Moving Toward Data Center Optimization: BMC Performance and Capacity Managed Services

Size: px
Start display at page:

Download "Moving Toward Data Center Optimization: BMC Performance and Capacity Managed Services"

Transcription

1 solution WHITE PAPER solution WHITE PAPER Moving Toward Data Center Optimization: BMC Performance and Capacity Managed Services The Fast Track to Business Service Management

2 Table of Contents Managed services Accelerate Business Benefits in the Enterprise Datacenter... 1 The fast track to Business Service Management: managed services... 1 Core value: BMC Performance and Capacity Management Services... 1 BMC Managed Services Enable a Renewed Focus on Core Competencies... 1 The operational challenge: Adopting ITIL best practices while managing Service. Level Agreements (SLA)... 1 BMC managed services alleviates near-term pain and long-term challenges... 2 Accelerating the realization of Business Service Management... 2 BMC Performance and Capacity Management Services: Best Practices, Delivered... 2 PCM best practices: Connecting managed services with DCO and ITIL... 3 TCO Snapshot: the benefit of PCM managed services... 4 A large Insurance company benefits from BMC Managed Services for PCM... 4 Realizing significant business value... 4 Comparing managed services to outsourcing and professional services... 4 Summary... 5

3 Managed services Accelerate Business Benefits in the Enterprise Datacenter Nearly every enterprise IT organization has its sights set on tightly aligning the IT function with overall business goals an approach that, when achieved, prioritizes IT activities according to business impact. Often referred to as Business Service Management (BSM), this approach enables the IT organization to proactively address strategic mandates to lower costs, drive revenue, and mitigate risk. To fully realize the benefits of BSM, CIOs and their staffs must embrace an organizationwide BSM model, with technology, processes, and workflows that transcend groups and teams. While BSM is elegant, simple, and powerful in theory, the IT directors and managers ultimately tasked with achieving it often face a far different reality: over-worked and under-staffed organizations engaged in a non-stop struggle to keep up with daily demands. Bogged down in tactical minutia, many IT organizations are unable to shift to a more proactive approach. Data Center Optimization (DCO) solutions help IT organizattions gain firm control of IT resources a critical first step in moving toward BSM. Best-practice DCO solutions help. IT organizations discover what they have, determine what they need, and automatically implement the appropriate resources all while controlling the impact of change and assuring business service levels. The fast track to Business Service Management: managed services For IT organizations looking to quickly achieve data center optimization and, ultimately, Business Service Management, managed services providers can dramatically shorten the process and close the gap. These providers deliver subjectmatter expertise in various system management and other IT disciplines, complementing the efforts of internal IT staff and allowing them to focus on driving true business value. While most enterprises are reluctant to completely outsource their IT functions, many are turning to managed services providers to improve operations and reduce risk, effort, cost, and complexity. In the systems management area, a managed service delivers ongoing support of selected applications, providing daily technical operation, maintenance, and support. Unlike outsourcing, managed services allows organizations to retain control of specific IT functions and can deliver specific business benefits including: > Reduced operational risk > Lower ongoing costs > Shared support responsibility for the infrastructure > Improved service levels and customer support > Decreased implementation time and time-to-market > Better utilization of existing IT staff for higher business value roles Core value: BMC Performance and Capacity Management Services Many IT functions are candidates for managed services. One high-impact area that can be transitioned easily is perfformance and capacity management (PCM), a major task in most organizations because internal and external customers expect systems to deliver high performance and keep pace with changes and growth which easily can lead to overprovisioning. However, even in over-built server environments, service outages can occur. Managed services for performance and capacity management address a growing disparity between the complexity of today s computing environments including mainframes and distributed Linux-based clusters and the shrinking amount of administrative resources available to manage them. For example, a few years ago a system administrator may have managed only two to three dozen servers or partitions; today, the same staff position may oversee more than 200 servers or partitions a manual task that is quickly becoming impossible to perform effectively. BMC Managed Services for Performance and Capacity Management meet complex IT requirements and escalating business needs, while moving IT organizations toward. greater efficacy through data center optimization and Business Service Management. BMC Managed Services for PCM provides an attractive, complete option for performance. and capacity management, giving IT organizations the. flexibility to acquire coverage that meets their specific needs. With these dependable, low-risk managed services, companies gain additional expertise from BMC to implement, administer, and maintain required software capabilities allowing staff to focus on delivering business results, not the enabling technology. BMC Managed Services Enable a Renewed Focus on Core Competencies During the past five to seven years, many components of enterprise IT environments, ranging from network security to enterprise applications, have been successfully migrated from in-house delivery to managed services. BMC managed services for PCM arrive at a critical time, addressing a confluence of challenges now gripping most enterprise IT organizations. The operational challenge: Adopting ITIL best practices while managing Service Level Agreements (SLA) Perhaps the most fundamental operational change is that most enterprise IT organizations now function as internal service providers, chartered to meet service level agreements (SLAs). These service level requirements remain fixed, despite constant changes in the resources available to fulfill

