1 SOLUTION WHITE PAPER Benefits of an ITIL Help Desk in the Cloud A New ITIL Solution for Small-to-Medium Businesses
2 Contents Introduction 1 Help Desk Needs in Smaller Environments 1 Power in the Cloud 3 Summary 6
3 Introduction Smaller IT organizations, such as those serving small-to-medium businesses (SMBs) and departments within larger organizations, must deliver world-class service on a small company budget. With increasing financial pressures and constraints, an already overworked staff and ever-increasing customer expectations, you know that getting the most out of every minute and dollar is crucial to survival and growth. Unlike larger enterprises that have significant resources to develop and maintain IT processes, you must concentrate on your core business before thinking about IT best practices. This can force you into merely fighting fires rather than taking a structured and pragmatic approach to delivering business value. You struggle with the cost and effort of upgrading help desk applications and justifying the up-front investment they require in hardware, software, and staff while knowing they can help you in the long run through lower management costs and improved visibility into the delivery of IT services. SMBs and departments within larger organizations often lack the resources to deliver the help desk best practices their users require. While you don t have the luxury to customize and maintain the infrastructure to run your help desk, you don t want to sacrifice flexibility and get boxed into a one-size-fits-all solution. You need to be able to add a new workflow to the system, or a new feature to a user interface, without waiting weeks or months for a developer to implement it. Finally, you want to be able to grow your capabilities over time, adding new time-saving and cost-saving capabilities, such as user self-service or an online knowledge base. You can get all this, and more, with BMC Remedyforce Service Desk.. This new service delivers easy-to-use and powerful help desk, self-service, and incident management tools built on ITIL-based best practices, along with the low total cost of ownership, power, and personalization provided by the proven Force.com cloud-based infrastructure. This cloud-based SaaS solution will help you quickly automate routine workflows, cut repetitive management tasks, improve service quality, and ease compliance all while reducing costs to give you the benefits of a world-class help desk at a great value. BMC Remedyforce Service Desk provides the benefits of a world-class help desk at a great value. Help Desk Needs in Smaller Environments As part of an SMB or departmental IT organization, you may lack the resources to support a highly customized IT help desk application, maintain sophisticated change and release processes, implement sophisticated identity and access controls, or develop best practices based on standards, such as the IT Infrastructure Library (ITIL ). What s more, you may find that making changes to your help desk application to reflect how your business works or to implement ITIL processes is often too difficult or expensive to be practical. Having to buy and configure help desk software weeks or even months before it starts delivering value makes it harder to justify the purchase, even if it saves money and increases service quality in the long run. Help desk pain points:» Lack of resources» Up-front cost of hardware, software» Poor processes» Delayed time to value» Keeping current with the latest version 1
4 As an IT leader, you need a flexible help desk solution that gives you a single view into your IT infrastructure, improves service quality, measures improvement over time, and gives you a roadmap to add capabilities, such as change, configuration, event, and application management. With BMC Remedyforce Service Desk, customers can: Reduce help desk costs by automating repetitive service requests and service fulfillment processes Eliminate most repetitive incidents by offering personalized self-service portals for common tasks, such as password reset and requests for access Minimize service escalations through search capabilities and FAQs Reduce capital expenses for hardware and software, as well as lower operational expenses associated with managing and maintaining the service desk application Achieve fast, cost-effective compliance with corporate, regulatory, industry, and/or government security requirements Track hardware, software, and business services to better assure cost-efficient, quality service delivery Implement ITIL-based best practices quickly to reduce costs and maximize service quality Achieve rapid time-to-value through rapid deployment A world-class, cloud-based help desk can:» Reduce costs, improve quality of service» Eliminate manual work, encourage self-service» Speed compliance and implementation of best practices» Make it easy to add new capabilities as needed» Free trial at Figure 1: Self-service capabilities allow users to solve problems themselves, reducing service costs while speeding problem resolution. Users can personalize the choice and appearance of information they see to meet their specific needs. 2
