Is it Time to Modernize Your Service Desk?
|
|
- Jasmin Atkinson
- 6 years ago
- Views:
Transcription
1 THOUGHT LEADERSHIP WHITE PAPER Is it Time to Modernize Your Service Desk? By Michele McFadden, Senior Director of Product Management, BMC Software When you pick a program to record on your DVR, purchase an ebook online, or choose a song to download, you re making a choice. You get the services you want, where and when you need them. IT needs to think of the services we deliver to our customers in the same way. Instead of saying, Here are your IT services, IT must go further and ask, Where, when, and how would you like your services? This is how IT goes beyond aligning with the business and demonstrates its value. In most organizations, the service desk is the primary channel of interaction between business users and IT. For many users, it s the only channel the face of IT to the business. Through the service desk, IT can develop strong, productive relationships with business users. To fully exploit the capability of the service desk and meet the needs of today s business users, you need to transition your service desk from an infrastructure- and technology-centric focus to one that s oriented to the needs of the customer. This transition places stringent requirements on the underlying service desk technology. That technology must be capable of capturing and communicating metrics that are meaningful to business users. In addition, today s business users are accustomed to interacting with technology in a much more consumer-like, social manner such as through Facebook, LinkedIn, and Twitter. They expect their interactions with IT at work to mimic the same kind of intuitive interactions they have in their personal lives. The service desk technology must be capable of delivering that experience. Is your service desk solution modern enough to meet these requirements? Maybe your system was homegrown, for example, and it requires considerable effort to keep up with new business needs as you try to add new capabilities that business users require. The system may have met your requirements at the time it was built, but it may be a struggle when you to try to stretch it to meet new demands. It s like trying to hang on to a car that is way past its prime. At some point, it s time to buy a new car.
2 Perhaps you have a commercial product that is overly customized and difficult to upgrade. The tailoring that you do to the service desk should be focused on configuration, not customization. Here are some questions to ask to help you decide if it s time to replace your service desk with one that can meet your needs now and in the future. ARE YOU CREATING A SOCIAL, COLLABORATIVE ENVIRONMENT? Traditionally, communicating with the service desk has been a one-way proposition and very technology focused. Users call in to the service desk to report problems. The service desk then initiates a workflow, oftentimes manual, to address the problems. This is not a highly interactive environment and does not provide much opportunity for developing relationships with users. Modern users are technically savvy and are accustomed to communicating in a much more social and interactive way. Consequently, the modern service desk should facilitate two-way communication. It is through this communication that IT can develop strong, collaborative relationships with users. Users are more likely to be looking for help from their smartphones or tablets than from their desktop computers. They want to communicate with IT in the same way, using the same devices as they use in their personal lives a familiar phenomenon known as the consumerization of IT. Does your current service desk solution enable users to interact with the service desk in the way they prefer? If not, users may turn for help to other sources outside of IT. In that case, IT needs to improve how it demonstrates value to users. Consequently, the service desk solution should support social communication channels such as chat. It should permit users to communicate via the devices they prefer, which may include their personal smartphones or tablets. The more communication channels you are willing to engage with, the greater your visibility is into the needs of your user population. ARE YOU CAPTURING AND REPORTING THE RIGHT DATA? Traditional service desk solutions may track only transactional incident activity, such as call volumes, call waiting times, incident closure times, and the percentage of incidents closed on the first call. Many IT organizations rely on this information to measure the effectiveness of their service desks. But measuring success based on activity rather than business value can be misleading. For example, taking comfort in the fact that incident activity has remained relatively constant may be ill advised. This constancy may indicate lack of progress in improving service, and continuous improvement should be a fundamental objective of all IT organizations. It s also important to examine the reports you send to the business. How are you ensuring that the data you are sharing is relevant to the business? Are you reporting on the same metrics that you reported on in the past? If so, this could be an indication that you have not evolved your dialogue with the business. As a result, the metrics you are tracking may not provide sufficient information to demonstrate business value, such as improvements