4 them. For example, the commodity computing boom has left many data centers over-provisioned with under-utilized computing resources, a situation that is difficult to rectify because it is coupled with a dearth of system administrators. Still, the need to complete crucial server management projects marches forward; understaffing translates into poor server performance and missed SLAs. In this chronic struggle to keep pace with day-to-day demands, it is nearly impossible to initiate a disciplined and effective approach to capacity and performance management. Methodologies such as data center optimization and best practices IT management disciplines such as ITIL are being adopted globally by companies wanting to gain more efficacy in IT service delivery. Capacity management is a key compponent of ITIL, but while many organizations are committed to achieving ITIL practices, doing so requires substantial time and resources both of which most IT departments have none to spare. BMC managed services alleviates near-term pain and long-term challenges In the near-term, BMC managed services for PCM relieves capacity planners from tool support and other administrative burdens, allowing their technical and business expertise to be immediately re-deployed to address more pressing issues. In turn, BMC managed services capabilities easily can be scaled to cover all enterprise servers, applications, and databases. This allows enterprise IT organizations to gain BMC-specialized proficiency in platforms, tuning, and advanced modeling, and also receive well-documented recommendations that can be executed by in-house staff. If a formal performance management and capacity planning discipline does not exist within the IT organization, BMC managed services can be used to enable IT to quickly achieve a best-practice discipline in this area. From a longer-term perspective, BMC managed services reduce operational risk because they are acquired on a fixed-cost, subscription basis. This risk is further mitigated as the IT organization acquires performance management and capacity planning expertise over time, and can readily apply it across a wide range of enterprise IT resources. Accelerating the realization of Business Service Management There are several metrics used to determine how effectively an IT organization is implementing Business Service Management. One of the most widely applicable is the notion of a Systems Management Maturity Model, an offshoot of the Capability Maturity Model (CMM) a well-established collection of instructions an organization can follow to gain better control over its software development process. As indicated in Figure 1, the Systems Management Maturity Model comprises three levels, each of which delivers greater integration with BSM principles: > Level 1 provides Performance Visualization of server resources and application workloads, bringing associated data from assigned systems and reports into a consolidated portal for review and recommendation. > Level 2 enables Performance Management the expert analysis of current and historical data for both reactive problem-solving and opportunistic optimization and tuning. > Level 3 allows IT organizations to take the quantum leap from reactive mode to proactive Capacity Management. This comprises two phases: 1. Looking forward by executing predictive capacity planning to optimize overall IT investment 2. Integrating capacity management into a larger structure of BSM or another, ITIL-based solution. In the context of the Systems Management Maturity Model, BMC managed services for PCM can quickly fill in the gaps, augmenting and enabling IT organizations to achieve the strategic values associated with BSM. This is further discussed in the next section. ROI Value Capacity Planning Performance Management Performance Visualization (Data, Reporting) Maturity (and Investment) Achieve BSM faster with a proven PCM process BSM Integration BMC Performance and Capacity Management Services: Best Practices, Delivered BMC managed services for Performance and Capacity Management provide a complete solution to address complex IT requirements and escalating business needs. This hosted, managed services suite is a dependable, low-risk option for performance and capacity management, with the flexibility to acquire as much coverage as desired. BMC managed services for PCM comprise three offerings that can be deployed separately and together to deliver comprehensive capabilities: > BMC Performance Visualization Service delivers data collection, historical trending, and performance reporting

5 coverage across all servers, allowing organizations to achieve Level 1 of the Systems Management Maturity Model. The base service for all performance activities, Performance Visualization incorporates remote technology and data collection to provide a fully managed, historical performance metric database. This information can be used to generate and deliver summary and detailed performance reports, allowing IT organizations to achieve best-practice reporting from Day I. > BMC Performance Management Service delivers Level 2 compliance with the Systems Management Maturity Model. It gives in-depth optimization and tuning recommendations across a rolling subset of servers each week. This enables the identification and quick resolution of server, application, and database performance issues, as BMC provides expert analysis across technology silos and platforms. Periodic state-of-system reviews and weekly tuning and performance optimization recommendations round out the ongoing stream of information. > BMC Capacity Planning Service provides expert capacity planning across a rolling subset of servers on a monthly basis, allowing companies to reach Level 3 of the Systems Management Maturity Model. It delivers best-practice capacity management and immediately creates a technical best practice for ITIL Capacity Management. Using advanced, non-linear response time predictive modeling, BMC. Capacity Planning Service provides IT-business capacity planning and forecasting; monthly studies give detailed information for consolidation, growth, purchasing, or capacity optimization. BMC Performance Assurance Service is an integrated bundle of all of the above services, designed to present best practices in capacity management. All BMC managed services for PCM supply the software, best practices, and staff to deliver: > Fully managed services, powered by BMC Performance Assurance technology > A team of BMC experts in cross-platform performance analysis and capacity planning, working as part of the customers internal team Capacity Planning Performance Management Performance Visualization Build a modular, high-performance, mature systems management capability with BMC managed services for PCM. > The ability for internal IT staffs to solve performance problems and assess future capacity needs without. having to manage the underlying technology > Subscription-based, pay-as-you-go pricing > Immediate scalability across heterogeneous. enterprise environments PCM best practices: Connecting managed services with DCO and ITIL As IT organizations improve capacity management and. performance through managed services such as PCM offeriings from BMC, they can accomplish more than immediate operational improvements and longer-term achievement of BSM. Subscribing to managed services for PCM also can help enterprises optimize their data centers and deploy ITILbased approaches to IT resource management. Specifically, BMC managed services for PCM follow the best practices set forth through BMC Data Center Optimization methodology and provide a faster, more cost-efficient avenue for accomplishing DCO than doing it all in-house. The threestep DCO process allows users to Identify, Analyze, and Implement and Optimize IT resources: > Identify ways to increase efficiency by discovering and quantifying the IT resources available to run the business. This includes categorizing all business services and the resources they require, and determining current performance demand and IT resource utilization rates across them. BMC IT Asset and Discovery solutions can be used to discover and populate the CMDB in preparation for an ongoing BMC Managed Service for PCM. > Analyze approaches to balance resource utilization rates against service level requirements. This can speed consolidattion and virtualization projects through automation, and increase efficiency and reduce costs by understanding the real resource requirements needed to sustain business services. Finally, risk can be reduced through careful evaluation of IT and business growth and change scenarios. In optimizing the data center, one of the key deliverables of the Analyze step is to generate a resource plan. Doing so requires the ITIL discipline of capacity management, which can be fulfilled with relative ease and low cost though BMC Managed Services for PCM. Hence, the powerful link between managed services, DCO, and ITIL. > Implement and Optimize IT resource management through the automation of change and configuration management. This reduces IT resource costs while meeting service levels, and allows the IT organization to gain control over resource acquisition and provisioning. Finally, users can gain business and IT clarity with reports on business service levels and resource performance.

