good post-mortem. So did Larry Dignan. Update 2/16/08, 11:00AM EST: Amazon reports the cause of the problem: Early this morning, at 3:30am PST, we started seeing elevated levels of authenticated requests from multiple users in one of our...; Tags: S3 Inc., Web Service, Amazon.com Inc., PST, Blogging, Software As A Service (SaaS), Cloud Computing, Service Level Management, Web Services, Security, Internet, Emerging Technologies, It Operations, It service Management, Enterprise Software, Software, Michael Krigsman; Blog posts 2008-02-15
Whitepaper: Forrester on the benefits of IBM's PowerVM: Are the costs of running your IT department as low as they can be? Learn how IBM System p can help your IT department operate effectively, powerfully and economically. This white paper will show you how virtualization technologies like POWER Hypervisor and PowerVM can help you minimize...; Tags: Benefit, IBM Corp., Forrester Research Inc., Virtualization, Cloud Computing, Storage Management, Utility Computing, Service Level Management, Strategy, Hardware, Storage, It Operations, It service Management, Management; White papers 2008-02-05
Rapid Functionality Updates With Higher ROI Through Dedicated ODC for the World's Largest e-Marketplace: The client is the world's largest online retailer with over USD 6 billion of revenue in 2006, 240+ million registered users, and 649,000 online stores worldwide selling over 50,000 categories of merchandise. The major challenges included: parallel development on the same source code; seamlessly integrating the code developed by different...; Tags: MindTree Consulting, Team, E-marketplace, ROI, Team Management, Roi/Tco, Service Level Management, E-business/E-Commerce, Management, Finance, Managerial Accounting, It Operations, It service Management, Internet; Case studies 2008-01-24
ITIL® Service Manager Certification Boot Camp: View Available Dates and Locations Delve into the detailed process descriptions, practical implementation and improvement issues, and organizational challenges of smooth IT Service Management and Delivery in a practical, case study-oriented setting. This intensive course is designed to help IT Service Managers gain a deeper ...; Tags: Certification, Information Technology, ITIL, Service Level Management, It Services, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management; Training 2008-01-01
FTOS: A Modular Switch/Router OS Optimized for Resiliency & Scalability: As Ethernet switch/routers continue to scale in terms of link speed and port density, device resiliency is becoming an indispensable system attribute. For example, high degrees of traffic aggregation mean that even short periods of interrupted operation can disrupt a large number of traffic flows and user/subscribers, potentially violating numerous...; Tags: Force10 Networks Inc., Scalability, Ethernet, Service Level Management, Network Technology, Networking, It Operations, It service Management; White papers 2008-01-01
HP ITSM Race to Results Simulation: Fun Way to Learn About ITIL V3 (Long): Who says learning about IT Service Management SM can't be fun? This webcast shows how this engaging simulation is the best tool to increase involvement, commitment, and enthusiasm.; Tags: Hewlett-Packard Co., Service Level Management, It Services, ITIL, It Operations, It service Management; Webcasts 2007-12-01
IBM takes the computing cloud corporate; What cloud will you trust?: IBM on Thursday unveiled "Blue Cloud," a corporate cloud computing bundle of services for data centers. With the move Big Blue is following the path blazed by Amazon and other cloud services. IBM's advantage: It has enterprise relationships in place and may have an edge on other rivals. While...; Tags: Microsoft Corp., Computing, IBM Corp., Blue Cloud, Service Level Management, It Operations, It service Management, Larry Dignan; Blog posts 2007-11-15
SAP SRM, another brick from the wall: The contrast could not be more stark between yesterday's launch of Coupa's Amazon-hosted SaaS e-procurement system and SAP's decision on Friday to cancel the upcoming release of its spend management product. Another beneficiary of SAP's misfortune is SaaS vendor Ketera, which earlier this month added a new supplier management application...; Tags: SAP AG, Amazon.com Inc., Wall, Coupa, Ketera, Amazon Web Services, Service Level Management, Software As A Service (SaaS), It Operations, It service Management, Emerging Technologies, Phil Wainewright; Blog posts 2007-10-23
On-demand software squared: Coupa launches SaaS e-procurement system running on Amazon's EC2 service: Coupa will launch an on-demand e-procurement software suite on Monday that is built on Amazon's Elastic Compute Cloud Web service. For those keeping score at home that makes the Coupa suite an on-demand service running on an on-demand service. The launch also makes Coupa one of Amazon's early corporate...; Tags: Software, SLA, Software-as-a-service, E-procurement, On-demand, Amazon.com Inc., Pricing Strategy, Service, Coupa, Enterprise Class Uptime, Purchasing & Procurement, Service Level Management, Business Operations, It Operations, It service Management, Larry Dignan; Blog posts 2007-10-19
Normann's Crane 2.0 Operationalising Service Systems Co-Design: Service development and delivery is by its very nature an activity that requires cooperation between suppliers and customers. This cooperation does not imply or require parity between the parties. In any such relationship parties divide responsibilities based on a perception of self-competency and subsequent economic value. This is not always...; Tags: Hewlett-Packard Co., Normann, Business Structures, Service Level Management, Finance, It Operations, It service Management; White papers 2007-10-10
UK Health Service Delivers Faster IT Support to 10,000 Users With New Business Helpdesk Support: Leicestershire Health Informatics LHIS in the UK wanted to re-think its IT support strategy. It needed to meet existing Service Level Agreements SLAs for its 10,000 users faster, and more affordably. LHIS chose Dell Business Helpdesk Support, which enables in-house IT support staff to deliver high quality, technical support service...; Tags: Dell Computer Corp., Information Technology, UK Health Service, Help Desk, Strategy, Service Level Management, It Operations, Management, It service Management; Case studies 2007-10-10
Amazon S3 service promises 99.9 percent uptime: Amazon's S3 storage service is growing up and adopting a Service Level Agreement SLA. In a blog post, Amazon Web Services AWS detailed its SLA, which defines a minimum level of performance and imposes penalties if S3 all resources doesn't deliver. Amazon noted that formalizing the SLA was the...; Tags: S3 Inc., SLA, Amazon.com Inc., Uptime, Service Level Management, It Operations, It service Management, Larry Dignan; Blog posts 2007-10-09
Amazon sheds light on Dynamo: Werner Vogels, CTO of Amazon, is outlining details of "Dynamo," an internal operating system that runs the e-commerce giant's storage system. In a post, Vogels said Dynamo will be detailed at the Operating Systems conference in a paper PDF. Here's his description: Dynamo...; Tags: SLA, Amazon.com Inc., Technology, Dynamo, Techmeme, Service Level Management, Service-Oriented Architecture (SOA), Storage, Data Centers, It Operations, It service Management, Web Services, Enterprise Software, Software, Hardware, Data Management, Larry Dignan; Blog posts 2007-10-03