TechRepublic Resources
- Capacity Management Assessment and Planning
- This service provides a detailed level analysis and profile of Capacity Management processes and techniques, based on business unit drivers, that employ several usage profiles to link business plans and workload forecasts directly to estimates of resource and service level objectives. Once developed, these techniques and profiles provide a basis...
- Tags: Technique, Service Level Management, Productivity, It Services, It Operations, It service Management
- White papers
- Business Activity Monitoring - An Overview from Gartner Group
- David McCoy is a Managing Vice President in charge of Gartner's Infrastructure and Architecture research area, which includes Business Activity Monitoring (BAM), Business Process Management (BPM) and application integration. David will define BAM, the business opportunity and future trends.
- Tags: Monitoring, Gartner Inc., IBM Corp., David McCoy, Application Integration, Operational Planning, Business Process Automation, It Services, Middleware, Strategy, Enterprise Software, Software Development, Software/Web Development, Business Operations, It Operations, Software, Management
- Webcasts
- Disaster Recovery Planning for a Government Organization
- The client is a government non-profit organization in UK. The organization was looking to implement strong DR practices in the IT services arm of the organization in order to provide a smooth and committed service to its internal clients. The client had Win NT servers, UNIX servers and large local...
- Tags: Information Technology, Disaster Recovery Planning, Client, Organization, Disaster Recovery, LANs, It Services, Strategy, Network Technology, Servers, Networking, Data Management, Management, Hardware
- Case studies
- When Emergency Strikes, DHL Has Found the Optimal Solution in HP's Business Continuity Services
- As a global leader in the provision of transport and logistics services, DHL cannot afford long downtimes, for example in the event of a natural disaster. When emergency strikes, rapid and reliable recovery of critical business processes is crucial. HP's Business Continuity Services (BC-Services) provide customers with a comprehensive range...
- Tags: Hewlett-Packard Co., Business Continuity, Supply Chain, It Services, Business Operations
- Case studies
- ABN AMRO Asset Management Banks on IT Service Management
- ABN AMRO Asset Management is one of the world's leading asset managers, looking after more than 175 billion euros (108 billion pounds sterling) from more than 30 locations around the globe. ABN AMRO Asset Management's search for an improved IT Service Management System began as a project managed by CMG...
- Tags: ABN AMRO, Bank, Information Technology, Axios Systems, ABN AMRO Asset Management, Asset Management, ITIL, Service Level Management, It Services, Operational Planning, Business Operations, It Operations, It service Management
- Case studies
- COBIT Case Study: Coopers & Lybrand
- Coopers & Lybrand in the Netherlands has 100 EDP auditors in computer assurance services, many who already have in depth knowledge of COBIT and are putting it to use for clients. A unique benefit of COBIT is that Information Technology Infrastructure Library (ITIL) is one of the global standards on...
- Tags: Information Technology, COBIT, ITIL, Process Improvement, It Services, Strategy, Quality, Business Operations, Management
- Case studies
- Orange County Teachers Federal Credit Union Exceeds SLA Guarantee With Eye of the Storm
- The Orange County Teachers Federal Credit Union's (OCTFCU) vision is to deliver world-class personal service to members through its 100 automated teller machines (ATMs), 24-hour automated telephone transaction service, and online banking system. To deliver upon the OCTFCU vision, IT Operations is responsible for guaranteeing the organization's stated service level...
- Tags: Orange PCS, SLA, Infrastructure Management, Entuity Inc., Service Level Management, Banking, It Services, E-business/E-Commerce, It Management, Strategy, It Operations, It service Management, Financial Services, Internet, Management
- Case studies
- Controlling Costs With Service Management Best Practices
- Best practices in service management operations, especially standards such as those found in ITIL, are having positive effects in improving IT customer support and improving business bottom lines. Join Senior IDC analyst, Fred Broussard as he discusses the current state of service management best practices and their adoption in business...
- Tags: Service Management, Computer Associates International Inc., It Services
- Webcasts
- TOTAL UK Implements ITIL-Based Help Desk Using Remedy
- TOTAL UK is an affiliate of the Paris-based international TOTAL Group, the largest oil and gas company in Europe and fourth largest worldwide, operating in more than 120 countries. For TOTAL UK Limited, improving efficiency and productivity, while minimising costs, has always been a key objective. Such considerations were a...
- Tags: BMC Software Inc., Remedy Corp., TOTAL UK, ITIL, Help Desk, Call Centers, Process Improvement, It Services, It Operations, Quality, Business Operations
- Case studies
- Wipro Implements ITIL and Improves Efficiencies With Remedy
- Wipro provides comprehensive IT solutions and services to corporations globally. To, effectively manage the daily volume of tickets - which may be well over 100 per day for a single customer - Wipro needed a reliable, scalable, and extensively adaptable solution, with automatic workflow capabilities. Wipro selected Remedy because of...
