IT Management On Demand

Size: px
Start display at page:

Download "IT Management On Demand"

Transcription

1 IT Management On Demand FUJITSU Cloud IT Management as a Service: Delivering Simple, Powerful and Unified IT Management Capabilities shaping tomorrow with you

2 The Challenges of Managing a Dynamic IT Environment Today, just about every business service, process or function is powered by IT, and user expectations for high performance and availability are rising. Consequently, any shortfall in service can send waves of dissatisfaction across the end-user community. With an enterprise s productivity, revenue and reputation at stake, it comes as no surprise that IT managers feel constant pressure to monitor, support and optimize their environments. But with organizations leveraging a diverse mix of cloud-based services, dynamic virtualized tools and legacy on-premise applications, this task has become increasingly more difficult. Further complicating matters is the speed at which new applications, technologies and processes are being adopted. We live in a digital world where apps of all kinds and the overall customer experience have become essential to success. This new reality has created a climate where businesses race to release the next big thing in order to create differentiation. What does this mean for IT managers? It means you must harness a dynamic, dispersed and complex IT environment where the expectations for performance and innovation have never been higher. Success is Tech-fueled Almost three-quarters of IT decision-makers identified improving quality of products or services as a high or critical priority. 1 Improve the quality of our products/services 46% 28% High priority Critical priority When asked what their firm was doing to address this, 42 percent say they plan to launch new products and services faster and more often. 2 Launch new products faster and more often 42% 1 Forrester. Forrsights Budgets and Priorities Survey. Q Ibid.

3 Why Traditional Approaches to Infrastructure Monitoring Won t Do Many organizations rely on an assortment of point monitoring tools to assess service levels across their sprawling IT environments. And because application architectures are becoming more distributed and multi-tiered, IT administrators must reference a variety of platforms to get a single view of a business service. As a result, when a performance failure occurs, IT teams rarely have a quick way to identify, triage and remediate the cause. Furthermore, many legacy or point solutions require a high degree of customization and are difficult to adapt to emerging IT delivery models, like cloud. In the end, this fragmented and inflexible approach to infrastructure monitoring fails to provide the capability and insight needed to proactively optimize performance. Monitoring is Fragmented 64 percent of organizations use a fragmented approach to technology monitoring 3 A mix of solutions centered around the main technology components e.g., storage, network, applications etc. 47% An adhoc mix of tools that have been accumulated over time 17% 3 Forrester Consulting. Application Performance Management Is Critical To Business Success. February 2014.

4 The Shortcomings of the Outdated Service Desk Too often, it is up to the service desk to address the needs of a growing community of end users who are increasingly reliant on IT infrastructure. However, many support teams are constrained by traditional service desk platforms that commonly fall into one of two categories: Broad legacy software suites: To address specific business needs, these platforms require laborious customization and extensive ongoing maintenance that can equate to longer and costlier deployment cycles for new or enhanced services. Limited point solutions: Several point platforms only offer ticketing or incident management, but fail to deliver problem management, change management, service catalog and other critical capabilities that are essential to supporting services in today s complex IT environments.

5 The Pitfalls of Ineffective IT Management What is the result of ineffective IT management? Organizations are susceptible to: Pitfall 1: Firefighting and finger pointing Pitfall 2: Falling behind Pitfall 3: A non-customer-centric focus To see how each one of these consequences can wreak havoc on a business, consider these cases

6 Pitfall 1: Firefighting and Finger Pointing The service desk analysts of an online retailer are busy managing a high-volume of low-complexity requests, such as password resets. As analysts work through the queue of tickets, a critical issue emerges. They are receiving numerous complaints from internal users that ordering systems are taking forever to load. Unable to identify the root cause or obtain a resolution, analysts manually escalate the tickets and the director of IT researches the cause. He tries to get a unified picture of the critical e-commerce application components, but this is a challenge, given that the view is spread across numerous monitoring screens that map to multiple point solutions. As the hunt continues, the problem ripples throughout enterprise applications and ultimately shuts down the retailer s website. The IT director calls in database, storage and application administrators who all check their own views of the disparate systems they monitor, but everything looks fine. Without an obvious cause, they start accusing each other of letting system errors fall through the cracks. The finger pointing escalates as the downtime endures. Finally, the IT director checks to see if a process is running on one of the ordering applications and discovers that it is, in fact, down. Problem solved, but not without a price. The issue results in unhappy customers, lost revenue and a major hit to the IT department s productivity. The Price of Ineffective IT Management Awareness of a critical issue was delayed as analysts spent too much time on high-volume, low-complexity tickets Manual escalations postponed investigation and resolution processes A dispersed and fragmented view of the IT infrastructure slowed troubleshooting and remediation

