itsm
RSS itsmLeveraging HP IT Service Management to Enable IT Asset Management
White Paper This paper discusses the ability of IT organizations to leverage their investment in IT Service Management (ITSM) to enable enterprise IT Asset Management (ITAM). This paper reviews in detail IT Asset Management and the supporting processes... [02 Sep 2008]
Knowledge Management and ITIL: Creating the Adaptive Organization
White Paper The Information Technology Infrastructure Library (ITIL) provides organizations with a framework for consistent IT Service Management (ITSM) over time. Knowledge Management principles complement and augment the ITIL framework, especially in the... [02 Sep 2008]
ITIL v2 to v3 - is it worth it?
White Paper ITIL has become the most widely adopted Best Practice framework for ITSM. The recent ITIL V3 refresh has sparked renewed interest but, although many are aware of the new version, the majority are unsure as to how, or even if, it will affect them. [11 Aug 2008]
One of the World's Leading Financial Custody Solution Providers Turns to BMC Software for Best-Practice IT Service Management
White Paper After extensive competitive analysis, Information Mosaic deployed BMC software for its solution and implemented BMC ITSM Express which offered the necessary functionality and flexibility to support the company's external custody customers and... [11 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]
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. This paper is one of 10 ITSM Process Map white papers. One uses the analogy of subway or underground system transport maps to... [03 Jul 2008]
Structured Service Delivery - You Can Bet on ITSM
White Paper Roche Diagnostics GmbH Roche, one of the world's leading healthcare companies focused on innovation and specialising in pharmaceuticals and diagnostics. It has successfully switched its central IT organisation over to ITIL-based processes. [03 Jul 2008]
The Ontario Ministry of Transportation: Standardized and Streamlined Service Desk Delivers Improved Service and Functionality to the End User
White Paper Burntsand conducted a thorough analysis of MTO’s existing technology and processes and recommended the implementation of a Computer Telephony Integrated Service Desk built around Remedy Corporation’s ITSM (IT Service Management) System. [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 solutions were desktop application support, helpdesk services, desktop services (onsite), email and calendaring, LAN/WAN management, server, storage and data center administration, implementation of Enterprise management tools framework and... [03 Jul 2008]
Remedy Worldwide Customer Support Receives Top IT Priority With Business Service Management
White Paper The Remedy ITSM Suite for the Enterprise, which includes Remedy Help Desk, Remedy Service Level Agreements, Remedy Asset Management, and Remedy Change Management, provides a comprehensive set of integrated solutions for managing and maintaining... [03 Jul 2008]
Alfa Bank Leverages ITSM for Business Success
White Paper Embracing a wide range of tasks, the ITSM solution addressed the most pressing problems facing Alfa Bank. HP Consulting delivered the project through HP ITSM implementation methodologies. The implementation plan was based on the results of HP'S... [03 Jul 2008]
ITIL/ITSM Assessment: Evaluate Your Service Management Process Against Industry Best Practices
White Paper The INS ITIL/ITSM Assessment service provides a complete evaluation and review of your current process capability against the IT Infrastructure Library (ITIL), which is a comprehensive documentation of best practices within the framework of IT... [03 Jul 2008]
IT Services Management: Achieving Service Excellence by Leveraging ITSM and Six Sigma
White Paper IT expenses are growing at a significantly faster rate than any other portion of the business and is now a significant component of the cost of doing business. The IT organization has been unable to determine the cost of delivering and supporting... [03 Jul 2008]
IT Service Management: An Overview
White Paper The purpose of this paper is to provide the reader with an introduction to the field of IT Service Management (ITSM) using the best practice guidelines of the IT Infrastructure Library (ITIL). The paper examines the rationale behind the development... [03 Jul 2008]
International Network Services Case Study: Global Logistics Organization
White Paper Therefore, while this organization is already a market leader, at a strategic level, management was looking to improve the efficiency and effectiveness of the IS organization by adopting best practices and industry standards, namely Information... [03 Jul 2008]