5 BMC Remedyforce Service Desk was developed based on BMC s experience helping thousands of customers worldwide implement ITIL best practices. It includes field-proven, out-of-the-box ITIL processes for service support and service delivery; interactive, Web-based access to ITIL models, procedures, processes, and work instructions; key performance indicators; and a dictionary of ITIL terms. This helps customers make more effective use of their help desk solution, thus reducing costs and improving service by continuously optimizing processes. The Alignability Process Model included in BMC Remedyforce Service Desk can eliminate the need to spend months developing processes and training staff. Need ITIL? BMC Remedyforce Service Desk provides out-of-the-box ITIL processes, Web-based access to ITIL models and processes, KPIs, and a dictionary of ITIL terms all developed through BMC s experience with thousands of customers. The solution s asset tracking and configuration management allows administrators to drill into graphical views of IT components so they can easily troubleshoot outages and determine their impact on the business. Users can personalize what information is presented, as well as its appearance, to maximize their productivity. This can steer as many as 70 percent of calls away from the help desk, freeing the IT staff for more important work. Power in the Cloud BMC Remedyforce Service Desk is the result of a strategic alliance between BMC and salesforce.com to deliver BMC s IT management solutions on the Force.com platform. The decision to deliver help desk functionality as the first joint offering of this relationship is the result of overwhelming customer demand for critical service desk functions and processes delivered via the cloud. Designed for customers who need strong IT-business integration and rapid time-to-value, this offering leverages BMC s industry-leading expertise, and the trusted and scalable Force.com platform. BMC Remedyforce Service Desk:» Provides ITIL-based help desk, self-service, and incident/inventory management» Slashes user wait times from minutes to seconds.» Boosts first-call resolution rates from 30 to 90 percent» Streamlines setup through wizard-guided templates» Puts management tools and data at administrators fingertips BMC Remedyforce Service Desk provides ITIL-based help desk, self-service, and incident and inventory management that can slash user wait times from minutes to seconds and increase first-call resolution rates from 30 to 90 percent. It streamlines setup through the use of wizard-guided templates, includes a personalized portal that puts management tools at administrators fingertips, reduces training needs, and speeds time-to-productivity through a simplified user experience. 3
6 Figure 2: BMC Remedyforce Service provides an intuitive, personalized interface and central platform for initiating and resolving incidents. Wizard-driven tools simplify the creation of workflow, queries, and configuration, while personalized QuickViews provide instant access to important service data. It also provides powerful workflow and reporting capabilities to speed problem resolution and highlight potential service delivery issues. Used by more than 72,500 companies worldwide, the Force.com platform is the most widely used cloud platform in the world. This field proven infrastructure provides 99.9 percent reliability, enterprise-class security, and the benefits of instant, effortless upgrades at no additional cost all while eliminating the need for both IT infrastructure and ongoing management and maintenance of the service desk application. The Force.com platform, the world s leading cloud platform, provides 99.9 percent reliability, enterpriseclass security, and instant, effortless upgrades along with quick time to value and flexible usage models. BMC Remedyforce Service Desk provides: Fast deployment, low-cost commitment up front because BMC Remedyforce Service Desk is available immediately, getting you up and running in a matter of days. It also delivers long-term savings in hardware, power, and management costs. SaaS-based budgeting means that with a monthly subscription, you can now deploy critical IT services utilizing your operating budget, which allows you to plan and budget for a set amount to reduce risk and unpredictable expenses. Zero-cost, zero-effort upgrades that are instantly available to every user with no need to schedule, perform, or test upgrades for each client. Flexible usage so that scaling your deployment is as easy as changing the number of licenses in use. There is no need to make changes to individual users PCs, purchase additional hardware, or worry about storage, network capacity, or software licenses when demand increases. 4