7 Pitfall 2: Falling Behind The director of IT is being pressured by line-of-business managers to release a new cloud-based CRM system the sales team desperately needs to enhance access and boost performance. But, there is a problem. The IT management platform is not ready, and the release will have to be postponed until the right monitoring and service desk tools are acquired to support the solution. As IT works to add and customize point solutions, additional business demands for internal- and customer-facing applications accumulate. IT teams now face a backlog of new management challenges and despite the urgency of these needs, employees and customers will have to wait for the services they are clamoring for. The Price of Ineffective IT Management Due to the constraints of its IT management platform, the organization could not agilely adapt to changing business demands The acquisition and customization of additional point solutions resulted in: A slow service deployment cycle Increased operational and infrastructure complexity Rising costs

8 Pitfall 3: A Non-customer-centric Focus A highly anticipated and business-critical application is released to an eager market. This single application is reliant on a number of interdependent systems and environments, including a public cloud, a virtualized tool and a server. Each environment is managed by separate IT teams using unique point solutions. With only ticket and incident management tools at their disposal, service desk analysts struggle to troubleshoot and resolve end-user problems in a timely and efficient manner. And though metrics related to performance and availability are being captured in silos, a holistic view of the overall customer experience is missing. As a result, IT teams lack the insight needed to take proactive actions to optimize performance. Meanwhile, so much time is spent putting out fires and managing disparate tools and disjointed views of the IT infrastructure, little to no time is left for customer-centric innovation. The Price of Ineffective IT Management Limited IT management tools equated to poor service desk performance and low first-incident resolution rates Non-integrated IT management silos made it difficult and time consuming to determine optimization strategies Complex and dispersed IT management kept staff focused on maintenance instead of innovation

9 A Case for Unified IT Management The pitfalls of ineffective IT management can be a detriment to the health of an organization. The disjointed legacy and point solutions of the past do not address the growing needs of the dynamic enterprise. In order to obtain a clear understanding of performance, an organization must gain a unified view of all the critical services that a business relies on whether they run in public clouds, private clouds, remotely-hosted environments, enterprise datacenters or a combination. With the right unified IT management solution, it is possible to: Boost service levels Reduce complexity and costs Focus on the future

10 A Case for Unified IT Management The pitfalls of ineffective IT management can be a detriment to the health of an organization. The disjointed legacy and point solutions of the past do not address the growing needs of the dynamic enterprise. In order to obtain a clear understanding of performance, an organization must gain a unified view of all the critical services that a business relies on whether they run in public clouds, private clouds, remotely-hosted environments, enterprise datacenters or a combination. With the right unified IT management solution, it is possible to: Boost service levels Deliver more effective, responsive and reliable services to customers and end users across both cloud and non-cloud IT environments. With a single and comprehensive view of your entire IT infrastructure, you ll be able to identify performance trends and execute efficient root-cause analysis. As a result, you can correct problems before they significantly degrade the end-user experience and impact business performance. Reduce complexity and costs Focus on the future

11 A Case for Unified IT Management The pitfalls of ineffective IT management can be a detriment to the health of an organization. The disjointed legacy and point solutions of the past do not address the growing needs of the dynamic enterprise. In order to obtain a clear understanding of performance, an organization must gain a unified view of all the critical services that a business relies on whether they run in public clouds, private clouds, remotely-hosted environments, enterprise datacenters or a combination. With the right unified IT management solution, it is possible to: Boost service levels Reduce complexity and costs Diminish the administrative burden and costs of running, supporting and managing multiple point solutions that are difficult to use, complex to customize and limited in both scope and scale. Instead, realize the simplicity and power of unified IT management platform that easily scales to support the changing needs of your business and ever-evolving IT infrastructure, including cloud and virtualized environments. With a single management console, your IT teams will share a consistent administrative experience that will lead to increased staff productivity and improved communications across domains and cross-functional teams. Focus on the future

12 A Case for Unified IT Management The pitfalls of ineffective IT management can be a detriment to the health of an organization. The disjointed legacy and point solutions of the past do not address the growing needs of the dynamic enterprise. In order to obtain a clear understanding of performance, an organization must gain a unified view of all the critical services that a business relies on whether they run in public clouds, private clouds, remotely-hosted environments, enterprise datacenters or a combination. With the right unified IT management solution, it is possible to: Boost service levels Reduce complexity and costs Focus on the future Access the tools you need to better measure, track and improve business performance. With unified customer- and business-centric monitoring, you ll be able to aggregate performance data from disparate IT sources into custom dashboards, giving you a complete picture of the user experience. This will become increasingly important as more and more cloud services are adopted which sit outside the traditional boundaries of IT management. Your IT teams can assume a truly proactive role and make calculated adjustments to improve customer satisfaction and service performance. And using the automation, knowledgebase and workflows built into the system, you can enhance the productivity and effectiveness of your staff. More importantly, you ll have time to focus on the future, setting your sights on innovative and customer-centric services that can position your business apart from the competition.

