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- ITIL® Practitioner: Support and Restore Management
- View Available Dates and LocationsThis ITIL Practitioner training course focuses on the ITIL processes of Incident Management, Problem Management, and Service Desk functions. Learn to optimize the quality of service by applying the ITIL best practices, and learn to more effectively respond to incidents and problems as...
- Tags: Service Desk, Problem Management, ITIL, It Services, Process Improvement, Quality, Business Operations
- Training 2008-01-01
- TechnoMania Improves Productivity of Customer Support Centre by 40 Percent With Integrated Incident & Problem Management
- TechnoMania is one of Lebanon's leading IT distributors and offers comprehensive technical support services. The company's business strategy is focused on expansion while maintaining its reputation for service excellence. To ensure it is able to deliver a continuously high level of customer support services, TechnoMania needs an efficient and agile...
- Tags: Problem Management, Computer Associates International Inc., TechnoMania, Help Desk, Call Centers, It Operations
- Case studies 2008-01-01
- Satyam Improves Customer Response Times by 150 Percent With Incident and Problem Management
- Satyam is India's fastest-growing IT services provider. Satyam aims to become one of the world's five largest system integrators, and therefore needed to expand aggressively and take on ever-larger and more complex projects. At the same time, the company needed to maintain its compliance with international best practice standards to...
- Tags: Satyam, Problem Management, Computer Associates International Inc., ITIL Framework, ITIL, Process Improvement, It Services, Quality, Business Operations
- Case studies 2007-07-01
- Improve the Efficiency of Your Service Desk
- Are you looking for ways to eliminate increasing IT service desk demands? Are you trying to enable users to resolve some of their more basic issues, including password reset, through user self-service? This paper examines the role of password management including support capabilities and solution economics, and demonstrates...
- Tags: Service Desk, BMC Software Inc., Password Management, Password, Problem Management, It Management, It service Management
- White papers 2007-06-04
- Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.
- IFFCO-TOKIO General Insurance ITGI was created in 2000, following the merger of an Indian fertilizer company and Japan's largest listed insurance group. IFFCO-TOKIO General Insurance wanted to ensure that customer and user satisfaction is not impaired by poor IT support facilities. The company's existing help desk operation was expensive and...
- Tags: Service Desk, Problem Management, Computer Associates International Inc., It Services, Change Management, ITIL, Help Desk, Tools & Techniques, Management, It Operations
- Case studies 2007-06-01
- MultiCare Boosts Productivity and Regulatory Compliance by Introducing ITIL Best Practices.
- MultiCare is one of the largest health providers in Washington State. MultiCare consists of four hospitals; Tacoma General Hospital, Allenmore Hospital, Mary Bridge Children's Hospital & Health Center and Good Samaritan Hospital. MultiCare wanted to deliver a high standard of patient care while remaining profitable and ensuring compliance with health...
- Tags: Problem Management, Computer Associates International Inc., Regulatory Compliance, MultiCare, Healthcare, ITIL, It Services
- Case studies 2007-03-27
- BMC Performance Manager
- Proactive incident and problem management reduces the number of calls to the service desk while more completely satisfying end users. Service desk associates will become more efficient and will have more time available to assist end users who have especially complex or unusual problems. BMC Software is the only company...
- Tags: Service Desk, BMC Software Inc., Performance, Problem Management, BMC Performance Manager, It Management, It service Management
- White papers 2007-01-03
- Problem Management - Why and How?
- 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 suggestions, it is hoped this paper will be useful for anyone setting up a new Problem Management Process based on ITIL...
- Tags: Problem Management, ITIL, It Services
- White papers 2006-11-29
- Reduce IT Costs and Complexity with Effective Application Problem Management
- Most business processes are automated by software applications. As the software applications become indispensable, you may think they would become more dependable. Discover the benefits of automating problem management, with recommendations for comprehensive problem management and how IT organizations can address problems related to application performance and availability while reducing...
- Tags: Software, BMC Software Inc., Information Technology, Problem Management
- White papers 2006-11-07
- Ensuring Business Services with Proactive Incident and Problem Management
- The market has changed - yet it remains the same. Finding an IT professional, IT department, or large enterprise that is not cognizant of the move toward a service management model for IT is a rare occurrence. Yet, at the same time, the dynamics of the market are such that...
