IT Service Management White Papers

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May 20, 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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The Value of ITIL® Certification sponsored by Global Knowledge WHITE PAPER: This white paper discusses the true value of ITIL certifications to both businesses and individuals. Inside, discover real-world examples of how ITIL certification brought forth specific organizational improvements while proving to be a worthwhile individual investment. Posted: 05 Feb 2013 \| Published: 05 Feb 2013 TOPICS: Careers \| Certification Programs \| IT Best Practices \| IT Departments \| IT Industry \| IT Infrastructure \| IT Management \| IT Managers \| IT Service Management \| IT Services \| IT Systems \| ITIL \| Training \| Training and Educational Services

CW Special Report on Oracle sponsored by ComputerWeekly.com WHITE PAPER: This special report, updated for 2012, gives an independent view of the challenges facing Oracle, its financial performance, the services it offers, its place in the IT market and its future strategy. Posted: 01 Feb 2013 \| Published: 01 Feb 2012 TOPICS: Apache \| Business Intelligence \| CRM \| Database Design \| Databases \| ERP \| ERP Software \| IT Asset Management \| IT Asset Management Software \| IT Management Services \| IT Managers \| IT Service Management \| Java \| Linux \| Linux Server Hardware \| Oracle (Product) \| PeopleSoft (Product) \| Solaris \| Virtual Machine

HP Application Services - Service Area Overview - Connect and grow to create seamless, secure, and context-aware experiences sponsored by Hewlett-Packard Limited WHITE PAPER: Access this whitepaper to learn how third-party IT services can drastically ease the pain of modernizing your IT portfolio. Posted: 30 Jan 2013 \| Published: 31 Dec 2011 TOPICS: Application Portfolio Management \| Applications Management \| Applications Management Services \| IT Infrastructure \| IT Management \| IT Management Services \| IT Outsourcing Services \| IT Service Management

ITSM Trends Survey 2012: The State of the Dev-Ops Union sponsored by SERENA Software, Inc. WHITE PAPER: Today, IT teams are pressured to adapt their ITSM strategies to optimize service delivery for online applications that are increasingly becoming the face of the business. Read this report to learn how the disconnect between development and operations severely impacts your ability to rapidly deliver and maintain these business-critical applications. Posted: 30 Jan 2013 \| Published: 30 Nov 2012 TOPICS: Application Performance Management \| Application Performance Management Software \| IT Service Management \| Web Applications Management

Software Education Series Part One: A Guide to Service Catalogues sponsored by Cherwell WHITE PAPER: This white paper offers key insight into how you can create a service catalogue, and even provides an easy-to-use service catalogue template. Read now to learn why a properly implemented service catalogue will not only benefit your business, but your customers as well. Posted: 25 Jan 2013 \| Published: 23 Jan 2013 TOPICS: CIOs \| IT Best Practices \| IT Consulting Services \| IT Infrastructure \| IT Management \| IT Management Services \| IT Outsourcing Services \| IT Service Management \| IT Services \| Service Creation Tools \| Service Level Management

Evaluating ITIL Help Desk/Service Desk Software Top 10 Considerations sponsored by Cherwell WHITE PAPER: This white paper demystifies some of the common misconceptions surrounding help desk software selection. Inside, you'll find the top ten considerations for evaluating a help desk software solution. Posted: 24 Jan 2013 \| Published: 24 Jan 2013 TOPICS: IT Best Practices \| IT Consulting Services \| IT Departments \| IT Industry \| IT Infrastructure \| IT Management \| IT Management Services \| IT Managers \| IT Outsourcing Services \| IT Service Centers \| IT Service Management \| IT Services

Empowering People on the Move - The Delivery of tomorrow's Business Services sponsored by Cherwell WHITE PAPER: This white paper takes an in-depth look at ways mobile services can actually improve how technology services are delivered into the business. Read now to learn how your IT department can adapt to the mobile business climate by delivering user-driven business services that promise to improve efficiency, innovation and profit. Posted: 24 Jan 2013 \| Published: 24 Jan 2013 TOPICS: IT Best Practices \| IT Departments \| IT Industry \| IT Infrastructure \| IT Management \| IT Management Services \| IT Managers \| IT Outsourcing Services \| IT Service Centers \| IT Service Management \| IT Services \| IT Systems \| Mobile Device Management \| Mobile Workers

Tackling the New Normal through Unified Infrastructure Management sponsored by CA Technologies. WHITE PAPER: This whitepaper lays out vital information that IT professionals need in order to implement effective infrastructure management. Read now to discover the key challenges involved, how to unify the infrastructure management framework, the tools available to help you, and more. Posted: 30 Nov 2012 \| Published: 30 Nov 2012 TOPICS: Bandwidth Management \| Infrastructure Management \| IT Best Practices \| IT Infrastructure \| IT Management \| IT Service Management \| Network Monitoring

