service desk availability management
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SunTone Certification Strengthens SP's Market Potential
White Paper The business benefits were SunReady Availability Assessment, Service Management Consulting Design and build help desk SunTone certification, Sun training on Sun Fire 6800 administration, SunSpectrum Platinum agreement. [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]
BridgeAudit IT Enterprise Management Solution
White Paper Customer service levels are improved as help desk technicians have immediate access to client information. The BridgeAudit component, used in conjunction with BridgeTrak, can aid your help desk in gaining a competitive edge. [03 Jul 2008]
A Practical Roadmap to Higher Quality
White Paper For instance, quality metrics directly impact such ITIL disciplines as Incident, Problem and Availability management, Service Level Management, Capacity Management, and even basic Help Desk support. Cost baselines can directly impact Service Level... [12 Dec 2007]
A Practical Roadmap to Higher Quality
White Paper For instance, quality metrics directly impact such ITIL disciplines as Incident, Problem and Availability management, Service Level Management, Capacity Management, and even basic Help Desk support. Cost baselines can directly impact Service Level... [12 Dec 2007]
IT Service Management
White Paper IT service management defines the individual constituents of production operations as follows: service desk, incident management, problem management, configuration management, change management, release management, capacity management, financial... [23 Jul 2007]
BMC Performance Manager
White Paper 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... [18 May 2007]
CA Relies on Its Own Unicenter Network and Systems Management r11.1 and Unicenter Service Desk r11.2 Solutions to Ensure Service Availability Company-Wide
White Paper This was solved by implementation of CA's Unicenter Network and Systems Management (NSM) r11.1 solution and CA's Unicenter Service Desk r11.2 - a solution set from the company's Business Service Optimization offerings. [08 Mar 2007]
CA Solutions Enable IT Staff at Mission Consolidated ISD to Accomplish More With Less
White Paper CISD leveraged CA's integrated operations management solution - Unicenter Asset Management, Unicenter Software Delivery and Unicenter Remote Control, Unicenter ServicePlus Service Desk, and Unicenter Network and Systems Management to help overcome... [08 Mar 2007]
IT Services Management Service Brief: ITSM Assessment
White Paper The main objective of this service is to assess and plan for tactical and strategic technology infrastructure in the selected ITSM areas which includes but are not limited to ITIL Service Delivery areas (availability, service continuity, capacity... [19 Apr 2006]
British American Tobacco Ensures High Availability of Its CRM Application
White Paper After evaluating a number of monitoring and management solutions, BAT France chose HP OpenView Operations as well as the Help Desk, Change Management and Service Level Management modules of HP OpenView Service Desk. [05 Apr 2006]
Optimizing ITIL With SRM: Service Resolution Management for the Next-Generation Service Desk
White Paper SRM processes and technologies complement and augment ITIL with Knowledge Management (KM) and business process support to address the core issues required to deliver an efficient and strategic Service Desk. [21 Mar 2006]
HP Case Study: Porto Editora, Portugal
White Paper Backstage, correlating service call tracking with IT inventory management, HP OpenView Service Desk saves the IT team of Porto Editora a considerable amount of time and effort, enabling help desk operators to instantly identify affected IT assets... [15 Mar 2006]
University of Wisconsin Moves From Reactive to Proactive IT Management With HP OpenView
White Paper UW - Madison is also implementing HP OpenView Service Desk to help manage Service Level Agreements (SLAs). High availability and reliability of network services are as essential in education as they are in financial services, manufacturing or... [14 Mar 2006]
Procter & Gamble Touts IT Services Model, Saves $500 Million
White Paper Among the IT processes ITIL addresses are: service-level management, capacity management, contingency planning, availability management, cost management for IT services, configuration management, problem management, change management, help desk... [14 Mar 2006]
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