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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  … 

IT Service Management definition sponsored by SearchCIO.com, powered by WhatIs.com an online computer dictionary
IT Service Management Reports
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Machine Learning, AI and Cloud
sponsored by Zenoss, Inc.
ANALYST BRIEF: Read this analyst brief from 451 Research to uncover the top five technological trends impacting IT operations and monitoring – and how tech like machine learning is being used as a solution.
Posted: 23 Aug 2019 | Published: 23 Aug 2019

Zenoss, Inc.

Unraveling the AIOps Mystery
sponsored by Kentik
EGUIDE: Inside this guide, editors from SearchITOperations.com seek to unravel the mystery behind AIOps offerings – and offer some AIOps deployment tips in the process.
Posted: 22 Aug 2019 | Published: 22 Aug 2019

Kentik

Inside Nordic startup hubs
sponsored by ComputerWeekly.com
EGUIDE: In this e-guide, discover how the Nordic tech startup scene could rival the US's Silicon Valley. We also take a close look at some of the hubs on offer, with features on Google's investment in Finland, Sweden's hubs in Stockholm and Malmo, as well as Denmark's capital Copenhagen. And don't forget Norway, who's on a mission to rival its neighbours.
Posted: 22 Aug 2019 | Published: 22 Aug 2019

ComputerWeekly.com

A Revolution in AI-Powered ITSM
sponsored by Symphony SummitAI
CASE STUDY: Inside this thorough case study, learn how a multi-billion dollar consumer lifestyle manufacturer completely revamped its IT service management system with the help of Symphony SummitAI, introducing AI-capabilities into processes throughout the IT operations stack.
Posted: 21 Aug 2019 | Published: 21 Aug 2019

Symphony SummitAI

Data Enrichment Will Be the New Correlation
sponsored by Kentik
RESOURCE: Data is only as valuable as the analytics tools used to extract insights. In the world of IT operations, this is especially true. That's where AIOps is intended to come into play. Jump inside this blog post to learn about the three primary analytics areas where AIOps practices shine the brightest.
Posted: 21 Aug 2019 | Published: 26 Jul 2019

Kentik

Automation, AI, and Analytics: Reinventing ITSM
sponsored by Symphony SummitAI
WHITE PAPER: In this investigative research report, uncover the macro-trends of IT service management as it continues to evolve to match the demands of digital transformation. Plus, read through the practical considerations to use when mulling over new AI-infused ITSM products.
Posted: 20 Aug 2019 | Published: 20 Aug 2019

Symphony SummitAI

Be the Change: Unleash Enterprise Productivity
sponsored by Symphony SummitAI
WHITE PAPER: Inside, learn about the core components of an AI-driven IT management and service management suite built around natural language processing and machine learning, and get a firsthand glimpse into how it can streamline your IT operations.
Posted: 20 Aug 2019 | Published: 20 Aug 2019

Symphony SummitAI

ITIL 4 in 10 Minutes
sponsored by ServiceNow
WHITE PAPER: Click inside to find a distilled overview of what the newest additions to ITIL 4 are and the latest amendments to ITSM best practice frameworks to save some time without missing out on the latest developments.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

ServiceNow

Unpacking the True Value of Desktop Automation
sponsored by NICE & Converge One
WHITE PAPER: A key digital transformation technology, desktop automation is designed to work hand-in-hand with human employees and give them the means to focus on high-value tasks. Dive into this report to take a closer look underneath the hood of desktop automation deployments.
Posted: 08 Aug 2019 | Published: 08 Aug 2019

NICE & Converge One

5 Ways to Boost Your ITSM Strategy
sponsored by Contegix
EGUIDE: Jump into this E-Guide to learn five ways to shift your ITSM strategy from a reactive model to business-aligned.
Posted: 08 Aug 2019 | Published: 08 Aug 2019

Contegix

The Importance of First Contact Resolution
sponsored by Contegix
WHITE PAPER: Tracking and measuring the performance of service desks isn't always straight forward. That's where First Contact Resolution (FCR) can prove to be a valuable metric. Inside this guide, learn more about FCR – including how to measure it, analyze it, and tie it to employee productivity – and how it can ultimately help to lower total support costs.
Posted: 31 Jul 2019 | Published: 31 Jul 2019

Contegix

Outsourced vs. In-House IT Help Desks
sponsored by Contegix
EGUIDE: Inside this E-Guide, learn how to properly weigh the dreaded, but often inevitable IT question – should you use an outsourced IT help desk? Plus, learn how to leverage outsourced IT desks to improve internal and external customer satisfaction.
Posted: 25 Jul 2019 | Published: 25 Jul 2019

Contegix

How ServiceNow Delivers High-Performance Business Services with AIOps
sponsored by ServiceNow
PRODUCT OVERVIEW: Jump inside this white paper to learn how ServiceNow's AIOps platform employs machine learning, natural language processing, advanced analytics and more to cut through event noise and give IT support professionals some breathing room.
Posted: 24 Jul 2019 | Published: 20 Feb 2019

