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The democratization of IT: Web 2.0 was a grassroots revolution, not consumerization but democratization. That is the trend that is now transforming IT - even IT service management, as Service-now.com demonstrates. by Phil Wainewright; Tags: Information Technology, Web 2.0, Service Level Management, Strategy, Internet, It Operations, It service Management, Management, Phil Wainewright; Blog posts 2009-09-18
Service Level Management: Mastering Concepts & Strategies: Developing and implementing a Service Level Management SLM methodology and associated Operating Level Agreements OLAs and Service Level Agreements SLAs can be among the most challenging, time-intensive tasks that you will undertake in your IT Enterprise and your Service Desk. This presentation addresses what it takes for you to determine...; Tags: Service Desk, Strategies Ltd., Better Management.com, Service Level Management, Service Management, It Operations, It service Management; Webcasts 2009-08-11
Controlling Storage and IT Costs: As resources are stretched, managing them is more critical and more difficult. Virtualization can obscure performance issues and complicate storage management. Administrators trying to maintain their SLAs can quickly lapse into reactive mode, delaying true management of the environment by focusing on the immediate issue without a view of the...; Tags: Information Technology, Environment, Management, IT Cost, Tek-Tools Software, Service Level Management, Storage, Storage Management, It Operations, It service Management, Hardware; White papers 2009-07-21
IT Service Management for the Midsized Business: The issues faced today by many midsized businesses are not that different than those faced by large enterprises. The pressure to keep IT systems running at peak performance, manage risk, and reduce costs while at the same time maintaining a competitive advantage are the daily challenges midsized businesses face. The...; Tags: BMC Software Inc., Information Technology, Business, Strategy, It Management, Service Level Management, Management, It service Management, It Operations; Webcasts 2009-07-02
Swisscom Replaces Paper Process With Dashboard to Monitor SLAs for 200 Systems: Switzerland's leading telecommunications provider Swisscom wanted a cost-effective dashboard tool to help its employees to monitor compliance issues with Service Level Agreements SLAs without reviewing paper-based reports. Swisscom rejected business analytics solutions from other major vendors because they were over specified, required third-party support, and were expensive to license. Working...; Tags: SLA, Monitor, Swisscom AG, Dashboard, Microsoft Corp., Service Level Management, It Operations, It service Management; Case studies 2009-07-01

HP ITSM Software Optimises Business Processes at ZithaKlinik Boosting Service Delivery: ZithaKlinik wanted a reliable IT Service Management ITSM platform to boost service delivery and quality to internal and external customers. ZithaKlinik launched an IT Optimisation by Process Management ITOP project. Exigo Consulting conducted an in-depth IT Infrastructure Library ITIL maturity assessment following ISO 15504 and customised ITIL training. ZithaKlinik deployed...; Tags: Software, Business Process, Hewlett-Packard Co., Information Technology, HP ITSM Software, ITIL, It Services, Process Improvement, Service Level Management, Strategy, Quality, Business Operations, It Operations, It service Management, Management; Case studies 2009-07-01
HP IT Service Management Solution Provides Return on Investment Inside 18 Months at Austrian Airlines: Austrian Airlines needed to enhance IT staff accountability, cut resolution times and generate cost savings. Austrian Airlines engaged HP ITSM Assessment Services to baseline current processes against industry best practices and identify gaps. HP Services developed a bespoke on-call automated helpdesk tool and transitioned Austrian Airlines over from the old...; Tags: Service Management, Hewlett-Packard Co., ROI, HP IT Service Management Solution, Help Desk, Call Centers, It Services, Service Level Management, Roi/Tco, It Operations, It service Management, Finance, Managerial Accounting; Case studies 2009-07-01
Mission Accomplished for Customer Support Command Center: A leading global manufacturer of high-technology products needed better insight to deliver on Service Level Agreements SLAs with enterprise customers worldwide. It needed to develop a continuous monitoring and reporting solution to help the customer support center achieve compliance with service-level agreements. It deployed IBM Cognos Now! solution provides hundreds...; Tags: IBM Corp., Performance Management, Service Level Management, Call Centers, Human Resources, Workforce Management, It Operations, It service Management; Case studies 2009-06-30
All About Azure: Azure, Microsoft's cloud-computing platform, is still a mystery to many Microsoft developers, customers, partners and even competitors. The final version of Azure is going to launch this fall -- with pricing, SLA terms and other details coming even sooner this summer. Now is the time to get...; Tags: Platform, Mary Jo Foley, Microsoft Corp., Azure, Blogging, Service Level Management, Internet, It Operations, It service Management; Webcasts 2009-06-09
TIBCO takes PaaS plus integration capabilities to global enterprises via their choice of clouds: Combining platform as a service PaaS with a built-in ability to integrate and manage hybrid cloud deployments, TIBCO Software today threw its hat in the cloud computing ring by taking its middleware and Java development and deployment platforms to new heights. Coinciding with the JavaOne conference and...; Tags: TIBCO Software Inc., PaaS, TIBCO Silver, Service-Oriented Architecture (SOA), Cloud Computing, Service Level Management, Middleware, Web Services, Enterprise Software, Software, It Operations, It service Management, Dana Gardner; Blog posts 2009-06-03
