Creating Added Value for the IT Service Management Practice. How ConsoleWorks Creates Value for ITSM Best Practices
|
|
- Shauna Gaines
- 8 years ago
- Views:
Transcription
1 Creating Added Value for the IT Service Practice Many of the best practices documented within ITSM provide guidance on how to perform IT functions in a consistent and reliable manner. It calls for a seamless mesh between people involved, the underlying processes in place and the technology that enables the two. However, these ITSM best practices make no assumptions regarding possible uses of technology that can automate and optimize many of these activities. When this can be done, it becomes a value-added ITSM practice which is where ConsoleWorks helps with the use of technology and the data generated by it to turn it into information, and then deliver the information in a way that turns it into knowledge. How ConsoleWorks Creates Value for ITSM Best Practices ConsoleWorks plays an important role in the ongoing support, operation, maintenance and management of the foundation of the IT infrastructure. IT Foundation (ITFM) improves Service by automating and optimizing specific sub-processes that commonly exist in all organizations; IT foundation processes directly impact reliability, availability, security, compliance and the cost of operations. These sub-processes either directly relate to the best practices guidance known as ITSM (IT Service ) or indirectly contribute to the stated goals of ITSM best practices. ConsoleWorks automates and optimizes the ITSM best practice into a far leaner and more comprehensive process in areas where there are disparate tools (or no tools) and manual processes, as represented in the graphic below. The result is a considerable improvement in key performance measures such as elapsed time, touch time, cost and Mean Time To Repair (MTTR). Disparate Tools require specialized knowledge Traditional IT approach showing management gaps and inherent inefficiencies caused by the use of disparate tools across the environment.
2 ConsoleWorks, using IT foundation management functionality, offers these value-added ITSM practices through an integrated software environment that includes a knowledge base used for event detection, prioritization and diagnosis to form a robust end-to-end, closed loop remediation practice. With ConsoleWorks, the tools of the trade that normally exist as many independent tools, as show above, are consolidated into a seamlessly integrated software application as depicted in the diagram below. ConsoleWorks fills the Gap ConsoleWorks provides an integrated environment and additional capabilities to improve key aspects of IT Service. The scope of ConsoleWorks centers on providing knowledge about events that can be automatically detected by technology, for remediation actions and for root cause analysis. For inbound help desk requests, the normal ITSM best practices are improved with ConsoleWorks for diagnosis, root cause analysis and closed loop remediation. ConsoleWorks controls elements of the extended data center in a unique way, enabling a new approach with new technology. Because of this, ConsoleWorks is able to maintain a secure, constant, persistent contact with all components of the data center everywhere from anywhere, independent of the presence of an operating system and without bandwidth constraints. By delivering agentless management technology that begins managing devices as soon as power and a network cable are installed, it allows ConsoleWorks to detect that a component is in trouble before it goes down. Along with the complete Event Lifecycle, it enables an immediate path to remediation to anywhere from everywhere. The result is a greater time between failures, quicker remediation of failures, and a more efficient use of personnel all of which result in a quick return on the investment. ConsoleWorks Impact on ITSM Best Practices ITSM Best Practice Service Design Service Level Risk Information Security Compliance ConsoleWorks Added-Value to ITSM Best Practice On change event detection (real-time, milliseconds notification) Correlation across applications and infrastructure Role based access and control over serial interfaces, consoles and command line interfaces Logging of actions for matter-of-record verification Role-based systems management over privileged serial interfaces Maintains security in all modes production, test, standby, maintenance, no OS, etc.
