CASE STUDY - This case study details how one company addressed unsatisfactory support from its service provider by partnering with ABS.
Posted: August 25, 2008 | Published: July 25, 2008


Topics:  Help Desk Management | Infrastructure Management | IT Service Management

WHITE PAPER - Knowledge Management is a multi-faceted initiative involving a degree of cultural change for the organization, it requires a change in processes, a reevaluation of how knowledge is captured and represented.
Posted: August 25, 2008 | Published: August 25, 2008


Topics:  Best Practices | Customer Satisfaction | IT Service Management | ITIL | Knowledge Management

WHITE PAPER - ITIL starts with a commitment to the people of IT, because it consists of a series of individual IT practitioner certifications.
Posted: August 25, 2008 | Published: August 25, 2008


Topics:  Change Management | IT Service Management | ITIL

WHITE PAPER - This white paper shows the progression of service management since the 1990s. It will discuss the hidden service life cycles and how to make them work once they are visible. Learn how to improve services and better align IT with business objectives.
Posted: August 13, 2008 | Published: March 1, 2008


Topics:  Applications Management | Customer Service | Dashboards | IT Service Management | ITIL | Partnerships | Supplier Management | Top-Down Design

WHITE PAPER - This webcast transcript offers instruction on how to formalize your enterprise Business Analysis practice to drive greater value out of all your ITIL initiatives. Learn how to implement a best practices strategy to maximize IT services.
Posted: August 4, 2008 | Published: August 1, 2008


Topics:  Infrastructure Services | IT Auditing | IT Service Management | IT Services | ITIL | Risk Assessment | Risk Management

WHITE PAPER - This webcast will explore the dynamics of developing and putting in place a Business Analysis Center of Excellence and its importance from an enterprise point of view and continually driving high quality IT services throughout the enterprise.
Posted: August 4, 2008 | Published: August 1, 2008


Topics:  Infrastructure Services | IT Auditing | IT Service Management | IT Services | ITIL | Risk Assessment | Risk Management

WHITE PAPER - When selecting an enterprise-level monitoring solution, one of the first decisions the IT department needs to make is whether to opt for an agent based, or agentless monitoring solution. This paper helps you arrive at a decision.
Posted: July 28, 2008 | Published: July 28, 2008


Topics:  Business Intelligence | ERP | IT Service Management | Server Management | Systems Management

WHITE PAPER - Monitoring servers and proactively managing capacity helps companies maintain service level agreements, meet contractual obligations, improve customer and partner satisfaction, and move forward into new markets.
Posted: July 28, 2008 | Published: July 28, 2008


Topics:  Backup Software | Backups | Business Intelligence | Capacity Planning | IT Service Management | IT Systems | Performance Testing

WHITE PAPER - Discover how to manage the entire IT environment from an IT Dashboard that acts as a ‘single Pane of Glass' to deliver highly valuable and easy-to-use information from both physical and virtual environments.
Posted: July 28, 2008 | Published: July 29, 2008


Topics:  Dashboards | IT Departments | IT Infrastructure | IT Management | IT Service Management | Server Virtualization | VMware

VIDEOCAST - In this webcast John Haggerty discusses the concept of pervasive performance management, gives a lesson on framing issues and, more importantly, shows how technology can solve some pretty thorny business problems.
Posted: July 21, 2008 | Premiered: July 21, 2008


Topics:  Application Life-Cycle Management | Application Performance Management | Business Intelligence | ERP | ERP Software | IT Best Practices | IT Service Management

WHITE PAPER - Learn how Symantec CCS 9.0 provides the most comprehensive compliance suite with centralized policy management, data and application-centric views, controls management, security integration.
Posted: July 9, 2008 | Published: June 1, 2008


Topics:  Best Practices | Business Intelligence | Data Collection | IT Service Management | Regulatory Compliance | Security

WHITE PAPER - EMA has culled through 1000+ pieces of advice to identify 10 best practices to help you succeed with your CMDB project. This paper details these tips, highlights key findings from EMA research, and shares practical advice directly from your peers.
Posted: July 8, 2008 | Published: June 1, 2008


Topics:  Best Practices | CMDB | Configuration Management | IT Management | IT Service Management | ITIL

WHITE PAPER - Effective and efficient IT operations are the "table stakes" for IT-business groups' relationships -- they're taken for granted by user groups but are glaring when absent.
Posted: July 2, 2008 | Published: June 1, 2006


Topics:  Best Practices | Business IT Alignment | Change Management | CRM | IT Service Management

