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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  … 

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IT Service Management Reports
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Getting to the Bottom of IT Events Without the Mystery
sponsored by Splunk
WHITE PAPER: From AI-fueled pattern detection to single-pane-of-glass repositories, find out the troubleshooting and resolution advancements reshaping the ways IT teams are responding to app and infrastructure outages – saving IT 'headaches' for more worthwhile causes.
Posted: 17 Jan 2019 | Published: 17 Jan 2019

Splunk

Midmarket Solutions: Using IT to Empower Growth
sponsored by Dell EMC and Intel®
WHITE PAPER: In order to ensure that your systems such as storage and data center infrastructures, IT services, and security empower, rather than restrict, IT growth, read this resource. It details the range of solutions from Dell EMC and Intel that will cover the scope of your needs and will maximize your IT investments.
Posted: 10 Jan 2019 | Published: 31 Dec 2018

Dell EMC and Intel®

Benchmarking Operational Maturity for Your Digital Business
sponsored by PagerDuty
WHITE PAPER: Open up this report to explore a new operational maturity model from PagerDuty. You'll find out how your organization compares to its peers based on five areas of focus: customers, culture, processes, knowledge, and technology.
Posted: 20 Nov 2018 | Published: 20 Nov 2018

PagerDuty

Future-Pathing Your Business with IT Support
sponsored by CompuCom Systems, Inc.
WHITE PAPER: Faced with technology like the cloud, mobility, and virtualization, proper tech support extends far beyond the 9-5. Click inside this white paper to learn why end-to-end support is proving itself as an invaluable tool for forward-thinking enterprises – and why you should turn to the experts for help.
Posted: 20 Nov 2018 | Published: 08 Nov 2018

CompuCom Systems, Inc.

Buyer's Guide to Professional Services Automation Platforms
sponsored by Datto, Inc.
EBOOK: This PSA buyer's e-book is designed to help you identify the essential features to look for in a potential PSA platform. Read the e-book to view these features, as well as a handy checklist on the last page for product comparison purposes.
Posted: 15 Nov 2018 | Published: 15 Nov 2018

Datto, Inc.

Simplifying Remote Monitoring and Management for MSPs
sponsored by Datto, Inc.
EBOOK: Choosing an RMM tool will depend entirely on your specific business needs and which options best integrate with other tools you use. Download this e-book for the two main RMM category types broken down, as well as instructive guidance on getting started with RMM and selecting a tool that fits your needs.
Posted: 15 Nov 2018 | Published: 15 Nov 2018

Datto, Inc.

How to Implement a Virtual Agent
sponsored by Serviceaide
WHITE PAPER: Despite the popularity of self-service desks, over 71% of organizations still find their customer experience lacking – but what's missing? Turns out, it might be the human element. Inside, find out how a virtual support agent can transform your IT service capabilities with machine-driven support and human-based conversations.
Posted: 26 Nov 2018 | Published: 26 Nov 2018

Serviceaide

Case Study: Keeping the Service Desk Up to Speed with Compliance
sponsored by Serviceaide
WHITE PAPER: In this case study, find out how BRK, a leading sanitation company in serving over 15 million customers, deployed a new service management platform to keep their service desk up to task.
Posted: 21 Nov 2018 | Published: 21 Nov 2018

Serviceaide

Going Up? How Atlas Schindler Elevators Revamped Their IT Services
sponsored by Serviceaide
WHITE PAPER: In this case study, discover more about how Atlas Schindler revamped their legacy service desk platform to better support not only customers, but their own users as well. Plus, find out how they implemented process automation, virtual agents, and more cutting edge IT technologies.
Posted: 21 Nov 2018 | Published: 21 Nov 2018

Serviceaide

Now on Now: Scaling ITSM to Support Business Growth
sponsored by ServiceNow
WHITE PAPER: As your business grows, it is vital that your enterprise's IT services can keep up. Learn how you can streamline your organization's IT Services Management strategy and reap the efficiency, cost, and technology benefits it can provide.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

ServiceNow

Switch Stories: How 5 Enterprises Left Their Legacy ITSM Behind
sponsored by ServiceNow
WHITE PAPER: An unorganized and ill-prepared ITSM can bog down many of the processes and tools that keep service delivery running smoothly. Learn how a group of leading companies revaluated their legacy ITSM strategies to deliver increased value to their users and save their businesses money.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

ServiceNow

A Service Provider's Guide to IT Service Management Solutions
sponsored by Micro Focus
WHITE PAPER: This service provider's guide to ITSM is designed to present providers with an understanding of current customer expectations, the issues that should be foremost in mind when assessing potential ITSM solutions, and 5 criteria for selecting the right ITSM. Access your copy here.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