in availability that directly result in increased revenue. What s required is a solution that captures business-oriented metrics in addition to activity metrics. The solution should also be capable of dynamically accessing data from other systems, such as enterprise resource planning (ERP) systems, to complement the data it captures. In addition, it should have built-in analytics, including predictive analytics that permit IT to identify trends and take proactive action. Finally, the solution should present the information in reports and dashboards that are meaningful to business users and that provide a balanced view of the value provided by IT. CAN YOU EASILY PERSONALIZE THE USER EXPERIENCE? You have to accommodate a wide variety of users. Think about your team, the service desk staff of level 1, level 2, and level 3 technicians, and the administrators who manage the solution. There are also internal business users in various organizations and there may also be external customers who are looking for help. 1
3 Each of these user types interacts with the service desk solution for different purposes. A level 3 support technician, for example, will have different requirements than a level 1 technician. Therefore, you need to be able to personalize the user experience for each type of user. Personalization should be simple and straightforward, such as by drag-and-drop operations. In no case should programming be required. The service desk should deliver customized views to meet user needs for example, creating a portal that is specific to the service department with their branding, even a specific color scheme; displaying content that they are interested in from the service catalog; trending knowledge base solutions; and adding a request with fields relevant to their work. As another example, an overall change calendar might be targeted for each change manager to include a list of requests specifically waiting for their approval. End users should also be able to modify their view into the service desk to personalize the experience by updating the layout, adding shortcut buttons, and hiding or including items that they use most often. CAN YOU AUTOMATE IT PROCESSES START TO FINISH? It s important to automate processes wherever possible to streamline workload, more tightly adhere to process, and expedite resolution. The right service desk solution enables you to automate not only service desk processes, but also broader IT processes that extend beyond the service desk. Here s an example: A user requests an application from a service catalog. In response, the service desk solution automatically checks with the software asset management solution to see if a license is available for that application. If one is available, the service desk solution automatically generates a change request to the change management solution. The change management solution automatically gathers the necessary approvals and triggers the solution to deploy the application to the requesting user s device. It also tracks all pertinent activities from request to approval to change to deployment, ensuring the creation of a full audit trail. This high degree of automation frees up valuable service desk personnel time, permitting the service desk staff to pursue more strategic work that contributes business value. It reduces risk by eliminating error-prone manual processes. Automation also helps you manage software license entitlements, adhere to corporate policies and external regulations, and generate an audit trail that can be used to demonstrate compliance. End-to-end process automation requires a service desk solution that empowers users through self-service. It also requires a solution that is a key component of a larger IT service management (ITSM) suite, which includes such components as change and configuration management, asset management, and software license management. All of these components must integrate out of the box. CAN YOU AUTOMATE THE BUSINESS PROCESSES OF OTHER DEPARTMENTS? There is marked similarity between IT processes and the business processes of other departments. For example, the user self-service process just described consists of accepting a request, gathering the required approvals, fulfilling the request, and creating an audit trail. This request and fulfillment process is common to other departments, such as when the facilities department receives a request from the human resources (HR) department to provide office space, furniture, telephone, and IT equipment to a newly hired employee. 2
4 Consequently, if your service desk solution provides a robust process automation capability, you can leverage that capability to automate business processes in other departments, such as HR and facilities. That not only increases return on investment for the service desk solution but also increases the value of IT to the business. Business process automation requires a solution that allows non-technical business users to easily define, manage, change, and update automated business processes. Programming, scripting, or pseudo coding are not required. The solution should permit multi-tenancy; that is, the ability to give each department its own private, secure workspace to ensure that sensitive data is protected and it should not require database partitioning. IS YOUR CURRENT SOLUTION UP TO THE TASK? Some organizations have developed their own home-grown service