3 Service Transition Configuration Change Knowledge Service Operation Event Incident Problem Detects compliance-related events Produces compliance reports Manages multiple (up to 40) like-device configuration changes with a single action Manages multiple (up to 40) like-device configuration changes with a single action including patches and upgrades Creates a living history of events and actions across the IT infrastructure Records past remediation actions to events Adaptive event management to update events and event patterns with respect to priority, description, recommendation actions and automated actions Captures broadest range of hardware/software generated events across the IT infrastructure Captures event on change, in real-time (milliseconds) Captures events in all modes production, test, standby, maintenance, no OS, etc. Faster, and more comprehensive, event detection (milliseconds) Intelligent Event Modules automatically prioritize events and relate vendor definitions/recommended actions to each One-click on event console or command line interface open Secure, remote monitoring and closed loop remediation Correlation across IT infrastructure for root cause analysis and cascading-effect identification Geographically independent secure, collaborative environment Role-based access and control over serial interfaces and Access Continuous Service Improvement Service Level Detect events across infrastructure in real-time Pattern definition of events that threaten SLA, automated actions and alerts Continual Service Adapt event definitions, event patterns, and actions on an ongoing basis to embed Improvement lessons learned ConsoleWorks Value to ITSM Practices Incident : ConsoleWorks detects a broader range of events in true real-time (milliseconds) directly from the IT infrastructure and automatically prioritizes them based on vendor documentation and userdeveloped prioritization rules. Events are further presented with descriptive context and often suggested remediation actions. Finally, remediation is simplified by automatically opening the appropriate console or command line interface with a single mouse-click on the associated event. The improvement to the MTTR cycle can range from minutes to hours or even days depending on the nature of the event and the information required for diagnosis. Security : ITSM security best practices are supported for the IT group (system admins, for example), applying role-based access and control to the service interfaces (privileged interfaces, baseboard management controllers, serial interfaces, operating system consoles etc.). ITSM best practices are being directly applied to the IT staff (including contractors and service techs) where they primarily focus on others. Yet, the security within IT represents a far greater vulnerability, and where security best practices need to be applied. Configuration, Change, and Release : Role-based access and security is needed to properly manage configuration and change management processes, just as a definitive record is needed of changes that have been made. ConsoleWorks provides both of these elements, as well as the ability to perform
4 configuration, maintenance, patching and other activities on as many as 40-like devices through a single usergenerated action. Service Level (SLAs): The ability to consume and correlate events from across the IT infrastructure is another key point. This provides a powerful means to manage against Service Level Agreements which is how ConsoleWorks is being used by a leading financial institution for one of their EFT services. ConsoleWorks provides the means to proactively detect and remediate threats to SLAs. Continuous Improvement, Embedded Domain Knowledge: ConsoleWorks provides the ability to develop custom event-patterns, set priorities, and capture remediation actions taken as a living history. ConsoleWorks also enables collaborative, team interactions that enable the IT organization to tap its family of knowledge workers as needed through this knowledge base, regardless of geographical location. Integration with Service Desk Applications: ConsoleWorks supports bi-directional information sharing to other applications. For example, ConsoleWorks can send events to other applications just as it can consume and process evens from other systems. Rapid updates to Service Desks are especially important in order to properly meet Service Level Agreements. For example, if a service desk application is considered the master reporting system for infrastructure practices such as Incident, Problem Resolution and Change : then ConsoleWorks can send the supporting event detection prioritization, diagnosis and remediation to the service desk application. If the service desk is primarily used to assign tickets, ConsoleWorks can consume tickets and post remediation when a ticket is completed. In summary ConsoleWorks can: Post events to the service desk application Consume and process events from the service desk application Take tickets from the service desk application and update tickets when complete Post entire Incident, Problem Resolutions, etc. datasets to the service desk application. New Insight with ConsoleWorks A major consideration with respect to service desk strategy is the fact that many highly technical incidents never see the light of day in the service desk application. In the real world of work, incidents (issues, problems) are spotted by system administrators, operators, contractors or even service technicians and dealt with appropriately before they can produce an effect that would trigger a service desk request. Sometimes it is followed by manually updating the service desk application but often it is not even when policies or procedures require this to be done. With ConsoleWorks, this information can be pushed up to the service desk application, giving IT management new visibility into what is really happening on the front lines. IT Foundation with ConsoleWorks
5 ConsoleWorks controls elements of the extended data center in a unique way, enabling a new approach with new technology. Because of this, ConsoleWorks is able to maintain a secure, constant, persistent contact with all components of the data center everywhere from anywhere, independent of the presence of an operating system and without bandwidth constraints. By delivering agentless management technology that begins managing devices as soon as power and a network cable are installed, it allows ConsoleWorks to detect that a component is in trouble before it goes down. It enables an immediate path to remediation to anywhere from everywhere. The result is a greater time between failures, quicker remediation of failures, and a more efficient use of personnel all of which result in a quick return on the investment. About TDi Technologies TDi Technologies is the leader in IT Foundation, delivering solutions to a global customer base with key verticals including Utilities, Financial Services, Telecommunications, Healthcare and Government. The company s solutions, ConsoleWorks, provides a single pane of glass enabling customers to reduce operating costs, meet compliance requirements, secure the IT infrastructure and improve overall IT service delivery.
Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.
ENTERPRISE MONITORING & LIFECYCLE MANAGEMENT Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
More informationVistara Lifecycle Management
Vistara Lifecycle Management Solution Brief Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
More informationCIP- 005 R2: Understanding the Security Requirements for Secure Remote Access to the Bulk Energy System
CIP- 005 R2: Understanding the Security Requirements for Secure Remote Access to the Bulk Energy System Purpose CIP-005-5 R2 is focused on ensuring that the security of the Bulk Energy System is not compromised
More informationHow To Use Ibm Tivoli Monitoring Software
Monitor and manage critical resources and metrics across disparate platforms from a single console IBM Tivoli Monitoring Highlights Help improve uptime and shorten Help optimize IT service delivery by
More informationPrivileged Access Management with ConsoleWorks. A unified in-band and out-of-band solution. Solution Brief
Privileged Access Management with ConsoleWorks A unified in-band and out-of-band solution Solution Brief Privileged Access Management with ConsoleWorks A unified in-band and out-of-band solution ConsoleWorks
More informationSolution 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 informationBest Practices for Building a Security Operations Center
OPERATIONS SECURITY Best Practices for Building a Security Operations Center Diana Kelley and Ron Moritz If one cannot effectively manage the growing volume of security events flooding the enterprise,
More informationIdentity and Access Management Integration with PowerBroker. Providing Complete Visibility and Auditing of Identities
Identity and Access Management Integration with PowerBroker Providing Complete Visibility and Auditing of Identities Table of Contents Executive Summary... 3 Identity and Access Management... 4 BeyondTrust
More informationNERC CIP Compliance Gaining Oversight with ConsoleWorks
NERC CIP Compliance Gaining Oversight with ConsoleWorks The current challenge for many Utility companies is finding efficient ways to gain oversight and control over NERC CIP regulation compliance. NERC
More informationSee all, manage all is the new mantra at the corporate workplace today.
See all, manage all is the new mantra at the corporate workplace today. 1) Do you want to schedule backups, software updates using just one consistent automation platform? 2) Do you want a product that
More informationDynamic Service Desk. Unified IT Management. Solution Overview
I T S E R V I C E + I T A S S E T M A N A G E M E N T INFRASTRUCTURE MANAGEMENT Dynamic Service Desk Unified IT Management Achieving business and IT alignment requires having insight into hardware and
More informationEmpower Human Ingenuity IT Process Automation Buying Guide
Empower Human Ingenuity IT Process Buying Guide IT Process solutions can be the singlemost impacting software in recent history to free up resources, eliminate human error and ensure compliance. Copyright
More informationSecuring your IT infrastructure with SOC/NOC collaboration
Technical white paper Securing your IT infrastructure with SOC/NOC collaboration Universal log management for IT operations Table of contents Executive summary 2 IT operations: Handle IT incidents and
More informationCisco Process Orchestrator Adapter for Cisco UCS Manager: Automate Enterprise IT Workflows
Solution Overview Cisco Process Orchestrator Adapter for Cisco UCS Manager: Automate Enterprise IT Workflows Cisco Unified Computing System and Cisco UCS Manager The Cisco Unified Computing System (UCS)
More informationAddressing the United States CIO Office s Cybersecurity Sprint Directives
RFP Response Addressing the United States CIO Office s Cybersecurity Sprint Directives How BeyondTrust Helps Government Agencies Address Privileged Account Management and Improve Security July 2015 Addressing
More informationITSM Process Description
ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management
More informationReduce 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 informationHP Systems Insight Manager and HP OpenView
HP Systems Insight Manager and HP OpenView Working Better Together to Deliver End-to-End Management, from Hardware Infrastructure to Business Service Availability Executive Summary... 2 Challenges of Managing
More informationDer Weg, wie die Verantwortung getragen werden kann!
