1 IBM Global Services September 2004 IBM and the IT Infrastructure Library. How IBM supports ITIL and provides ITIL-based capabilities and solutions
2 Page No. 2 Contents ITIL Planning for Service 2 Executive summary 4 IBM promotes and supports ITIL 4 IBM has a long history related to ITIL development 6 IBM consulting and services 7 Skills, assets and methods 9 Solution approach 12 Design 13 Implementation 17 Education 17 IBM has successfully applied ITIL capabilities for the benefit of our clients 18 IBM s strategic ITIL steps 19 Summary 19 For more information IBM Global Services applies a unique set of skills, assets and methods to help build clients Service programs. The Business The Business Perspective Executive summary Does IBM support ITIL? IBM contributed significantly to the original IT Infrastructure Library (ITIL), and continues to be a developer, reviewer and user of the ITIL framework. For example, IBM led the project to write the new Application book. This book, coauthored by IBM and Microsoft, has recently been published by the Office of Government Commerce (OGC) in the U.K. Does IBM have ITIL capabilities? IBM Global Services applies a unique combination of skills, assets and methods to help ensure we successfully apply our capabilities in implementing ITIL best practices in our clients Service programs. IBM has captured the best practices and intellectual capital drawn from client engagements worldwide and our own experience in running global information technology (IT) operations. We use our award-winning AssetWeb Intellectual Capital system to help ensure that IBM practitioners around the globe share and have access to our extensive ITIL knowledge and intellectual capital. IBM methods feature industry best practices on which to build projects. Our ITIL expertise helps ensure a fast project start and a stable ground for the ongoing project. Service Service Delivery Service Support Application Information and Communication Technology Infrastructure The Technology
3 Page No. 3 How can IBM help me implement ITIL? IBM Infrastructure and Systems Services encompasses the entire systems management lifecycle from education to assessment, strategy and design, to implementation and operations. IBM has a proven track record in successful implementation of ITIL-based solutions. IBM can: Educate your staff and manage their certification in ITIL skills Help you understand the IT service needs of your customers, and develop and manage an appropriate service portfolio using the ITIL framework Determine the key capabilities you require to deliver those services and develop appropriate strategies for developing or sourcing those capabilities Design and implement the ITIL processes specific to your business requirements, being certain to include all elements that must be incorporated to support a successful solution (measurements, organizational change, roles, reporting requirements and other governing aspects). IBM offers a set of predefined solutions that can be implemented quickly and that deliver value within a few weeks. How is IBM unique in the IT Service marketplace? IBM offers a set of predefined solutions derived from the best practices described in the IT Infrastructure Library and implemented on the leading ITIL-compatible tools. These predefined solutions, called IRM (Infrastructure Resource ) accelerator solutions, are based upon proven product implementation templates. The solutions include tailored industry leading infrastructure management tools (further personalized to the client s organization), job and role definitions, user procedures, installation aids, measurements and reports. They have proven to significantly reduce implementation time and to offer value in a few weeks.
4 Page No. 4 IBM promotes and supports ITIL IBM recognizes that the IT Infrastructure Library is an important reference framework for providing a structured approach to IT Service. ITIL is a nonproprietary set of definitions, with education and certification available from a variety of sources. IBM encourages IT providers to embrace ITIL as the foundation for elements of their IT management system, particularly IT Service. IBM has played an important role in helping ITIL reach its current level of maturity. IBM has been an active participant in the development and enhancement of the ITIL documents, and has played an important role in helping ITIL reach its current level of maturity. IBM is also active in organizations such as the IT Service Forum (itsmf) that seek to promote ITIL and effective Service. In most countries where itsmf has a national chapter, IBM is an active member. IBM has a long history related to ITIL development IBM has been and continues to be a developer, reviewer and user of the IT Infrastructure Library. In the early 1980s, IBM documented the original Systems concepts in a four-volume series called A System for Information Systems. These widely accepted yellow books, along with education and expertise provided by IBM, were key inputs to the original set of ITIL books. Since then, IBM Service implementation experience that was gained during the 1980s and early 1990s has contributed to the ongoing development of the ITIL books.
