IT Service Management White Papers

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May 24, 2013

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IT Service Management
ALSO CALLED: ITSM DEFINITION: IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models. ITIL (Information Technology Infrastructure … Definition continues below.
IT Service Management White Papers (View All Report Types)
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Real-time diagnostics for virtualized infrastructures sponsored by Hewlett-Packard Company WHITE PAPER: This brief resource demonstrates how IT executives can achieve unparalleled visibility into their virtualized infrastructures in order to troubleshoot performance issues quickly and effectively.Read now to learn how you can attain real-time insight into the underlying virtualized environment, including capacity and resource utilization. Posted: 23 May 2013 \| Published: 23 May 2013 TOPICS: IT Best Practices \| IT Departments \| IT Governance \| IT Infrastructure \| IT Management \| IT Management Services \| IT Service Management \| IT Services \| IT Spending

Maximize Uptime of Mission Critical IT Environments sponsored by Oracle Corporation WHITE PAPER: Access this resource today to discover how Oracle Advanced Monitoring and Resolution enables you to deliver quality IT services and high system performance that your business demands with the least risk of downtime. Discover how you can reduce risks and make IT operations costs predictable. Posted: 17 May 2013 \| Published: 31 Dec 2011 TOPICS: IT Service Centers \| IT Service Management \| IT Services \| Risk Management

Optimize your data center: Improve and maximize efficiency, save money sponsored by Hewlett-Packard Company WHITE PAPER: Explore the latest techniques for rejuvenating your aging, outdated data center to reduce operational costs – saving you valuable IT time and capital. Review the steps for modernizing your IT landscape from infrastructure and applications to management and monitoring. Posted: 13 May 2013 \| Published: 13 May 2013 TOPICS: Data Center Design \| Data Center Infrastructure Efficiency \| Data Center Management \| Energy Efficiency \| Infrastructure Management \| IT Infrastructure \| IT Management \| IT Service Management

Selecting the Correct SaaS-based IT Service Management Solution: Customers Share Experiences and Insights sponsored by Hewlett-Packard Company WHITE PAPER: This helpful resources examines the key factors you should consider when choosing a Software-as-a-Service (SaaS)-based IT Service Management (ITSM) technology, and provides examples of real experiences and lessons from users who have already implemented such a strategy. Posted: 10 May 2013 \| Published: 31 Dec 2012 TOPICS: Cloud Computing \| Cloud Management \| IT Management \| IT Service Management \| Software as a Service

Be a multi-sourced IT services broker sponsored by Hewlett-Packard Company WHITE PAPER: This white paper explores how CIOs can take advantage of a cloud-enabled, multi-vendor approach to IT service delivery, and offers guidance on how to buy and integrate these IT services to gain the most value for your business. Posted: 08 May 2013 \| Published: 31 Aug 2012 TOPICS: Application Integration \| Applications Management \| Business Service Management \| Cloud Computing \| IT Governance \| IT Management \| IT Outsourcing Services \| IT Service Management \| IT Services

10 Tech Skills Heading the Way of the Dinosaur - 2013 Edition sponsored by Global Knowledge WHITE PAPER: There are many articles devoted to what is hot in the IT industry, so we won't rehash them here. Instead, we will focus on skills that are going away. If these skills are all you have, soon you may be in an unemployment line. If these skills are the most recent ones you have, NOW is the time to update your skill set and prepare for the future. Posted: 08 May 2013 \| Published: 08 May 2013 TOPICS: Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Business Processes \| IT Asset Management \| IT Best Practices \| IT Infrastructure \| IT Management \| IT Service Management \| IT Services

Insight Public Sector And Education sponsored by Insight Public Sector and Symantec WHITE PAPER: Read this exclusive resource to uncover a leading IT service provider that can help your educational institution meet the changing demands of your unique IT environment. Posted: 06 May 2013 \| Published: 26 Jun 2012 TOPICS: IT Asset Management \| IT Infrastructure \| IT Management \| IT Management Services \| IT Outsourcing Services \| IT Service Management \| IT Services

Accelerating business service delivery through platform automation sponsored by Hewlett-Packard Company WHITE PAPER: If you're looking to improve your delivery of business services or your business-critical applications, you know that automation can help you achieve this goal. This informative white paper details how you can automate all necessary technologies to improve business services using a Database and Middleware Automation (DMA) software. Posted: 06 May 2013 \| Published: 28 Feb 2013 TOPICS: Business Process Automation \| Business Service Management \| Cloud Computing \| Database Management \| IT Service Management \| IT Services \| Middleware \| Software as a Service

Dimensional Research: IT Process Automation in Real Life: HP Customers Share Experiences sponsored by Hewlett-Packard Company WHITE PAPER: This report uses interviews from 14 customers using HP Operations Management software to examine the question of how far automation takes an organization in real implementations. Read on to discover the various benefits these users reported, including an in-depth look at the three most common experiences. Posted: 06 May 2013 \| Published: 31 Dec 2012 TOPICS: Application Integration \| Business Process Automation \| Business Process Automation Software \| Cloud Computing \| IT Service Management \| Software as a Service

