1 Gartner delivers the technology-related insight necessary for our clients to make the right decisions, every day. Jeffrey M. Brooks, MS CIS & MBA Research Director, Gartner Co-Author Help Desk Manager s Crash Course
2 IT Service Desks Must Evolve The Traditional IT Service Desk The Modern IT Service Desk IT service support in the future will look dramatically different from how it looked in the past!
3 Key Issues 1. What current and future challenges do IT service desk organizations face? 2. How will IT service desks modernize to position themselves for IT service support of the future? 3. What roles will IT service desk vendors play in the modernization of IT service desks?
4 Why Can't IT Service Desks Get It Right? What the Service Desk Provides: IT Service Desk Monthly Performance Report January February What the business responds with: So what Tickets Opened First Contact Resolution Rate 62% 65% Average Hold Time 36 seconds 36 seconds Average Talk Time 8 minutes 8 minutes Abandonment Rate Customer Satisfaction Rate 4.9% 5.1% Solid performance by industry standards does not automatically equate to business value
5 Too much to measure! Messages per Second MTRS % Projects Completed Disk/Network Throughput
6 Adopt a Balanced Approach to Metrics Productivity End User Satisfaction IT Staff Satisfaction Efficiency
7 Align Your Metrics Goal CSF KPI Metric(s)
8 You Have to Ask!
9 Prove Value or Perish By 2014, 30% of IT organizations will experience staffing reductions of 10% or more due to the inability to clearly show value in IT services. Why it won't happen: I&O Organizations will no longer utilize unaligned canned reports available in ITSSM Tools in favor of value based reporting I&O organizations will work closely with the business to understand their perception of value to ensure services delivered are measured against the business users desires rather than operational goals of the I&O I&O organizations will mature in the manner they utilize metrics to ensure proper business alignment Why it will happen: IT Key Metrics data shows both IT Spending as a Percent of Operational Expense and IT Spending as a Percent of Revenue declining over the past 5 years with no projection of increasing. Staffing is the largest percent of spend of the I&O organization I&O organizations are not maturing the manner in which they present metrics surrounding their services I&O organizations will not properly align metrics against CSF s of the business.
10 The Nexus of Forces Mobility BYOD Always On 24/7 Support Required? Social Networking Mass Collaboration Feedback Mechanism Collective Intelligence Expertise Identification Information Big Data Advanced Analytics Context Aware Cloud Computing Flexibility in Sourcing Expanded Business Functionality IT service support has to modernize to account for changes in complexity of IT services and in business expectations. 10
11 ITIL Updates: Change Course? ITIL V3 Service Strategy Service Design Service Operation Service Transition Continual Service Improvement In Short... Stay the Course! Revised in 2011 Lots of Reading Overlaps with corollary areas Comprehensive Improved consistency
12 Rightsizing IT Service Desk Support Social-Media-Enabled Crowdsourcing IT Service Desk Automated Request Management and Password Reset HVD and Remote Control Break/Fix Assistance Outage Notification via Tighter Event-Monitoring Integration
13 Which Would You Indicate as Your IT Service Desk's Biggest Challenge? 1. Streamlining process 11% 2. Reducing the total cost of IT support 1% 5% 7% 10% 3. Providing high levels of customer satisfaction 4. Staffing and organization 5. Having the right technology in place 6. Demonstrating business value 12% 7. Responding to changes in the business 8. Other 27% 27% 13
14 Will IT Self-Service and Automation (Finally) Reduce IT Service Desk Staffing? By 2014, 20% of IT organizations will reduce Level 1 IT service desk staff by 50%. Reasons why SPA will be true Continued failure of IT service desks to demonstrate business value Continued budget constraints will cause IT organizations to mandate self-service as a primary support option Reallocation of IT service desk functions to Level 2 will only consist of specific issue types Reasons why SPA will be false Continued organizational investment in IT service desk maturity Current levels of investment are too significant to cut bait Technology becomes too complex for users to manage demand efficiently in a self-service model
15 Key Issues 1. What current and future challenges do IT service desk organizations face? 2. How will IT service desks modernize to position themselves for IT service support of the future? 3. What roles will IT service desk vendors play in the modernization of IT service desks?