Mainframes provide fast-track access to private cloud benefits for enterprises, process ecosystems: More evidence of the alignment between mainframes, mainframe automation and management, and cloud computing comes with today's announcement that CA has purchased key assets of Cassatt Corp., maker of service level automation and service level agreement SLA management software. by Dana Gardner; Tags: SLA, Benefit, Mainframes, Service Level Management, Servers, Hardware, It Operations, It service Management, Dana Gardner; Blog posts 2009-06-02
HP Software Resolves End-User Problems at Major Turkish Telecommunications Company: Turkcell wanted to monitor real-user experience, identify the cause of problems quickly and improve the availability and performance of business-critical applications. Turkcell realised it could not identify why two business-critical applications were problematic. They decided to migrate its legacy software to offerings within HP's BAC portfolio and deployed HP BAC...; Tags: Software, Hewlett-Packard Co., Turkcell, Tools & Techniques, Performance Management, Service Level Management, Management, Human Resources, Workforce Management, It Operations, It service Management; Case studies 2009-06-01
Recovery Manager for Active Directory: Recovery Manager for Active Directory™ offers an easy-to-use solution for fast, granular, online recovery of Active Directory AD in the event of inadvertent modification of AD due to software failure or human error. Recovery Manager helps to minimize downtime caused by corruption or improper modification of directory, configuration and Group...; Tags: Microsoft Corp., ScriptLogic Corp., Microsoft Windows Active Directory, Microsoft Windows, Directory Services, Service Level Management, Operating Systems, Enterprise Software, Software, It Operations, It service Management; Download resources 2009-05-26
What's New in BMC Service Level Management 7.5: Establishing service targets and measuring performance against those targets is the first step in creating an IT culture of continual improvement. The attendee will learn how BMC's service level agreement compliance dashboards bring together request-based, availability and performance metrics to provide a holistic view of business service quality.; Tags: BMC Software Inc., Performance, It Management, Service Level Management, It service Management, It Operations; Webcasts 2009-05-20
Hull City Council Rolls Out Cross-Functional Service Desk Support to Entire Organization of 14,000 People: Hull City Council is the governing body for the City of Kingston Hull employing 14,000 people and serving more than 250,000 constituents across 23 wards. Hull City Council needed a solution to address two challenges. Firstly, the aim was to manage its IT environment more effectively to better serve the...; Tags: Council, Axios Systems, Hull City Council, ITIL, Service Level Management, Process Improvement, It Services, Strategy, It Operations, It service Management, Quality, Business Operations, Management; Case studies 2009-04-24
A Service Level Management Authority in the Cloud: This paper introduces the notion of a Service Level Management Authority, or SLMA. An SLMA is any business entity or corporation that has a standard, independent SLM computing platform which facilitates the interaction between the Cloud vendor and the end customer. The SLMA would have an open platform allowing connection...; Tags: Hewlett-Packard Co., SLMA, Service Level Management, Service Management, It Operations, It service Management; White papers 2009-04-21
Helping the IT Organization Demonstrate True Service Value to the Business and Achieving a 43% Reduction in Incidents in Year One: The Gulf News IT department had been suffering from poor perception within the wider business. Whether it was justified or not, even the IT department itself found it difficult to tell. The team needed to ensure they were delivering what the business needed and then be able to better demonstrate...; Tags: Information Technology, Axios Systems, ITIL, Team Management, Service Level Management, It Services, Strategy, Management, It Operations, It service Management; Case studies 2009-04-20
Horizon CRM 2.00.970 (Windows): Powerful CRM with links to Sage and Quickbooks with the following features: Contact Management, Marketing Campaigns, Opportunities, Quotations, Sales Orders, Invoicing, Purchase Orders, Links to Sage Line 50 and Quickbooks, Diary, Email Centre, Document Library, Help Desk with Knowledge Base, Service Level Agreements, Customer asset tracking, RMA, and Issue tracking....; Tags: Intuit QuickBooks, Microsoft Windows, CRM, Visionbase Software, Help Desk, Advertising & Promotion, Customer Relationship Management (CRM), Service Level Management, Enterprise Software, It Operations, Marketing, Software, It service Management; Software downloads 2009-04-08
SLA Monitoring in the Customer Service Environment: Meeting the Challenges With Operational Business Intelligence: Putting customer needs in writing via a Service Level Agreement SLA can help ensure customer satisfaction, even in the customer service environment. The SLA defines what the company will deliver to customers, thus providing a clear view of what the company must achieve. Yet monitoring compliance with SLAs can be...; Tags: Business Intelligence, Customer Service, SLA, Service Level Management, It Operations, It service Management; White papers 2009-04-01
New HP ITSM Software Boosts Time-to-Resolution and Service Level Delivery at Major Managed Services Provider: InTechnology plc, a leading UK provider of IT and telecommunications managed services, offers a diverse portfolio of hosted voice and data services via its quality, end-to-end Internet Protocol IP network. InTechnology plc wanted to align its business processes more closely with IT Infrastructure Library ITIL and offer customers improved service...; Tags: Software, Hewlett-Packard Co., InTechnology Plc., ITIL, It Services, Service Level Management, Managed Hosting, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management; Case studies 2009-04-01