13 Introducing FUJITSU Cloud IT Management as a Service FUJITSU s Cloud IT Management as a Service is a suite of SaaS-based applications providing the infrastructure, application monitoring and services desk capabilities needed to support an efficient and cost-effective IT management operation. By leveraging FUJITSU Cloud IaaS Trusted Public S5 and Global Delivery Centers, FUJITSU Cloud IT Management as a Service enables you to rapidly deploy flexible, high-performing IT management solutions as and when needed. The suite currently comprises two modules, powered by CA Nimsoft, a CA Technologies advanced service management platform: Monitoring as a Service: FUJITSU Monitoring as a Service offers a single, unified interface for tracking all the vital, dynamic resources your business relies on. It gives you the comprehensive monitoring insights needed to ensure your services perform optimally at all times. Monitoring as a Service is a complete solution, enabling you to choose the capabilities and coverage your business needs from a comprehensive plug and play architecture. Service Desk as a Service: FUJITSU Service Desk as a Service is a comprehensive IT service management solution with built-in information technology infrastructure library (ITIL)-based best practices and action-based workflows for managing, coordinating and optimizing all aspects of service delivery.

14 Why FUJITSU With a 30-plus year track record in managed service delivery, FUJITSU has extensive experience in both deploying and delivering monitoring and service desk solutions on a global scale. Because we understand how to optimize IT management, we can help your organization realize a maximum return on investment. A Trusted Leader in IT Management Services FUJITSU Cloud IT Management as a Service combines the power of CA Nimsoft with FUJITSU s enterprise-grade cloud delivery model. By using our services, you can gain the functionality you need without the infrastructure and maintenance overhead associated with traditional on-premise solutions. Our FUJITSU Cloud IT Management as a Service platforms are strategically and globally located within our gold-standard, tier III datacenters giving organizations reliable, on-demand access to a comprehensive set of unified monitoring and service desk tools. What s more, Nimsoft fully supports FUJITSU hardware, including FUJITSU PRIMERGY servers and ETERNUS storage. And, thanks to Nimsoft Monitoring Probes, you can promote energy efficiency within your enterprise with the capability to observe energy consumption across your IT environment. Making Cloud Adoption Safer and Simpler FUJITSU Cloud IT Management as a Service forms part of the functionality of FUJITSU Cloud Integration Platform (FCIP). This comprehensive solution helps clients integrate, monitor and manage cloud services alongside existing on-premise systems. Through FCIP, it is possible to take a business-led approach to innovation. It provides a complete set of integration tools so you can adopt the cloud services your business units need whether from FUJITSU or other cloud providers while simultaneously addressing issues of data management, governance and service quality. Managing Hybrid IT Most organizations run a mix of public and private cloud services along with existing non-cloud systems. The FCIP puts you in control of such hybrid IT environments. With FCIP, you can integrate new services with existing infrastructure so you re monitoring and managing all business-critical IT as a whole. FUJITSU Cloud Integration Platform Management Portal Resource Provisioning & Reporting Process & Data Integration Data Management System & Process Monitoring Service Management Identity & Access Management Future Service On Premise FUJITSU Cloud Other Clouds

15 Additional Information and Resources To learn more about FUJITSU Cloud IT Management as a Service, please contact your FUJITSU sales representative, FUJITSU business partner, or visit our website: application/saas/it-management/ In addition to FUJITSU Cloud IT Management as a Service, we provide a range of platform solutions that can help your business innovate, cut costs and become more agile. FUJITSU 2014 FUJITSU LIMITED Fujitsu, the Fujitsu logo, are trademarks or registered trademarks of Fujitsu Limited in Japan and other countries. Nimsoft is a trademark or a registered trademark of CA Technologies in the United States and other countries. Other company, product and service names may be trademarks or registered trademarks of their respective owners. Technical data subject to modification and delivery subject to availability. Any liability that the data and illustrations are complete, actual or correct is excluded. Designations may be trademarks and/or copyrights of the respective manufacturer, the use of which by third parties for their own purposes may infringe the rights of such owner.

