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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 Management Reports
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Next-Generation IT: What Does it Really Look Like?
sponsored by Avaya
RESOURCE: In this post, examine five pillars that serve as the foundation for next-generation IT. Access now to discover these pillars, as well as in-depth research on core IT architecture elements, including secure mobility, omnichannel, big data analytics, and more.
Posted: 27 Apr 2017 | Published: 20 Mar 2017

Avaya

The Digital Workspace: Strategies for the Future of Workplace IT
sponsored by Citrix
WHITE PAPER: By downloading this resource, you'll receive guidance on the key principles of digital workspace implementation, as well as market drivers, challenges, and employee experience to account for when reimagining desktop environments. Read on to capture the benefits of cloud-ready digital workspaces now.
Posted: 26 Apr 2017 | Published: 26 Apr 2017

Citrix

Williams Formula 1 Team Keeps Modernization on Track with Revamped Collaboration
sponsored by Dell EMC
CASE STUDY: Discover how the Williams Formula 1 team keeps modernization on track by revamping infrastructure to improve collaboration by executing a migration to Office 365, accompanied by hyper-converged architecture implementation. Read on to learn from Williams, and bolster your own collaboration toolset.
Posted: 25 Apr 2017 | Published: 31 Dec 2016

Dell EMC

The IT Transformation Questions Every CIO Should Ask
sponsored by Rackspace
RESOURCE: What does the business need most from IT in 2017? Download this resource to discover 6 questions every CIO should strive to answer to jump-start IT transformation, such as considerations around the unique needs of your industry vertical, cloud adoption, and more.
Posted: 21 Apr 2017 | Published: 21 Apr 2017

Rackspace

RACQ: Audit Scare Led to Software Cost Containment Drive
sponsored by Snow Software
CASE STUDY: Read on to analyze how one software asset management (SAM) tool empowers organizations to strategically manage, optimize and contain software costs—taking the guesswork out of understanding license positions, and enabling businesses to respond to renewals and audits promptly.
Posted: 14 Apr 2017 | Published: 14 Apr 2017

Snow Software

A Quick Guide to Modernizing Customer Service
sponsored by ServiceNow
WHITE PAPER: 80 percent of businesses believe they deliver a superior customer experience. However, only 8 percent of their customers agree. Download this white paper to explore how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.
Posted: 13 Apr 2017 | Published: 13 Apr 2017

ServiceNow

Modernize Your Service Desk to Satisfy Today's Business User
sponsored by Cherwell
ANALYST REPORT: Business is being conducted at warp speed, and a new generation of "modern" users, expect business solutions to be as accessible, responsive and easy to use as the apps running on their mobile devices. Download this analyst report to discover how to modernize your service desk to satisfy today's business user.
Posted: 13 Apr 2017 | Published: 11 Jun 2015

Cherwell

3 Ways IT Can Accelerate Business Success
sponsored by Cherwell
WHITE PAPER: This e-book explains how to accelerate business success in three areas—modernizing your self-service portal, collecting and using value-added metrics, and implementing data integration for actionable IT intelligence. You will learn how to keep up with business and deliver results that contribute to the bottom line.
Posted: 13 Apr 2017 | Published: 13 Apr 2017

Cherwell

Key Technical Support Considerations for the Cognitive Era
sponsored by IBM
WHITE PAPER: Download this white paper to discover the different support and maintenance challenges that confront CIOs when implementing an infrastructure that includes new solutions like mobile, social, cloud initiatives and other new breeds of computer models, including cognitive.
Posted: 13 Apr 2017 | Published: 28 Feb 2016

IBM

Four Ways to Satisfy the Modern User – Without Losing Your Sanity
sponsored by Cherwell
WHITE PAPER: Here's the secret; some of the world's most successful businesses, like Uber, Airbnb, and Facebook, don't have their own cars, hotels, or content. What they do have is IT enablement. Access this white paper to discover the 4 ways your IT team can satisfy modern users with the right IT service management tool.
Posted: 12 Apr 2017 | Published: 29 Sep 2015

Cherwell

IT Service Management Goes to School
sponsored by Cherwell
EBOOK: IT teams are being tasked with doing more with less, as tech issues just keep growing, so what do you do? This is where ITSM comes in. Access this e-book to read case studies from 9 leading colleges from across the U.S. to see how each implemented ITSM tools to tackle challenges common to most businesses.
Posted: 12 Apr 2017 | Published: 29 Dec 2016

Cherwell

How Service Management Is Transforming
sponsored by Cherwell
WHITE PAPER: IT service management (ITSM) is reaching far beyond traditional borders and spreading into every other aspect of your business. This expert analyst report gives you an overview of how the ITSM market is changing and presents 3 cases in a Q&A style to explore how different companies are approaching their ITSM strategies.
Posted: 12 Apr 2017 | Published: 29 Feb 2016

Cherwell

Cherwell Service Management Product Overview Video
sponsored by Cherwell
VIDEO: If you organization is looking to implement, update, or automate ITSM, watch this brief video to learn about Cherwell Service Management software and its key features, including out of the box ITIL certified processes, a modern, intuitive self-service portal, codeless technology, and more.
Posted: 12 Apr 2017 | Premiered: 06 Sep 2016

Cherwell

Start Banking Results with Modern-Day IT Service Management
sponsored by Cherwell
ANALYST REPORT: As more enterprises undergo digital transformation to the 3rd Platform of computing — which comprises cloud, mobility, big data/analytics, and social business — the nature of IT and IT service management is changing rapidly. This analyst report addresses questions regarding digital transformation and how it is affecting the delivery of IT services.
Posted: 12 Apr 2017 | Published: 31 Mar 2017

Cherwell

ITSM Plays Beyond IT
sponsored by Cherwell
EBOOK: ITSM is reaching beyond IT's borders into every aspect of the business. This playbook showcases several businesses that successfully applied ITSM practices throughout their organization. Learn how giants in several industries were able to better manage processes, create inviting customer experiences, and more.
Posted: 11 Apr 2017 | Published: 30 Dec 2016

Cherwell

Cherwell Brings Order to Chaos at an International Health and Fitness Services Company
sponsored by Cherwell
CASE STUDY: An international health and fitness service provider's broken system was introducing chaos into most business transactions. Read on to learn how IT service management (ITSM) and IT asset management (ITAM) were introduced to improve collaboration, asset management, end-user experience, and much more.
Posted: 11 Apr 2017 | Published: 11 Apr 2017

Cherwell

CIO Trends #4: Benelux
sponsored by ComputerWeekly.com
EGUIDE: In this e-guide, we look at some of the biggest global enterprise trends and add a Benelux twist with a focus on the Netherlands.
Posted: 11 Apr 2017 | Published: 11 Apr 2017

ComputerWeekly.com

CIO Trends #4: Nordics
sponsored by ComputerWeekly.com
EGUIDE: Read analysis of some of the Nordic results from the Computer Weekly IT priorities survey for this year. Unsurprisingly, cloud computing is one of the biggest draws and more than half of CIOs in the region will spend more on cloud technologies this year than they did in 2016.
Posted: 11 Apr 2017 | Published: 11 Apr 2017

ComputerWeekly.com

CIO Trends #4: Middle East
sponsored by ComputerWeekly.com
EGUIDE: In this e-guide, we look at some of the exciting technology developments being tested or already in use in the Middle East.
Posted: 11 Apr 2017 | Published: 11 Apr 2017

ComputerWeekly.com

ITSM Fundamentals for Enterprise
sponsored by Cherwell
WHITE PAPER: The fundamentals of ITSM are being applied across the enterprise. Access this brief white paper to learn about why and how ITSM strategies are being repurposed across various non-IT departments, and how you can go about implementing this strategy in your organization.
Posted: 10 Apr 2017 | Published: 30 Dec 2016

Cherwell

How to Talk to The Business About Enterprise Service Management
sponsored by Cherwell
EBOOK: This e-book teaches you how to leverage ITSM outside of your IT department. Learn how to determine whether a department can benefit from service management in 4 steps and prove the value of ESM to other departments in just 3 steps.
Posted: 10 Apr 2017 | Published: 30 Dec 2016

Cherwell

Computer Weekly – 4 April 2017: UK tech braced for Brexit
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, as the UK government invokes Article 50 to leave the EU, we find out the tech sector's concerns over two years of Brexit uncertainty. Our latest buyer's guide looks at SAP Hana deployment. And we ask CIOs what they think about blockchain. Read the issue now.
Posted: 03 Apr 2017 | Published: 04 Apr 2017

ComputerWeekly.com

Consolidating IT Tech Support for Multi-vendor Environments
sponsored by IBM
RESOURCE: Download this resource to discover an integrated technical support method suited to multi-vendor IT environments, and which offers proactive and predictive analytical support for server hardware, software, storage, and networking devices.
Posted: 29 Mar 2017 | Published: 31 Dec 2016

IBM

Improve Customer Service and IT Service Support via Cognitive Computing
sponsored by IBM
VIDEO: Delve into the thickets of your multi-vendor IT landscape, and discover how to easily and quickly resolve your IT support problems in order to get your systems back online with cognitive computing. Tune in now to revamp your customer support with an automated technology support service.
Posted: 29 Mar 2017 | Premiered: 28 Jul 2016

IBM

Streamline Data Center Maintenance with Multivendor Technology Support
sponsored by IBM
VIDEO: Here's how to realize proactive multi-vendor IT support: Watch this video to streamline maintenance support for hardware, software, and your multiple vendor relationships with a single point of contact. Discover a technical appliance purpose-built for your heterogeneous data center environment.
Posted: 28 Mar 2017 | Premiered: 18 Jan 2016

IBM
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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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