6 Comparing managed services to outsourcing and professional services Important distinctions exist between managed services, traditional outsourcing, and professional services. With managed services such as those for PCM, the internal IT organization maintains control of IT processes because it retains the computing resources and IT staff used to deliver business services. Managed services typically augments existing staff with additional PCM experts through a remote management model that allows clients to stay in control of their IT infrastructure. Consequently, client organizations maintain the flexibility to adapt rapidly to changes in their business. In traditional outsourcing, most control over IT transfers to the outsourcer. As a result, in-house control of the key disciplines of IT management, planning, and maintaining IT application relevance may be greatly reduced or even lost. Moreover, in an outsourcing relationship, the client may have difficulty in extracting its organization from the provider s, or to move from one service provider to another. With professional services, the provider s team departs after the implementation is complete, but remains available for re-engagement in the future. Managed services providers, however, deliver the initial implementation and then handle ongoing operational functions. They are focused on the ongoing business success of the project and support it beyond the date of the implementation. 2 TCO Snapshot: the benefit of PCM managed services One of the most successful applications of managed services augments the efforts of in-house staff. Through judicious subscription to managed services, the efforts of an internal capacity management staff can be fully and reliably scaled across the enterprise. This in turn delivers high visibility and success in supporting the business, and significantly lower total cost of ownership (TCO). BMC Managed Services for PCM provide reliable capabilities quickly, and at a lower cost than via in-house resources. These services optimize capacity management practices in three ways through: 1. Immediate creation of best practices for the capacity management discipline; managed services can reduce the typical six-month creation timeframe to less than a month for first results, at a controlled cost due to the services subscription basis. 2. Deep technical expertise in a variety of silo technology areas, supported by state-of-the-art modeling and analysis software 3. Off-loading software administration, operation, and maintenance of BMC Managed Services for PCM software, allowing in-house staff to focus on interpreting and applying the information provided by BMC. A large Insurance company benefits from BMC Managed Services for PCM A managed services approach allows companies to obtain the high value of work activities, such as capacity planning, in a timely fashion for all required systems. For a large insuraance company an enterprise with an expansive server infrastructure and a subscriber to BMC managed services for PCM this benefit can be captured as an estimate of increased efficacy versus execution of related tasks in-house. For example, prior to using BMC Managed Services for PCM, four to five IT staff could produce reporting for 500 systems and capacity planning studies for 10 applications in one year, while remaining busy with day-to-day administration and firefighting problem resolution. When their efforts were augmented with BMC Managed Services for PCM, they were able to produce performance management reports on thousands of systems and plan capacity for more than 70 application performance studies in a single year. At the next level of managed services utilization, the insurance company can purchase a subscription to report on all enterpprise systems and produce two capacity planning studies per month, for a total of an additional 24 per year. Achieving this level of output exclusively with in-house staff would require approximately 26 analysts, many of whom would be called upon only occasionally, but would have to be available and ready to perform as required. Realizing significant business value These metrics illustrate a valuable benefit of BMC Managed Services for PCM the subscription level can be increased or decreased over time to match changing IT and business needs. Consistent internal staffing can be supplemented over time with variable amounts of managed services. By using BMC Managed Services deep expertise as required, the insurance company can recognize benefits including: > Time-sharing of expertise. BMC Managed Services for PCM encompass concentrated intellectual capital in all aspects of performance and capacity planning, across all enterprise server platforms: Linux, UNIX, and mainframe. > Internal performance and capacity planning staff can focus on business issues, covering more ground and delivering more value as IT generalists, while being supported by BMC technology and process experts.