7 Support for easy personalization because even authorized non-technical users can modify the way information is displayed. With the platform s support for real-time, point-and-click rules development, a help desk manager, for example, can easily set new thresholds for escalating a problem or implement different escalation or support policies for different users or departments at different times during the day or month. Administrators can easily extend the database to accommodate new data items. And all this can be done without the need for additional programming or expensive specialists. Even non-technical users can personalize the interface and add rules to meet your specific needs. Figure 3: Business users can easily create and personalize dashboards and reports that show the information most critical to them and administrators percent uptime through the work of a full-time staff dedicated to constantly assuring reliability and performance, providing higher levels of availability than many customers could achieve on their own. On average, the Force.com platform delivers data to users in less than 300 milliseconds, and publishes both its recent and historical performance and uptime data on its Web site ( Enterprise-grade security with a full-time security staff that few SMBs could afford. The Force.com platform complies with the toughest security certifications in the industry, including ISO 27001, SAS70 Type II, and SysTrust. This is the same level of security trusted by some of the world s toughest customers who rely on salesforce.com. The Force.com platform also provides granular security and sharing rules to let customers decide which users see what information, all the way down to the field level. This facilitates the delegation of less critical tasks to less-skilled workers, lowering support costs while assuring proper levels of security. Ease of deployment on mobile devices, allowing immediate deployment of BMC Remedyforce Service Desk across multiple smartphone platforms. Remote users and administrators have access to all the functions, as well as personalization capabilities, as onsite users. Management and Reporting because the Force.com platform provides unprecedented ease in creating the reports and dashboards, or high-level summaries, that business managers need to understand how well IT is supporting the business. 5
8 Summary BMC Remedyforce Service Desk delivers a faster, more cost-effective, ITIL-based help desk solution than ever before possible. It helps organizations increase the quality and measurability of their IT services, while also eliminating the headaches and costs of managing a help desk application. What s more, it gives users the flexibility to adapt anything from the user interface to support processes to meet their needs. All this is provided by the rock-solid, field-proven Force.com infrastructure that powers companies around the world. To see a demo, request pricing, or get a 30-day free trial, please visit BUSINESS RUNS ON I.T. I.T. RUNS ON BMC SOFTWARE. Business thrives when IT runs smarter, faster and stronger. That s why the most demanding IT organizations in the world rely on BMC Software across distributed, mainframe, virtual and cloud environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended December 31, 2010, BMC revenue was approximately $2 billion. Visit for more information. About Salesforce.com Salesforce.com is the enterprise cloud computing company. Based on salesforce.com s real-time, multitenant architecture, the company s platform and CRM applications have revolutionized the way companies collaborate and communicate with their customers, including: Sales Cloud for sales force automation and contact management; Service Cloud for customer service and support solutions; Chatter for social collaboration, Force.com platform for custom application development and the AppExchange, the world s leading marketplace for enterprise cloud computing. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners BMC Software, Inc. All rights reserved. *194255*
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...................................................
WHITE PAPER Contents Introduction... 1 Six advantages of putting the IT help desk in the cloud... 1 Advantage #1: More proactive IT support...1 Advantage #2: More collaboration...2 Advantage #3: More point-and-click
Six advantages of a cloud-based help desk for small to midsize businesses WHITE PAPER Contents Introduction... 2 Six advantages of putting the help desk in the cloud... 2 Advantage #1: More proactive service...2
The IT Decision Maker s Guide: How SaaS Can Benefit the IT Help Desk Thought Leadership WHITE PAPER Contents Executive Summary 1 The State of SaaS for the I.T. Help Desk 1 Who s Using SaaS for the I.T.
SOLUTION WHITE PAPER Remedyforce Powerful Platform INTRODUCTION Any type of service desk needs a powerful technology platform to support their customers. However, several challenges arise when attempting
The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................
SOLUTION WHITE PAPER BMC Manages the Full Service Stack on Secure Multi-tenant Architecture Table of Contents Introduction................................................... 1 Secure Multi-tenancy Architecture...................................
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.
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
TECHNICAL WHITE PAPER Securing the Service Desk in the Cloud BMC s Security Strategy for ITSM in the SaaS Environment Introduction Faced with a growing number of regulatory, corporate, and industry requirements,
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
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
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
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
BMC Cloud Management Functional Architecture Guide TECHNICAL WHITE PAPER Table of Contents Executive Summary............................................... 1 New Functionality...............................................
BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview
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 How to Improve Quality through Desk Consolidation By Gerry Roy, Director of Solutions Management for Support, BMC Software, and Frederieke Winkler Prins, Senior IT 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
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
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
THOUGHT LEADERSHIP WHITE PAPER Is it Time to Modernize Your Service Desk? By Michele McFadden, Senior Director of Product Management, BMC Software When you pick a program to record on your DVR, purchase
WHITE PAPER SEPTEMBER 2014 Why Your Current Service Desk is Failing Your Business, and What To Do About It 2 WHITE PAPER: CLOUD SERVICE MANAGEMENT Table of Contents Executive Summary 3 Introduction 3 Requirement
Realize More Success with Software-plus-Services Cloud-based software from Microsoft Dynamics ERP Cloud computing is Internet-based development and use of computer technology. Large central data centers
Thought Leadership white paper Reduce IT Costs by Simplifying and Improving Data Center Operations Management By John McKenny, Vice President of Worldwide Marketing for Mainframe Service Management, BMC
Release Management for BMC Remedy IT Service Management version 7.0 WHITE PAPER Table of Contents Overview...2 Release Management Request Process...3 Associating Relationships to the Release Request...5
Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER CONTENTS ADAPTING TO THE CONSTANTLY CHANGING ENVIRONMENT....................... 1 THE FOUR KEY BENEFITS OF AUTOMATION..................................
CUSTOMER SUCCESS STORY October 2012 Virginia Farm Bureau Reduces Compliance Costs by 50 Percent with CA Cloud Service Management CLIENT PROFILE Industry: Agriculture Company: Virginia Farm Bureau BUSINESS
1 IT Service Management: How the SaaS Approach Delivers More Value IT SERVICE MANAGEMENT: HOW THE SAAS APPROACH DELIVERS MORE VALUE EXECUTIVE SUMMARY Today s companies are very reliant on their technology
Overview & Highlights- Maximizer CRM Live In today s world, businesses need a tool that helps flourish client relationships. Maximizer CRM Live is that tool for our firm. Maximizer CRM Live saves money,
of Software-as-a-Service Business Intelligence Executive Summary Smart businesses are pursuing every available opportunity to maximize performance and minimize costs. Business Intelligence tools used to
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
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
ROUTES TO VALUE Business Service : How fast can you get there? BMC Software helps you achieve business value quickly Each Route to Value offers a straightforward entry point to BSM; a way to quickly synchronize
IBM Netcool network management solutions for enterprise The big picture view that focuses on optimizing complex enterprise environments Highlights Enhance network functions in support of business goals
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
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
JENZABAR EX Exceptional insights. Extraordinary results. JENZABAR EX JENZABAR EX A Proven Solution for Higher Education Jenzabar EX is a comprehensive, fully-scalable administrative platform designed specifically
How to Select the Right Remote Support Tool A practical guide for the professional help desk. Executive Summary A transformation of the workforce has altered end user expectations and business needs, driving
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
solution white paper BMC Remedy with Smart IT Revolutionizing IT Service Support with Game-changing Innovation Table of Contents 1 EXECUTIVE SUMMARY 1 TRADITIONAL SERVICE DESK TOOLS HAVE SHORTCOMINGS 1
SOLUTION WHITE PAPER Cloud benefits for the IT service management market By Jeff Moloughney, Principal Solution Marketing Manager, BMC Software TABLE OF CONTENTS COST SAVINGS 1 GREATER BUSINESS EXPOSURE
SOLUTION WHITE PAPER Hybrid IT A Low-Risk Path from On-Premise to ITaaS Increase your options by finding the right mix of on-demand and on-premise IT management tools Bruce Campbell, Principal Solutions
BMC s Security Strategy for ITSM in the SaaS Environment TABLE OF CONTENTS Introduction... 3 Data Security... 4 Secure Backup... 6 Administrative Access... 6 Patching Processes... 6 Security Certifications...
