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IT Service Management

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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 ManagementWhite Papers (View All Report Types)
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Cloud Computing: Changing the Role and Relevance of IT Teams
sponsored by Data#3
WHITE PAPER: In this informative resource, take a look at how the business computing landscape is changing as a result of cloud adoption, and learn how IT leaders can harness the power of the cloud to reclaim their relevance and reach success.
Posted: 03 Apr 2014 | Published: 31 Jan 2014

Data#3

Boost IT Visibility & Value with Service Catalog
sponsored by ServiceNow
WHITE PAPER: This whitepaper details how a service catalog can help you demonstrate the value of your IT department.
Posted: 28 Mar 2014 | Published: 25 Mar 2014

ServiceNow

Validating VoLTE: A Definitive Guide to Successful Deployments
sponsored by Ixia
WHITE PAPER: Access this guide for an extensive framework and step-by-step approach for thoroughly evaluating all aspects of a voice-over LTE implementation.
Posted: 07 Mar 2014 | Published: 07 Mar 2014

Ixia

Measure your ITSM Investments
sponsored by Hewlett-Packard Company
WHITE PAPER: This whitepaper covers how to transform your IT service management approach to better align with business goals. It also presents a customer-centric ROI method.
Posted: 06 Mar 2014 | Published: 10 Jan 2013

Hewlett-Packard Company

How to Deal With a Perfect Storm of Disruption in the Managed Services Business
sponsored by N-able Technologies
WHITE PAPER: This guide explores some practical strategies for adapting your services to the rapid IT changes your customers are facing and how you can continue to provider top-notch services.
Posted: 28 Feb 2014 | Published: 31 May 2013

N-able Technologies

Solitaire Interglobal: System z and Managed Service Providers
sponsored by IBM
WHITE PAPER: This white paper showcases the real-world impact for MSP businesses that deploy IBM's System z to host customer IT operations. Inside, you'll discover how this platform stacks up in areas such as costs, run times, resource utilization, and more. Read on to determine if you should consider this platform for an MSP infrastructure deployment.
Posted: 19 Feb 2014 | Published: 19 Feb 2014

IBM

Consolidate IT infrastructure to improve efficiency
sponsored by Hewlett-Packard Limited
WHITE PAPER: View this case study to learn how Banc Sabadell consolidated the management and operations of their infrastructure and immediate platforms -- previously a heterogeneous mixture of tools and technology. Discover the services and technology they implemented, and explore the benefits they experienced as a result.
Posted: 13 Feb 2014 | Published: 31 Jul 2013

Hewlett-Packard Limited

3 Tough Questions to Ask Your ICT Support Provider to Ensure Its Services Match Your Needs
sponsored by Dimension Data
WHITE PAPER: This whitepaper reviews 3 tough questions to ask your IT services provider to ensure that they are meeting your organizational needs.
Posted: 03 Feb 2014 | Published: 03 Feb 2014

Dimension Data

6 Ways to Expand Your Managed Services Offering and Boost Revenue
sponsored by LabTech Software
WHITE PAPER: To remain relevant in the world of IT today, you need to think big. Access this eBook today, which introduces six must-have services that will boost your bottom-line and provide far-reaching benefits to your clients.
Posted: 31 Jan 2014 | Published: 31 Dec 2013

LabTech Software

Create Unified Management From a Single Control Point Virtualization and Cloud Management
sponsored by HP and Intel
WHITE PAPER: This whitepaper covers the importance and difference management makes in cloud and virtual environments and offers a solution that will provide open management.
Posted: 31 Dec 2013 | Published: 14 Aug 2013

HP and Intel

Take the Fast-Track to the Benefits of Cloud Computing
sponsored by HP and Intel
WHITE PAPER: This whitepaper covers the transformation of IT to IT-as-a-Service that comes with cloud computing and a solution that can get you there.
Posted: 30 Dec 2013 | Published: 30 Dec 2013

HP and Intel

Emerging Markets Are Upbeat on Cloud
sponsored by Cisco Systems, Inc.
WHITE PAPER: This whitepaper details the results of an extensive study that was conducted to find out the impact of new trends on IT consumption.
Posted: 17 Dec 2013 | Published: 07 Oct 2013

Cisco Systems, Inc.

