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Tango/04 Computing Group Case Study: Capgemini
White Paper The company embarked on an ambitious project to implement ITIL best practices in order to ensure the delivery of high service levels to all its customers. The selected framework failed to provide the comprehensive IT management capabilities... [04 Aug 2008]
Implementing BSM: Keep the Big Picture in Mind if You Want to Reap the Full Bene?ts
White Paper Forrester has identified the most common stages of a BSM strategy and the varying stages of adoption for each stage and technology: IT asset management; ITIL processes; service-level management; auto-discovery and the CMDB; and business process... [04 Aug 2008]
Improve visibility, control and automation with IBM Service Management
White Paper IBM Service Management solutions, like the IBM Service Management Stimulator Workshop, help organizations leverage ITIL best practices and realize predictable results, greater efficiency, improved value and reduced risks. [01 Aug 2008]
Danone on health kick with Itil
Case Study Danone has improved the management and development of its IT infrastructure after implementing an IT infrastructure library (Itil) framework. Kollig added: "For the harmonisation of processes it became clear relatively quickly that the best... [30 Jul 2008]
Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.
White Paper By deploying a service desk solution with integrated incident, problem and change management processes based on ITIL best practices, ITGI has been able to standardize and optimize key service desk functions. [18 Jul 2008]
BMC Remedy IT Service Management Suite Rings in Service Improvements
White Paper Telkomsel wanted an IT service management solution based on IT Infrastructure Library (ITIL) best practices to provide a platform for improved customer service. The company deployed BMC software for its solution and implemented BMC Remedy IT... [11 Jul 2008]
Is ITIL the Equivalent to "IT Service Management"?
White Paper When reading the ITIL books you will often find the phrases of "Management of IT Services" or "IT Service Management". The independent worldwide organization that supports ITIL is ITSMF, is using IT Service Management in its name. [03 Jul 2008]
Edith Cowan University: HP OpenView Chalks Up Success With University Helpdesk
White Paper Edith Cowan University is taking a scholarly approach to the re-engineering of its IT helpdesk by implementing Hewlett-Packard's (HP) OpenView Service Desk solution based on the IT Infrastructure Library (ITIL) Framework. [03 Jul 2008]
IBM and the IT Infrastructure Library: How IBM Supports ITIL and Provides ITIL-Based Capabilities and Solutions
White Paper IBM Global Services applies a unique combination of skills, assets, and methods to help ensure we successfully apply our capabilities in implementing ITIL best practices in our clients' service management programs. [03 Jul 2008]
Mastering IT Service Reporting for Maximum Returns
White Paper This Webcast will discuss: while the best practices and guidelines provided by MOF (Microsoft Operations Framework) and ITIL (IT Infrastructure Library) are comprehensive, understanding how this maps to your systems management tools may need... [03 Jul 2008]
Problem Management: A CA IT Service Management Process Map
White Paper CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. Each paper discusses how to navigate a particular ITIL process journey, reviewing each process activity that must be addressed in... [03 Jul 2008]
IT Service Management (ITSM) Solution Builder
White Paper Use the ITSM Solution Builder and get a customized report providing real-world advice on implementing ITIL processes and Mercury solutions to help your organization align IT to business goals. Want to learn proven best practices for developing a... [03 Jul 2008]
Fujitsu Outsourcing Customers Enjoy Best-Practice Service Management With ITIL
White Paper ITIL is a commonsense, business-oriented approach to delivering high-quality technology services. The Library provides a set of defined processes for delivering or supporting IT services, covering items such as incident, change, problem, service... [03 Jul 2008]
ITIL for Service Management
White Paper ITIL (IT Infrastructure Library) is being adopted in ever larger numbers of organizations as a framework for IT Service Management process definition and structure. During this webinar, Pink Elephant, a respected resource for ITIL information in... [03 Jul 2008]
Structured Service Delivery - You Can Bet on ITSM
White Paper It has successfully switched its central IT organisation over to ITIL-based processes. The changeover from technology management to customer/ process-oriented IT Service Management frees up IT employees and paves the way for Service Level... [03 Jul 2008]
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