16 Provide an IT Service View Unhappy customer... Key business service impacted Time to restore is 2 hours What's changed? Escalate to database team! Business Service "Container" Mainframe Firewall Middleware Network Storage Web Application OS OS OS OS Ser- Server Server Server Database OS Credit Card Check Server Response Time Frame Relay Circuit
17 Use Social IT Management for Support Social Software Platform Service Desk Support Or I need help! Social: Networking Publishing Feedback Bookmarking Peer-to-Peer Support
18 Will You Integrate Social Media and IT Support? 1. Have already done it 8% 2. Yes, within the next 6 months 8% 13% 3. Yes, within the next 12 months 15% 4. Yes, within the next 18 months 5. No plans 56% 18
19 Turn IT Knowledge "Text" Into Con-TEXT The bridge Rich Information Analysis starts with Knowledge Management Conversational Search Structured Information Multimedia People-Focused Simple Search Unstructured Information Text Documents Technology-Focused You need to be here, before you get here
20 Gamify IT Support to Foster Engagement Gamification is the application of game mechanics to non-game environments to motivate and change behavior. Gamification of IT Support can: Reduce Onboarding Cycles Increase Analyst Skill Levels Promote Productivity Boost Engagement Levels Gartner SPA: By 2014, 70% of large companies will use gamification for at least one business process.
21 Evolve the Service Desk Role Profile Responsibilities Level Level Triage, Troubleshooting, & Escalation Troubleshooting and Isolation to the Component Level Work Arrangements Success Criteria Education & Training Knowledge & Skills Key Behaviors Tools Majority of Time Spent at Desk FCR, Avg. Talk Time, Avg. Speed to Answer Troubleshooting Knowledge & Experience Customer Service, Written and Verbal Communication Multitasking, Problem Solving, Time Management PC, IP Phone, IT Service Desk Software, Knowledge Base Time Split Between Desk and Field MTTR, Customer Satisfaction, Tickets Closed Certified Professional Credentials, ITIL Foundations Technical and Domain, Interpersonal Process Adherence, Collaboration, Team-Focused Mobile Device, Remote Control Software, Desktop Management Software
22 Mobile vs. Mobility By 2017, 50% of IT service desk Level 1 analysts in large organizations will use mobility technologies in their delivery of service, which is major increase from the current 3% level.
23 Key Issues 1. What current and future challenges do IT service desk organizations face? 2. How will IT service desks modernize to position themselves for IT service support of the future? 3. What roles will IT service desk vendors play in the modernization of IT service desks?
24 Vendor 2011 IT Service Desk Vendor Landscape IT Service Desk Revenue, Growth, Market Share and Change in Market Share Vendors With $50 Million or More in ITOM Revenue 2010 BMC (+ Numara) 2010Revenue (Millions, US$) Share 2009 Share 2010 Growth HP CA ServiceNow FrontRange IBM LANDesk Other Vendors Grand Total 1, % - - Source: "Market Share: All Software Markets, Worldwide, 2010" (Revenue in Millions)
25 The Tools Evolution ITSSM Tools IT Service Desk Tools Service Visualization, Release Governance, Social IT Management, Service Support Analytics and Reporting, Mobility ITSIO Level 3 to 5 Maturity Change Management, Self-Service, Service Request Management, SLA Management for Incidents and Service Requests ITSIO Level 2 IT Help Desk Tools Incident Management, Problem Management, Inventory Management, Metrics Reporting, Knowledge Management ITSIO Level 1
26 Potential Innovation for IT Service Desks Current Commodity Features of IT Service Desk Tools: Still Missing From Many IT Service Desk Tools: Issue Tracking and Escalation Inventory Management IT Self-Service Knowledge Management Canned Dashboarding and Reporting Request Management IT Customer Surveying Codeless Design Drag-and-Drop Workflow Out-of-the Box Best Practices (e.g., ITIL) Mobility Remote Control Embedded Business Value Metrics Ease of Process Integration Custom and Complex Reporting Social Media Capabilities IT Service Visualization Content Analytics for Knowledge Management Gamification
27 SaaS Accelerates Useful Life Cycle What is the expected useful life timeline for the new service desk tool suite? Perpetual License Model Capital Budget High Initial Outlay Additional ITSM Tools Available Pay Maintenance & Support Ongoing Customer Responsible for Infrastructure HW and SW Upgrades Average 5-Year Useful Life Cycle Software as a Service Model Operational Budget LowCosts in First Few Years Additional ITSM Tools Included Maintenance& Support Included Vendor Primarily Responsiblefor Infrastructure HW and SW Upgrades Average 3-Year Contract Term Work to understand YOUR specific costs of the various models over the life cycle of the tool
28 If You Had to Make an IT Service Desk Choice of Vendor Today, Would You 1. Stay with current on-premises vendor 2. Stay with current SaaS vendor 3% 6% 13% 38% 3. Replace on-premises vendor for SaaS vendor 40% 4. Replace SaaS vendor for on-premises vendor 5. Outsourced 28
