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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 ManagementReports
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Vodafone Ireland implements world-class service excellence with HP BSM
sponsored by Hewlett-Packard Company
WHITE PAPER: Read this paper to learn how Vodafone Ireland achieved a 300% ROI when it replaced its reactive, introspective, fragmented IT operations processes with a more effective, integrated, end-to-end IT management framework.
Posted: 20 Dec 2011 | Published: 14 Dec 2011

Hewlett-Packard Company

CW+ Exclusive EquaTerra research: Taking the pulse of the European outsourcing market
sponsored by ComputerWeekly.com
WHITE PAPER: EquaTerra is pleased to offer to Computer Weekly readers a custom, European focused edition of the results from its 2Q10 EquaTerra global business and information technology (IT) services Pulse survey.
Posted: 24 Oct 2011 | Published: 15 Jul 2010

ComputerWeekly.com

Further IT Spending Cuts Likely in Europe's Public Sector
sponsored by ComputerWeekly.com
WHITE PAPER: The UK's June Budget provides a mandate for all government departments to submit their spending review plans before the summer break and reports that it has scheduled the government spending review for October.
Posted: 24 Oct 2011 | Published: 05 Jul 2010

ComputerWeekly.com

Conflicker Working Group - Lessons learned from Conflicker
sponsored by ComputerWeekly.com
WHITE PAPER: In November 2008, Conficker A, the first of five variants of the malware, rapidly began infecting computers which had failed to install a Microsoft patch released just weeks earlier. In late December 2008, Conficker B added new mechanisms for distribution including USB storage devices.
Posted: 24 Oct 2011 | Published: 31 Jan 2011

ComputerWeekly.com

Are businesses taking chances when it comes to managing outsourcing risk?
sponsored by ComputerWeekly.com
WHITE PAPER: Nearly 95 percent of organisations buy, provide or both buy and provide outsourced services and functions, in which they face inherent risks created by new and unforeseen challenges.
Posted: 21 Oct 2011 | Published: 08 Dec 2010

ComputerWeekly.com

G-Cloud Report: Service Specification Approach
sponsored by ComputerWeekly.com
WHITE PAPER: The G-Cloud, Government Applications Store and Data Centre Consolidation Phase 2 programme started on 5 October 2009 and will run till 12 February 2010. The programme comprises seven workstrands and a Programme Office function.
Posted: 21 Oct 2011 | Published: 07 Feb 2011

ComputerWeekly.com

Computer Weekly Buyers' Guide: Cloud Computing
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This seven-page Buyer’s Guide to Cloud Computing by Computer Weekly journalists details the kinds of cloud offering that CIOs and senior IT professionals will need to take into account as they plan future outsourcing, hosting and application strategies.
Posted: 21 Oct 2011 | Published: 19 Jan 2011

ComputerWeekly.com

CW+: How to build, secure, manage and measure IT workloads
sponsored by ComputerWeekly.com
WHITE PAPER: Computing infrastructure today is highly versatile and this has many benefits for businesses. Unfortunately, it also has downsides; use that infrastructure unintelligently and costs can get out of control.
Posted: 20 Oct 2011 | Published: 05 Jan 2011

ComputerWeekly.com

ITIL: The building blocks of an ITSM strategy
sponsored by FrontRange Solutions Inc.
EGUIDE: Services are the building blocks of an ITSM strategy, but how does an enterprise begin to pick and choose the "right" services to manage or develop? Inside this e-guide, get the answer to this question and more. Gain expert insight into utilizing ITIL for continuous improvement in asset management, ITSM, and help desk operations.
Posted: 09 Jan 2012 | Published: 06 Jan 2012

FrontRange Solutions Inc.

Service2Media Accelerates its time to market with HP Cloud Solutions (2 min video):
sponsored by HP
VIDEOCAST: This video discusses how one company leveraged advanced cloud solutions to significantly accelerate its time to market, increasing its ROI. Learn how these new platforms can enable you to focus on your core business offering, allowing you to improve performance and efficiency.
Posted: 06 Jan 2012 | Premiered: Jan 6, 2012

HP

ING Transforms its business with HP Cloud Computing Solutions (2 min video):
sponsored by HP
VIDEOCAST: View this brief video to learn how one business leveraged advanced cloud computing solutions to accelerate its business transformation. Discover how it was able to consolidate 2,500 applications, allowing them to increase cost savings and speed time to market.
Posted: 06 Jan 2012 | Premiered: Jan 6, 2012

HP

Harness Applications to Accelerate Success
sponsored by Hewlett-Packard Limited
WHITE PAPER: This white paper provides insights into getting your organisation positioned for innovation, mobility, integration, and agility. Learn why you need to include applications in your strategy to meet these objectives—and why doing so can help you realise better outcomes.
Posted: 05 Jan 2012 | Published: 05 Jan 2012

Hewlett-Packard Limited

One-Stop Shop: Best Practices to Streamline your Service Desk
sponsored by Nimsoft, Inc.
WEBCAST: Your service desk should be the one stop shop for internal and external customers. But, in order for IT to be the orchestrator of knowledge and the service catalog, you need to provide excellent service and quick response times. Watch this webcast and discover the most current recommendations for service delivery and management best practices.
Posted: 05 Jan 2012 | Premiered: Sep 22, 2011

Nimsoft, Inc.