Micro Focus

How to Overcome Today's Top ITSM Challenges
sponsored by ServiceNow
WHITE PAPER: What obstacles are keeping your IT service delivery team from succeeding? Turn your service desk into a business function your company can be proud of: Download this white paper to transform your service delivery by overcoming the top 4 ITSM challenges.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

ServiceNow

How the Royal Bank of Scotland Transformed Internal ITSM and CMDB
sponsored by ServiceNow
WHITE PAPER: In this quick case study, discover how the RBS pivoted from using 13 different ITSM tools and multiple CMDBs to using one consolidated management platform – keeping their 14,000 users on the same page and establishing a new baseline for service quality.
Posted: 19 Nov 2018 | Published: 20 Oct 2018

ServiceNow

IT Service Management Blueprint: Get Control of Your Service Desk
sponsored by ServiceNow
WHITE PAPER: You need to modernize your service desk to handle a modern workload. In the journey to IT modernization, step one is consolidation. This e-book guides you in planning your service desk consolidation strategy, with best practices and how to choose the right tools for the job.
Posted: 16 Nov 2018 | Published: 16 Nov 2018

ServiceNow

Now on Now: How Performance Analytics Gives Visibility and Control
sponsored by ServiceNow
WHITE PAPER: Measuring and analyzing performance data is crucial to any business looking to make advances in their enterprise from the top-down. Discover how utilizing performance analytics delivered tangible results to ServiceNow's customer service department, development team, and more.
Posted: 16 Nov 2018 | Published: 16 Nov 2018

ServiceNow

Define Your Services for Fast and Accurate Service Delivery
sponsored by ServiceNow
WHITE PAPER: How would you rate your IT services solution in terms of speed, consistency, and accuracy? Open this whitepaper to learn how to empower your service desk customers to take matters into their own hands.
Posted: 16 Nov 2018 | Published: 16 Nov 2018

ServiceNow

A Practical Approach to ITIL Adoption
sponsored by ServiceNow
WHITE PAPER: Many of your peers are already reaping the benefits of ITIL adoption, but if you plan on following suit there are a number of common mistakes you should try to avoid. Read this whitepaper to learn the biggest ITIL pitfalls and how to avoid them.
Posted: 16 Nov 2018 | Published: 16 Nov 2018

ServiceNow

IT Service Management Blueprint: Consumerize the User Experience
sponsored by ServiceNow
WHITE PAPER: Access this whitepaper to learn how to create the ideal self-service experience for your IT service customers.
Posted: 16 Nov 2018 | Published: 16 Nov 2018

ServiceNow

Case Study: Redefining the Rail Experience via ITSM
sponsored by ServiceNow
WHITE PAPER: In this case study, find out how Virgin Trains kept their transformation goals on track – and on time – through a comprehensive business roadmap that began with IT service management.
Posted: 15 Nov 2018 | Published: 20 Jun 2018

ServiceNow

Creating a Single System of Engagement for a Global Organisation
sponsored by ServiceNow
WHITE PAPER: Faced with disconnected systems and rising process costs after a period of high growth, Experian was quick to recognize its need to upgrade existing IT services. Inside, find out how they scaled up and streamlined their service delivery capabilities – ultimately halving incident response times.
Posted: 15 Nov 2018 | Published: 15 Nov 2018

ServiceNow

How National Grid Aligned IT Strategy with Business Ambitions
sponsored by ServiceNow
WHITE PAPER: In this case study, find out how National Grid addressed mounting business pressures and increasing customer demands with the help of their IT organization and newfound IT service management tools.
Posted: 14 Nov 2018 | Published: 15 May 2018

ServiceNow

Combining Operations with Development for a Competitive Edge
sponsored by ServiceNow
WHITE PAPER: Read up on how VIVAT – a Netherlands-based insurance group – reimagined its IT service management strategy to better support over 2,500 employees – and ultimately automating over 70% of processes and workflows.
Posted: 14 Nov 2018 | Published: 20 Jun 2018

ServiceNow

Taking IT Service Delivery to a New Level
sponsored by ServiceNow
WHITE PAPER: A time-consuming approach to incident management could prove disastrous for your IT department by leaving employees with very little time to focus on more innovative and revenue-creating projects. Open this case study to learn about an ITSM solution that allowed one healthcare provider to save 1,200 hours on manual processes each year.
Posted: 13 Nov 2018 | Published: 20 May 2017

ServiceNow

How Support Services Can Simplify IT and Prevent Outages
sponsored by IBM
WHITE PAPER: It's estimated that the average cost of a data center outage amounts to over $740,000 – a nearly 40 percent increase from 2010 estimates. Find out how IT support services can help your data center continue running airtight without risking outages, and can tackle painful, yet all-too-common IT environment challenges.
Posted: 08 Nov 2018 | Published: 08 Nov 2018

IBM
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