29 What Does it All Mean?
30 The Traditional IT Service Desk is Dead IT Service Desks IT Score 1-3 Primary Objective/Focus Focus Roles& Responsibilities Metrics Tools/Toolkit(Standard) Level 1. Service support analysts who troubleshoot, provide break/fix support when business users contacts them Reactively enable productivity by working to resolve issues as quickly as possible through transactional interactions. Own Incident Management, Sits in a basement,supports basic FAQ and IT self service, provides flat alerting and outage notification (High)FCR, (High) Tickets Closed, (Low)Abandonment Rate, (Low) Cost Per Contact IP Phone, IT Service Desk Tools (Incident and Reporting), Knowledge Base Best Example Current model for IT Service Desk 30
31 Self Service vs. Self Sufficiency Traditional IT Self Service Assisted Modern IT Self Service Unassisted FAQ s Notifications Issue Tracking Simple Request Management vs. Web Chat IT Application Stores Remote Support Collaborative Browsing Video Chat Social IT Support IT Value Marketing and Notification Knowledge Base Response Acknowledgement How To Videos Peer-to-Peer IT Support Gamification Password Reset IVR Perspective Scripts 31
32 Transform IT Service Desks to Business Productivity Teams (Biz Productivity Team) IT Score 4-5 Primary Objective/Focus Focus Level1.5 and 2.Technical advisors working directlywith end users to identify and find solutions to business problems Proactively promote productivity by enablinghigh levels of user self sufficiency through teaching moments and direct user interaction. Roles& Responsibilities Metrics Tools/Toolkit(Standard) Own Problemmanagement, Engage the business directly (Via mobile), community management in social ITM,end user training sessions (Low)FCR resolution, (High) Cost Per contact, (Low) Tickets Closed, High CSAT and Business Value Delivery Mobile Phone,Remote Support Tools, Client Management Tools, MDM Tools, Best Example Apple Genius Bar, Best Buy Geek Squad 32 32
33 Gartner Predicts Strategic Planning Through 2012, the average handle time of an IT service desk request will increase by 15%. By 2014, 90% of the ITSD market will be shared by 10% of the vendors (which is an increase from 80% in 2011), due to growth of market leaders and vendor consolidation. By 2014, 30% of IT organizations will experience staffing reductions of 10% or more due to the inability to clearly show value in IT services. By 2015, 25% of organizations will incorporate game mechanics for IT service support processes. By 2015, 90% IT service desk and ITSSM tool vendors will provide new social media and collaborative features for IT support functions within their standard offerings. By 2015, at least two of the following social attributes (networking, publishing, feedback and analytics) will be included in the majority of IT service desk standard offerings. By 2015, less than 2% of interactions currently solved by the IT service desk will be solved through internal end-user communities. By 2017, 50% of IT service desk Level 1 analysts in large organizations will use mobility technologies in their delivery of service, which is major increase from the current 3% level. 33
34 Recommendations Identify opportunities for IT service desk evolution. Take small steps as necessary. Involve the IT service desk in the definition stages of new or changing IT services, positioning them to be better informed and ready to support services more efficiently. Perform a detailed ROI analysis to understand how future IT service desk improvement efforts and technology innovation will affect efficiency, costs and quality. Provide support analysts with service view data to enable faster problem identification. Enhance IT service notification, end-user satisfaction surveying and IT self-service with the use of social media. Differentiation among ITSD vendors will be outside of the core product in the corollary products. Consider the five-year TCO of a SaaS solution rather than just the purchase price.