desk system. These systems are typically born out of a need to address specific issues but are then adapted over time to meet the changing needs of the business. The problem is that these systems are not typically scalable or sustainable in the longer term. Consequently, many of these home-grown systems have been stretched to the limit. It would be extremely difficult to further extend the capabilities of these systems to meet the requirements of the modern service desk. Capturing additional needed data, for example, may require extensions to the database, and that would impact several other parts of the system, such as input forms and reports. Another problem is that the developers of these systems may no longer be available to modify them. Other organizations have implemented commercial service desk solutions. These organizations have usually had to customize the solutions to meet their specific needs. In many cases, this customization has required expensive professional services engagements. Many of these products are older versions and cannot be easily updated because of the heavy customization. Adding the capabilities required by the modern service desk would be difficult and might require additional professional services engagements. If your current solution is no longer scalable and sustainable, it may be time to replace it. If so, be sure to replace it with a solution that meets the requirements of the modern service desk and one that can be implemented quickly for fast time to value. That requires a solution that delivers best-practice processes right out of the box. Moreover, it should be easy to tailor these processes to meet your specific requirements through simple configuration, using straightforward drag-and-drop operations. And any tailoring you do should be preserved when updating the solution to the latest version. TRANSFORMATION THROUGH MODERNIZATION Modernizing your service desk enables you to dramatically change the way IT interacts with business users as you move toward a more customer-centric business orientation. That increase in productivity and ease of use helps add value to the business today and as you grow. BMC Footprints meets the needs of the modern service desk. For more information, visit About the author Michele McFadden is the senior director of product management for IT service management solutions from BMC Software, including BMC FootPrints, BMC Remedy ITSM Suite, and Remedy OnDemand. She and her team work with customers, sales, marketing, development, and prospects to gather and prioritize requirements and define product vision to provide the best customer experience for service management. 3
5 BMC Software. It s amazing what IT was meant to be. BMC Software helps leading companies around the world put technology at the forefront of business transformation, improving the delivery and consumption of digital services. From mainframe to cloud to mobile, BMC delivers innovative IT management solutions that have enabled more than 15,000 customers to leverage complex technology into extraordinary business performance increasing their agility and exceeding anything they previously thought possible. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. UNIX is the registered trademark of The Open Group in the US and other countries. Tivoli and IBM are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners BMC Software, Inc. All rights reserved. Origin date: 2/14 *452382*
SOLUTION WHITE PAPER. BMC FootPrints: Leveraging Your IT Service Management Solution for Business Process Automation
SOLUTION WHITE PAPER BMC FootPrints: Leveraging Your IT Service Management Solution for Business Process Automation TABLE OF CONTENTS EXECUTIVE SUMMARY................................................ 1
BMC Remedy IT Service Management Suite
BMC Remedy IT Service Management Suite BMC Remedy ITSM enables streamlined service delivery with an amazing user experience on both sides of the service desk. Business Challenge Today s enterprises are
How to Build a Service Management Hub for Digital Service Innovation
solution white paper How to Build a Service Management Hub for Digital Service Innovation Empower IT and business agility by taking ITSM to the cloud Table of Contents 1 EXECUTIVE SUMMARY The Mission:
Leveraging Your IT Service Management Solution for Business Process Automation
WHITE PAPER Leveraging Your IT Service Management Solution for Business Process Automation Table of Contents Executive Summary Increasing Need for Business Process Automation Leveraging ITSM Solutions
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
BMC Control-M Workload Automation
solution overview BMC Control-M Workload Automation Accelerating Delivery of Digital Services with Workload Management Table of Contents 1 SUMMARY 2 FASTER AND CHEAPER DYNAMIC WORKLOAD MANAGEMENT Minimize
Hybrid IT A Low-Risk Path from On-Premise to ITaaS
SOLUTION WHITE PAPER Hybrid IT A Low-Risk Path from On-Premise to ITaaS Increase your options by finding the right mix of on-demand and on-premise IT management tools Bruce Campbell, Principal Solutions
BMC Remedy with Smart IT
solution white paper BMC Remedy with Smart IT Revolutionizing IT Service Support with Game-changing Innovation Table of Contents 1 EXECUTIVE SUMMARY 1 TRADITIONAL SERVICE DESK TOOLS HAVE SHORTCOMINGS 1
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.................................