ServiceNow

The 3 Core Components of BMC Helix
sponsored by BMC
PRODUCT OVERVIEW: Both internal and external service management strategies are in the midst of a substantial paradigm shift thanks to the growing viability of cognitive technology and automation. Inside, dive into the three core elements that comprise a modern cognitive service management strategy.
Posted: 16 Jul 2019 | Published: 16 Jul 2019

BMC

ITIL V4: Intro to the 2019 ITIL Update
sponsored by BMC
RESOURCE: Dive into this article to find out what's new within the fourth iteration of ITIL, including the most recent batch of certifications, and find out what's changed since the V2 and V3 editions.
Posted: 15 Jul 2019 | Published: 18 Sep 2019

BMC

The Truth About Cognitive and AI
sponsored by BMC
RESOURCE: AI and cognitive technologies are finally ready to shed their sci-fi associations and make an impact on day-to-day business and IT operations, and companies are eager to dive in. Inside, find out why IT service management might be the best place to get started.
Posted: 15 Jul 2019 | Published: 06 Dec 2018

BMC

Will ITIL Die or Be Reborn in the DevOps Era?
sponsored by BMC
RESOURCE: Is DevOps the end of ITIL? Or can ITIL and DevOps work together harmoniously? Jump into this blog to read further in to the DevOps vs. ITIL argument from several industry perspectives – and find out what factors should determine your IT organization's strategy moving forward.
Posted: 12 Jul 2019 | Published: 28 Nov 2018

BMC

The Future of Service Management
sponsored by BMC
WHITE PAPER: Find out what's on the horizon for ITSM as artificial intelligence and machine learning start to become standard service management technology options – and take a closer look at the impact that cognitive service management strategies can have on productivity, service accuracy, and more.
Posted: 12 Jul 2019 | Published: 12 Jul 2019

BMC

BMC Helix: Deliver everything-as-a-service with intelligent, omni-channel experiences in the cloud
sponsored by BMC
WHITE PAPER: Growing service demands have placed a heavy burden on the businesses providing them, and the cost of managing these services is resource intensive. Read this short 2-page whitepaper to learn how a BMC Helix cloud can provide your business support in service management.
Posted: 11 Jul 2019 | Published: 11 Jul 2019

BMC

ITIL Certification: Cost & Benefit Analysis
sponsored by BMC
RESOURCE: Is earning an ITIL certification worth the investment? Jump into this blog post to weigh the costs and the benefits of an ITIL certification at varying levels – and learn how to determine if it's the right move for your career.
Posted: 10 Jul 2019 | Published: 12 Nov 2018

BMC

Robotic Process Automation (RPA): Solving Key Security Challenges in RPA Deployments
sponsored by Cyber-Ark Software
WHITE PAPER: Robotic process automation (RPA) has the potential to deliver huge benefits to organizations; however, it is easy to overlook the IT security risks that RPA deployment can bring. In this white paper, learn how to mitigate those IT security risks. Also, explore typical approaches to RPA deployment and the benefits it offers.
Posted: 09 Jul 2019 | Published: 09 Jul 2019

Cyber-Ark Software

Deciding between SnapLogic EIC and Dell Boomi?
sponsored by SnapLogic
WHITE PAPER: When choosing an iPaaS solution, scalability is one of the most important factors to consider. Read through this vendor comparison to see how SnapLogic and Dell Boomi will hold up to an enterprise looking for a scalable iPaaS.
Posted: 09 Jul 2019 | Published: 31 Dec 2018

SnapLogic

The Future of ITSM is Agile
sponsored by Atlassian
WHITE PAPER: Dive into this 38-page guide to read up on what's new in the latest amendments to IT Infrastructure Library (ITIL). Plus, find out how to use the new ITIL 4 framework to create a high-velocity service team of your own – while taking cues from the success of agile and DevOps methodologies.
Posted: 03 Jul 2019 | Published: 03 Jul 2019

Atlassian

Out-task Or Outsource?
sponsored by ProAct
WHITE PAPER: In this guide, find out what separates out-tasking and outsourcing from one another, and get several use cases that stand to benefit from each method. Plus, discover a seven-step roadmap that can help your organization find its best case IT service distribution scenario.
Posted: 21 Jun 2019 | Published: 21 Jun 2019

ProAct

ITSM and Digital Transformation – Where Are We?
sponsored by Serviceaide
WEBCAST: Hear from ITSM and IT automation experts as they discuss the impending evolution of ITSM under the pressures of digital transformation – and how technology like AI, machine learning, and process automation will become crucial to a successful IT service strategy.
Posted: 17 Jun 2019 | Premiered: Nov 27, 2018

Serviceaide
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