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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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How to Overcome The Top ITSM Challenges
sponsored by Matrix42
WHITE PAPER: In this white paper, learn how you can overcome the top IT service challenges by leveraging an integrated ITSM strategy. Discover how this approach can enable easier management, happier customers, lower business risk, and more.
Posted: 02 Mar 2016 | Published: 31 Dec 2015

Matrix42

Building a Solid Foundation for Service Management
sponsored by ServiceNow
VIDEO: In this webcast, Andy Garrett, Head of IT Service Development at Travis Perkins Plc, explains how they modernized their ITSM strategy. Tune in to discover the key factors that set them up for success.
Posted: 01 Mar 2016 | Premiered: 24 Nov 2015

ServiceNow

Today's Digital Enterprise Demands a New Kind of ITSM Support
sponsored by ServiceNow
EGUIDE: In this expert e-guide, discover why a fresh approach to ITSM is not only required to remain competitive—it's essential for survival—and learn how SABRE technology is redefining ITSM support.
Posted: 29 Feb 2016 | Published: 24 Feb 2016

ServiceNow

Smart Service Management for Smart Devices
sponsored by Matrix42
WHITE PAPER: This white paper explores why integrating your ITSM, client management, and EMM can help your enterprise meet the demands of today's mobile workstyles. Access now to learn how this strategy can shorten ticket resolution times, boost employee productivity, and more.
Posted: 29 Feb 2016 | Published: 31 Dec 2015

Matrix42

The CIO's Guide to Avoiding IT Irrelevance: Build a Bridge with BYOD
sponsored by Matrix42
WHITE PAPER: In this white paper, you will discover 7 crucial steps to avoid IT irrelevance by beating Shadow IT with BYOD. Access this paper to view the key aspects of this EMM-based approach, and learn how to eliminate barriers for users with self-service and social ITSM, and more.
Posted: 29 Feb 2016 | Published: 31 Dec 2015

Matrix42

Take the First Steps Toward Effective SIAM
sponsored by ServiceNow
VIDEO: In this brief video, an industry expert explains why an effective Service Integration and Management (SIAM) function is more than just vendor management. Tune in for best practices on how to get started with SIAM.
Posted: 26 Feb 2016 | Premiered: 27 Nov 2015

ServiceNow

Extending ITSM Value Beyond IT with PPM
sponsored by ServiceNow
VIDEO: In this brief video, Katie Irvine, Senior Operations Analyst at Standard Life, explains how they extended the value of their ITSM platform to support Project and Portfolio Management. Tune in to learn how you can achieve similar benefits.
Posted: 26 Feb 2016 | Premiered: 26 Nov 2015

ServiceNow

The Benefits of Service-Aware CMDB
sponsored by ServiceNow
VIDEO: This brief video explores how Ahold Europe leveraged a service-aware Configuration Management Database (CMDB) strategy to create a single source of truth for IT.
Posted: 25 Feb 2016 | Premiered: 27 Nov 2015

ServiceNow

Strategies for the Modern Mainframe Environment: Skill Sustainability and Cost Reduction
sponsored by Global Technology Solutions Group
WHITE PAPER: In this expert white paper, you will determine if a lack of mainframe skill is limiting your ability to drive business innovation; you will also discover how to leverage your service partner's skills and processes to optimize IT costs and holistically reduce MIPS with 3 best practices.
Posted: 25 Feb 2016 | Published: 10 Feb 2016

Global Technology Solutions Group

Transform and Simplify IT for Business Innovation
sponsored by Oracle, in association with Intel
WHITE PAPER: In this white paper, you will learn how to leverage current IT trends to increase efficiency, boost flexibility, lower costs, and keep up with agile new competitors. Read on to learn why innovation today requires a data-driven approach with the right IT system.
Posted: 25 Feb 2016 | Published: 25 Feb 2016

Oracle, in association with Intel

Everything as a Service: Improve Workflow in All Departments
sponsored by ServiceNow
VIDEO: In this brief video, learn how you can leverage Everything as a Service to enable automation and efficiency across your organization. Discover how to deliver everything from employee onboarding, to invoicing, to cloud provisioning as a service.
Posted: 23 Feb 2016 | Premiered: 29 Apr 2015

ServiceNow

The Real Impact of IT Downtime
sponsored by LogicNow
WHITE PAPER: This white paper discusses the real impact of IT downtime. Uncover the 4 critical ways IT downtime affects you, your employees, and your customers, and learn best practices to avoid downtime.
Posted: 23 Feb 2016 | Published: 23 Feb 2016

LogicNow

Enable Enterprise-Grade Cloud Scalability and Resiliency
sponsored by ServiceNow
VIDEO: This brief video explores a cloud solution designed for scalability and resilience. Learn how this Everything as a Service cloud can provide complete visibility into your IT resources, maximize uptime, consolidate processes, and more.
Posted: 22 Feb 2016 | Premiered: 29 Apr 2015