5 Page No. 5 IBM consulting and services personnel have helped to write key ITIL publications as well as develop courses on topics currently at the forefront of IT Service. IBM has been an active participant in formally contributing to the content of the new versions of the ITIL Service Delivery and Service Support books. As part of this effort, IBM recently reviewed the draft version prior to final release of the new ITIL Handbook. Most recently, IBM led the project to write the new Application book. This book, coauthored by IBM and Microsoft, has been published by the Office of Government Commerce (OGC) in the U.K. (ISBN ). Deliver IT Services Support IT Services Managing Applications The Business Perspective Managing the Infrastructure In 2000, IBM consulting and services personnel developed a comprehensive correspondence course on IT Service, embodying the supporting ITIL concepts. The course, titled IT Service Developing and Maintaining a Professional IT Service Organization, presents topics that are currently at the forefront of IT Service. The course is now available through the International Forum (IMF). As a worldwide provider of ITIL examinations, EXIN (Examination Institute for Information Science) contributes to the overall development of ITIL skills and expertise. IBM currently has seven EXIN-certified ITIL Service instructors, who are also accredited to review exams. Last but not least, IBM has been accredited by EXIN International for world wide delivery of ITIL Foundations and ITIL Service Manager certification courses. Each IBM geography has access to the resources necessary to provide Foundations and Service Manager certification courses.
6 Page No. 6 IBM consulting and services use proven approaches to the many phases of Service improvement programs The roadmap for IBM s Service Consulting and Design Services is the IBM Systems Solution Lifecycle. This lifecycle is consistent with the ITIL framework and leads you through the four phases of implementing IT Service, as illustrated in the figure below. The IBM Systems Solution Lifecycle provides a best-practices-based roadmap for implementing a comprehensive, integrated IT Service solution. Phase 1 Design the Solution Approach Assessment Strategy Solution Selection Phase 2 Design the Solution Architecture Data Processes Organization High-level Design Operation Manage Delivery Detail Design Develop Deploy Phase 4 Deliver Service Phase 3 Implement the Solution
7 Page No. 7 The IBM Systems Solution Lifecycle offers a best-practices approach, delivering seamless, end-to-end systems management solutions. The lifecycle encompasses methods, knowledge, data and analytics. This lifecycle closely mirrors the ITIL-recommended Process Delivery Methodology of Process Design, Process Improvement Definition, Analysis & Design, and Pilot Deployment. IBM s approach further extends this model to help ensure that we provide a fully integrated and comprehensive solution one that addresses the various aspects of process, organization and tools. IBM s Infrastructure and Systems Services encompass the entire systems management lifecycle from assessment, strategy and design, to implementation and operations. Our professionals have the expertise, proven methodologies and tools to help you plan, deploy, optimize and manage the complex, multivendor IT systems infrastructure that supports your business. Skills, assets and methods to implement ITIL solutions IBM Global Services applies a unique combination of skills, assets and methods to help ensure we successfully apply our capabilities in implementing ITIL best practices in our clients Service programs. Skills: IBM professionals have extensive experience in the many aspects of systems and Service. The global breadth and depth of those skills mean we are ideally positioned to help our clients in these fields. IBM actively uses the ITIL education curriculum to train and certify appropriate services personnel in Service skills and how to apply them in client environments.