35 Action Plan for IT Support Organizations Monday Morning Develop an IT service desk mission statement that demonstrates commitment to efficiency, cost optimization, and user satisfaction. Review current metrics being utilized and eliminate metrics which are not actionable Create balanced triangles using your metrics to determine if you have a multidimension approach to how you measure the I&O. Next 90 Days Amend your IT service desk analyst job description profile. Refine your IT service desk metrics and align them to CSFs and KPIs that are linked to business objectives. Ask the business what they consider to be Critical Success for the IT Service Desk. Next 12 Months Build a continual service improvement plan for your IT service desk. Evaluate your IT service desk vendor's ability to meet your IT support organization's long-term requirements. Turnmetrics reports into value statements of how the IT Service Desk increased the productivity of the business.
36 Related Gartner Research Creating an IT Governance Team for Your IT Service Desk Jeffrey Brooks, Jarod Greene (G ) Why Can't Service Desks Get It Right? Jarod Greene (G ) IT Service Desk Organizational Principles for Resource Optimization Jarod Greene (G ) The Impact of Crowdsourcing on IT Support David Coyle, Jarod Greene (G ) 'Socializing' IT Service Desk Best Practices to Improve End-User Engagement Jarod Greene (G ) IT Service Desk Software-as-a-Service Vendor Landscape Jarod Greene, Jeffrey Brooks (G ) The 2011 IT Service Desk Market Landscape Jeffrey Brooks, Jarod Greene (G ) A Balanced Triangle Approach for IT Service Desk Metrics Jeffrey Brooks, Jarod Greene (G ) The Mobility-Enabled Service Desk Will Change How Service Analysts Do Their Jobs Jeffrey Brooks (G ) Introducing the IT Service Support Management Tools Market Jeffrey Brooks, Jarod Greene (G ) IT Service Support Management Tools Magic Quadrant Criteria Jarod Greene, Jeffrey Brooks (G )
BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
Page 1 of 8 Magic Quadrant for IT Service Support Management Tools 20 August 2013 ID:G00248914 Analyst(s): Jarod Greene, Jeffrey M. Brooks VIEW SUMMARY IT service support management tools go beyond traditional
Simplify and Automate IT The current state of IT INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY
Simplify and Automate IT Expectations have never been higher Reduce IT Costs 30% increase in staff efficiency Reduce support costs by 25% Improve Quality of Service Reduce downtime by 75% 70% faster MTTR
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
The Importance of Information Delivery in IT Operations David Williams Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from
Creating Service Desk Metrics Table of Contents 1 ITIL, PINK ELEPHANT AND ZENDESK... 3 2 IMPORTANCE OF MONITORING, MEASURING AND REPORTING... 3 2.1 BALANCED MANAGEMENT INFORMATION CATEGORIES... 3 2.2 CSFS,
Remote Support: Key Metrics to drive Improvement in your Center Jeremy Curley, Director of Business Solutions, Bomgar Mike Sell, Director of Strategic Alliances, Bomgar 0 Why Are Metrics Not Improving?
Global Service Desk Superior end-user support for the Adaptive Enterprise HP Services The HP Global Service Desk is a cost-effective way to reduce the complexity of your IT organization while delivering
Lines of Business LOB #132: END USER SERVICES Department of Information Technology Purpose The End User Services LOB in the Department of Information Technology is responsible for providing direct technical
ANALYST ALERT: Gartner Magic Quadrant and Critical Capabilities for ITSSM 2014 Gartner recently published two reports that complement each other. The Gartner Magic Quadrant for IT Service Support Management
Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations
Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER Table of Contents Executive Summary...1 The Service Desk Evolves...2 What s Next?...2 Enabling Innovations...3 > Configuration Management
G00231576 Magic Quadrant for IT Service Support Management Tools Published: 20 August 2012 Analyst(s): Jeffrey M. Brooks, Jarod Greene IT service desk tools themselves are no longer sufficient for maintaining
HP APPLICATION PERFORMANCE MONITORING mr. sci Tomislav Kanižaj Teritorry Sales Manager HP Software March 2011 2010 Hewlett-Packard Development Company, L.P. The information contained 1 herein is subject
Predictive Intelligence: Moving Beyond the Crystal Ball BEST PRACTICES WHITE PAPER Table of Contents Introduction...1 Business Challenge...1 A Solution: Predictive Intelligence...1 > Dynamic Thresholding...2
Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services
Alleviating Password Management Demands on Your IT Service Desk SOLUTION WHITE PAPER Table of Contents Executive Summary...1 The Importance of Automation...2 The Role of Password Management in Modern Business...3
BMC Remedy IT Service Management Suite BMC Remedy ITSM enables streamlined service delivery with an amazing user experience on both sides of the service desk. Business Challenge Today s enterprises are
"Service Lifecycle strategies for CIOs" Ralf Hart, Sales Manager CEE Europe FrontRange Solutions 10th December 2008 Agenda FrontRange Solutions The challenges the IT community faces What is the solution?
Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive
Minimizing ITSM cost of entry: HP Service Anywhere Simple. Scalable. SaaS. Ioannis Mangos Senior Business Consutant HP Software Greece & Cyprus Fundamental question: On-Premise or SaaS Key factors affecting
ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management
Information Technology Infrastructure Library support and process automation puts the service back in service desk Data Sheet: Endpoint Management Overview IT departments are coming under pressure to do
What are metrics? A business metric is any type of measurement used to gauge some quantifiable component of a company's performance, such as return on investment (ROI), employee and customer churn rates,
24 y 25 Octubre 2011 "ITOM (Information Technology Operations Management). La convergencia de Servicios, Activos y dispositivos móviles, físicos y virtuales". Together at Last : Service Desk and Desktop
Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able
SERVICE DESK EFFECTIVENESS SELF SERVICE REIGNS SUPREME 1 MAXIMIZING THE VALUE OF SELF SERVICE Situation: Flat IT budgets are putting pressure on Support teams to do more with less staff while still delivering
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
White White Paper Paper Drive Down IT Operations Cost with Multi-Level Automation Overview Reducing IT infrastructure and operations (I+O) budgets is as much on the mind of CIOs today as it s ever been.
GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses IT Must Innovate to Meet Rising Business Expectations IT Must Innovate to Meet Rising Business Expectations Business
Predictive Intelligence: Identify Future Problems and Prevent Them from Happening BEST PRACTICES WHITE PAPER Table of Contents Introduction...1 Business Challenge...1 A Solution: Predictive Intelligence...1
HP Services Global Service Desk with esupport Innovative technology and business processes that transform IT support for your employees Positioned in Leaders quadrant in Gartner s 2004 Magic Quadrant for
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.
CRM as a Service For Customers in the Cloud Customer Relationship Management Our mission: to help our customer identify, define, design and deliver the best CRM strategy, in terms of For our Customer with
PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.
BMC and ITIL: Continuing IT Service Evolution Why adopting ITIL processes today can save your tomorrow What does it mean to adopt ITIL? Implementing ITIL? Don t. That s outdated thinking. Today s successful
SOLUTION WHITE PAPER BMC Service Resolution: Bridging the Gap between Network Operations and the Service Desk Improve service availability and mean time to repair (MTTR) while prioritizing event resolution
Q&A HP Service Anywhere Simplifying ITSM Questions Asked by Webinar Attendee on December 12, 2012 Q: What are the USP's for Service Anywhere over say ServiceNow? A: Please review the information available
The 10 Substantial Benefits of Software-as-a-Service Business Intelligence Executive Summary Smart businesses are pursuing every available opportunity to maximize performance and minimize costs. Business
EMPOWERING THE DYNAMIC WORKPLACE Matrix42 has been positioned in the visionary quadrant of the Gartner Magic Quadrant as the only vendor that enables organizations to manage physical, virtual and mobile
Providing 24/7/365 sample committed text help that desk maximizes services to support you productivity! your business! 24/7/365 committed help desk services to support your business! Overview Today the
PRODUCT SOLUTION DATASHEET BMC Track-It! BMC Track-It! is the leader in the small to mid-sized business help desk market and gives you the ability to immediately take control of your Help Desk and IT Management
Return On Investment XpoLog Center ROI Management of XpoLog Center Business white paper May 2015 In This Document: 1. ROI Metrics and Examples 2. Total Summary of ROI and TCO 3. Real Life Use Cases and
The Benefits of Combined IT Service Management and IT Asset Management A Provance White Paper Contents Introduction... 3 IT Service Management... 3 IT Asset Management... 4 People... 4 Processes... 5 Shared
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
Wilhelmenia Ravenell IT Manager Eli Lilly and Company Agenda Introductions The Service Management Framework Keys of a successful Service management transformation Why transform? ROI and the customer experience
Unisys Innovation Plan June 12th, 2015 Our View of the Market Unisys regards user support, cloud/datacenter, applications, data, analytics, social, service management and security as essential components
Stephen Miles Vice President - Service Assurance Asia Pacific & Japan CA Expo Hong Kong 21 September, 2012 Transform IT assets to Drive Business Service Innovation The age of innovation has arrived CLOUD
Alexa Bona s research currently focuses on IT management. As part of the IT Procurement and Asset o Workshop: Six Steps to Preparing and Negotiating Software Contracts o Negotiating effective sustainable
BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................