7 Summary For enterprise IT organizations, today s environment presents a conflicting set of goals and realities: demands to flexibly support business goals and meet stringent OLAs fall upon IT organizations that are resource strapped. In addition, these IT organizations are also often pursuing higher-level goals such as data center optimization, ITIL-based management, and, ultimately, achievement of Business Service Management. BMC Managed Services for Performance and Capacity Management help IT organizations achieve a wide range. of strategic and tactical goals with a compelling set of. benefits, allowing them to: > Eliminate the investment and risk associated with hiring, training, and retaining in-house staff to specialize in performance and capacity management > Improve IT service levels with dedicated resources and best-practice expertise > Fill short- or long-term staffing gaps in IT. capacity management > Gain instant access to best-practice subject matter expertise, enabling companies to optimize performance with minimal IT investment > Achieve results faster by eliminating many of the issues related to start-up time > Free IT managers and staff to focus on more strategic work, instead of managing software > Control IT costs with a pay-as-you-go subscription pricing model > Improve the performance of mission-critical systems > Ensure that infrastructure is equipped to handle. business changes. More than any other enterprise software vendor, BMC with its partners is extremely well qualified to deliver managed services for PCM. BMC offers three decades worth of experience in helping enterprise IT organizations to operate more effectively and deliver unmatched business value. BMC offers deep understanding, a consultative approach, and significant resources to create a best-practices managed services for PCM offering that can deliver measurable value in weeks, not months. For more information about BMC Performance and Capacity Management, and other BMC managed services, please visit End Notes 1 Excerpt from Building Business Value Faster with Managed Services, by Jay M. Gardner, VP and General Manager of the On Demand Business Unit at BMC Software. Read the white paper at

8 About BMC Software BMC Software, Inc. [NYSE:BMC], is a leading provider of enterprise management solutions that empower companies to manage their IT infrastructure from a business perspective. Delivering Business Service Management, BMC Software solutions span enterprise systems, applications, databases and service management. Founded in 1980, BMC Software has offices worldwide and fiscal 2005 revenues of more than $1.46 billion. For more information about BMC Software, visit BMC Software, the BMC Software logos and all other BMC Software product or service names are registered trademarks or trademarks of BMC Software, Inc.. All other registered trademarks or trademarks belong to their respective companies BMC Software, Inc. All rights reserved *63601*

Reduce IT Costs by Simplifying and Improving Data Center Operations Management

Reduce IT Costs by Simplifying and Improving Data Center Operations Management 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

More information

From Managing Boxes to Managing Business Processes

From Managing Boxes to Managing Business Processes From Managing Boxes to Managing Business Processes The evolving role of IT Service Management BEST PRACTICES WHITE PAPER Table of Contents ABSTRACT... 1 INTRODUCTION THE EVOLUTION OF IT SYSTEMS MANAGEMENT...

More information

VALUE PROPOSITION FOR SERVICE PROVIDERS. Helping Service Providers accelerate adoption of the cloud

VALUE PROPOSITION FOR SERVICE PROVIDERS. Helping Service Providers accelerate adoption of the cloud 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

More information

SMART Steps Toward Consolidated Workload Automation

SMART Steps Toward Consolidated Workload Automation An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for BMC Software June 2008 IT Management Research, Industry Analysis, and Consulting Table of Contents Executive Summary... 1 Introduction...

More information

ROUTES TO VALUE. Business Service Management: How fast can you get there?

ROUTES TO VALUE. Business Service Management: How fast can you get there? 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

More information

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management 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

More information

Predictive Intelligence: Moving Beyond the Crystal Ball BEST PRACTICES WHITE PAPER

Predictive Intelligence: Moving Beyond the Crystal Ball BEST PRACTICES WHITE PAPER 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

More information

END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE

END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE About M 2 TD M2 TD is a wholly black Owned IT Consulting Business. M 2 TD is a provider of data center consulting and managed services. In a rapidly changing

More information

Next Generation Service Delivery: Fast Forward to Enterprise Cloud Computing

Next Generation Service Delivery: Fast Forward to Enterprise Cloud Computing 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

More information

Predictive Intelligence: Identify Future Problems and Prevent Them from Happening BEST PRACTICES WHITE PAPER

Predictive Intelligence: Identify Future Problems and Prevent Them from Happening BEST PRACTICES WHITE PAPER 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

More information

Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER

Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER 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

More information

Atrium Discovery for Storage. solution white paper

Atrium Discovery for Storage. solution white paper 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

More information

Between the Bazaar and the Cathedral. Where ITIL, Business Service Management, and Open Source Converge

Between the Bazaar and the Cathedral. Where ITIL, Business Service Management, and Open Source Converge 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

More information

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER 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..................................

More information

Standardize your ITSM

Standardize your ITSM 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

More information

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University. 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

More information

Accelerate Your Enterprise Private Cloud Initiative

Accelerate Your Enterprise Private Cloud Initiative Cisco Cloud Comprehensive, enterprise cloud enablement services help you realize a secure, agile, and highly automated infrastructure-as-a-service (IaaS) environment for cost-effective, rapid IT service

More information

SOLUTION WHITE PAPER. Configuration Management Database (CMDB) Cornerstone of ITIL-based Integrated Service Support

SOLUTION WHITE PAPER. Configuration Management Database (CMDB) Cornerstone of ITIL-based Integrated Service Support SOLUTION WHITE PAPER Configuration Database (CMDB) Cornerstone of ITIL-based Integrated Service Support Table of Contents ABSTRACT...1 INTRODUCTION...2 CORNERSTONE OF SERVICE SUPPORT...2 SOLUTIONS THAT

More information

Cross-Domain Service Management vs. Traditional IT Service Management for Service Providers

Cross-Domain Service Management vs. Traditional IT Service Management for Service Providers Position Paper Cross-Domain vs. Traditional IT for Providers Joseph Bondi Copyright-2013 All rights reserved. Ni², Ni² logo, other vendors or their logos are trademarks of Network Infrastructure Inventory

More information

SOLUTION WHITE PAPER

SOLUTION WHITE PAPER 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

More information

W H I T E P A P E R. Reducing Server Total Cost of Ownership with VMware Virtualization Software

W H I T E P A P E R. Reducing Server Total Cost of Ownership with VMware Virtualization Software W H I T E P A P E R Reducing Server Total Cost of Ownership with VMware Virtualization Software Table of Contents Executive Summary............................................................ 3 Why is

More information

CA Service Desk Manager

CA Service Desk Manager DATA SHEET CA Service Desk Manager CA Service Desk Manager (CA SDM), on-premise or on-demand, is designed to help you prevent service disruptions, better manage change risks, and provides a 360-degree

More information

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview

More information

Brocade Network Monitoring Service (NMS) Helps Maximize Network Uptime and Efficiency

Brocade Network Monitoring Service (NMS) Helps Maximize Network Uptime and Efficiency WHITE PAPER SERVICES Brocade Network Monitoring Service (NMS) Helps Maximize Network Uptime and Efficiency Brocade monitoring service delivers business intelligence to help IT organizations meet SLAs,

More information

Migration Planning and Execution:

Migration Planning and Execution: WHITE PAPER: FDCCI INDUSTRY DAY MIGRATION PLANNING AND EXECUTION Migration Planning and Execution: CA Technologies Services for Effective Data Center Consolidation SEPTEMBER 2011 Table of Contents Executive

More information

How to Improve Service Quality through Service Desk Consolidation

How to Improve Service Quality through Service Desk Consolidation 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

More information

Copyright 11/1/2010 BMC Software, Inc 1

Copyright 11/1/2010 BMC Software, Inc 1 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

More information

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................

More information

Navigating the Road to Growth and Success

Navigating the Road to Growth and Success 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........................................................................

More information

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business. 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

More information

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Improve service availability, mean time to repair (MTTR), and cross-team communications while

More information

Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care

Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care Healthcare organizations continue to experience an alarming erosion of their operational foundation,

More information

Align IT Operations with Business Priorities SOLUTION WHITE PAPER

Align IT Operations with Business Priorities SOLUTION WHITE PAPER Align IT Operations with Business Priorities SOLUTION WHITE PAPER Table of Contents Executive summary............................................... 1 the Need for Aligning IT Operations with Business

More information

EMA Service Catalog Assessment Service

EMA Service Catalog Assessment Service MORE INFORMATION: To learn more about the EMA Service Catalog, please contact the EMA Business Development team at +1.303.543.9500 or enterpriseit@enterprisemanagement.com The IT Service Catalog Aligning

More information

Cisco Data Center Optimization Services

Cisco Data Center Optimization Services Cisco Data Center Optimization Services Evolve your data center solutions to support business growth, deliver nextgeneration services, and maintain competitive advantage with Cisco Data Center Optimization

More information

SOLUTION WHITE PAPER. Remedyforce Powerful Platform

SOLUTION WHITE PAPER. Remedyforce Powerful Platform 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

More information

Achieving IT Operational Reliability and Cost Effectiveness with ITIL and other Best Practices

Achieving IT Operational Reliability and Cost Effectiveness with ITIL and other Best Practices Achieving IT Operational Reliability and Cost Effectiveness with ITIL and other Best Practices An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for Kaseya Updated April 2010 IT MANAGEMENT

More information

Keep Users Happy By Integrating I.T. Operations and I.T. Support

Keep Users Happy By Integrating I.T. Operations and I.T. Support BMC INDUSTRY INSIGHTS Keep Users Happy By Integrating I.T. Operations and I.T. Support By Bruce Campbell, Principal Solutions Marketing Manager, BMC Software TABLE OF CONTENTS FROM HELP DESK TO ITS M AND

More information

Simplify and Automate IT

Simplify and Automate IT 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

More information

Benefits of an ITIL Help Desk in the Cloud

Benefits of an ITIL Help Desk in the Cloud SOLUTION WHITE PAPER Benefits of an ITIL Help Desk in the Cloud A New ITIL Solution for Small-to-Medium Businesses Contents Introduction 1 Help Desk Needs in Smaller Environments 1 Power in the Cloud 3

More information

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities SOLUTION WHITE PAPER Align Change and Incident Management with Business Priorities Table of Contents Executive summary 1 the Need for Business aware Service support processes 2 The Challenge of Traditional

More information

Maximize potential with services Efficient managed reconciliation service

Maximize potential with services Efficient managed reconciliation service RECONCILIATION IntelliMatch Operational Control services Optimize. PRODUCT SHEET Maximize potential with services Efficient managed reconciliation service Overview At its best, technology provides financial

More information

IT service management solutions Executive brief. Making ITIL actionable in an IT service management environment.