Overcoming the Three Pitfalls of Ineffective IT Monitoring Solutions

Overcoming the Three Pitfalls of Ineffective IT Monitoring Solutions Overcoming the Three Pitfalls of Ineffective IT Monitoring Solutions Key Challenges IT teams in many mid-market organizations and larger enterprises are struggling with limited budgets and resources. Consequently,

More information

Support the Era of the App with End-to-End Network and Application Performance Visibility

Support the Era of the App with End-to-End Network and Application Performance Visibility Support the Era of the App with End-to-End Network and Application Performance Visibility Traditional Performance Management Is Not Enough The realities of the modern IT landscape are daunting. Your business-critical

More information

Agile Infrastructure Monitoring for the Application Economy

Agile Infrastructure Monitoring for the Application Economy Agile Infrastructure for the Application Application The Application Is Here Is Your IT Approach Ready? The application economy has taken hold with everything driven by connected applications that run

More information

Overcoming the Three Pitfalls of Ineffective IT Monitoring Solutions

Overcoming the Three Pitfalls of Ineffective IT Monitoring Solutions Overcoming the Three Pitfalls of Ineffective IT Monitoring Solutions Key Challenges IT teams in many mid-market organizations and larger enterprises are struggling with limited budgets and resources. Consequently,

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

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............................................................................................

More information

Datasheet FUJITSU Cloud Monitoring Service

Datasheet FUJITSU Cloud Monitoring Service Datasheet FUJITSU Cloud Monitoring Service FUJITSU Cloud Monitoring Service powered by CA Technologies offers a single, unified interface for tracking all the vital, dynamic resources your business relies

More information

Redefining Infrastructure Management for Today s Application Economy

Redefining Infrastructure Management for Today s Application Economy WHITE PAPER APRIL 2015 Redefining Infrastructure Management for Today s Application Economy Boost Operational Agility by Gaining a Holistic View of the Data Center, Cloud, Systems, Networks and Capacity

More information

The Advantages of Converged Infrastructure Management

The Advantages of Converged Infrastructure Management SOLUTION BRIEF Converged Infrastructure Management from CA Technologies how can I deliver innovative customer services across increasingly complex, converged infrastructure with less management effort

More information

Fujitsu Cloud Integration Platform Lead your business into the cloud

Fujitsu Cloud Integration Platform Lead your business into the cloud Fujitsu Cloud Integration Platform Lead your business into the cloud Introduce cloud services into your business safely and simply Fujitsu helps deliver value for your organization by making it easy to

More information

WHITE PAPER OCTOBER 2014. Unified Monitoring. A Business Perspective

WHITE PAPER OCTOBER 2014. Unified Monitoring. A Business Perspective WHITE PAPER OCTOBER 2014 Unified Monitoring A Business Perspective 2 WHITE PAPER: UNIFIED MONITORING ca.com Table of Contents Introduction 3 Section 1: Today s Emerging Computing Environments 4 Section

More information

agility made possible

agility made possible SOLUTION BRIEF Flexibility and Choices in Infrastructure Management can IT live up to business expectations with soaring infrastructure complexity and challenging resource constraints? agility made possible

More information

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 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

More information

Digital Business Requires Application Performance Management

Digital Business Requires Application Performance Management A Custom Technology Adoption Profile Commissioned By BMC Software January 2015 Digital Business Requires Application Performance Management Introduction Digital is transforming the rules of business success.

More information

Hybrid Cloud Places New Demands On The Network

Hybrid Cloud Places New Demands On The Network A Custom Technology Adoption Profile Commissioned By Juniper Networks April 2014 Hybrid Cloud Places New Demands On The Network Introduction Today s business pressures require IT resources to be a cost-effective

More information

Virginia Farm Bureau Reduces Compliance Costs by 50 Percent with CA Cloud Service Management

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

More information

ROI Business Use Case. Cross-Enterprise Application Performance Management. Helps Reduce Costs & MTTR, Simplify Management, Improve Service Quality

ROI Business Use Case. Cross-Enterprise Application Performance Management. Helps Reduce Costs & MTTR, Simplify Management, Improve Service Quality ROI Business Use Case Cross-Enterprise Application Performance Management Helps Reduce Costs & MTTR, Simplify Management, Improve Service Quality Today s applications are complex, running across your network

More information

effective performance monitoring in SAP environments

effective performance monitoring in SAP environments WHITE PAPER September 2012 effective performance monitoring in SAP environments Key challenges and how CA Nimsoft Monitor helps address them agility made possible table of contents executive summary 3

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

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

WHITE PAPER. Unified Monitoring Drives High- Performance Business Results

WHITE PAPER. Unified Monitoring Drives High- Performance Business Results WHITE PAPER Unified Monitoring Drives High- Performance Business Results Table of Contents EXEC SUMMARY... 1 INTRODUCTION... 1 THINK BEFORE YOU BUY... 2 The Pitfalls of Silos...2 Monitoring Tools: Less

More information

Business white paper. Top ten reasons to automate your IT processes

Business white paper. Top ten reasons to automate your IT processes Business white paper Top ten reasons to automate your IT processes Table of contents 4 Data center management trends and tools 4 Today s challenge 4 What is next? 5 Automating the remediation of incidents

More information

How To Manage A Network With Ccomtechnique

How To Manage A Network With Ccomtechnique SOLUTION BRIEF CA Technologies Application-driven Network Performance Management How do you gain the network-level visibility you need to optimize the performance of your mission-critical applications?