Managed Security Services Der Weg, wie die Verantwortung getragen werden kann! Christoph Altherr System Engineer Security 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 1 Agenda Enterprise
More informationLorem ipsum dolor sit amet sit
Issue 1 1 7 12 Integrated IT Management The Value of Integrating Availability & Performance Management and Service Desk Tools About ManageEngine Lorem ipsum dolor sit amet sit Integrated IT Management
More informationWhite Paper. Business Service Management Solution
White Paper Business Service Management Solution Eric Stinson, September 2005 Executive Summary With services and Service Level Agreements (SLAs) being direct sources of revenue (or penalties) for service
More informationImproving. Summary. gathered from. research, and. Burnout of. Whitepaper
Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level
More informationManageEngine (division of ZOHO Corporation) www.manageengine.com. Infrastructure Management Solution (IMS)
ManageEngine (division of ZOHO Corporation) www.manageengine.com Infrastructure Management Solution (IMS) Contents Primer on IM (Infrastructure Management)... 3 What is Infrastructure Management?... 3
More informationUsing DCIM to Identify Data Center Efficiencies and Cost Savings. Chuck Kramer, RCDD, NTS Charles.kramer@emerson.com
Using DCIM to Identify Data Center Efficiencies and Cost Savings Chuck Kramer, RCDD, NTS Charles.kramer@emerson.com Data Center Eco-System (A 3 layer cake) Physical Layer IT Layer Application Layer DECOMMISIONING
More informationProven deployments across different Industry verticals; Being used by leading brands
What is SapphireIMS? Comprehensive IT Service Management Suite consisting of IT Service desk certified as per ITIL 3.0 (ITSM) IT Asset management (ITAM) Business Service Monitoring (BSM) IT Automation
More informationHP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes.
HP Service Manager HP s next-generation IT service management solution Technology for better business outcomes. IT Services Lifecycle in HP Service Manager HP Service Manager: Setting the standard for
More informationClosed Loop Incident Process
Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The
More informationSOLUTION 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 informationIT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS
IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS IT INFRASTRUCTURE MANAGEMENT SERVICES Nortech Remote management IT security Services provide around clock remote Management, real time
More informationTHE TOP 4 CONTROLS. www.tripwire.com/20criticalcontrols
THE TOP 4 CONTROLS www.tripwire.com/20criticalcontrols THE TOP 20 CRITICAL SECURITY CONTROLS ARE RATED IN SEVERITY BY THE NSA FROM VERY HIGH DOWN TO LOW. IN THIS MINI-GUIDE, WE RE GOING TO LOOK AT THE
More informationVulnerability Management
Vulnerability Management Buyer s Guide Buyer s Guide 01 Introduction 02 Key Components 03 Other Considerations About Rapid7 01 INTRODUCTION Exploiting weaknesses in browsers, operating systems and other
More informationOperationalize Policies. Take Action. Establish Policies. Opportunity to use same tools and practices from desktop management in server environment
Microsoft IT Systems Strategy DATACENTER APPLICATIONS Process-Led, Model-Driven Unified and Virtualized USER-CENTRICITY ServiceEnabled Basic Standardize d Rationalized Dynamic Cost center Efficient cost
More informationCMDB Essential to Service Management Strategy. All rights reserved 2007
CMDB: Essential to the Service Management strategy Business Proposition: This white paper describes how the CMDB is an essential component of the IT Service Management Strategy, and why the FrontRange
More informationITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists
Incident ITSM Maturity Model 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident process exists Incident policies governing incident Incident urgency, impact and priority
More informationCaretower s SIEM Managed Security Services
Caretower s SIEM Managed Security Services Enterprise Security Manager MSS -TRUE 24/7 Service I.T. Security Specialists Caretower s SIEM Managed Security Services 1 Challenges & Solution Challenges During
More informationExtreme Networks Security Analytics G2 Vulnerability Manager
DATA SHEET Extreme Networks Security Analytics G2 Vulnerability Manager Improve security and compliance by prioritizing security gaps for resolution HIGHLIGHTS Help prevent security breaches by discovering
More informationHow To Standardize Itil V3.3.5
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 informationCisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service
Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate allows customers to make full use of the benefits of the Cisco TelePresence solution,
More information"Service Lifecycle Management strategies for CIOs"
"Service Lifecycle strategies for CIOs" Ralf Hart, Sales Manager CEE Europe FrontRange Solutions 10th December 2008 Agenda FrontRange Solutions The challenges the IT community faces What is the solution?
More informationThe Trellis Dynamic Infrastructure Optimization Platform for Data Center Infrastructure Management (DCIM)
The Trellis Dynamic Infrastructure Optimization Platform for Data Center Infrastructure Management (DCIM) TM IS YOUR DATA CENTER OPERATING AT PEAK PERFORMANCE? MITIGATE RISK. OPTIMIZE EFFICIENCY. SUPPORT
More informationSOLUTION 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 informationWhat s New With HP Service Manager and Universal CMDB December 18, 2014
What s New With HP Service Manager and Universal CMDB December 18, 2014 Copyright 2014 Vivit Worldwide Copyright 2014 Vivit Worldwide Brought to you by Copyright 2014 Vivit Worldwide Hosted by Laura Walker
More informationW H I T E P A P E R A u t o m a t i n g D a t a c e n t e r M a nagement: Consolidating Physical and Virtualized Infrastructures
W H I T E P A P E R A u t o m a t i n g D a t a c e n t e r M a nagement: Consolidating Physical and Virtualized Infrastructures Sponsored by: HP Stephen Elliot April 2008 IDC OPINION Global Headquarters:
More informationRally Integration with BMC Remedy through Kovair Omnibus Kovair Software, Inc.
Rally Integration with BMC Remedy through Kovair Omnibus Kovair Software, Inc. 2410 Camino Ramon, STE 230, San Ramon, CA 94583 www.kovair.com sales@kovair.com Document Version History Release Date Reason
More information02 General Information. 03 Features. 06 Benefits.
invgate 02 General Information. 03 Features. 06 Benefits. Index. 02 General Information. Improve your IT department Managing Service Support just got easier Despite growing connectivity, data accessibility
More informationConsolidating IT Infrastructure Management: Unifying Data Center Hardware and Software Administration
Consolidating IT Infrastructure Management: Unifying Data Center Hardware and Software Administration An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for Emerson Network Power October 2014
More informationRemote control/problem resolution
LANDesk Solution Brief: Remote control/problem resolution Solving real IT challenges. Solve user problems the first time anytime, anywhere The Challenge: One thing is certain in the modern enterprise:
More informationITIL V3: Making Business Services Serve the Business
ITIL V3: Making Business Services Serve the Business An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for ASG October 2008 IT Management Research, Industry Analysis, and Consulting Table
More informationJuniper Networks Automated Support and Prevention Solution (ASAP)
Juniper Networks Automated Support and Prevention Solution (ASAP) An ecosystem of tools, applications, and systems to streamline operations, bring operational efficiency, reduce downtime, and increase
More informationRemote Control/Problem Resolution
Remote Control/Problem Resolution Have the best of all worlds secure, reliable remote control with robust information gathering and problem resolution tools Solve user problems the first time anytime,
More informationPredictive 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 informationService Catalog. it s Managed Plan Service Catalog
Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is
More informationKeep 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 informationA Federated Approach to Systems Management. Sr. Product Specialist Systems Engineer
A Federated Approach to Systems Todd Nugent Mike Huffstatler Sr. Product Specialist Systems Engineer The Absolute Product Portfolio Cross Platform Provides policy driven management of cross platform devices.
More informationSummit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
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
More informationProblem Management: A CA Service Management Process Map
TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE
More informationCisco Network Optimization Service
Service Data Sheet Cisco Network Optimization Service Optimize your network for borderless business evolution and innovation using Cisco expertise and leading practices. New Expanded Smart Analytics Offerings
More informationClarity Assurance allows operators to monitor and manage the availability and quality of their network and services
Clarity Assurance allows operators to monitor and manage the availability and quality of their network and services clarity.com The only way we can offer World Class Infocomm service is through total automation
More informationBMC Remedy IT Service Management 7.5.00 Concepts Guide
BMC Remedy IT Service Management 7.5.00 Concepts Guide February 2009 www.bmc.com Contacting BMC Software You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain
More informationEnhancing Business Performance Through Innovative Technology Solutions
Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance
More informationIBM QRadar as a Service
Government Efficiency through Innovative Reform IBM QRadar as a Service Service Definition Copyright IBM Corporation 2014 Table of Contents IBM Cloud Overview... 2 IBM/Sentinel PaaS... 2 QRadar... 2 Major
More informationBeyond 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 informationAutomate PCI Compliance Monitoring, Investigation & Reporting
Automate PCI Compliance Monitoring, Investigation & Reporting Reducing Business Risk Standards and compliance are all about implementing procedures and technologies that reduce business risk and efficiently
More informationAchieving Control: The Four Critical Success Factors of Change Management. Technology Concepts & Business Considerations
Achieving Control: The Four Critical Success Factors of Change Management Technology Concepts & Business Considerations T e c h n i c a l W H I T E P A P E R Table of Contents Executive Summary...........................................................
More informationRSA envision. Platform. Real-time Actionable Security Information, Streamlined Incident Handling, Effective Security Measures. RSA Solution Brief
RSA Solution Brief RSA envision Platform Real-time Actionable Information, Streamlined Incident Handling, Effective Measures RSA Solution Brief The job of Operations, whether a large organization with
More informationHow to make your business more flexible & cost effective? Remote Management & Monitoring Solutions for IT Providers
How to make your business more flexible & cost effective? Remote Management & Monitoring Solutions for IT Providers contents 01 Current situation of the IT Channel 02 Market Trends 03 What would be the
More informationROUTES 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 informationOptimizing Data Center Performance. and. Building ROI
Tim Grieser Program Vice President Enterprise System Management Software Optimizing Data Center Performance and Building ROI July 20, 2005 Source: IDC, 2005. (C) 2005, IDC. All Rights Reserved. Abstract
More informationITIL Event Management in the Cloud
ITIL Event Management in the Cloud An AWS Cloud Adoption Framework Addendum July 2015 2015, Amazon Web Services, Inc. or its affiliates. All rights reserved. Notices This document is provided for informational
More informationImplementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco
Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco A leading Australian telecommunications service provider wanted to implement a consolidated
More informationTrack-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution
The World s Most Widely Installed Help Desk and Asset Management Solution Key Benefits Easy to use! Gain full control of your IT assets, hardware and software Simplify software license management Save
More informationNIST CYBERSECURITY FRAMEWORK COMPLIANCE WITH OBSERVEIT
NIST CYBERSECURITY FRAMEWORK COMPLIANCE WITH OBSERVEIT OVERVIEW The National Institute of Standards of Technology Framework for Improving Critical Infrastructure Cybersecurity (The NIST Framework) is a
More informationAutomated 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 informationPredictive 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 informationPhysical Infrastructure Management Solutions
Physical Infrastructure Management Solutions Physical Infrastructure Challenges Require Innovative Solutions The Need for In-Depth Network Intelligence. With increased acceptance of virtualization, cloud
More informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationCompany Overview. Enterprise Cloud Solutions
2016 Company Overview Enterprise Cloud Solutions ENTERPRISE CLOUD SOLUTIONS Unitas Global utilizes leading cloud technologies to optimize enterprise IT environments. By designing, deploying, and managing
More informationServiceDesk Plus On-Demand QUICK START GUIDE
ServiceDesk Plus On-Demand QUICK START GUIDE ServiceDesk Plus On-Demand is an online help desk software built on the ITIL framework with integrated asset management. It is available in 15 different languages
More informationHow To Create A Cloud Monitoring Platform
New Revenue Opportunities for Service Providers IN Public, Private or Hybrid Cloud Applications Next-Generation IT Monitoring provides a Business Intelligence Layer across Hybrid Environments Overview
More informationAlcatel-Lucent Managed Services Overview
Alcatel-Lucent Managed Services Overview Operators have to continuously evolve their networks and be savvy about the use of technology to meet the exploding bandwidth demand being created by today s end
More informationmbits Network Operations Centrec
mbits Network Operations Centrec The mbits Network Operations Centre (NOC) is co-located and fully operationally integrated with the mbits Service Desk. The NOC is staffed by fulltime mbits employees,
More informationINFORMATION TECHNOLOGY INFRASTRUCTURE ANALYST
JOB DESCRIPTION MICHIGAN CIVIL SERVICE COMMISSION JOB SPECIFICATION INFORMATION TECHNOLOGY INFRASTRUCTURE ANALYST Employees in this job function as information technology (IT) professionals serving as
More informationBMC Service Assurance. Proactive Availability and Performance Management Capacity Optimization
BMC Service Assurance Proactive Availability and Performance Management Capacity Optimization BSM enables cross-it workflow Proactive Operations Initiatives Incident Management Proactive Operations REQUEST
More informationBecoming a Cloud Services Broker. Neelam Chakrabarty Sr. Product Marketing Manager, HP SW Cloud Products, HP April 17, 2013
Becoming a Cloud Services Broker Neelam Chakrabarty Sr. Product Marketing Manager, HP SW Cloud Products, HP April 17, 2013 Hybrid delivery for the future Traditional IT Evolving current state Future Information
More informationTecknodreams Software Consulting Pvt. Ltd. Managing IT Services in an Insurance Company
Tecknodreams Software Consulting Pvt. Ltd. Managing IT Services in an Insurance Company Company Profile This Insurance Company is a specialist in Health Insurance and provides quality service at the best
More informationCalifornia Department of Technology, Office of Technology Services AIX/LINUX PLATFORM GUIDELINE Issued: 6/27/2013 Tech.Ref No. 04.17.
Table of Contents 1.0 GENERAL... 3 1.1 SUMMARY... 3 1.2 REFERENCES... 3 1.3 SUBMITTALS... 3 1.3.1 General... 3 1.3.2 Service Request Criteria... 4 1.4 EXPECTATIONS... 4 1.4.1 OTech... 4 1.4.2 Customer...
More informationBest Practices for Implementing Global IoT Initiatives Key Considerations for Launching a Connected Devices Service
Best Practices for Implementing Global IoT Initiatives Key Considerations for Launching a Connected Devices Service White Paper Jasper Technologies, Inc. 02 For more information about becoming a service
More informationTime to Move Away From Fragmented IT Management. Click to edit Master title style
Time to Move Away From Fragmented IT Management Click to edit Master title style ManageEngine At a Glance Established in 2002 as part of privately held Zoho Corporation ZOHO Corp 750 employees, R&D in
More informationRemote Support Competitive Overview
Competitive Brief Remote Support Competitive Overview April 2014 HP Restricted for HP and Channel Partner Internal Use Only Executive Summary HP remote support and HP Insight Online help customers and
More informationGet what s right for your business. Contact @lliance Technologies.
Provisioning Looking for new technology? You need systems in line with your business goals. You also need those systems to interact seamlessly. We can help you get the right technology to the right place
More informationLOG INTELLIGENCE FOR SECURITY AND COMPLIANCE
PRODUCT BRIEF uugiven today s environment of sophisticated security threats, big data security intelligence solutions and regulatory compliance demands, the need for a log intelligence solution has become
More informationCA 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 informationImprove end-to-end management with IBM consolidated operations management solutions.
IBM consolidated operations management solutions To support your business objectives Improve end-to-end management with IBM consolidated operations management solutions. Accelerate operations with a single
More informationStreamlining Patch Testing and Deployment
Streamlining Patch Testing and Deployment Using VMware GSX Server with LANDesk Management Suite to improve patch deployment speed and reliability Executive Summary As corporate IT departments work to keep
More informationperformance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.
DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines,
More informationIT Operations Management. Intelligent. Integrated. Innovative.
IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to
More informationHP and netforensics Security Information Management solutions. Business blueprint
HP and netforensics Security Information Management solutions Business blueprint Executive Summary Every day there are new destructive cyber-threats and vulnerabilities that may limit your organization
More informationcan you improve service quality and availability while optimizing operations on VCE Vblock Systems?
SOLUTION BRIEF Service Assurance Solutions from CA Technologies for VCE Vblock Systems can you improve service quality and availability while optimizing operations on VCE Vblock Systems? agility made possible
More informationGetting Started with End-to-End Application Performance Management
Getting Started with End-to-End Application Performance Management Tom Quinn CA Technologies August 15, 2013 Session Number 14043 Agenda Overview of APM Why you want to adopt Cross Platform APM The APM
More information