ServiceNow

Top Tips for Time-Stretched IT Admins
sponsored by LogicNow
WHITE PAPER: This guide provides time-saving tips that IT admins at small-to-medium sized businesses (SMBs) can use to stay on top of their workloads, keep systems running and protected, and maintain a healthy work/life balance.
Posted: 22 Feb 2016 | Published: 22 Feb 2016

LogicNow

A Performance-Centric Approach to Mainframe Cost Optimization
sponsored by Global Technology Solutions Group
WHITE PAPER: When Global Technology Solutions Group, a company who spends a lot of time on the mainframe, was asked how to run it more efficiently from a cost perspective, they responded with their own approach. This white paper takes a brief look at that approach and its three key areas – hardware, software, and personnel.
Posted: 18 Feb 2016 | Published: 18 Feb 2016

Global Technology Solutions Group

Navigating the Future with Mainframe Managed Services
sponsored by Global Technology Solutions Group
WHITE PAPER: What may shock IT departments today is that the mainframe still processes over 55% of the world's transactions. In this resource, you will discover how to overcome your maintenance staffing challenges by employing mainframe managed services.
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Global Technology Solutions Group

'All-Flash' Based Converged Infrastructure Delivers for High-Performance Mixed Workloads
sponsored by EMC Converged Platforms
PRODUCT OVERVIEW: In this solution brief, you will learn how to accommodate the emergence of mixed, high-performance workloads and third-platform applications with an 'all-flash' based converged infrastructure. Read on to leverage rich-data services like in-line deduplication, storage compression, and automated load balancing to deliver scale-out performance.
Posted: 10 Feb 2016 | Published: 31 Dec 2015

EMC Converged Platforms

Data Center in a Flash: An All-Flash Converged Infrastructure Starter Guide
sponsored by EMC Converged Platforms
PRODUCT OVERVIEW: Is your organization prepared to meet the evolving expectations of a tech-savvy, mobile workforce? In this brief guide, you will access the features of several all-flash converged infrastructure starter kits, for IT departments looking to increase their flexibility and enhance service delivery.
Posted: 08 Feb 2016 | Published: 08 Feb 2016

EMC Converged Platforms

Core Components of Providing Managed Services
sponsored by ConnectWise
EGUIDE: In this three-part expert e-guide, explore the ins-and-outs of a well-rounded managed services business. Learn how to explain pricing to customers, the array of benefits that come with providing managed services, and what the core deliverables are for any MSP.
Posted: 29 Jan 2016 | Published: 29 Jan 2016

ConnectWise

Combine SAP HANA Tailored DataCenter Integration with the Power of Convergence
sponsored by IBM
WHITE PAPER: With the volume of business data growing exponentially—there is a need to store, search, and analyze data in real-time to keep competition at bay. This white paper details how combining SAP HANA software and an integrated infrastructure solution can support the analysis of data from SAP within seconds.
Posted: 22 Jan 2016 | Published: 31 Dec 2015

IBM

Pricing E-book: 5 Proven Tips for Maximizing Profits with BPM
sponsored by ConnectWise
WHITE PAPER: In this white paper, discover 5 best practices for determining a price-point to maximize profitability, including: know the difference between cost and value, prove your worth, and 3 more. Additionally, learn how a business management platform can assist you in putting these best practices to work.
Posted: 20 Jan 2016 | Published: 20 Jan 2016

ConnectWise

Service Desk Management: 5 Tips to Increase the Efficiency of Your Service Team
sponsored by ConnectWise
WHITE PAPER: In this white paper, explore 5 tips you can implement before your service desk ticketing gets too bogged down, including: evaluate your dispatch strategy, keep resources billable, and 3 more. Additionally, explore the benefits of the cloud and services automation when it comes to leveraging these tips.
Posted: 20 Jan 2016 | Published: 20 Jan 2016

ConnectWise

The Right Infrastructure Strategy to Support Bimodal I.T. Capabilities
sponsored by Red Hat
WHITE PAPER: In the following brief white paper, learn the importance of having a bimodal IT infrastructure to handle extreme, real-time innovation. Access now and learn how business leaders can create their own bimodal infrastructure strategy that enables the IT team to not only meet the competing demands it faces today, but in the future as well.
Posted: 12 Jan 2016 | Published: 12 Jan 2016

Red Hat

10 Steps to a Service-Centric IT Model That Drives Efficiency
sponsored by NetEnrich
WHITE PAPER: In this white paper, our experts explore how an enterprise command center can create IT efficiency and enable your IT team to be a true service provider to your business. Read on for 10 steps to a service-centric IT model.
Posted: 04 Jan 2016 | Published: 04 Jan 2016

NetEnrich

Think Like a Consultant, Deliver Like a Tech
sponsored by Solarwinds N-able
RESOURCE: This resource outlines the importance of providing strategic insights for managed services customers. Read on to learn how to pool your data and create a centralized repository of customer information that can benefit both the consulting and technician side of your business.
Posted: 10 Feb 2016 | Published: 10 Feb 2016

Solarwinds N-able
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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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