Pragmatic ITIL: Bridging the Gulf between Theory and Practice
sponsored by Nimsoft, Inc.
WHITE PAPER: While the consensus around the benefits of ITIL is virtually universal, ITIL initiatives run the gamut – both in terms of costs and benefits. Learn how your service management platform can play a huge role in the degree to which you realize the potential benefits of ITIL in your organization.
Posted: 04 Jan 2012 | Published: 04 Jan 2012

Nimsoft, Inc.

Cut Coding for Faster Service Desk Deployments
sponsored by Nimsoft, Inc.
WHITE PAPER: Learn an alternative to legacy service management solutions that is fast to deploy, easy to configure, and can help your organization realize faster time to value and lower total cost of ownership, both immediately and in the long term.
Posted: 04 Jan 2012 | Published: 04 Jan 2012

Nimsoft, Inc.

Top strategies for monitoring Cisco UCS
sponsored by Nimsoft, Inc.
WEBCAST: For many businesses, tracking Vblock, Flexpod, or Cisco UCS performance can be complex and time-consuming, but there are certain strategies that can help to mitigate these challenges. This webcast provides best practices for monitoring Cisco UCS and introduces an advanced system that can offer significant benefits.
Posted: 04 Jan 2012 | Premiered: Jan 4, 2012

Nimsoft, Inc.

A simple, cloud-based approach to monitoring Vblock
sponsored by Nimsoft, Inc.
WEBCAST: Monitoring Vblock can be challenging, but you can make it simpler by leveraging new technology that incorporates cloud computing services to plan, build and operate to deliver optimal availability, performance, and user experience. View this webcast to learn more about how this advanced solution can benefit your IT.
Posted: 04 Jan 2012 | Premiered: Jan 4, 2012

Nimsoft, Inc.

SaaS-based Service Management: Tailor to the Business with Ease
sponsored by Nimsoft, Inc.
WHITE PAPER: Learn how SaaS-based service management can help you eliminate the cost and distraction of platform maintenance, minimize upgrade costs and disruptions, tailor to the business without complex coding, and more.
Posted: 04 Jan 2012 | Published: 04 Jan 2012

Nimsoft, Inc.

MANAGE and CONTROL IT services in the age of complexity.
sponsored by Hewlett-Packard Limited
WHITE PAPER: In a world of mobility, virtualization, and cloud computing, IT services are constantly changing. To serve the business more effectively, IT needs a new approach to managing operations. This white paper introduces a new methodology called business service management (BSM). Discover how this management approach improves your overall service quality.
Posted: 22 Dec 2011 | Published: 22 Dec 2011

Hewlett-Packard Limited

Driving the SLM process in ITIL: Why it should be your priority
sponsored by CA Technologies.
WEBCAST: The notion of service level management is fundamental to business success. Why? Because service level management drives customer satisfaction and retention. In this webcast, learn how to meet SLAs through different strategies such as testing, quality control and capacity management.
Posted: 08 Dec 2011 | Premiered: Dec 8, 2011

CA Technologies.

The Total Economic Impact of CA Technologies’ Business Service Insight Solution
sponsored by CA Technologies.
WHITE PAPER: Read this study conducted by Forrester Consulting on behalf of CA Technologies, you learn about the ROI impact of a SLA management platform that offers features for data metrics, automation, performance monitoring, and more.
Posted: 08 Dec 2011 | Published: 07 Dec 2011

CA Technologies.

Transform Your Desktop into a Virtual Workspace using Cisco VXI with VMware View - Presentation Transcript
sponsored by VMware, Inc.
PRESENTATION TRANSCRIPT: Read this resource to learn how Cisco and VMware are partnering to improve business process outsourcing, delivering a secure environment with a new virtual workspace that unifies virtual desktops, voice, and video.
Posted: 05 Dec 2011 | Published: 05 Dec 2011

VMware, Inc.

Presentation Transcript: Why Desktop Virtualization Pilots are Not Scaling?
sponsored by Dell and VMware
PRESENTATION TRANSCRIPT: Read this presentation transcript, featuring expert Brian Madden, to discover why desktop virtualization pilots are not scaling. Learn what you can do to avoid these challenges and make your desktop virtualization project a success.
Posted: 29 Nov 2011 | Published: 29 Nov 2011

Dell and VMware

The Value of Smarter Datacenter Services
sponsored by IBM
WHITE PAPER: This paper provides an overview of how IT organizations can optimize across the entire life cycle of their datacenters and build a strong foundation for future IT operations. Opportunities for optimization remain strong, including increasing efficiency.
Posted: 04 Nov 2011 | Published: 04 Nov 2011

IBM

Podcast: Applying Client-aware Technologies for Desktop Virtualization and Cloud Services
sponsored by Intel
PODCAST: We envision a private cloud that can recognize and determine device attributes and user preferences, and deliver the service or information accordingly.  Our testing demonstrates that client-aware technologies can offer several benefits to both users and IT.
Posted: 01 Nov 2011 | Premiered: Oct 31, 2011

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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