- Tags: Wipro Technologies, Remedy Corp., Help Desk, Call Centers, ITIL, It Management, It Operations, It Services, It service Management
- Case studies
- Amdocs Case Study: Georgia-Pacific
- In 1995, Georgia-Pacific had a 60,000-person, multi-national, multi-location workforce and an IT management operation with 11 separate and inefficient 'island' systems. A review of its IT support function revealed infrastructure weaknesses that threatened Georgia-Pacific's business aspirations. Systems were decentralized, communication between divisions was difficult and many processes were being duplicated....
- Tags: Amdocs, Georgia-Pacific Corp., Information Technology, ITIL, Strategy, Process Improvement, It Services, Management, Quality, Business Operations
- Case studies
- ManageSoft Case Study: RACV
- The Royal Automobile Club of Victoria (RACV) is one of Victoria's most popular and largest motoring club with over 1.35 million members and outlets throughout the country. Working with ManageSoft, RACV is bringing its IT processes in-house and building a best practice IT infrastructure to enable the organization to record...
- Tags: ManageSoft Corp., ITIL, Strategy, Process Improvement, It Services, Management, Quality, Business Operations
- Case studies
- Sun Applies Managed Services Expertise to Achieve Significant IT Cost Savings
- Reducing the cost and complexity of IT is a major reason why IT managers turn to Sun Microsystems, Inc. (Sun), a leader in enterprise computing hardware, software and services. Delegating the day-to-day administration tasks enabled Sun to focus more on its core competencies, Sun faced the same problem that many...
- Tags: Managed Services, Information Technology, Sun Microsystems Inc., Sun Managed Services, It Services, Strategy, Management
- Case studies
- Toronto Airport Meets ITIL Standards and Takes Support Levels, Change Management to New Heights With HEAT
- The Greater Toronto Airports Authority (GTAA), formed in 1993, is a nonprofit corporation responsible for ensuring that the greater Toronto's regional system of airports meets current and future air service needs. With the increasing demands, the airport needed a centralized way to track all IT incidents and requests for change...
- Tags: FrontRange Solutions Inc., Standards, Change Management, ITIL, Strategy, Process Improvement, Leadership, It Services, Tools & Techniques, Management, Quality, Business Operations
- Case studies
- Edith Cowan University: HP OpenView Chalks Up Success With University Helpdesk
- Edith Cowan University is taking a scholarly approach to the re-engineering of its IT helpdesk by implementing Hewlett-Packard's (HP) OpenView Service Desk solution based on the IT Infrastructure Library (ITIL) Framework. The University's original terminal-based help desk system had become out of pace with advances made in service management technology...
- Tags: Hewlett-Packard Co., HP OpenView, Edith Cowan University, University, Help Desk, Call Centers, ITIL, It Services, Utility Computing, It Management, It Operations, It service Management
- Case studies
- Land Registry Maps a Course to E-Government in the UK
- As the government department responsible for maintaining records of land ownership, Land Registry guarantees the title for £2.5 trillion worth of property. Land Registry were faced with moving from 6,500 dumb terminals to a network of PCs, clustered servers, LANs. Land Registry selected Hp. HP uses disciplined service management processes...
- Tags: Registry, Hewlett-Packard Co., Service Level Management, It Services, ITIL, E-government, It Operations, It service Management, Government
- Case studies
- DEWR Drops Remedy for Infra
- The Federal Department of Employment and Workplace Relations (DEWR) has dropped major US IT service management outfit Remedy in favour of Sydney-based local player Infra Corporation. DEWR had Remedy for a number of years and they thought that they were just about due to go out and test the marketplace....
- Tags: Remedy Corp., Service Level Management, It Services, Recruitment & Selection, It Operations, It service Management, Human Resources, Workforce Management
- Case studies
- TELSK Dramatically Improves First Call Resolution Rates and Customer Satisfaction
- TELSK is a joint venture company created by TELUS International and SK C&C. Previously, TELSK had disparate contact centers and PC Support personnel in 16 separate help desk support teams in multiple locations in Korea. As a result, the support team's ability to respond rapidly to problems was hampered, and...
- Tags: BMC Software Inc., Team, Thomson First Call, Customer Satisfaction, TELSK, ITIL, Process Improvement, Team Management, Call Centers, Help Desk, It Services, It Management, Quality, Business Operations, Management, It Operations, It service Management
- Case studies
- Cox Communications Aligns IT With the Business Using Remedy Solutions
- Cox Communications is a multi-service broadband communications company with approximately 6.5 million total customers, including 6.3 million basic cable subscribers. As Cox works toward alignment, the company is employing different technologies to help IT support the business more effectively. Cox has successfully implemented components of Remedy's IT Service Management (ITSM)...
- Tags: Information Technology, Remedy Corp., Cox Communications Inc., Service Level Management, Asset Management, Strategy, It Services, Network Technology, It Operations, It service Management, Operational Planning, Business Operations, Management, Networking
- Case studies
- Insourcing Case Study
- The client offers retail foreign exchange and provides a wide range of foreign currency and payment services. Due to a growing dependency on technology and automated systems in recent years, the client's employees were growing frustrated with the lack of an organized and structured first level IT support function. There...
- Tags: Pink Elephant Inc., ITIL, Currency & Foreign Exchange, It Services, Operational Accounting, Strategy, Finance, Management
- Case studies