More information

Unified Infrastructure Monitoring and Management Increases Availability, MTTR, and IT Staff Productivity

Unified Infrastructure Monitoring and Management Increases Availability, MTTR, and IT Staff Productivity WHITE PAPER Unified Infrastructure Monitoring and Management Increases Availability, MTTR, and IT Staff Productivity Sponsored by: CA Technologies Mary Johnston Turner October 2013 IDC OPINION In today's

More information

Application Performance Management Is Critical To Business Success

Application Performance Management Is Critical To Business Success A Custom Technology February 2014 Adoption Profile Commissioned By IBM Application Performance Management Is Critical To Business Success 1 Introduction We have entered the age of the customer, an era

More information

5 Steps to Adopting Agile IT Infrastructure Monitoring Necessary for a Customer-Driven World

5 Steps to Adopting Agile IT Infrastructure Monitoring Necessary for a Customer-Driven World 5 Steps to Adopting Agile IT Infrastructure Monitoring Necessary for a Customer-Driven World Fueling the Application Experience If you ve seen recent car ads, you know they re as likely to promote applications

More information

How Can I Deliver Innovative Customer Services Across Increasingly Complex, Converged Infrastructure With Less Management Effort And Lower Cost?

How Can I Deliver Innovative Customer Services Across Increasingly Complex, Converged Infrastructure With Less Management Effort And Lower Cost? solution brief September 2012 How Can I Deliver Innovative Customer Services Across Increasingly Complex, Converged Infrastructure With Less Management Effort And Lower Cost? Converged Infrastructure Management

More information

Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency

Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency EXECUTIVE BRIEF Service Operations Management November 2011 Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency agility made possible David Hayward Sr.

More information

How To Create A Help Desk For A System Center System Manager

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

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

FireScope + ServiceNow: CMDB Integration Use Cases

FireScope + ServiceNow: CMDB Integration Use Cases FireScope + ServiceNow: CMDB Integration Use Cases While virtualization, cloud technologies and automation have slashed the time it takes to plan and implement new IT services, enterprises are still struggling

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

INFRASTRUCTURE MANAGEMENT IS NOT ENOUGH: THE NEW IT OPERATIONS IMPERATIVE

INFRASTRUCTURE MANAGEMENT IS NOT ENOUGH: THE NEW IT OPERATIONS IMPERATIVE INFRASTRUCTURE MANAGEMENT IS NOT ENOUGH: THE NEW IT OPERATIONS IMPERATIVE ABSTRACT Infrastructure management is not enough to ensure enterprise applications are meeting business goals. Why? Because users

More information

Cloudy with 100% Visibility: Monitoring Application Performance in Hybrid Clouds

Cloudy with 100% Visibility: Monitoring Application Performance in Hybrid Clouds Whitepaper Cloudy with 100% Visibility: Monitoring Application Performance in Hybrid Clouds INTRODUCTION The hybrid cloud model combining public cloud services with private (on-premises) resources is immensely

More information

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. 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

More information

WHITE PAPER SEPTEMBER 2014. Why Your Current Service Desk is Failing Your Business, and What To Do About It

WHITE PAPER SEPTEMBER 2014. Why Your Current Service Desk is Failing Your Business, and What To Do About It WHITE PAPER SEPTEMBER 2014 Why Your Current Service Desk is Failing Your Business, and What To Do About It 2 WHITE PAPER: CLOUD SERVICE MANAGEMENT Table of Contents Executive Summary 3 Introduction 3 Requirement

More information

Published April 2010. Executive Summary

Published April 2010. Executive Summary Effective Incident, Problem, and Change Management Integrating People, Process, and Technology in the Datacenter Published April 2010 Executive Summary Information technology (IT) organizations today must

More information

IT Operations Management. Intelligent. Integrated. Innovative.

IT 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 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

Evolved Capacity Management

Evolved Capacity Management WHITE PAPER OCTOBER 2014 Evolved Capacity Management Why it s so critical and the six key steps to success. Infrastructure and performance management. 2 WHITE PAPER: EVOLVED CAPACITY MANAGEMENT ca.com

More information

Work Smarter, Not Harder: Leveraging IT Analytics to Simplify Operations and Improve the Customer Experience

Work Smarter, Not Harder: Leveraging IT Analytics to Simplify Operations and Improve the Customer Experience Work Smarter, Not Harder: Leveraging IT Analytics to Simplify Operations and Improve the Customer Experience Data Drives IT Intelligence We live in a world driven by software and applications. And, the

More information

IBM Tivoli Service Request Manager

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

More information

Virtualization Essentials

Virtualization Essentials Virtualization Essentials Table of Contents Introduction What is Virtualization?.... 3 How Does Virtualization Work?... 4 Chapter 1 Delivering Real Business Benefits.... 5 Reduced Complexity....5 Dramatically

More information

Find the IT Service Management Solution that s Right for Your Business. A Buyer s Guide for Executives

Find the IT Service Management Solution that s Right for Your Business. A Buyer s Guide for Executives Find the IT Service Management Solution that s Right for Your Business A Buyer s Guide for Executives Executive Summary Today, IT is relied upon to support a broad spectrum of users and business services

More information

White Paper: Transforming Field Service: how can new technology combat your field service issues?