5 Reasons CIOs are Adopting Cloud Computing in 2010 Application Development that s 5 Times Faster at 1/2 the Cost WHITE PAPER Contents Introduction... 2 Why choose cloud computing?... 2 1. Delivers faster
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
Briefing Paper Top 10 IT cost-saving benefits IT Managers should be getting from ITSM Configuration not customisation Get the reporting you need Business rules and workflow integration Let customers help
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
Thought Leadership white paper Next Generation Service Delivery: Fast Forward to Enterprise Cloud Computing By Kia Behnia, Senior Vice President and Chief Technology Officer, BMC Software TABLE OF CONTENTS
How to Select the Right Remote Support Tool: A practical guide for the support desk owner LogMeInRescue.com 1 Executive Summary Today s customer support and IT service organizations are charged with supporting
V1.4 August 2 Spambrella Email Continuity SaaS Easy to implement, manage and use, Message Continuity is a scalable, reliable and secure service with no set-up fees. Built on a highly reliable and scalable
SOLUTION WHITE PAPER BMC FootPrints: Leveraging Your IT Service Management Solution for Business Process Automation TABLE OF CONTENTS EXECUTIVE SUMMARY................................................ 1
Meeting the Challenge of Request Management SOLUTION WHITE PAPER Table of Contents Executive Summary...1 Why You Should Consider a Solution...2 > The Fragmentation Problem...2 > The Funnel Approach...2
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
HiPath Managed Services. Communications Management Simplified. www.hipath.com Optimized communications management. With HiPath Managed Services. The dawn of the third Millennium is ushering in a new era
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
SOLUTION WHITE PAPER Superior Web Application Performance in the Cloud Ensuring consistent service levels for users CONTENTS INTRODUCTION....................................................... 1 THE USER
SOLUTION WHITE PAPER Planning a Successful Cloud Strategy Identify existing assets, assess your business needs, and develop a technical and business plan for your cloud Table of Contents Executive Summary
Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs and financial impact of IT assets with a single solution that tracks and manages your hardware, software
Cloud Lifecycle Managing Cloud Services from Request to Retirement SOLUTION WHITE PAPER Table of Contents EXECUTIVE SUMMARY............................................... 1 CLOUD LIFECYCLE MANAGEMENT........................................
Datasheet FUJITSU Cloud Monitoring Service FUJITSU Cloud Monitoring Service powered by CA Technologies offers a single, unified interface for tracking all the vital, dynamic resources your business relies
ITIL for All How to adopt ITIL at a pace that works for your business SOLUTION WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY................................................ 1 COST-EFFECTIVELY AND SECURELY
Kaseya Kaseya IT Automation Framework An Integrated solution designed for reducing complexity while increasing productivity for IT Professionals and Managed Service Providers. The powerful, web-based automation
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
BSM for IT Governance, Risk and Compliance: NERC CIP Addressing NERC CIP Security Program Requirements SOLUTION WHITE PAPER Table of Contents INTRODUCTION...................................................
We know doctors. isalus. isalus gave me exactly what I needed: an EMR solution that was physicianfriendly, customizable and easy to implement, without a big cash outlay or ongoing maintenance headaches.
White Paper Kenandy Cloud ERP Overview Kenandy TM Cloud ERP Key Benefits Easy to use Global Social Mobile Real-time visibility Fast deployment Users can tailor Add fields Change workflows Create reports
Mobile devices offer great potential for making your enterprise run faster, smarter, and more profitably. However, mobile devices can create considerable challenges for your IT organization, since they
IBM Case Study BAE Systems streamlines IT services and asset management with IBM Maximo solutions. Overview Challenge Gain global visibility of an infrastructure featuring 50,000 IT assets including the
BEST PRACTICES WHITE PAPER Relieving the Pressure of Change in the Data Center Table of Contents Executive Summary............................................... 1 the Pressure of Change...........................................
I White Paper Enhance Your Business Relationships With Accelerate Your Performance With True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell him a new product.
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
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,
TECHNICAL WHITE PAPER BMC Asset Management SAP Integration How to bridge the gap between your company s SAP systems and BMC Asset Management Table of Contents Introduction 1 Procurement and receiving 1
SOLUTION WHITE PAPER IT Business Management and Compliance Ensuring Cloud Governance Contents EXECUTIVE SUMMARY 1 THE ROLE OF GOVERNANCE AND COMPLIANCE IN THE CLOUD 2 IT PROCESS INTEGRATION 2 CONTINOUS
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
Cherwell Software www.cherwell.com Recognized by Forrester Research as an "emerging leader", Cherwell Software is flexible, easy-to-use IT Service Management software. Our fully integrated ITSM solution
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
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
Physical Therapy Physical Therapy Solutions Improve patient care, workflow efficiency, and your bottom line. NextGen Healthcare is a market leader with thousands of practicing physical therapists using
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