CW Buyers Guide: Green IT sponsored by ComputerWeekly.com WHITE PAPER: This six-page Buyer’s Guide to Green IT helps CIOs and senior IT professionals to identif y the issues around going green and explains the pros and cons of using third-party facilities to run IT services. Posted: 29 Nov 2012 \| Published: 26 Jan 2011 TOPICS: IT Management Services \| IT Service Management \| IT Systems \| IT Utility Services

The 2012 Application & Service Delivery Handbook sponsored by CA Technologies. WHITE PAPER: Take control of your apps and start improving service delivery today with the help of this handbook. Filled with best practices, common challenges and planning tips, this resource has the tools you need to help ensure things are running smoothly. Read on to get started. Posted: 27 Nov 2012 \| Published: 31 Jul 2012 TOPICS: Application Deployment \| Application Life-Cycle Management \| Application Monitoring \| Application Performance Management \| Cloud Computing \| IT Service Management \| Mobile Device Management \| Server Virtualization

The Modern CIO: Leading the Way sponsored by ServiceNow WHITE PAPER: Top IT leaders and CIOs from around the globe gathered to discuss technology advances and increased business demands. Topics also discussed: selecting new technologies for today's needs, the CIO's strategic role, people's role in IT today and the social enterprise. Posted: 20 Nov 2012 \| Published: 20 Nov 2012 TOPICS: Business Development \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Process Reengineering \| Business Processes \| CIOs \| IT Asset Management \| IT Best Practices \| IT Infrastructure \| IT Management \| IT Service Management

Next Gen IT and the Cloud sponsored by ServiceNow WHITE PAPER: Find out how next-gen IT solutions are flexible, intuitive, social and powerful – and how IT in the cloud will help your organization not only keep up with today's complex IT ecosystem, but manage it more efficiently than ever before. Posted: 20 Nov 2012 \| Published: 20 Nov 2012 TOPICS: Business Architectures \| Business Development \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Automation Software \| Business Process Management \| Business Processes \| Business Service Management \| IT Asset Management \| IT Best Practices \| IT Industry \| IT Infrastructure \| IT Management \| IT Managers \| IT Service Management \| IT Services \| IT Systems \| IT Workforce

Runbook Automation: Helping Modern IT Accelerate Business sponsored by ServiceNow WHITE PAPER: Without high levels of automation, virtual machines and cloud services will quickly grow out of control. An evolved approach to automation erases the barriers between people, process and technology and drives more efficiency into the business. Posted: 20 Nov 2012 \| Published: 20 Nov 2012 TOPICS: Business Architectures \| Business Environment \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Processes \| Business Service Management \| IT Asset Management \| IT Asset Management Software \| IT Best Practices \| IT Industry \| IT Infrastructure \| IT Management \| IT Service Management

Boost IT Visibility & Value with Service Catalog sponsored by ServiceNow WHITE PAPER: "Many CIOs are being pressured to demonstrate IT value. A service catalog can help you promote your services in a way the business can easily understand. It will become your service management foundation that can boost IT visibility and constantly demonstrate IT value to the business." Posted: 20 Nov 2012 \| Published: 20 Nov 2012 TOPICS: Business Architectures \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Automation \| Business Process Management \| Business Service Management \| CIOs \| IT Asset Management \| IT Best Practices \| IT Infrastructure \| IT Management \| IT Service Management \| IT Services \| IT Systems

Guide to Social IT Basics sponsored by ServiceNow WHITE PAPER: When IT organizations utilize social media, it can efficiently help more people inside and outside the data center quickly access more services and knowledge. Combine people's knowledge and good will and the essence of information technology service management (ITSM) can be more fully realized. Posted: 20 Nov 2012 \| Published: 20 Nov 2012 TOPICS: CIOs \| Collaboration \| Collaborative Applications Software \| Collaborative Commerce \| Data Center Management \| Data Centers \| IT Best Practices \| IT Industry \| IT Infrastructure \| IT Management \| IT Management Services \| IT Service Management \| ITIL \| Social Computing \| Social Networking

SWISSCOM CORPORATE CUSTOMERS GET CHOICE OF MANAGED CLOUD OR ON-PREMISES UNIFIED COMMUNICATIONS sponsored by Hewlett-Packard Limited WHITE PAPER: Read this whitepaper as it discusses a real world case study of a large corporation who utilized managed services to improve their IT by unifying communications and portal environments for easier collaboration, and also offering easier and secure access to latest versions of desktop solutions. Posted: 07 Sep 2012 \| Published: 31 Jul 2012 TOPICS: Cloud Computing \| Cloud Management \| Cloud Storage \| Cloud Storage Services \| Cloud Storage Strategy \| Data Center Management \| Data Centers \| IT Infrastructure \| IT Management \| IT Management Services \| IT Outsourcing Services \| IT Service Management \| IT Services \| Platform as a service

Service area overview - Connect and grow to create seamless, secure, and context-aware experiences sponsored by Hewlett-Packard Limited WHITE PAPER: Access this whitepaper to learn how instead of just treading water with IT services to utilize IT services can make applications, infrastructure, and information fuel key business processes. Posted: 07 Sep 2012 \| Published: 30 Dec 2011 TOPICS: Data Center Infrastructure Efficiency \| Data Center Management \| Data Centers \| Infrastructure as a Service (IaaS) \| Infrastructure Management \| Infrastructure Services \| IT Infrastructure \| IT Management \| IT Management Services \| IT Outsourcing Services \| IT Service Management \| IT Services

MoD information infrastructure program on target to deliver direct financial savings in excess of £1,600m ($2,630M USD) sponsored by Hewlett-Packard Limited WHITE PAPER: This whitepaper discusses a real world case study of the UK Ministry of Defense and their successful retire of legacy IT systems and implementation of a single, secure information infrastructure. Posted: 07 Sep 2012 \| Published: 31 May 2012 TOPICS: Infrastructure as a Service (IaaS) \| Infrastructure Management \| Infrastructure Services \| IT Infrastructure \| IT Management \| IT Management Services \| IT Outsourcing Services \| IT Service Management

See how “IT as a Service” Applies to your Enterprise: Enterprise Cloud Services− Virtual Private Cloud Proof of Concept sponsored by Hewlett-Packard Limited WHITE PAPER: Read this white paper to learn how you can test out enterprise cloud services – specifically the virtual private cloud – and see how it performs in conjunction with your current systems. Posted: 16 Aug 2012 \| Published: 16 Aug 2012 TOPICS: Business Processes \| Cloud Computing \| Cloud Management \| IT Best Practices \| IT Infrastructure \| IT Service Management \| IT Systems \| Private Cloud \| Private cloud computing

ESG: The Changing Landscape of Desktop Virtualization sponsored by VMware, Inc. WHITE PAPER: Desktop virtualization is quickly becoming a top IT priority as businesses of all sizes adapt to the proliferation of endpoint devices, mobilization of the workforce, and simplified endpoint management. Access this white paper to learn more about the benefits of desktop virtualization. Posted: 14 Aug 2012 \| Published: 29 Feb 2012 TOPICS: Data Center Management \| Data Center Networking \| Data Centers \| Desktop Management \| Desktop Virtualization \| Desktop Virtualization Software \| IT Infrastructure \| IT Management \| IT Management Services \| IT Service Management \| IT Services

Technology solutions from HP Enterprise Services drive continued success of Everest Funeral Planning sponsored by Hewlett-Packard Limited WHITE PAPER: Read this white paper to learn how one developing organization designed a solution platform to leverage the latest in technology advances in cloud computing for an innovative, technology-enabled business model. Discover how they transformed an industry through vision and technology. Posted: 10 Aug 2012 \| Published: 31 May 2012 TOPICS: Cloud Computing \| Cloud Management \| Cloud Storage \| Cloud Storage Services \| Cloud Storage Strategy \| Data Center Management \| Data Centers \| IT Infrastructure \| IT Management \| IT Service Management \| IT Services \| IT Systems

Enterprise Services for Cloud Computing sponsored by Hewlett-Packard Limited WHITE PAPER: Enterprise cloud services are the answer to transforming IT environments to overcome top business challenges and achieve organizational success. Access this resource to discover easy-to-use, flexible, and accessible cloud tools that can move your organization forward to meet mission success. Posted: 10 Aug 2012 \| Published: 31 May 2012 TOPICS: Cloud Computing \| Cloud Management \| Cloud Storage \| Cloud Storage Services \| Cloud Storage Strategy \| Data Center Infrastructure Efficiency \| Data Center Management \| Data Centers \| IT Management Services \| IT Service Management

How Virtualization and Cloud Computing Move SMBs Forward sponsored by VMware, Inc. WHITE PAPER: This white paper explores the opportunities for small and medium-size businesses to break through perceived technology barriers and achieve greater business success through virtualizations. Posted: 08 Aug 2012 \| Published: 29 Jun 2012 TOPICS: Data Center Design \| Data Center Infrastructure Efficiency \| Data Centers \| IT Asset Management \| IT Asset Management Software \| IT Infrastructure \| IT Management \| IT Management Services \| IT Service Management \| IT Services \| Small Businesses

Empowering business mobility through virtualization sponsored by Citrix WHITE PAPER: Desktop and application virtualization can help you embrace workshifting, consumerization, Bring Your Own Device (BYOD) and other mobile initiatives without sacrificing security. This white paper explores the factors of a successful mobility project and explains how you can craft comprehensive BYOD policies. Posted: 27 Sep 2012 \| Published: 22 Jun 2012 TOPICS: Applications Management \| Desktop Applications Management \| Desktop Virtualization \| IT Infrastructure \| IT Service Management \| Mobile Device Management \| Remote Access Security

The Perfect Combo: ITIL, I.T. Service Management, and Social Media sponsored by BMC Software, Inc. WHITE PAPER: Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction. Posted: 20 Aug 2012 \| Published: 20 Aug 2012 TOPICS: Customer Service \| Help Desk Management \| Help Desks \| Infrastructure Management \| IT Infrastructure \| IT Service Management \| ITIL

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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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