IT service management solutions Executive brief. Making ITIL actionable in an IT service management environment. 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

More information

WHITE PAPER. ITIL for the Small and Mid-sized Business (SMB)

WHITE PAPER. ITIL for the Small and Mid-sized Business (SMB) WHITE PAPER ITIL for the Small and Mid-sized Business (SMB) TABLE OF CONTENTS TABLE OF CONTENTS Executive Summary 1 ITIL Defined 2 ITIL for the Small and Mid-sized Business 4 > A Customer Perspective 5

More information

Organizations that are standardizing today are enjoying lower management costs, better uptime. INTRODUCTION

Organizations that are standardizing today are enjoying lower management costs, better uptime. INTRODUCTION WHITEPAPER STANDARDIZED OPERATING ENVIRONMENTS FOR I.T. EFFICIENCY Boost productivity, increase uptime, and enhance business agility by standardizing your IT environment INTRODUCTION Organizations that

More information

Executive Dashboards: Putting a Face on Business Service Management

Executive Dashboards: Putting a Face on Business Service Management Executive Dashboards: Putting a Face on Business Service best practices WHITE PAPER Table of Contents Executive Summary...1 The Right Information to the Right Manager...2 Begin with Dashboards for IT Managers...2

More information

Harnessing the Power of an Enterprise IT Dashboard. Harnessing the Power of an Enterprise IT Dashboard:

Harnessing the Power of an Enterprise IT Dashboard. Harnessing the Power of an Enterprise IT Dashboard: uptime s IT Operations IT Systems Management Management Series: For IT Managers Large Financial Company Decreases IT Costs While Using Historical Trends to Plan for the Future Harnessing the Power of an

More information

MANAGED SERVICES FOR NETWORKS DECISION MAKING GUIDE. Brought to you by Extreme Networks

MANAGED SERVICES FOR NETWORKS DECISION MAKING GUIDE. Brought to you by Extreme Networks MANAGED SERVICES FOR NETWORKS DECISION MAKING GUIDE Brought to you by Extreme Networks Overview FACT Big data, Internet of Things, BYOD, and cloud-based applications are putting increased device diversity,

More information

CA Service Desk On-Demand

CA Service Desk On-Demand 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.

More information

Best Practice Operations Management for System Virtualization. A White Paper Prepared for BMC Software February 2007

Best Practice Operations Management for System Virtualization. A White Paper Prepared for BMC Software February 2007 A White Paper Prepared for BMC Software February 2007 Table of Contents Executive Summary...1 Introduction...2 Managing Service Delivery in Virtual Environments...2 A Short Background of Virtualization...2

More information

The Role of Tools in IT Infrastructure Outsourcing

The Role of Tools in IT Infrastructure Outsourcing 2007 AN EVEREST RESEARCH INSTITUTE WHITEPAPER The Role of Tools in IT Infrastructure Outsourcing How Investments in Tools Can Create Competitive Advantage Ross Tisnovsky, VP Research Soumit Banerjee, Research

More information

Bringing wisdom to ITSM with the Service Knowledge Management System

Bringing wisdom to ITSM with the Service Knowledge Management System Processes 415 Bringing wisdom to ITSM with the Service Knowledge Management System 7.3 Bringing wisdom to ITSM with the Service Knowledge Management System nowledge is a process of piling up facts; wisdom

More information

Improve Your Business Through Best Practice IT Management. A White Paper Prepared for Kaseya September 2007

Improve Your Business Through Best Practice IT Management. A White Paper Prepared for Kaseya September 2007 A White Paper Prepared for Kaseya September 2007 Table of Contents Executive Summary...1 Introduction...1 The Role of Best Practices in Managing IT Services...1 Profitability...1 Reliability...2 Best Practices

More information

Implement a unified approach to service quality management.

Implement a unified approach to service quality management. 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

More information

CA Service Desk Manager

CA Service Desk Manager 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

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

CA Workload Automation

CA Workload Automation PRODUCT SHEET: CA Workload Automation CA Workload Automation Improve the availability of critical IT workload processes and schedules enterprise-wide by leveraging real-time IT automation, embedded workflow,

More information

Enterprise Cloud Management: Drive business value by balancing speed, cost and risk

Enterprise Cloud Management: Drive business value by balancing speed, cost and risk Enterprise Cloud Management: Drive business value by balancing speed, cost and risk THE RACE TO THE CLOUD The powerful business benefits of cloud computing including faster time-to-market and lower costs

More information

WHITE PAPER Hitachi Data Systems Optimizes Storage Management Through ITIL-Based Consulting Services

WHITE PAPER Hitachi Data Systems Optimizes Storage Management Through ITIL-Based Consulting Services 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

More information

SOLUTION WHITE PAPER. BMC Manages the Full Service Stack on Secure Multi-tenant Architecture

SOLUTION WHITE PAPER. BMC Manages the Full Service Stack on Secure Multi-tenant Architecture SOLUTION WHITE PAPER BMC Manages the Full Service Stack on Secure Multi-tenant Architecture Table of Contents Introduction................................................... 1 Secure Multi-tenancy Architecture...................................

More information

WHITE PAPER. A Practical Guide to Choosing the Right Clouds Option and Storage Service Levels. www.earthlink.com

WHITE PAPER. A Practical Guide to Choosing the Right Clouds Option and Storage Service Levels. www.earthlink.com WHITE PAPER A Practical Guide to Choosing the Right Clouds Option and Storage Service Levels www.earthlink.com 1 Our job in IT is to provide technology frameworks and an operating model to facilitate but

More information

Simplify and Automate IT

Simplify and Automate IT 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

More information

BEST PRACTICES WHITE PAPER. Relieving the Pressure of Change in the Data Center

BEST PRACTICES WHITE PAPER. Relieving the Pressure of Change in the Data Center BEST PRACTICES WHITE PAPER Relieving the Pressure of Change in the Data Center Table of Contents Executive Summary............................................... 1 the Pressure of Change...........................................