White Paper: Transforming Field Service: how can new technology combat your field service issues? White Paper: Transforming Field Service: how can new technology combat your field service issues? Although field service management technology has moved on leaps and bounds over the last 10 years the reality

More information

assure the quality and availability of business services to your customers

assure the quality and availability of business services to your customers SOLUTION BRIEF Service Assurance May 2010 assure the quality and availability of business services to your customers we can is a mature, integrated portfolio of management products for delivering exceptional

More information

Cloud Management. - assuring cloud services. Carl Lloyd. Business Lead, Service Assurance

Cloud Management. - assuring cloud services. Carl Lloyd. Business Lead, Service Assurance Cloud Management - assuring cloud services Carl Lloyd Business Lead, Service Assurance agenda what is driving cloud adoption cloud management from an enterprise perspective IT management as a service summary

More information

can you improve service quality and availability while optimizing operations on VCE Vblock Systems?

can 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 information

Agio Remote Monitoring and Management

Agio Remote Monitoring and Management Remote Monitoring and Management s Remote Monitoring & Management is a 24x7x365 service in which we proactively manage your infrastructure and IT environment to make sure it s in a healthy state and stays

More information

Modern IT Operations Management. Why a New Approach is Required, and How Boundary Delivers

Modern IT Operations Management. Why a New Approach is Required, and How Boundary Delivers Modern IT Operations Management Why a New Approach is Required, and How Boundary Delivers TABLE OF CONTENTS EXECUTIVE SUMMARY 3 INTRODUCTION: CHANGING NATURE OF IT 3 WHY TRADITIONAL APPROACHES ARE FAILING

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

Riverbed Performance Management

Riverbed Performance Management Riverbed Performance Management Messaging Framework Market trends and context Increasingly, business performance = application performance. Users rely on applications to reach customers, build products,

More information

how can I deliver better services to my customers and grow revenue?

how can I deliver better services to my customers and grow revenue? SOLUTION BRIEF CA Wily Application Performance Management May 2010 how can I deliver better services to my customers and grow revenue? we can With the right solution, you can be certain that you are providing

More information

Pragmatic ITIL How Nimsoft Service Desk Makes it Easier than Ever to Leverage ITIL

Pragmatic ITIL How Nimsoft Service Desk Makes it Easier than Ever to Leverage ITIL Pragmatic ITIL How Nimsoft Service Desk Makes it Easier than Ever to Leverage ITIL Table of Contents Executive Summary... 3 Introduction: ITIL s Payoff Not Guaranteed... 3 Nimsoft Service Desk: Maximizing

More information

CA Application Performance Management Cloud Monitor

CA Application Performance Management Cloud Monitor PRODUCT SHEET: CA APM Cloud Monitor CA Application Performance Management Cloud Monitor agility made possible CA Application Performance Management Cloud Monitor (CA APM Cloud Monitor) provides end-to-end

More information

Optimizing Service Levels in Public Cloud Deployments

Optimizing Service Levels in Public Cloud Deployments WHITE PAPER OCTOBER 2014 Optimizing Service Levels in Public Cloud Deployments Keys to Effective Service Management 2 WHITE PAPER: OPTIMIZING SERVICE LEVELS IN PUBLIC CLOUD DEPLOYMENTS ca.com Table of

More information

Managing IT Using the Summit Platform

Managing IT Using the Summit Platform White Paper Managing IT Using the Summit Platform SUMMUS Software 1 Introduction Midsize and enterprise organizations worldwide are faced with increasingly tough challenges. Many are asking their IT organizations

More information

Datacenter Management and Virtualization. Microsoft Corporation

Datacenter Management and Virtualization. Microsoft Corporation Datacenter Management and Virtualization Microsoft Corporation June 2010 The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the

More information

Kaseya White Paper Proactive Service Level Monitoring: A Must Have for Advanced MSPs

Kaseya White Paper Proactive Service Level Monitoring: A Must Have for Advanced MSPs Kaseya White Paper Proactive Service Level Monitoring: A Must Have for Advanced MSPs Providers of IT services, such as systems integrators, are expanding rapidly into the managed services arena, and becoming