WEBCAST - Attend this Webinar to get an under-the-hood look at how GoToAssist Corporate remote support enables the IT organization to be the engine that keeps your end users productive and your company running.
Posted: July 2, 2008 | Premiered: July 2, 2008


Topics:  IT Service Management | Remote Support Services | ROI

WEBCAST - In this webcast hear an expert panel discuss the challenges that IT faces integrating itself into company culture and attracting, retaining and developing top-flight IT professionals.
Posted: July 2, 2008 | Premiered: July 1, 2008


Topics:  Best Practices | Business IT Alignment | Change Management | Human Resources Management | IT Service Management | Recruiting Services

WEBCAST - View this Webinar, featuring Chip Gliedman, principal analyst for Forrester Research, who reveals 5 best practices for improving IT service delivery and support.
Posted: July 2, 2008 | Premiered: January 1, 2008


Topics:  Best Practices | Customer Satisfaction | IT Service Management | Remote Access Protocols | Remote Access Software | Remote Computing

WHITE PAPER - This paper will explore the implications of the emerging economic slowdown for IT and telecom managers and lay out strategies for proactively managing through the downturn.
Posted: July 1, 2008 | Published: May 1, 2008


Topics:  Budgeting | IP Telephony | IT Industry | IT Service Management | Management Service Providers | Operational Support Systems | ROI | Staffing | Telecommunications Industry

WHITE PAPER - This third issue of the Virtual Data Center e-zine sifts through the maze of products and technologies that make up VMware's virtualization ecosystem. It then takes a comprehensive look at the new world of virtual desktop delivery and management
Posted: June 19, 2008 | Published: June 1, 2008


Topics:  Backups | Data Centers | Desktop Applications Management | Desktop Management | Disaster Recovery | High Availability | IT Service Management | ITIL | Server Consolidation | Server Virtualization | VMware

WHITE PAPER - Interested in ITIL v3 but not sure how to start? ITIL v3 best practices define how IT can better organize itself to understand and meet business needs, from strategy to operations and ongoing improvement.
Posted: June 18, 2008 | Published: August 1, 2008


Topics:  Application Performance Management | Business Process Management Software | Business Service Management Software | IT Service Management | ITIL | Systems Management

WHITE PAPER - By using a federated approach to a Configuration Management System, IT organizations can dynamically access information across teams and tools, resulting in faster, better, business-aware decisions that improve business service quality and cost.
Posted: June 18, 2008 | Published: May 1, 2008


Topics:  Data Center Management | IT Service Management | ITIL | SOA | Software Configuration Management | Software Infrastructure

PRODUCT LITERATURE - BEZ provides BEZVision™, a proactive performance management solution that is designed to provide IT management with the information that it needs to make critical decisions about service delivery.
Posted: June 10, 2008 | Published: January 1, 2007


Topics:  Application Performance Management | Application Performance Management Software | Clustering | Databases | Enterprise Systems | IT Service Management | Oracle (Product)

WHITE PAPER - Explore the benefits of ITIL and IT service management (ITSM) and how ITSM will give IT administrators the tools they need to get a handle on the costs, the value and increase the efficiencies of their operations.
Posted: June 4, 2008 | Published: June 1, 2008


Topics:  Business IT Alignment | Change Management | Configuration Management | Inventory Management | IT Service Management | ITIL | Security Management

WHITE PAPER - A key challenge for those starting a CMDB project is how to define and document detailed requirements that are both appropriate and achievable. This white paper provides expert tips and a template for crafting detailed CMDB project requirements.
Posted: May 19, 2008 | Published: April 1, 2008


Topics:  Business IT Alignment | Business Service Management | CIOs | CMDB | Configuration Management | Decision Support Systems | Enterprise Systems | IT Service Management | IT Services | Project Management | Risk Management | System Implementation

WHITE PAPER - Managing IT by service and not technology is the message of ITIL v3, but, most IT professionals really struggle with defining IT services. In this white paper, explore five steps to defining IT services.
Posted: May 19, 2008 | Published: March 1, 2008


Topics:  Best Practices | Business IT Alignment | Business Service Management | CMDB | Configuration Management | CRM | Enterprise Systems | ERP | IT Service Management | Service Level Management

WHITE PAPER - The most mature IT organizations are those that strive to bring new levels of intelligent automation to their data centers, offloading as many support tasks possible in order to enable their staff to focus on what really matters.
Posted: April 30, 2008 | Published: April 30, 2008


Topics:  Data Centers | IT Departments | IT Service Management