More information

EMA CMDB Assessment Service

EMA CMDB Assessment Service The Promise of the CMDB The Configuration Management Database (CMDB) provides a common trusted source for all IT data used by the business and promises to improve IT operational efficiency and increase

More information

Maximize the synergies between ITIL and DevOps

Maximize the synergies between ITIL and DevOps BEST PRACTICES WHITE PAPER Maximize the synergies between ITIL and DevOps By Anthony Orr, Director of Service Management, Office of the CTO, BMC Software TABLE OF CONTENTS EXECUTIVE SUMMARY...............................................

More information

IT Financial Management and Cost Recovery

IT Financial Management and Cost Recovery WHITE PAPER November 2010 IT Financial Management and Cost Recovery Patricia Genetin Sr. Principal Consultant/CA Technical Sales David Messineo Sr. Services Architect/CA Services Table of Contents Executive

More information

Top 10 Reasons to Automate your IT Run Books

Top 10 Reasons to Automate your IT Run Books Top 10 Reasons to Automate your IT Run Books DS12 Top 10 Reasons to Automate Your IT Run Books Run Book Automation is an emerging technology space that is being adopted by many of the largest, most sophisticated

More information

Dell s SMART Approach to Workload Automation

Dell s SMART Approach to Workload Automation Dell s SMART Approach to Workload Automation Executive Summary A short time ago, Dell, like many other companies, embarked on a broad initiative to integrate and upgrade its IT services to better satisfy

More information

Beyond the Hypervisor: Optimizing Virtualization Management

Beyond the Hypervisor: Optimizing Virtualization Management Beyond the Hypervisor: Optimizing Virtualization Management An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for ASG Software Solutions August 2009 IT MANAGEMENT RESEARCH, Table of Contents

More information

Pragmatic Business Service Management

Pragmatic Business Service Management Pragmatic Business Service Management Written by Quest Software, Inc. White Paper Copyright Quest Software, Inc. 2007. All rights reserved. This guide contains proprietary information, which is protected

More information

Four Steps to Faster, Better Application Dependency Mapping

Four Steps to Faster, Better Application Dependency Mapping THOUGHT LEADERSHIP WHITE PAPER Four Steps to Faster, Better Application Dependency Mapping Laying the Foundation for Effective Business Service Models By Adam Kerrison, Principal Product Developer, BMC

More information

are you helping your customers achieve their expectations for IT based service quality and availability?

are you helping your customers achieve their expectations for IT based service quality and availability? PARTNER BRIEF Service Operations Management from CA Technologies are you helping your customers achieve their expectations for IT based service quality and availability? FOR PARTNER USE ONLY DO NOT DISTRIBUTE

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

VMware Virtualization and Cloud Management Solutions. A Modern Approach to IT Management

VMware Virtualization and Cloud Management Solutions. A Modern Approach to IT Management VMware Virtualization and Cloud Management Solutions A Modern Approach to IT Management Transform IT Management to Enable IT as a Service Corporate decision makers are transforming their businesses by

More information

HRG Assessment The Cloud Computing Challenge

HRG Assessment The Cloud Computing Challenge HRG Assessment The Cloud Computing Challenge What is Cloud Computing? Cloud Computing can be described as application services provided to end users through the web and managed by a third party. The services

More information

Using the cloud to improve business resilience

Using the cloud to improve business resilience IBM Global Technology Services White Paper IBM Business Continuity and Resiliency Services Using the cloud to improve business resilience Choose the right managed services provider to limit reputational

More information

WHITE PAPER GoundWork: Bringing IT Operations Management to Open Source and Beyond

WHITE PAPER GoundWork: Bringing IT Operations Management to Open Source and Beyond WHITE PAPER GoundWork: Bringing IT Operations Management to Open Source and Beyond Sponsored by: GroundWork Open Source Stephen Elliot April 2007 EXECUTIVE SUMMARY Global Headquarters: 5 Speen Street Framingham,

More information

Building the Business Case for Cloud: Real Ways Private Cloud Can Benefit Your Organization

Building the Business Case for Cloud: Real Ways Private Cloud Can Benefit Your Organization : Real Ways Private Cloud Can Benefit Your Organization In This Paper Leveraging cloud technology can help drive down costs while enabling service-oriented IT. Private and hybrid cloud approaches improve

More information

A Comprehensive Approach to Practicing ITIL Change Management. A White Paper Prepared for BMC Software February 2007

A Comprehensive Approach to Practicing ITIL Change Management. A White Paper Prepared for BMC Software February 2007 A White Paper Prepared for BMC Software February 2007 Table of Contents Executive Summary...1 The Problem...1 The Solution...2 ITIL Approach to Change Management...2 Integrating Batch Processing With ITIL-Based

More information

I N D U S T R Y D E V E L O P M E N T S A N D M O D E L S. I D C M a t u r i t y M o d e l : P r i n t a n d D o c u m e n t M a n a g e m e n t