8 Page No. 8 Assets: IBM has captured the best practices and intellectual capital drawn from client engagements worldwide and our own experience in running global IT operations into our AssetWeb Intellectual Capital system. With this system, all of our practitioners can leverage our store of ITIL knowledge to accelerate the planning, designing and implementing of your ITIL solutions. Methods: IBM Systems Consulting and Design Services methodologies are based on years of practical experience solving client problems. They provide industry best practices on which to build your projects. This helps enable a fast project start and a stable platform for the ongoing project. The IBM methodologies are modular, configurable to the individual needs of each project, and closely align to the ITIL process principles. Based on years of practical experience solving client problems, IBM methodologies can be configured to meet the individual needs of your project. IBM s Solution Lifecycle provides you with a clear approach to effectively using skills, assets and methodologies to support your ITIL Service implementations. Please see ibm.com/services/ism/consulting/ for more information on the Solution Lifecycle approach. Assets Methods Skills
9 Page No. 9 Solution approach IBM can provide skilled ITIL practitioners to assess your IT capabilities and to create the appropriate Service strategy As the global marketplace continues to expand and the reliance on Web, wired and wireless devices increases, the information technology infrastructure of e-business has become a mission-critical component of the global enterprise. IBM provides ITIL-aligned services to help you: Understand the IT service needs of your customers Develop and manage your service portfolio Determine the key capabilities you require to deliver those services Develop appropriate strategies for developing or sourcing those capabilities. Understanding your customers wants and needs provides insight into how your value propositions and the IT infrastructure required to support them should be designed. Understanding your customer s business requirements provides a clear view of what they need from the supporting IT infrastructure. This understanding can help identify gaps, weaknesses or misconceptions that need to be addressed through redesign of products or services. These customer wants and needs subsequently become the design points for value propositions that can be offered, as well as for the capabilities and enablers needed to deliver and support the value propositions. IBM Global Services methods help you to identify your customer s requirements, so you can focus on the levels of IT service that will meet their expectations.
10 Page No. 10 IBM can help you create an IT services portfolio to guide your IT investments. Based on a solid understanding and appreciation of your customer s requirements and the services they value, we can help you define an ITIL-based portfolio of IT services that will address their needs. Based on this service portfolio, we can help you prioritize services and develop plans to improve current services or provide new ones. An IT services portfolio, prioritized against dimensions such as strategic value to the company, can provide guidance on where IT investments should be directed. The IT organization can then focus on developing the competencies and capabilities it needs to deliver those services. Thus, resources can be redeployed in a manner that optimizes the value to the business. The figure below illustrates how the customer s requirements are channeled through a portfolio of IT services and capabilities, which are all based on the supporting IT infrastructure. Customer Needs/Wants IT Capabilities IT Services Supporting: Organization Structure IT Processing Measures/Rewards/Cultures
11 Page No. 11 Process Maturity Incident Problem Configuration Change Release Service-Level Availability Capacity IT Service Continuity Financial Current Desired Initial Focus IT organizations today are being asked to do more, but with the same or fewer resources. Given the finite resources and funding available, IT organizations need to concentrate on where they can add the most value to the business. This may mean rationalizing services offered to IT customers, withdrawing some services or considering alternative sourcing arrangements. IT needs to consider both the direct costs and the opportunity costs of not providing each service. Identifying where your IT organization adds the most value is key to determining its core competencies and hence optimizing your IT resources. Identifying the services where internal IT organizations add the most value to the business is key to determining service delivery capabilities. Core competencies can then be defined on the basis of value-add to the business rather than what the IT organization does best today. Please see ibm.com/services/ism/ for more information on IBM consulting services.
12 Page No. 12 Design IBM can provide ITIL-skilled practitioners to integrate the critical management elements into a comprehensive solution Today s e-business requires mission-critical systems to be available around the clock. IBM s Systems Consulting and Design Services are designed to integrate the critical elements of Service processes, tools, data and human resources to deliver improved performance and reliability of IT systems through the application of the ITIL constructs. IBM s Service solutions tailor the ITIL framework and best practices information to suit the needs of each individual client, and incorporate the following elements to help ensure success: Specific measurements for the processes and services, to promote achievement of return on investments Techniques to plan and manage process deployment, to take advantage of quick wins and to plan for integrating services delivery organizations Facilitation of organizational change, to ensure understanding and acceptance of the solutions by staff Analysis and planning of essential skills required for performing the improved Service processes Definition of the required reporting requirements for the solution, to be able to communicate successes and analyze opportunities for improvements Assignment of governance roles and elements to promote clarity of responsibilities and understanding of the contribution of Service solutions to the business Definition of interfaces and handoffs to other processes to reduce duplication of efforts Development of a service culture in which employees exhibit appropriate behaviors and attitudes in their dealings with customers Integration with service delivery partners in creating product and services solutions to the benefits of your business. Please see ibm.com/services/fullservice.html for more information on the broad range of IBM Integrated Technology Services.
