All Articles Tagged With "IT Service Management"

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 […]

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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?

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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

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Mercury Unveils BTO Strategy for IT Service Management
Mercury Interactive Corporation unveils BTO strategy for ITSM, which details how customers can use Mercury BTO Enterprise to implement ITSM and automate ITIL processes from a business perspective. New strategy provides the ability for customers to leverage their legacy systems while building a business-centric ITSM foundation.
Morningstar, 05/06

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Effortless Systems Management
What are the tradeoffs of using simple and robust performance management solutions? Which solution is best? Line56, 01/06

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What’s the best way to approach change for the data center? Kia Behnia, CTO for Change and Configuration Management Solutions (CCM) at BMC Software outlines the basic steps for replacing outmoded manual change activities with streamlined, automated processes based on proven best practices.

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BMC Software
IT Service Management: Adapting Best Practices
Understanding the current business dependence on IT, and exploring solutions needed to effectively adapt best-practices and align IT with evolving business objectives.

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Whether it’s called Business Service Management (BSM) or end-to-end IT Service Management (ITSM), the new IT management imperative is understanding how the health of individual components within a service’s ecosystem - servers, routers, firewalls, applications, databases, etc. - relates to the user’s overall quality of service (QoS) experience and the company’s business requirements. At BSM Digest, we’ve taken a vendor-neutral approach to the problem and adapted a simple seven-step framework.

Step 1: Inventory

Step 2: Instrument

Step 3: Model

Step 4: Analyze

Step 5: Visualize

Step 6: Troubleshoot

Step 7: Plan

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Not too many years ago, IT service management was about managing devices — computers, data storage devices, and other associated equipment — and these devices were typically confined within the walls of data centers. As devices were combined into distributed IT infrastructures that extended well beyond data center walls, IT professionals had to raise the bar. As a result, IT service management evolved from managing devices to managing the infrastructure based on the physical and logical interdependencies of the infrastructure components, including databases, application servers, Web servers, mail servers, gateways, applications, and hosting computers.

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Looking back, the emergence of business service management (BSM) seems inevitable. This new generation of tools helps IT organizations manage technology infrastructures within the context of the key services they provide for their customers. BSM tools are critical enablers for the increasingly popular process-focused IT Service Management (ITSM) approach.

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