I N D U S T R Y D E V E L O P M E N T S A N D M O D E L S. I D C M a t u r i t y M o d e l : P r i n t a n d D o c u m e n t M a n a g e m e n t Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com E X C E R P T I N D U S T R Y D E V E L O P M E N T S A N D M O D E L S I D C M a t u r i t y M o

More information

Avanade Point of View. Getting it right with a project and portfolio management solution

Avanade Point of View. Getting it right with a project and portfolio management solution Avanade Point of View Getting it right with a project and portfolio management solution Better control, higher value Orchestrating a portfolio of projects, and the resources for execution, challenges leaders

More information

BMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow

BMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow 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

More information

White Paper. Getting the Picture: Leveraging Sentry Software Connectors for BMC TrueSight Capacity Optimization

White Paper. Getting the Picture: Leveraging Sentry Software Connectors for BMC TrueSight Capacity Optimization White Paper Getting the Picture: Leveraging Sentry Software Connectors for BMC TrueSight Capacity Optimization The days are long gone when datacenter management could be passive in their use of technology

More information

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3.

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3. 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

More information

IBM Software IBM Business Process Management Suite. Increase business agility with the IBM Business Process Management Suite

IBM Software IBM Business Process Management Suite. Increase business agility with the IBM Business Process Management Suite IBM Software IBM Business Process Management Suite Increase business agility with the IBM Business Process Management Suite 2 Increase business agility with the IBM Business Process Management Suite We

More information

Outsourcing Models: Aligning Sourcing Strategy to Business Objectives

Outsourcing Models: Aligning Sourcing Strategy to Business Objectives Outsourcing Models: Aligning Sourcing Strategy to Business Objectives - Manish Subramanian, Rohini Williams An Introduction The term offshore outsourcing brings to mind images of work flowing from large

More information

The top 10 misconceptions about performance and availability monitoring

The top 10 misconceptions about performance and availability monitoring The top 10 misconceptions about performance and availability monitoring Table of contents Introduction................................................................ 3 The top 10 misconceptions about

More information

WHITE PAPER. SAS IT Intelligence. Balancing enterprise strategy, business objectives, IT enablement and costs

WHITE PAPER. SAS IT Intelligence. Balancing enterprise strategy, business objectives, IT enablement and costs WHITE PAPER SAS IT Intelligence Balancing enterprise strategy, business objectives, IT enablement and costs Table of Contents Executive summary... 1 SAS IT Intelligence leaping tactical pitfalls... 2 Resource

More information

Streamlining Service Request Processes: A Key to Business Success

Streamlining Service Request Processes: A Key to Business Success Streamlining Service Request Processes: A Key to Business Success best practices WHITE PAPER Table of Contents Executive Summary...1 The Pent-up Need for Service Request Management...2 > Difficult for

More information

Learn How to Leverage System z in Your Cloud

Learn How to Leverage System z in Your Cloud Learn How to Leverage System z in Your Cloud Mike Baskey IBM Thursday, February 7 th, 2013 Session 12790 Cloud implementations that include System z maximize Enterprise flexibility and increase cost savings

More information

Software Asset Management on System z

Software Asset Management on System z Software Asset Management on System z Mike Zelle Tivoli WW IT Asset Management Marketing SAM in SHARE Project Manager mzelle@us.ibm.com Agenda Why Software Asset Management (SAM) The Discipline of Software

More information

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution 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...................................................

More information

IBM SmartCloud Monitoring

IBM SmartCloud Monitoring IBM SmartCloud Monitoring Gain greater visibility and optimize virtual and cloud infrastructure Highlights Enhance visibility into cloud infrastructure performance Seamlessly drill down from holistic cloud

More information

Does Company Size Matter? Sizing up SaaS for your IT Help Desk SOLUTION WHITE PAPER

Does Company Size Matter? Sizing up SaaS for your IT Help Desk SOLUTION WHITE PAPER Does Company Size Matter? Sizing up SaaS for your IT Help Desk SOLUTION WHITE PAPER Table of Contents Organization Size and Sizing up SaaS for the IT Help Desk................... 1 What SaaS can bring

More information

Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL).

Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL). 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

More information

W H I T E P A P E R E n a b l i n g D a t a c e n t e r A u t o mation with Virtualized Infrastructure

W H I T E P A P E R E n a b l i n g D a t a c e n t e r A u t o mation with Virtualized Infrastructure W H I T E P A P E R E n a b l i n g D a t a c e n t e r A u t o mation with Virtualized Infrastructure Sponsored by: VMware Tim Grieser August 2008 IDC OPINION Global Headquarters: 5 Speen Street Framingham,

More information

Meeting the Challenge of Service Request Management SOLUTION WHITE PAPER

Meeting the Challenge of Service Request Management SOLUTION WHITE PAPER 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

More information

SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them?

SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR z/os DRAFT

More information

Business Service Management Cyril Gobrecht Business Solutions Manager Halim Belkhatir Regional Manager. 17 December 2008

Business Service Management Cyril Gobrecht Business Solutions Manager Halim Belkhatir Regional Manager. 17 December 2008 Business Service Management Cyril Gobrecht Business Solutions Manager Halim Belkhatir Regional Manager 17 December 2008 1/12/2009 A unique offering to achieve BSM BSM from BMC is a comprehensive approach

More information