Alex Hernandez | February 2008 | 0 Comments
Service Design architects innovative services to integrate and effectively support the business.
“When we build, let us think that we build for ever.” – John Ruskin
When we want to build forever as expressed by John Ruskin, we must provide a holistic approach to service design. Good service design will require the synergistic combination of the following […]
Peter Goldin | January 2008 | 0 Comments
Monitoring end-users is essential to BSM. Once the decision is made to purchase an end-user monitoring tool, however, the company is faced with a range of choices that include cutting-edge tools from start-up software companies that target the end-user experience to proven monitoring applications from industry giants that fit into an end-to-end solution. The following […]
Roundup Article | December 2007 | 1 Comment
Trying to Clear Up the Business Service Management Confusion
Ann All is confused. Service level management (SLM), IT service management (ITSM), business service management (BSM)…what does it all mean? Are they all the same solution with different names? In her search for answers, All finds out that she isn’t the only one who’s confused and that […]
Roundup Article | December 2007 | 0 Comments
10 Reasons ITIL Spooks IT Managers
ITIL expert Linh Ho recognizes that there is a lot of fear and confusion surrounding ITIL implementation. To help demystify and abate fears, Ho shares the top 10 fears ITIL supporters encounter in customer IT shops.
Ho explains why some fears have no real justification and how legitimate fears can be […]
Alex Hernandez | November 2007 | 0 Comments
The ultimate purpose of Service Strategy is to provide the customer with the intended outcome of what they expect from the service or product.
”People do not want quarter-inch drills. They want quarter-inch holes.”
– Professor Emeritus Theodore Levitt of Harvard Business School
Service Strategy is providing superior performance versus competing alternatives. Successful service strategies are primarily focused […]
Alex Hernandez | August 2007 | 0 Comments
If your company has already started to implement IT Service Management using the ITIL version 2.0 framework, will the new ITIL 3.0 require your organization to rework all your current IT Service Management efforts?
Bob Farzami | July 2007 | 0 Comments
Where the “Rubber Meets the Road” in ITIL Adoption
So you’re adopting ITIL. Your goals are clear. You have ITIL-certified talent on your team. Maybe you’ve even begun evangelizing and vision re-engineering to persuade those who resist change. When you come this far, one undeniable fact soon becomes clear: drawing ITIL concepts on a PowerPoint slide […]
Roundup Article | May 2007 | 0 Comments
Data Management: More
As the demand for real-time data increases, as more and more information flows into the enterprise, the challenge of understanding and managing it grows proportionately. And sometimes, more is just too much.
CIO Magazine, 11/06
Roundup Article | May 2007 | 0 Comments
Autonomic Computing: Vision Vs. Reality
Michael Biddick discusses the importance of understanding of your environment, business objectives, technical requirements, and existing processes and workflow, in employing automation to achieve significant savings. He claims that, while vendors are using the ITIL framework to develop automated processes to reduce human intervention in incident management, ITIL is only a […]
Roundup Article | May 2007 | 0 Comments
Netuitive Adds Business Perspective to Analytics Software
Netuitive introduces Service Analyzer Enterprise Edition. With the ability to analyze and correlate more than 22,900 unique data streams in less than one minute on a single CPU machine, their performance analysis software is capable of monitoring multiple IT components that make up business services.
Network World, 10/06
Roundup Article | May 2007 | 0 Comments
ITIL Adoption
Analyst groups estimate that ITIL adoption among billion-dollar companies will increase to 40 percent in 2006, and reach 80 percent by 2008. Learn more IT Infrastructure Library—its challenges, benefits, tools, and how implementing ITIL might affect your IT organization.
Line56, 10/06
Roundup Article | May 2007 | 0 Comments
Network Management Changing the Course for ‘Framework’ Vendors
Dennis Drogseth discusses what sets BMC, CA, HP, and IBM apart from other network management vendors, including evidence that they are all beginning to leverage enabling technologies that will potentially support everything from a more evolved CMDB system to advanced service performance diagnostics.
Network World, 10/06
Roundup Article | May 2007 | 0 Comments
How Bank of New York Uses ITIL to Troubleshoot
Bank of New York is following the lead of some of the world’s largest companies by employing ITIL to reduce or eliminate future incidents by collecting and analyzing the source of incidents and taking corrective action before a similar incident reoccurs. Baseline, 07/06
Roundup Article | May 2007 | 0 Comments
Where Are The Jobs? IT Services
While other tech sectors are experiencing slow employment growth and even declines, IT services employment is booming since companies are looking for experts to exploit their existing IT infrastructure to help grow their businesses.
Information Week, 08/06
Roundup Article | May 2007 | 0 Comments
Q&A: CA’s Robert Stroud on ITIL
CA’s Robert Stroud promotes ITIL for automating manual processes and improving service quality. In this Q&A session, he discusses the benefits and limitations of ITIL and how technology managers can win business support for ITIL. Baseline, 07/06
Roundup Article | May 2007 | 0 Comments
It’s early days for vendors focusing on analytics in IT management
Analyst Dennis Drogseth of EMA previews the industry’s first research report on analytic technology adoption within the IT management market. Network World, 08/06
Roundup Article | May 2007 | 0 Comments
The Growing Importance of ITSM
American IT managers are finally beginning to adopt ITSM to standardize IT operations and, in turn, improve customer service. But implementing ITSM means figuring out where your operation is today and then changing it. Is it all worth it?
CIO Update, 08/06
Roundup Article | May 2007 | 0 Comments
Heavyweight Rivals Gang Up for Mgmt. Spec But How Much of a Standard Will It Be?
Arch-rivals BEA, BMC, Cisco, Dell, EMC, HP, IBM, Intel, Microsoft and Sun team up to develop Service Modeling Language (SML), an XML-based modeling language that provides a consistent way to document the hardware and software resources that make up business […]
Roundup Article | May 2007 | 0 Comments
HP Ranked Tops in Worldwide Distributed System Management Software Market Share, Distributed Performance and Availability
According to IDC, OpenView products and solutions make HP the worldwide market share leader in distributed system management software for the third consecutive year. “Customers continue to turn to HP OpenView to help cut their IT costs, speed the delivery of […]
Roundup Article | May 2007 | 0 Comments
OpenView Users Laud HP’s Mercury Purchase
HP OpenView software users give HP’s $4.5 billion deal to buy Mercury Interactive Corp. the thumbs up. The buyout broadens the company’s systems and application management tools, helping them to compete in the management tools market with big players, such as IBM, BMC Software Inc., and CA Inc.
Computerworld, 07/06