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
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
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
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
IBM Tivoli Service Request Manager
Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate
Why you need an Automated Asset Management Solution
solution white paper Why you need an Automated Asset Management Solution By Nicolas Renard, Support and Professional Services Manager, BMC France Table of Contents 1 OVERVIEW Automated Asset Discovery
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
Creating an Enterprise App Store Addressing the Consumerization of IT without Jeopardizing Control
WHITE PAPER Creating an Enterprise App Store Addressing the Consumerization of IT without Jeopardizing Control Creating an Enterprise App Store Addressing the Consumerization of IT without Jeopardizing
The Convergence of IT Operations
SOLUTION WHITE PAPER The Convergence of IT Operations A Case for IT Service and Asset Process Integration and Automation TABLE OF CONTENTS TODAY S REALITY: THE FUTURE IS NOW. 1 AUTOMATION & INTEGRATION:
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...................................................
new technology spotlight Dell Services Transforming the healthcare help desk with eresponder, a cloud-based ticketing system built on BMC Remedyforce
new technology spotlight Dell Services Transforming the healthcare help desk with eresponder, a cloud-based ticketing system built on BMC Remedyforce DELL SERVICES Dell Services credentials in healthcare
Seven Steps to Getting a Handle on Software Licensing
solution white paper Seven Steps to Getting a Handle on Software Licensing Software Audits are Increasing: Are You Ready? Table of Contents 1 OVERVIEW 2 COMMON CHALLENGES IN MANAGING SOFTWARE LICENSES
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
Address IT costs and streamline operations with IBM service request and asset management solutions.
Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become
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...................................
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
LANDesk Service Desk. Outstanding IT Service Management Made Easy
LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT
The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
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
ITIL for All How to adopt ITIL at a pace that works for your business SOLUTION WHITE PAPER
ITIL for All How to adopt ITIL at a pace that works for your business SOLUTION WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY................................................ 1 COST-EFFECTIVELY AND SECURELY
The New IT Deliver Better Service and Support, More Efficiently Streamline service delivery with automation, integration, and consumer-style tools
SOLUTION WHITE PAPER The New IT Deliver Better Service and Support, More Efficiently Streamline service delivery with automation, integration, and consumer-style tools People and businesses can do amazing
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
HEAT Service Management Platform. White Paper
HEAT Service Management Platform White Paper Table of Contents HEAT Service Management Platform... 3 Introduction... 3 HEAT Solution Difference... 3 HEAT Service Management Benefits... 4 Platform Design
The CMDB: The Brain Behind IT Business Value
Thought Leadership white paper The CMDB: The Brain Behind IT Business Value By Gerry Roy, Director of Solutions Management for BMC Atrium and BMC Service Support, BMC Software TABLE OF CONTENTS Executive
How Is Your Role Impacted by the Cloud Now, and in the Future?
SOLUTION WHITE PAPER How Is Your Role Impacted by the Cloud Now, and in the Future? Ian Moyse, Sales Director Workbooks.com, Eurocloud UK Board Member and Cloud Industry Forum Governance Board Member Cloud
Solution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT
Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.
solution white paper Patch Management The set-it-and-forget-it strategy
solution white paper Patch Management The set-it-and-forget-it strategy Table of Contents 1 INTRODUCTION Service Packs 2 PATCH GROUPS 3 SET-IT-AND-FORGET-IT PATCHING 4 CREATING A SCHEDULE Benefits of Automation
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
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.
IBM Tivoli Asset Management for IT
Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs of IT assets with a single product installation that tracks and manages hardware, software and related
Virginia Farm Bureau Reduces Compliance Costs by 50 Percent with CA Cloud Service Management
CUSTOMER SUCCESS STORY October 2012 Virginia Farm Bureau Reduces Compliance Costs by 50 Percent with CA Cloud Service Management CLIENT PROFILE Industry: Agriculture Company: Virginia Farm Bureau BUSINESS
Elevate the Consumer Experience: Creating a Win-win for Both IT and its Consumers
Elevate the Consumer Experience: Creating a Win-win for Both IT and its Consumers Introduction in Action Why the Need to Improve the Consumer Experience for IT Services? The consumerization of IT has heightened
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
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
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
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
Cloud Lifecycle Management
Cloud Lifecycle Managing Cloud Services from Request to Retirement SOLUTION WHITE PAPER Table of Contents EXECUTIVE SUMMARY............................................... 1 CLOUD LIFECYCLE MANAGEMENT........................................
Service Desk Edition
Service Desk Edition isupport - Overview isupport helps you to perform functions such as creating and managing incidents, entering and searching for knowledge entries and FAQs, tracking assets, customers,
Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI
BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1
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..................................
BRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper
BRIDGE the gaps between IT, cloud service providers, and the business. IT service management for the cloud Business white paper Executive summary Today, with more and more cloud services materializing,
02 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
Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements
Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements Ability to support a 24x7 service desk operation Ability to provide workflow capabilities for efficient incident,
How To Create A Help Desk For A System Center System Manager
System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and
How Can I Better Manage My Software Assets And Mitigate The Risk Of Compliance Audits?
SOLUTION BRIEF CA SERVICE MANAGEMENT - SOFTWARE ASSET MANAGEMENT How Can I Better Manage My Software Assets And Mitigate The Risk Of Compliance Audits? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR
Hybrid Cloud Delivery Managing Cloud Services from Request to Retirement SOLUTION WHITE PAPER
Hybrid Cloud Delivery Managing Cloud Services from Request to Retirement SOLUTION WHITE PAPER Contents Executive Summary................................................ 1 Hybrid Cloud Delivery..............................................
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
SOLUTION WHITE PAPER. Building a flexible, intelligent cloud
SOLUTION WHITE PAPER Building a flexible, intelligent cloud Table of Contents Executive summary 1 Building a hybrid cloud 2 Provision complete cloud services 3 Service catalog 3 The user portal 4 Multi-tier
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
IT Service Management. The Role of Service Request Management
RL Consulting IT Service Management The Role of Service Request Management Prepared by: Rick Leopoldi June 1, 2007 Copyright 2001-2007. All rights reserved. Duplication of this document or extraction of
Integrate Big Data into Business Processes and Enterprise Systems. solution white paper
Integrate Big Data into Business Processes and Enterprise Systems solution white paper THOUGHT LEADERSHIP FROM BMC TO HELP YOU: Understand what Big Data means Effectively implement your company s Big Data
Help Desk Demands in the Mid-Market: Pragmatic Requirements and Solutions
Help Desk Demands in the Mid-Market: Pragmatic Requirements and Solutions An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for ScriptLogic June 2010 IT & DATA MANAGEMENT RESEARCH, Table
Oracle Service Cloud and Oracle Field Service Cloud Accelerator
Oracle Service Cloud and Oracle Field Service Cloud Accelerator If your contact center and field service operations are still functioning as independent entities, you have new opportunities to elevate
Enhancing productivity, enabling. Success. Sage CRM
Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
Digital Marketplace - G-Cloud
Digital Marketplace - G-Cloud CRM Services Core offer 9 services in this area: 1. Dynamics CRM Upgrade Services Utilising this service, Core will undertake an evaluation of your current CRM platform. We
Extend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database.
IBM Service Management solutions and the service desk White paper Extend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database. December
Enhancing Productivity. Enabling Success. Sage CRM
Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
Process Efficiencies with Kinetic Request
Process Efficiencies with Kinetic Request An executive view of the benefits and financial impact of enterprise request management Overview Kinetic Request, coupled with Kinetic Task, is an enterprise request
How 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
agility made possible
SOLUTION BRIEF CA IT Asset Manager how can I manage my asset lifecycle, maximize the value of my IT investments, and get a portfolio view of all my assets? agility made possible helps reduce costs, automate
can you simplify your infrastructure?