Mobile Device Management Complete remote management for company devices Corporate and personal mobile devices (commonly referred to as Bring Your Own Device, or BYOD) must be provisioned, configured, monitored,
Numara Track-It! 10.5 Product Family Overview www.numarasoftware.com Introduction The Numara Track-It! family of IT Management solutions gives you the ability to immediately take control of your Help Desk
Alcatel-Lucent Managed Services Overview Operators have to continuously evolve their networks and be savvy about the use of technology to meet the exploding bandwidth demand being created by today s end
Request for Information (RFI) For providing An Information Technology Services Solution RFI No. R25CD14213 RFI No. R25CD14213 Overview The Information Technology Department (ITS) at the Toronto Transit
Leveraging Mobility to Drive Productivity and Provide a Superior IT Service Management Experience Emerging Trends Create New Business and Consumer Expectations It s no secret that the enterprise IT landscape
White Paper Managing IT Using the Summit Platform SUMMUS Software 1 Introduction Midsize and enterprise organizations worldwide are faced with increasingly tough challenges. Many are asking their IT organizations
Juniper Care Plus Services Service Overview In today s dynamic marketplace, organizations are under constant pressure to meet market demand while maintaining or increasing return on investment. IT departments
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release
Image Area View Point Transforming your Metrics Program with the right set of Silver Bullets www.infosys.com Introduction Today s organizations are competing in a fast-paced marketplace driven by new technologies,
Welcome - CompuCom's GoLiveNow Accelerators for ServiceNow May 19, 2015 Agenda Welcome Perspective Kathy Buckley CompuCom Accelerators and Employee Self-Service Portal Jim Trezza and Matt Farahmand What
Atrium Discovery for Storage solution white paper EXECUTIVE SUMMARY As more IT systems are deployed that depend on storage infrastructure to provide business services, and with the adoption of technology
Enterprise environments today have various technologies and concerns in their network environment; from telephony, Internet, video, compute, and infrastructure, to regulatory and security management. On
WHITE PAPER APRIL 2015 Redefining Infrastructure Management for Today s Application Economy Boost Operational Agility by Gaining a Holistic View of the Data Center, Cloud, Systems, Networks and Capacity
FUTURE OF THE HELP DESK THE NAVIGATING THE PATH TO BUSINESS & IT INTEGRATION TABLE OF CONTENTS Page The Help Desk Evolution 1 Increasing Importance of Business/IT Integration 2 Top Future IT Issues 3 Steady
DATASHEET PULSE SECURE CARE PLUS SERVICES Service Overview In today s dynamic marketplace, organizations are under constant pressure to meet market demand while maintaining or increasing return on investment.
new technology spotlight Dell Services Transforming the healthcare help desk with eresponder, a cloud-based ticketing system built on BMC Remedyforce DELL SERVICES Dell Services credentials in healthcare
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1
The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................
System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and
AUDITOR GENERAL S REPORT ACTION REQUIRED IT Service Desk Unit Opportunities for Improving Service and Cost-Effectiveness Date: September 18, 2013 To: From: Wards: Audit Committee Auditor General All Reference
The Evolution of the Service Desk: White Paper September 2012 Neil Penny Product Marketing Manager Sunrise Software The Evolution of the Service Desk Synopsis Gartner analysts are predicting that by the
Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 2 Copyright 11/1/2010 BMC Software, Inc 3 The current state of IT Service How we work today! INCIDENT SERVICE LEVEL DATA SERVICE
Standardizing IT Service Management Best practices based on HP experience in ITSM consolidation White paper Table of contents Go!... 2 Benefits and challenges... 2 The HP approach to standardizing ITSM...