Cisco Global Cloud Index Q&A
sponsored by Cisco Systems, Inc.
WHITE PAPER: This whitepaper is a Q&A about the Cisco cloud index that will give you a full understanding of how it works and how you can use it to help you run your data center.
Posted: 11 Dec 2013 | Published: 11 Dec 2013

Cisco Systems, Inc.

Magic Quadrant for On-Premises Application Platforms
sponsored by Red Hat
WHITE PAPER: This Gartner Magic Quadrant examines the leading application infrastructure vendors that provide IT developers and architects with complete end-to-end support for application projects for enterprise use.
Posted: 10 Dec 2013 | Published: 09 Dec 2013

Red Hat

IT Solutions Provider Helps Boost System Performance and Security for Travel Industry Leader with vShield Implementation
sponsored by VMware
WHITE PAPER: This case study covers a solution that can help reduce management complexity in your virtualized data center and improve security.
Posted: 03 Dec 2013 | Published: 03 Dec 2013

VMware

Transform IT With Three Imperatives
sponsored by ServiceNow
WHITE PAPER: This whitepaper covers the growing importance of IT to organizations and the need to turn the department into a business enabler.
Posted: 26 Nov 2013 | Published: 26 Nov 2013

ServiceNow

EMA/CXP Research Report: The Changing Role of the Service Desk in the Age of Cloud and Agile
sponsored by IBM
WHITE PAPER: This whitepaper reveals the results of a study that will show you how and why your IT service desk needs to adapt to the times.
Posted: 02 Apr 2014 | Published: 10 Apr 2013

IBM

Exploring Business and IT Friction: Myths and Realities
sponsored by BMC Software, Inc.
WHITE PAPER: This whitepaper explores the sources of friction between business users and IT and offers up recommendations on how to adjust your strategy to minimize these problems.
Posted: 27 Feb 2014 | Published: 17 Apr 2013

BMC Software, Inc.

Core HR: The Foundation for Business Alignment
sponsored by SuccessFactors
WHITE PAPER: This research brief examines the challenges facing HR, and details how to lay the technology foundation to support successful core HR service delivery.
Posted: 25 Feb 2014 | Published: 30 Jun 2013

SuccessFactors

The Perfect Combo: ITIL, ITSM and Social Media
sponsored by BMC Software, Inc.
WHITE PAPER: This whitepaper details how social media is changing IT and covers the value it can bring to your service desk.
Posted: 24 Feb 2014 | Published: 24 Feb 2014

BMC Software, Inc.

The Future of IT: A Customer First Approach
sponsored by BMC Software, Inc.
WHITE PAPER: This whitepaper covers a new approach IT has to take in treating its internal users like customers, focusing on and catering to their needs.
Posted: 17 Feb 2014 | Published: 13 Feb 2013

BMC Software, Inc.

Dell Performance Analysis Collection Kit
sponsored by Dell, Inc.
WHITE PAPER: This whitepaper details a tool that can help you feel confident in your mission-critical IT solution decisions.
Posted: 27 Dec 2013 | Published: 13 Dec 2013

Dell, Inc.

IT Service Management Case Study: Making The Transition From On Premises To SaaS With BMC
sponsored by BMC Software
WHITE PAPER: This exclusive case study covers a company that took their outdated ITSM tools and used SaaS to improve their organization.
Posted: 20 Dec 2013 | Published: 06 Mar 2013

BMC Software

Want Personalized Service Delivery? Consider MyIT.
sponsored by BMC Software
WHITE PAPER: This whitepaper covers how users demand the same availability and performance from their work IT services and applications as they find from those they use in their spare time.
Posted: 20 Dec 2013 | Published: 20 Dec 2013

BMC Software

POSCO ICT builds agile IT Infrastructure with Red Hat Solutions on Intel XEON Severs
sponsored by Red Hat and Intel
WHITE PAPER: In this case study, you’ll discover how one IT service provider was able to replace its complex IT infrastructure with Red Hat Enterprise Linux and Intel Xeon processor-based servers.
Posted: 17 Dec 2013 | Published: 17 Dec 2013

Red Hat and Intel
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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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