- Tags: Information Technology, Problem Management, Information Technology Service Management, ITIL, Strategy, It Services, Management
- White papers 2006-07-01
- Relicore Clarity for Problem Management
- IT operations must deliver services to the business at the level of quality defined by service level agreements in a very cost-conscious environment. Typical IT organizations focus on technology but have minimal context about how the technology relates to the applications that run the business. Troubleshooting, determining root cause, and...
- Tags: Server Configuration, Relicore, Problem Management, Server
- White papers 2006-02-16
- Top 10 Misconceptions about Problem Management and Incident Resolution
- A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white paper examines the gaps that exist today in problem management and incident resolution, and why traditional monitoring systems...
- Tags: iConclude, Problem Management, Resolution, Help Desk, Call Centers, It Operations
- White papers 2005-10-18
- IT Process and Problem/Incident Management
- How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers and many others who are seeking to achieve such improvements have been looking to IT service management ITSM...
- Tags: Service Desk, Information Technology, iConclude, Problem Management, ITIL, It Services, Service Level Management, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management
- White papers 2005-10-18
- ITIL Process and Problem Resolution
- How does the organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs, and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers, and many others who are seeking to achieve such improvements have been looking to the IT Service Management...
- Tags: Information Technology, iConclude, Problem Management, ITIL, It Services, Service Level Management, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management
- White papers 2005-10-18
- Incident, Problem and Event Management: The IT Process Wars!
- Join TechRepublic's Bob Artner as he and Gartner Analyst Deb Curtis, explore the barriers between groups in the IT organization that limit the success of the problem management process and provides advice to help overcome the IT process wars. During the conversation you will hear several case studies that...
- Tags: IT Management, BMC Software Inc., automation, problem management, console, service desk, information technology, help desk, Webcast
- Webcasts 2005-09-28
- Problem Management - Key Best Practices
- The ITIL framework supplies an excellent relational model on how to manage Incidents, Problems and Changes. But this model becomes much more powerful when best practices are applied; such as planning and documenting Roles and Responsibilities, proper Operational Metrics and defined processes for Knowledge Management, Root Cause Analysis, ROI Calculation...
- Tags: Problem Management, Best Practice, ITIL, Knowledge Management, Roi/Tco, It Services, Enterprise Software, Software, Finance, Managerial Accounting
- White papers 2005-06-27
- A Framework for Service Quality Assurance Using Event Correlation Techniques
- Due to the increasing use of service level agreements for the provisioning of IT services, providers have to ensure that the guarantees for the quality of their offered services, expressed by quality of service parameters, are met. This paper presents a framework for new kind of event correlation which is...
- Tags: Technique, QA, Information Technology, Problem Management, Framework, Event Correlation, ITIL, It Services, Process Improvement, Strategy, Quality, Business Operations, Management
- White papers 2005-04-07
- Incident and Problem Management Route to Value: A Path to Effective Business Service Management
- Without an organized, single point of contact to assist users when problems arise, businesses cannot respond quickly and efficiently to threats to the quality and timely delivery of IT services. When these threats continue, or result in failures or outages, their control, resolution, and prevention become even more critical. This...
- Tags: BMC Software Inc., Business Service Management, Problem Management, It Management, It Services, It service Management
- White papers 2005-03-09
- Problem Management: The Key to Leveraging an ITIL Implementation
- Many organizations are turning to the Information Technology Infrastructure Library, or ITIL, as a guideline for implementing IT process best practices. One of the key drivers that make ITIL an attractive blueprint is the overlap of ITIL with IT Governance initiatives such as COSO, COBIT, and Sarbanes-Oxley. As these IT...
- Tags: Information Technology, Problem Management, ITIL, Process Improvement, It Services, Quality, Business Operations
- White papers 2005-03-01
- Problem Management
- A problem may be the result of one or more incidents; the Problem Management process seeks to identify the root cause of those problems. The goals of the process are to minimize severity and any adverse impacts caused by problems and ultimately to eliminate them where it makes business sense...
- Tags: Process, Problem Management, ITIL, It Services
- Book chapters 2005-03-01
White Papers and Webcasts
"Intel® Xeon® processor-based servers are optimized for virtualization and allow IT to load more virtual machines without sacrificing speed. They can also help you save time and money while delivering great performance, flexibility, and headroom for growth.