More information

agility made possible

agility made possible SOLUTION BRIEF CA Technologies and NetApp Integrated Service Automation Across the Data Center can you automate the provisioning and management of both virtual and physical resources across your data center

More information

Ebook Review - Hybrid Cloud: Driving a Business

Ebook Review - Hybrid Cloud: Driving a Business Hybrid Cloud: Driving a business Shifting away from manual management 4 ebook Stuck in first gear The time and budget IT managers devote to maintaining infrastructure continues to grow. Often, servicing

More information

Expert Reference Series of White Papers. Microsoft Service Manager Simplified

Expert Reference Series of White Papers. Microsoft Service Manager Simplified Expert Reference Series of White Papers Microsoft Service Manager Simplified info@globalknowledge.net www.globalknowledge.net Microsoft Service Manager Simplified Randy Muller, MCT, MCT Regional Lead,

More information

Becoming Proactive In Application Performance Management

Becoming Proactive In Application Performance Management Becoming Proactive In Application Performance Management The Business Impact Of Application Reliability Requires A Holistic Approach A commissioned study conducted by Forrester Consulting on behalf of

More information

Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service

Cisco 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

Ensuring High Service Levels for Public Cloud Deployments Keys to Effective Service Management

Ensuring High Service Levels for Public Cloud Deployments Keys to Effective Service Management Ensuring High Service Levels for Public Cloud Deployments Keys to Effective Service Management Table of Contents Executive Summary... 3 Introduction: Cloud Deployment Models... 3 Private Clouds...3 Public

More information

Zend and IBM: Bringing the power of PHP applications to the enterprise

Zend and IBM: Bringing the power of PHP applications to the enterprise Zend and IBM: Bringing the power of PHP applications to the enterprise A high-performance PHP platform that helps enterprises improve and accelerate web and mobile application development Highlights: Leverages

More information

EMC PERSPECTIVE. The Private Cloud for Healthcare Enables Coordinated Patient Care

EMC PERSPECTIVE. The Private Cloud for Healthcare Enables Coordinated Patient Care EMC PERSPECTIVE The Private Cloud for Healthcare Enables Coordinated Patient Care Table of Contents A paradigm shift for Healthcare IT...................................................... 3 Cloud computing

More information

How to Build a Service Management Hub for Digital Service Innovation

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:

More information

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis IDC MarketScape IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis Robert Young THIS IDC MARKETSCAPE EXCERPT FEATURES: CHERWELL SOFTWARE IDC MARKETSCAPE FIGURE FIGURE 1 IDC

More information

The Advantages of a Predatory Retail Enterprise

The Advantages of a Predatory Retail Enterprise There are few concerns more critical to the success of an enterprise than the performance of its applications. Business applications are the engines that keep the business moving, representing both the

More information

IT Evolution: Today and Tomorrow

IT Evolution: Today and Tomorrow IT Evolution: Today and Tomorrow Insights from the VMware 2013 Journey to IT as a Service Survey AUGUST 2013 As virtualization has evolved and matured, some companies are benefiting more than others.

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

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

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit 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 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

Strategic Briefing Data Center Management & Automation

Strategic Briefing Data Center Management & Automation Strategic Briefing Data Center & Automation Contents Why is Data Center & Automation (DCMA) so important? 2 The Solution Pathway: Data Center and Automation 2 Identifying and Addressing the Challenges

More information

Managing Application Sprawl in the Cloud Era

Managing Application Sprawl in the Cloud Era Managing Application Sprawl in the Cloud Era Regaining visibility and control with next-generation application performance management January 2012 This paper addresses how diverse teams within the organization

More information

Measuring the Business Impact of IT Through Application Performance

Measuring the Business Impact of IT Through Application Performance White Paper Measuring the Business Impact of IT Through Application Performance What Are Your Performance Metrics Really Telling You? Today s CIOs and other IT leaders are often viewed as the stewards

More information

CLOSING THE I.T. DELIVERY GAP IN GOVERNMENT WITH SECURE, HYBRID CLOUD

CLOSING THE I.T. DELIVERY GAP IN GOVERNMENT WITH SECURE, HYBRID CLOUD WHITEPAPER CLOSING THE I.T. DELIVERY GAP IN GOVERNMENT WITH SECURE, HYBRID CLOUD Gordon Haff EXECUTIVE SUMMARY Even more significant, CIOs report that a quarter of IT spending will happen outside the IT

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

A Unified View of Network Monitoring. One Cohesive Network Monitoring View and How You Can Achieve It with NMSaaS

A Unified View of Network Monitoring. One Cohesive Network Monitoring View and How You Can Achieve It with NMSaaS A Unified View of Network Monitoring One Cohesive Network Monitoring View and How You Can Achieve It with NMSaaS Executive Summary In the past few years, the enterprise computing technology has changed