13 Page No. 13 IBM accelerator solutions support rapid deployment of standard ITIL processes and products. Implementation IBM provides implementation assistance and predefined ITIL-aligned solutions for Service During implementation we verify that the ITIL concepts and best practices are put to work for the benefit of our clients. The overall objective is to promote the achievement of returns expected from investment in service improvement programs. IBM has developed a unique program for rapidly implementing the ITIL processes through the deployment of ITIL-compliant products. Our years of experience dealing with clients to address IT management has shown that successful solutions are built upon a common foundation an integrated Infrastructure Resource (IRM) solution. Service Delivery Performance Demand SEP Service-Level Capacity Availability Financial Business Continuity Security Incident Data Request for Change Incident Problem Change SEP Repaired Configuration Item Release End User Service Support Configuration New Version Configuration Item Source:Quint Wellington Redwood and PTT Telecom Service Entry Point (SEP) Managed Operations IT Infrastructure
14 Page No. 14 As part of the IBM Infrastructure Resource Services offering, the IRM accelerator is a suite of predefined solutions derived from the best practices described in the IT Infrastructure Library, and implemented on leading ITIL-compatible tools. IBM has successfully mapped the ITIL processes into leading infrastructure management products to create packaged solutions; these solutions have been proven in the field through successful deployment to IBM clients. The figure on the following page illustrates the types of available IBM IRM accelerator offerings. The current IRM accelerator suite consists of Incident, Problem, Configuration, Change, Release, Service Level, and Asset solutions aligned with ITIL and other industry best practices. Each accelerator discipline offers a predefined solution based upon proven templates. The solutions include tailored industry leading infrastructure management tools (further personalized to the client s organization), job and role definitions, user procedures, measurements and reports. In summary: The accelerator solutions are predefined based upon ITIL and IBM IT Reference Model designs. The solutions provide effective Service through the use of best practices. Each implementation is personalized to the client s organization and environment. The solutions are comprehensive, consisting of tailored code, procedures, job descriptions and responsibilities, measurements and reports. Education is provided for key client personnel involved in the operation of the solution. (teach the teacher) The IRM accelerators exploit the power and flexibility of industry leading Service and asset management technology products. The client begins to receive value from the solution within a few weeks.
15 Page No. 15 Acquisition Acquisition Services Procurement Coordination Tracking & Reporting Measurements Strategy, Planning & Design IT Strategy & Architecture Joint Process Development Standards, Policies & Guiding Principles Deployment Configuration & Integration Pre-delivery Preparation Shipping Installation Refresh Recycle Retire & Remove Controls Operations Service Desk Moves, Adds, Changes Incident/Problem Ł Change Configuration Maintenance The IBM IRM accelerator Asset solutions, extend configuration management to include the management of the entire lifecycle of an IT asset and the Total Cost of Ownership. The purpose of this solution is to effectively manage infrastructure operations to drive down total cost of ownership, maintain and improve service levels, and enable new business capabilities. Please see ibm.com/services/ism/irm/ for more details on IBM Infrastructure Resource solutions.
16 Page No. 16 The IRM solutions are based on tools from the market leaders in ITIL-compatible IT Service tools. Strategic alliances with marketleading companies help enable IBM to provide scalable, end-toend solutions for infrastructure resource management. IBM Global Services professionals provide consulting and implementation services for industry leading software and solutions. IBM has formed technology alliance and partnership with industry leading Service and asset management software vendors to provide solutions that encompass the entire lifecycle of an organization s assets. As a premier infrastructure resource management solution provider for On Demand e-business environment, IBM Global Services markets, sells and provides services for industry-leading infrastructure management products to organizations globally. IBM provides infrastructure consulting and managed services using those products in both infrastructure management applications and e-marketplace enablement to hundreds of customers around the world. IBM Global Services provides consulting and implementation services for IT management and support solutions using industry leading infrastructure management applications. Our solution portfolio includes services such as helping install, automate or consolidate help desks; and integrating Asset and Configuration with Change and Incident/Problem.