SOLUTION BRIEF CA Virtual Desktop Automation for Vblock Platforms can you simplify your infrastructure? agility made possible You Can. With services that increase the speed of virtual provisioning on Vblock
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
Network Capacity Management with BMC Capacity Optimization
Network Capacity Management with BMC Capacity Optimization BMC Capacity Optimization supports an automated and proactive approach to network capacity management with capacity analytics, best-practice network
HP 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
Symantec ServiceDesk 7.1
Information Technology Infrastructure Library support and process automation puts the service back in service desk Data Sheet: Endpoint Management Overview IT departments are coming under pressure to do
Workspace Management ServiceDesk, Self-Service + Service Catalog User Services
Workspace Management ServiceDesk, Self-Service + Service Catalog User Services 01 WHY 01 EMPOWERING IT TO EMPOWER THE USER 02 WHAT 02 USER SERVICES PAIN POINTS 02 WHAT SOLVING THE PAINS IN USER SERVICES
CA Clarity Integration
CA Clarity Integration Delivering Complete Cost, Resource and Change Visibility for IT Management CA has led the industry in providing integrated solutions. Enterprise IT Management (EITM) is CA s vision
Integrating Big Data into Business Processes and Enterprise Systems
Integrating Big Data into Business Processes and Enterprise Systems THOUGHT LEADERSHIP FROM BMC TO HELP YOU: Understand what Big Data means Effectively implement your company s Big Data strategy Get business
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
Service Catalog: Dramatically Improving the IT/Business Relationship
Service Catalog: Dramatically Improving the IT/Business Relationship An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for Numara Software February 2009 IT MANAGEMENT RESEARCH, Table of Contents
Cloud Services Catalog with Epsilon
Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these
Solution White Paper Monetizing the Service Provider Cloud
Solution White Paper Monetizing the Service Provider Cloud Deliver the value-added cloud services that customers need while maximizing revenue Table of Contents 1 EXECUTIVE SUMMARY 2 EVOLUTION OF THE CLOUD
SOLUTION WHITE PAPER. 6 Advantages of a Cloud-Based IT Service Desk By Jeff Moloughney, Principal Solution Marketing Manager, BMC Software
SOLUTION WHITE PAPER 6 Advantages of a Cloud-Based IT Service Desk By Jeff Moloughney, Principal Solution Marketing Manager, BMC Software INTRODUCTION More than ever, information technology has become
Kofax White Paper. Overcoming Challenges in AP Automation. Executive Summary. Benefits of Accounts Payable Automation
Kofax White Paper Executive Summary Accounts payable automation presents unique challenges. It is characterized by large volumes of data, arriving in different formats and media that must be securely received,
Turn Your Business Vision into Reality with Microsoft Dynamics GP
Turn Your Business Vision into Reality with Microsoft Dynamics GP You have worked hard to build a vision for your business. With a business solution from Microsoft, you can turn that vision into reality.
Turn Your Business Vision into Reality with Microsoft Dynamics GP
Turn Your Business Vision into Reality with Microsoft Dynamics GP You have worked hard to build a vision for your business. With a business solution from Microsoft, you can turn that vision into reality.
Enhancing productivity. Enabling success. Sage CRM
Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard
White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard Abstract: This white paper outlines the ITIL industry best practices methodology and discusses the methods in
Business-Driven, Compliant Identity Management
Solution in Detail NetWeaver NetWeaver Identity Business-Driven, Compliant Identity Using NetWeaver Identity Managing users in heterogeneous IT landscapes presents many challenges for organizations. System
BMC Cloud Management Functional Architecture Guide TECHNICAL WHITE PAPER
BMC Cloud Management Functional Architecture Guide TECHNICAL WHITE PAPER Table of Contents Executive Summary............................................... 1 New Functionality...............................................
Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.
Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology
Turn Your Business Vision into Reality with Microsoft Dynamics GP
Turn Your Business Vision into Reality with Microsoft Dynamics GP You have worked hard to build a vision for your business. With a business solution from Microsoft, you can turn that vision into reality.
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
Securing the Service Desk in the Cloud
TECHNICAL WHITE PAPER Securing the Service Desk in the Cloud BMC s Security Strategy for ITSM in the SaaS Environment Introduction Faced with a growing number of regulatory, corporate, and industry requirements,
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...........................................
Leveraging Mobility to Drive Productivity and Provide a Superior IT Service Management Experience
Leveraging Mobility to Drive Productivity and Provide a Superior IT Service Management Experience Emerging Trends Create New Business and Consumer Expectations It s no secret that the enterprise IT landscape
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
Kofax White Paper. Overcoming Challenges in Accounts Payable Automation. Executive Summary. Benefits of Accounts Payable Automation
Kofax White Paper Overcoming Challenges in Accounts Payable Automation Executive Summary Accounts payable automation presents unique challenges. It is characterized by large volumes of data, arriving in
Select the right configuration management database to establish a platform for effective service management.
Service management solutions Buyer s guide: purchasing criteria Select the right configuration management database to establish a platform for effective service management. All business activities rely
BMC Track-It! Key Benefits
PRODUCT SOLUTION DATASHEET BMC Track-It! BMC Track-It! is the leader in the small to mid-sized business help desk market and gives you the ability to immediately take control of your Help Desk and IT Management
Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management
Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive