The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both quality and value for money in IT operations. These ITIL procedures are supplier independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations.
This guide provides: Key insight into how to create a service catalog, clear guidance on defining a service catalog, and an easy to use service catalog template to help you start realizing business and customer benefits.
IT organizations are focusing on supporting growth, boosting revenue, advancing innovation, and delivering new customer experiences. Their mission is no longer about managing and troubleshooting technology. Itís about transforming business processes and driving new business outcomes.
In this Industry Insight, BMC discusses how utilizing a SaaS approach to IT Service Management can position your IT organization to best manage the growing number of cloud-based services along with your enterpriseís internal systems.
What happens when you take best practices for IT service management (ITSM), add technology to support those practices, and then throw social media into the mix? BMC explores how best-in-class organizations are leveraging these to drive user satisfaction and organizational success.
Industry leaders are engaging in multichannel integration for some very good reasons. More effective cross-channel strategies lead to more satisfied consumers as well as more efficient, more profitable retail operations. In fact, as the survey indicates, consumers expect integrated multichannel experience from their favorite brands.
Leonard Niebo, Director of IT for Brick Township Public Schools leads a discussion on overcoming the roadblocks of a manual auditing process, specialized computing needs, and incidents of loss and theft.
Discover how to meet your needs for a flexible, scalable, and configurable cloud. BMC Cloud Lifecycle Management 2.0 makes it easier than ever to deliver the right cloud for your business - watch the demo to see it for yourself.
The survey findings paint an interesting picture - and an interesting disconnect. The very features that businesses are demanding before they will move to a SaaS solution (such as proven cost-effectiveness advantages over on-premise solutions) are benefits that many businesses are already enjoying from their SaaS solutions.
You can implement help desk processes based on ITIL easily with reduced up-front costs and automatic upgrades.† Used by more than 72,500 companies worldwide, the Force.com platform is the most widely used Cloud platform in the world.† Gain insights into the benefits of running your help desk in the cloud. Download this BMC Software white paper from Web Buyer's Guide to learn about a faster, more cost-effective, ITIL-based help desk solution than ever before possible
Help Desk software as a service is attractive to many IT departments. It offers the same benefits of traditional IT help desk solutions, in addition to reducing capital expenses, accelerating implementation, and providing easier upgrades. This paper explores considerations for implementing IT service management in-house or as a service.
Their ability to deliver services is highly dependent upon their capability to operate with highly reliable and efficient IT operations. The changes described in this case study will help to assure they will be able to achieve that goal.
Merkur conducted an extensive selection process for service management solutions, evaluating technologies to provide proof-of-concept demonstrations. Following its rigorous review, Merkur selected IBM Tivoli Asset Management for IT and IBM Tivoli Service Desk to automate and integrate IT asset management and incident, problem, change, inventory, SLA and knowledge management processes.
This white paper reveals five considerations to enable a more agile infrastructure. Discover a new approach to the network that connects everything and learn how optimizing your WAN can help when considering location, performance, scale, cost and flexibility.