TechRepublic Resources
- ANALYST WEBINAR: Link Service Desk and Event Management to Minimize Disruptions
- Too often, the service desk lacks the information it needs to restore normal service operation to the business quickly. With the business depending increasingly on IT, it is important to identify, prioritize and resolve threats to service. This webcast discusses three stages of incident and problem management - Stage 1:...
- Tags: Service Desk, BMC Software Inc., Webinar, Problem Management, It Services, It Management, It service Management
- Webcasts
- UniPress Software Case Study: Omniglow Corporation
- OmniGlow is a manufacturer of chemical light products. Deliver fast support to users in multiple countries Identify, locate, and capture PC assets to speed technical support. The solution was FootPrints for Exchange - 100% web-based help desk and customer problem management software for Microsoft Exchange environments and FootPrints Asset Management...
- Tags: Asset, PC, Problem Management, UniPress Software, OmniGlow, Asset Management, Help Desk, Call Centers, Operational Planning, Business Operations, It Operations
- Case studies
- Atos Origin Delivers World Class IT and Helpdesk Support for the Olympic Games With Hornbill Systems
- To help the IT systems run as efficiently as possible at the Salt Lake City Games a problem management system was used. Any incidents arising could be dealt with as soon as possible. However the product used lacked flexibility, as it was originally configured for a corporate environment and was...
- Tags: Olympic Games, Supportworks, Information Technology, Atos, Problem Management, Hornbill Systems, Help Desk, It Operations
- Case studies
- Automating Problem Determination: A First Step Toward Self-Healing Computing Systems
- While the Internet and e-business technologies have created new business opportunities and helped streamline processes and speed communications, the underlying technical infrastructure has become more difficult to manage. The goal of problem management is to minimize the adverse impact of incidents and problems in the IT infrastructure on the business...
- Tags: Problem Management, Incident, IBM Corp., Web Technology, E-business/E-Commerce, Internet
- Case studies
- Openview at Grupo Bimbo
- Grupo Bimbo, one of the largest bakeries in the world, has 12 productive centres in Spain and Portugal, and 65 sales offices. It needed a solution to improve the management of its IT and communications department, especially in the areas of user support and change management. After implementing Hewlett-Packard's OpenView...
- Tags: Service Desk, Hewlett-Packard Co., Problem Management, HP OpenView, Utility Computing, It Management, It service Management
- Case studies
- ITIL Basics - Problem Management
- Problem Management investigates the underlying cause of incidents, and aims to prevent incidents of a similar nature from recurring. By removing errors, which often requires a structural change to the IT infrastructure in an organization, the number of incidents can be reduced over time. This webcast provides information on ITIL...
- Tags: Problem Management, Incident, Nextslm.org, ITIL, Process Improvement, It Services, Quality, Business Operations
- Webcasts
- Olan Mills Keeps Customers Satisfied and Employees Productive With Magic Service Desk Suite
- Olan Mills, with retail stores in the U.S. and U.K., is a leading portrait photography company in both countries. Olan Mills searched for a highly versatile solution that would help to decrease maintenance and the time-to-resolution for its help desk calls. Olan Mills first chose Magic Service Desk Suite, a...
- Tags: Service Desk, BMC Software Inc., Problem Management, Olan Mills, Help Desk, Call Centers, It Management, It Operations, It service Management
- Case studies
- iT-AUSTRIA Achieves Excellence in Problem Management Using Remedy
- Informations-Technologie Austria GmbH (iT-AUSTRIA) is the leading Austrian provider of IT Services for the financial sector, and ranks among the top ten in Europe. iT-AUSTRIA decided to implement a standardised problem management system, with the goal of realizing synergy effects for all the user groups. Softlab and iT-AUSTRIA collaborated to...
- Tags: Problem Management, Remedy Corp., iT-AUSTRIA
- Case studies
- ITIL® Practitioner: Support and Restore Management
- View Available Dates and LocationsThis ITIL Practitioner training course focuses on the ITIL processes of Incident Management, