itil service support
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]
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]
Achieving a Cultural Revolution
White Paper The Service Support and Service Delivery ITIL publications refer to "service culture" as one in which the entire organization embraces the concept of service and customer care, where the satisfaction of customer requirements is the number one... [23 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]
DANONE Reduces Rollout Time for BMC Service Desk Express by 66 Percent With BMC Alignability for Service Desk Express
White Paper DANONE deployed BMC systems for its solution and implemented BMC Service Desk Express Suite to support IT Infrastructure Library (ITIL) best-practice methodologies and enable the company to deliver increased service desk performance, manageability... [11 Jul 2008]
Operating an NFL Football Stadium
White Paper Covestic performed an ITIL operations assessment to determine which areas needed improvement and to establish the appropriate priorities. In order to serve their business customers, it needed repeatable operations support processes and measurable... [03 Jul 2008]
The Ontario Ministry of Transportation: Standardized and Streamlined Service Desk Delivers Improved Service and Functionality to the End User
White Paper This fit well with the ITIL process requirements and with the MTO’s specific objectives to provide for incident, change, configuration, problem, and service level agreement management, as well as applications support. [03 Jul 2008]
How a Fortune 500 Corporation Successfully Used the Collaborative IT Sourcing (IT Co Sourcing) Approach as a Part of Its Overall Business Strategy to Achieve Operational Flexibility
White Paper The benefits were focus on meeting and exceeding SLAs, proactive infrastructure management, standardization of processes using the ITIL framework, re-badging of customer resources, enhanced visibility into infrastructure performance. [03 Jul 2008]
Mapping Aperture VISTA to ITIL
White Paper Aperture VISTA provides an integrated solution to manage and automate critical Service Support disciplines identified by ITIL, including Configuration Management and Change Management. Aperture supports the ITIL standards and definitions for... [03 Jul 2008]
Taking You Beyond ITIL BS15000 - The New Certification
White Paper It has been written by industry experts, many of whom are directly involved in the development and maintenance of ITIL, and with support from OGC. BS15000 is not a competitor, but instead a vital and necessary formalization of the key elements of... [03 Jul 2008]
Eye of the Storm Supports the IT Infrastructure Library (ITIL): Achieving Effective IT Service Management
White Paper This paper introduces the IT Infrastructure Library [ITIL], its components and impact on IT Service Management. Then it looks at the unique properties of Entuity's Eye of the Storm and how it aligns with ITIL best practices to ensure effective IT... [03 Jul 2008]
IT Infrastructure Library (ITIL): Align IT With Business Strategy and Drive Operational Improvements
White Paper The value of ITIL as a best practice framework is provided by broad service delivery and support recommendations, as well as by common definitions and terminology. ITIL guidance allows companies to standardize and leverage recognized best practices... [03 Jul 2008]
Delivering ITIL Best Practices Through IT Service Management
White Paper While ITIL also goes beyond IT service management, it features two volumes on the IT service management discipline at its core: service support and service delivery. The IT Infrastructure Library (ITIL) for IT service management began in 1989... [03 Jul 2008]
Getting Started With ITIL Best Practices: How Remedy IT Service Management for the Enterprise Delivers Out-of-the-Box ITIL Functionality
White Paper This paper outlines each ITIL process objective and highlight how Remedy applications directly support the implementation of ITIL. The use of Remedy IT Service Management as an ITIL best practice solution improves IT operational efficiency, reduces... [03 Jul 2008]
Implementing ITIL Best Practices: Mapping ITIL to Remedy Applications
White Paper Remedy's IT Service Management family of applications provides an integrated out-of-box solution for managing and automating critical service support and service delivery functions, including Service Desk, Incident Management, Problem Management... [03 Jul 2008]
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