Dimensional Research: Selecting the Correct SaaS-based IT Service sponsored by Hewlett-Packard Company WHITE PAPER: Many IT teams have turned to Software-as-a-Service (SaaS) providers for IT service management (ITSM) because of the well-known benefits, but businesses do not always see the desired results. This report highlights the key factors of determining if and to what extent a SaaS-based ITSM strategy can deliver the desired benefits for your organization. Posted: 06 May 2013 \| Published: 31 Dec 2012 TOPICS: Application Deployment \| Application Integration \| Cloud Computing \| Cloud Management \| IT Service Management \| ITIL

SmartCloud Control Desk: IBM Consolidates and Advances Its IT Service Management Offerings sponsored by IBM WHITE PAPER: This EMA analyst report explores the latest service management tools and technologies and examines the influence of the cloud, convergence and consumerization on the ITSM market. Posted: 02 May 2013 \| Published: 02 May 2013 TOPICS: Cloud Computing \| Cloud Management \| IT Management \| IT Management Services \| IT Service Management \| IT Services

Be a multi-sourced IT services broker sponsored by Hewlett-Packard Company WHITE PAPER: The short-term gains of ad hoc cloud adoption can quickly lead to long-term service integration and management pains without a well-developed cloud deployment plan. Review this essential resource to help guide you when designing your cloud service strategy. Posted: 01 May 2013 \| Published: 01 May 2013 TOPICS: Cloud Computing \| Cloud Management \| Data Center Design \| Data Center Infrastructure Efficiency \| Data Center Management \| IT Management \| IT Management Services \| IT Service Management \| ITIL \| Service Level Management

Seven Steps to Next-Gen Managed IT Services Success sponsored by N-able Technologies WHITE PAPER: Review the seven steps for developing innovative, next-gen managed IT services. Learn how to rethink and redesign your business model to leverage emerging technologies, enhance service offerings and grow your managed service business. Posted: 17 Apr 2013 \| Published: 17 Apr 2013 TOPICS: Channel Management \| IT Management \| IT Outsourcing Services \| IT Service Management \| IT Services \| Managed Security Services Providers

Trends in Managed Services Operations sponsored by N-able Technologies WHITE PAPER: Explore this MSP research report to gain a better understanding of the key trends in the managed service industry, the core business challenges for MSPs and the latest software tools that can help you enhance service offerings and customer satisfaction. Posted: 17 Apr 2013 \| Published: 17 Apr 2013 TOPICS: Channel Management \| Channel Management Software \| IT Management \| IT Outsourcing Services \| IT Service Management \| IT Services \| Managed Security Services \| Managed Security Services Providers

A guide on how to select an ITSM Software Solution in 2013 sponsored by Flycast Partners WHITE PAPER: This white paper is an essential resource for companies that are evaluating or investing in service desk software. Posted: 16 Apr 2013 \| Published: 16 Apr 2013 TOPICS: Data Center Management \| IT Service Management \| IT Services \| Systems Management

Transformation of IT Operations: Realizing IT as a Service through Comprehensive Cloud Services sponsored by Tier 3 WHITE PAPER: Forward-thinking IT departments are working together with cloud providers to integrate PaaS and IaaS models for a next-gen IT as a Service strategy. Realize the advantages of this unified cloud approach and learn about an advanced platform for deploying ITaaS environments. Posted: 04 Apr 2013 \| Published: 04 Apr 2013 TOPICS: Cloud Computing \| Cloud Management \| Infrastructure as a Service (IaaS) \| Infrastructure Management \| IT Management \| IT Management Services \| IT Outsourcing Services \| IT Service Management \| IT Services \| Platform as a service

HP Application Services - Service Area Overview - Connect and grow to create seamless, secure, and context-aware experiences sponsored by Hewlett-Packard Company WHITE PAPER: Access this whitepaper to learn how third-party IT services can drastically ease the pain of modernizing your IT portfolio. Posted: 03 Apr 2013 \| Published: 03 Apr 2013 TOPICS: Application Portfolio Management \| Applications Management \| Applications Management Services \| IT Asset Management \| IT Infrastructure \| IT Management \| IT Outsourcing Services \| IT Service Management

IBM z/OS Mainframe Security and Audit Management Using the IBM Security zSecure Suite sponsored by IBM WHITE PAPER: Discover how the IBM Security zSecure suite contains the components you need to manage your mainframe, monitor for threats, audit usage and configurations, and enforce policies to ensure compliance. Posted: 08 Mar 2013 \| Published: 31 Aug 2011 TOPICS: Application Security \| Applications Management \| Audit Trails \| Auditing (Finance) \| Compliance (Finance) \| Compliance (Systems Operations) \| IT Governance \| IT Service Management \| ITIL \| Mainframe Operating Systems \| Mainframe Server Hardware \| Regulatory Compliance \| Risk Assessment \| Risk Management \| Security \| Security Audits \| Security Best Practices \| Security Management \| Security Managers \| Security Policies \| Security Software \| Security Standards \| Security Systems \| Vulnerability Assessments \| Vulnerability Management