More information

Finding the right cloud solutions for your organization

Finding the right cloud solutions for your organization Finding the right cloud solutions for your organization Business white paper If you manage technology today, you know the story: everything is mobile, connected, interactive, immediate, and fluid. Expectations

More information

Improve Application Performance in the Hybrid Enterprise

Improve Application Performance in the Hybrid Enterprise Solution Brief Improve Application Performance in the Hybrid Enterprise The sun has set on the traditional enterprise network. Improvements to the public Internet, pervasive computing, big data, and the

More information

Data as a Service Virtualization with Enzo Unified

Data as a Service Virtualization with Enzo Unified Data as a Service Virtualization with Enzo Unified White Paper by Blue Syntax Abstract: This white paper explains how companies can benefit from a Data as a Service virtualization layer and build a data

More information

Solving IT systems management and service management challenges with help of IBM Tivoli Overview

Solving IT systems management and service management challenges with help of IBM Tivoli Overview Solving IT systems management and service management challenges with help of IBM Tivoli Overview Ēriks Miķelsons Tivoli Product Sales Manager Baltic Countries October 10, 2007 Vilnius Innovation is the

More information

solution brief September 2011 Can You Effectively Plan For The Migration And Management of Systems And Applications on Vblock Platforms?

solution brief September 2011 Can You Effectively Plan For The Migration And Management of Systems And Applications on Vblock Platforms? solution brief September 2011 Can You Effectively Plan For The Migration And Management of Systems And Applications on Vblock Platforms? CA Capacity Management and Reporting Suite for Vblock Platforms

More information

THE BEATING HEART OF ENTERPRISE I.T.: THE MAINFRAME IN A HYPER-DISTRIBUTED WORLD

THE BEATING HEART OF ENTERPRISE I.T.: THE MAINFRAME IN A HYPER-DISTRIBUTED WORLD WHITE PAPER: MAINFRAME SOLUTIONS THE BEATING HEART OF ENTERPRISE I.T.: THE MAINFRAME IN A HYPER-DISTRIBUTED WORLD A recent international CIO study reveals that new technology trends, such as mobility,

More information

Fujitsu Interstage Business Operations Platform

Fujitsu Interstage Business Operations Platform Fujitsu Interstage Business Operations Platform Fujitsu Interstage Business Operations Platform Better, Faster, Cheaper It s no longer just what you do that counts, it s how you do it and how quickly you

More information

Evolving the IT Service Experience to Meet New Business and User Demands

Evolving the IT Service Experience to Meet New Business and User Demands Evolving the IT Service Experience to Meet New Business and User Demands Evaluating IT Service Performance in the New Normal Executives have known for some time that the new normal of the business landscape,

More information

How To Monitor Hybrid It From A Hybrid Environment

How To Monitor Hybrid It From A Hybrid Environment IT Monitoring for the Hybrid Enterprise With a Look at ScienceLogic Perspective 2012 Neovise, LLC. All Rights Reserved. Report Published April, 2015 Hybrid IT Goes Mainstream Enterprises everywhere are

More information

Only Athena provides complete command over these common enterprise mobility needs.

Only Athena provides complete command over these common enterprise mobility needs. Mobile devices offer great potential for making your enterprise run faster, smarter, and more profitably. However, mobile devices can create considerable challenges for your IT organization, since they

More information

THE CORNERSTONE DIFFERENCE

THE CORNERSTONE DIFFERENCE THE CORNERSTONE DIFFERENCE INTRODUCTION In a market that has markedly shifted over the last few years towards large, generalist ERP suites and mixed delivery models, it has become quite clear that Cornerstone

More information

Symantec ServiceDesk 7.1

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

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

The Executive Guide to Agile BPM. A Readiness Assessment

The Executive Guide to Agile BPM. A Readiness Assessment The Executive Guide to Agile BPM A Readiness Assessment Why your Agile BPM solution must be anything but routine For years, business process management (BPM) solutions have focused primarily on long-running,

More information

1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management

1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management 1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management End-to-end service management encompasses a wide variety of tasks

More information

Optimize workloads to achieve success with cloud and big data

Optimize workloads to achieve success with cloud and big data IBM Software Thought Leadership White Paper December 2012 Optimize workloads to achieve success with cloud and big data Intelligent, integrated, cloud-enabled workload automation can improve agility and

More information

Cloud Services Catalog with Epsilon

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

More information

7 Best Practices for Business Process Management in Customer Service

7 Best Practices for Business Process Management in Customer Service 7 Best Practices for Business Process Management in Customer Service 7 Best Practices for Business Process Management in Customer Service Table of Contents Introduction 3 Defining Your Process 3 Empowering

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