17 Page No. 17 Education IBM can teach you how to apply the ITIL concepts to help improve service delivery and support Throughout the solution lifecycle, IBM can help you to build the ITIL skills and expertise necessary to successfully design, deliver and manage IT services. IBM has successfully applied ITIL capabilities for the benefit of our clients Recent global ITIL-related engagements include: IBM is helping organizations worldwide and in a variety of industries design and implement successful IT Service solutions. End-to-end implementation of many ITIL-aligned IRM accelerator solutions worldwide and in different industries since January Design of a Configuration Database (CMDB) (Configuration items, attributes, relationships) along with the process, roles and technology recommendations for managing and auditing configuration management and the CMDB at a large Ontario government agency Transition of ITIL-based processes at an international chemical company from design to implementation through the use of our methods and consulting expertise to realize their Service project goals Assessment of ITIL-based core systems management processes at a major oil company; creation of recommendations and transition plan for improvements Definition of a comprehensive and tailored framework of IT term definitions, processes, data interfaces and activities, including templates for documents, screen formats, report formats, etc., at a large North American utility company.
18 Page No. 18 IBM is dedicated to meeting our clients consulting and services needs with a full range of ITILbased skills, products and solutions. IBM s strategic ITIL steps IBM Global Services continues to actively promote awareness and use of ITIL among our customer set. IBM s success is demonstrated by growing demand for our ITIL-based capabilities skills, products and solutions. We will continue to support our clients by promoting the use of the ITIL framework across all IT activities. IBM continues to build ITIL expertise in our workforce to ensure that qualified and certified ITIL consultants are available to our clients. IBM has over 1,100 specialists in 37 countries certified in the ITIL essentials, including over 160 certified Service Managers and is continuing this training and certification investment. IBM has integrated the ITIL concepts and process information in the methodologies used by IBM Global Services practitioners worldwide, and will continue development of these methods. IBM will continue to use our award-winning AssetWeb Intellectual Capital system to help ensure practitioners worldwide are armed with the latest best practices techniques, experiences and information to foster successful IT Service investments. ITIL education will continue to be provided for both customers and IBM practitioners. We will continue to enhance and extend the curriculum. IBM will continue to be actively involved in developing and enhancing the IT Infrastructure Library. IBM will continue to focus on business solutions, which will be delivered through offerings containing packaged services and products from IBM and partners that exploit the ITIL concepts. IBM Infrastructure and Systems Services can deliver high-quality ITIL solutions quickly and cost-effectively. IBM will continue to provide thought leadership in the area of IT Service. IBM has been fostering and leading efforts to have clients focus on services to link to the business and provide enhanced IT Service. Our objective is to continue to lead our clients into the future of IT Service.
19 Page No. 19 Summary The IBM value proposition in relation to ITIL IBM is able to deliver ITIL solutions fast, with high quality, in a cost-effective manner because of: A proven track record in IT Service Experienced, well-trained and certified personnel with many years of experience in ITIL Creation of ITIL skills through IBM IT Education Services Full range of solutions, from assessment and design to implementation and tool support Industry-leading application of methods, assets and skills to implement best-practices-based solutions Provision of and partnership with vendors of the leading ITIL-compliant tool sets to provide automated solutions (for example, the IRM accelerator suite). For more information For more information please visit: ibm.com/services search for ITIL
20 Copyright IBM Corporation 2004 IBM Global Services Route 100 Somers, NY U.S.A. Printed in the United States of America All Rights Reserved IBM, the IBM logo, and the On Demand logo are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. G
IT service management solutions Executive brief Making ITIL actionable in an IT service management environment. 2 Making ITIL actionable in an IT service management environment. Contents 2 Executive summary
ITIL-aligned solutions White paper Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL). January 2005 2 Contents 2
Service quality management solutions To support your business objectives Implement a unified approach to service quality management. Highlights Deliver high-quality software applications that meet functional
Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com WHITE PAPER Hitachi Data Systems Optimizes Storage Management Through ITIL-Based Consulting Services
IBM Global Services September 2003 Reducing IT support costs through automated electronic end-user support. Reducing IT support costs through automated electronic end-user support. Page 2 Contents 2 Introduction
HP ITSM Assessment Services Helping you reach the levels of service your business requires HP ITSM Assessment Services are designed to help you achieve the IT service levels your business requires by reducing
IBM Global Services December 2004 IBM and the Information Technology Infrastructure Library A practical guide to achieving results from ITIL initiatives Page 2 Contents 2 Introduction 3 Pitfalls and challenges
IBM Infrastructure Resource Management Services Offering Overview The role of IT infrastructure within the enterprise has evolved as business functions have become virtually inseparable from the IT that
1. ITIL Defined The Information Technology Infrastructure Library (ITIL) is a set of guidance developed by the United Kingdom s Office Of Government Commerce (OGC). The guidance, documented in a set of
IBM Global Services Information technology infrastructure key to your business success. In today s complex business environment, new opportunities constantly emerge, which can challenge a company s ability
Service management solutions Buyer s guide: purchasing criteria Select the right configuration management database to establish a platform for effective service management. All business activities rely
Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.
BEST PRACTICES WHITE PAPER Practical Lessons for Speeding ITIL Adoption Leveraging Educational s to Achieve Your ITIL and Business Objectives More Quickly Table of Contents Executive Summary...1 The ITIL
ITIL: What is it? How does ITIL link to COBIT and ISO 17799? 1 What is ITIL? The IT Infrastructure Library A set of books comprising an IT service management Best Practices framework An industry of products,
Cost-effective supply chains: Optimizing product development through integrated design and sourcing White Paper Robert McCarthy, Jr., associate partner, Supply Chain Strategy Page 2 Page 3 Contents 3 Business
Cisco Nexus Planning and Design Service Efficiently migrate to a 10GbE environment. Create a more scalable, efficient, and resilient data center architecture with Cisco Nexus Planning and Design Service.
IBM Service Management solutions and the service desk White paper Extend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database. December
IBM asset management solutions White paper Using IBM Maximo Asset Management to manage all assets for hospitals and healthcare organizations. September 2007 2 Contents 2 Executive summary 3 Introduction
Unified communications and collaboration solutions White paper April 2007 Beyond converged networks: driving user productivity through unified communications and collaboration. Page 2 Contents 2 Executive
IPMA 2006 ITIL in Practice The Alignability Process Model and HP OpenView Service Desk Presented by and Lilien Systems ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office
PinkVERIFY 2011 IT SERVICE MANAGEMENT TOOL ASSESSMENT Produced By : Pink Elephant Date : May 2015 1 Table Of Contents 1 PinkVERIFY IT Service Management Tool Assessment Service... 3 1.1 Executive Summary...
Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate
IBM Software Integrated Service Management: Visibility. Control. Automation. Enabling service innovation 2 Integrated Service Management: Visibility. Control. Automation. Every day, the world is becoming
Retail store systems for high performance 2 Retail store systems are on the frontline of the drive to achieve operational excellence the key to competitive advantage now, and in the future. But in today
-oriented architecture White paper March 2009 Introduction to SOA governance and Best practices for development and deployment Bill Brown, executive IT architect, worldwide SOA governance SGMM lead, SOA
Frameworks for IT Management Copyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.net 18 ITIL - the IT Infrastructure
World-Renouned Services Digital Intelligence Systems, LLC (DISYS) is a global managed staffing and services company with core capabilities in: Agile Solutions Infrastructure Support Services Application
White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard Abstract: This white paper outlines the ITIL industry best practices methodology and discusses the methods in
Embracing SaaS: A Blueprint for IT Success 2 Embracing SaaS: A Blueprint for IT Success Introduction THIS EBOOK OUTLINES COMPELLING APPROACHES for CIOs to establish and lead a defined software-as-a-service
in collaboration with Core Banking Transformation using Oracle FLEXCUBE Unlocking the power of FLEXCUBE with Capgemini Moving towards a packaged system transformation program Capgemini is an Oracle Diamond
IBM Rational SCM solutions for distributed development August 2004 Successfully managing geographically distributed development Karen Wade SCM Product Marketing Manager IBM Software Group Page 2 Contents
White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed
IBM Software Cloud service delivery and management Rethink IT. Reinvent business. 2 Cloud service delivery and management Virtually unparalleled change and complexity On this increasingly instrumented,
LANDesk Service Desk LANDesk Service Desk Certified in All 15 ITIL v3 Suitability Requirements PinkVERIFY is an objective software tool assessment service that validates toolsets that meet a set of functional
in collaboration with Project, Program & Portfolio Help Leading Firms Deliver Value Managing Effectively & Efficiently Through an Enterprise PMO Program & Portfolio : Aligning IT Capabilities with Business
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
Running an Agile and Dynamic Business Business Solutions Delivered by Microsoft Services Conducting Business in Today s Global Market When market conditions change and present new opportunities, not every
Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become
IBM Sales and Distribution IBM and Manhattan Associates Innovating across the supply chain and beyond 2 IBM and Manhattan Associates Market-leading companies realize that their supply chains are strategic
Easily deploy and move enterprise applications in the cloud IBM PureApplication solutions offer a simple way to implement a dynamic hybrid cloud environment 2 Easily deploy and move enterprise applications
The power of collaboration: Accenture capabilities + Dell solutions IT must run like a business grow with efficiency, deliver results, and deliver long-term strategic value. As technology changes accelerate
A discussion of information integration solutions November 2005 Deploying a Center of Excellence for data integration. Page 1 Contents Summary This paper describes: 1 Summary 1 Introduction 2 Mastering
SOLUTION BRIEF CA IT Asset Manager how can I manage my asset lifecycle, maximize the value of my IT investments, and get a portfolio view of all my assets? agility made possible helps reduce costs, automate
Enterprise Mobility Orchestrator Your Business. Always On. Introduction Capgemini and Sogeti offer end-to-end Mobile Solutions for mobile strategy and services as your Enterprise Mobility Orchestrator.
. Introduction to etom White Paper 2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 1 of 13 Contents Introduction... 3 What Is NGOSS?... 3 History and Context
IBM Academy of Technology Thought Leadership White Paper October 2010 Cloud computing insights from 110 implementation projects IBM Academy of Technology Survey 2 Cloud computing insights from 110 implementation
Solutions for On Demand Business The choice is clear: IBM and Oracle Applications DON T BASE TODAY S DECISION ON LAST WEEK S INFORMATION. Competitive advantage is not just a matter of what you know, but
best practices WHITE PAPER Between the Bazaar and the Cathedral Where ITIL, Business Service Management, and Open Source Converge Table of Contents Executive Summary...1 ITIL and BSM Meet the Bazaar...2
WHITE PAPER Business Process Services: A Value-Based Approach to Process Improvement and Delivery In this white paper, we examine how your business can be improved through business process services. Business
IBM Executive Point of View: Transform your business with IBM Cloud Applications Businesses around the world are reinventing themselves to remain competitive in a time when disruption is the new normal.
Protecting data on endpoint devices and removable media IBM Data Security Services for endpoint data protection endpoint encryption solution Highlights Secure data on endpoint devices Reap benefits such
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
IBM Software Energy and Utilities Thought Leadership White Paper Empowering intelligent utility networks with visibility and control IBM Intelligent Metering Network Management software solution 2 Empowering
BRIDGE the gaps between IT, cloud service providers, and the business. IT service management for the cloud Business white paper Executive summary Today, with more and more cloud services materializing,
IBM Global Business Services Navigating the Road to Growth and Success Bringing innovation and affordable solutions to the midmarket Midsize Business Table of contents Defining the midmarket........................................................................