Pragmatic ITIL sponsored by CA Nimsoft WHITE PAPER: The right IT service management platform is key to realizing the maximum potential of your enterprise's IT Infrastructure Library (ITIL). Read this white paper to discover how you can get the most out of your ITIL in your organization with an easy-to-use platform, CA Nimsoft Service Desk. Posted: 06 Mar 2013 \| Published: 30 Sep 2012 TOPICS: Infrastructure Management \| IT Best Practices \| IT Governance \| IT Infrastructure \| IT Service Management \| ITIL

3 Common Pitfalls to SLM—And How to Avoid Them sponsored by CA Nimsoft WHITE PAPER: Access this essential resource to uncover the three major pitfalls in service level management and detailed advice for avoiding these roadblocks when deploying and managing your cloud services. Posted: 05 Mar 2013 \| Published: 05 Mar 2013 TOPICS: Cloud Computing \| Cloud Management \| Data Center Management \| IT Management \| IT Management Services \| IT Service Management \| IT Services \| Service Level Management

Cloud Monitoring and Service Management: Maximizing IT services and investments sponsored by CA Nimsoft WHITE PAPER: This white paper defines today's cloud market and reviews a cloud implementation roadmap to help guide you in adoption process. Learn more about advanced approaches for leveraging cloud monitoring and service management through IT management-as-a-Service and its impact on the IT department. Posted: 04 Mar 2013 \| Published: 04 Mar 2013 TOPICS: Cloud Computing \| Cloud Management \| IT Management \| IT Management Services \| IT Service Management \| IT Services

Succeed in the cloud with service lifecycle management sponsored by Hewlett-Packard Company WHITE PAPER: This paper shows that by accelerating the adoption and widening the footprint of service lifecycle management, IT can turn cloud into an opportunity to transition smoothly into a new world of hybrid delivery. It also presents five actions senior IT management can take to expedite this transition with minimal risk and disruption. Posted: 01 Mar 2013 \| Published: 01 Mar 2013 TOPICS: Business of Information Technology \| Business Process Automation \| Business Process Management \| Business Process Outsourcing \| Cloud Computing \| Cloud Management \| IT Asset Management \| IT Best Practices \| IT Departments \| IT Industry \| IT Infrastructure \| IT Management \| IT Outsourcing Services \| IT Service Management \| IT Services \| ITIL

Dimensional Research: IT Process Automation in Real Life: HP Customers Share Experiences sponsored by Hewlett-Packard Company WHITE PAPER: This white paper takes a look at the results of in-depth interviews with those well-versed in IT process automation. Hear from peers experienced with ITPA and uncover the real and substantial business benefits they've achieved. Posted: 01 Mar 2013 \| Published: 01 Mar 2013 TOPICS: Business Management \| Business of Information Technology \| Business Performance Management \| Business Process Automation \| Business Process Management \| Business Process Outsourcing \| Business Processes \| IT Best Practices \| IT Infrastructure \| IT Management \| IT Outsourcing Services \| IT Service Management

Dimensional Research: Selecting the Correct SaaS-based IT Service sponsored by Hewlett-Packard Company WHITE PAPER: This white paper examines the five key factors to consider when transitioning to SaaS-based ITSM including security, integration, implementation and deployment. In addition, gain advice from your peers who have already implemented cloud-based IT service offerings. Posted: 28 Feb 2013 \| Published: 28 Feb 2013 TOPICS: Cloud Computing \| IT Management \| IT Management Services \| IT Service Centers \| IT Service Management \| Software as a Service

Be a multi-sourced IT services broker sponsored by Hewlett-Packard Company WHITE PAPER: Access this white paper to learn about an advanced service integration and management (SIAM) model that can help reduce the costs and complexities of global multi-supplier IT environments. Discover key advice for becoming a successful IT service broker. Posted: 28 Feb 2013 \| Published: 28 Feb 2013 TOPICS: Cloud Computing \| Cloud Management \| IT Asset Management \| IT Management \| IT Management Services \| IT Service Management \| Portfolio Management (IT Management) \| Service Level Management

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IT SERVICE MANAGEMENT DEFINITION (continued): … Library) is a globally recognized collection of best practices for information technology (IT) service management.ITSM audits are based on analysis of four key performance indicators in specific ways: Growth and value, which involves tracking revenue growth against investment and utilization. Budget adherence, which involves optimizing the use of available funds and avoiding unnecessary expenditures. Risk impact, which involves identifying and evaluating the consequences of risks taken or avoided. Communication effectiveness, which involves examining customer feedback and gauging customer …
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