ITIL V3 - The Future Is Here Copyright Notice Copyright Axios Systems 2007. The information, which is contained in this document, is the property of Axios Systems. The contents of the document must not
TECHNOLOGY BRIEF: SERVICE ASSET AND CONFIGURATION MANAGEMENT MAPS Improving Service Asset and Configuration with CA Process Maps Peter Doherty CA TECHNICAL SALES Table of Contents Executive Summary SECTION
1 ITIL Service Lifecycles and the Project Manager The intersection of IT Service and Project Delivery Presented to: Kansas City Mid-America PMI Chapter Mark Thomas January 17, 2011 1 Agenda 2 Introduction
IBM and ACI Worldwide Providing comprehensive, end-to-end electronic payment solutions for retail banking IBM and ACI offer unparalleled expertise in designing and optimizing payment systems As leading
HP and netforensics Security Information Management solutions Business blueprint Executive Summary Every day there are new destructive cyber-threats and vulnerabilities that may limit your organization
IBM Global Technology Services Thought Leadership White Paper Cloud computingi IBM Global Technology Services Choosing a partner for enterprise cloud production workloads Migrating production workloads
Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate
IBM SmartCloud for Service Providers Launch new cloud services simply and quickly to increase revenue Highlights Offers a pre-integrated, pre-configured, building-block approach to cloud services delivery
IBM Sensor Solutions IBM RFID for Supply Chain and Logistics: Reusable Asset Tracking solution Highlights Transforms your supply chain by automating and error-proofing business processes Provides real-time
Enhance Enterprise Applications with Oracle EBS The Backbone of a Business Enterprise applications play a critical role in businesses across industries in today s competitive world. Enterprise applications
Accenture Enterprise Services for Chemicals Delivering high performance in enterprise resource planning An innovative, comprehensive and proven approach that helps chemical companies accelerate enterprisewide
HP Software Professional Services Increase the value of IT with HP s end-to-end consulting Brochure Our IT Service Management project with HP has an 18-month payback and now has given us a better understanding
ITIL Primer [ITIL understanding and implementing - A guide] ITIL - The Framework ITIL is the IT Infrastructure Library, a set of publications providing descriptive (i.e., what to do, for what purpose and
IBM Global Services Infrastructure resource management: A holistic approach Introduction Thought Leadership Forward-thinking organizations are taking advantage of Infrastructure Resource Management technology
IBM Rational ClearCase and IBM Rational ClearQuest October 2004 Simplifying development through activity-based change management Allan Tate Product Manager IBM Software Group Karen Wade SCM Product Marketing
best practices WHITE PAPER Understanding ITIL Service Portfolio Management and the Service Catalog An approach for implementing effective service lifecycle management Table of Contents Executive Summary...1
VALUE PROPOSITION FOR SERVICE PROVIDERS Helping Service Providers accelerate adoption of the cloud Partnership with Service Providers Enabling Your Cloud Services in Complex Environments Today s challenge
ITIL Asset and Configuration Management in the Cloud January 2016 2016, Amazon Web Services, Inc. or its affiliates. All rights reserved. Notices This document is provided for informational purposes only.
May 2001 Transformational Outsourcing: Responding to change in the e-business marketplace Prepared for IBM Global Services Page 2 Contents 2 Trends and directions 4 Outsourcing: The new wish list 5 What
Cisco Unified Communications Scoped Planning and Design Services Successfully plan and design a high-performance Cisco Unified Communications system, accelerating business advantage. Service Overview Cisco
W H I T E P A P E R Practical IT Service : Rapid ITIL Without Compromise John Custy IT Service Consultant and Managing Consutant JPC Group Executive Summary All businesses face challenges providing the
HP CLOUDSYSTEM A single platform for private, public, and hybrid clouds Simply the most complete cloud system for enterprises and service providers Solution brief It s a fact of life: cloud computing is
Technology Accenture Data Center Services 2 Accenture employs marketleading technologies and processes to help clients design, implement and manage data center solutions that align to business priorities,
Helping to secure critical healthcare infrastructure from internal and external IT threats, ensuring business continuity and supporting compliance requirements. Preemptive security solutions for healthcare
White paper IBM Service Management and MRO Software Maximo synergies, convergence and roadmap. December 2006 Page 2 Contents 2 Executive summary 5 Converging industry-proven platforms and processes 9 Directions
XACTLY PARTNER PROGRAM GUIDE 2014 PARTNERING WITH XACTLY The targeted nature of our partner program enables us to help partners better capture the momentum of the growing incentive compensation management
Get (and Keep) Your Business-Critical IT Initiatives on Track with EMA Today s IT leaders are under pressure to improve IT service quality and align IT with the business all while containing or even reducing
BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview
Ecosystem SAP Partner Guide CONTENT 4 SAP Ecosystem and Partners 4 Partner Program Focus 4 Partner Types 4 Partner Services and Benefits 4 Marketing Awareness, Branding, and Lead Generation 5 Incremental
SOA policy management White paper April 2009 Realizing business flexibility through integrated How integrated management supports business flexibility, consistency and accountability John Falkl, distinguished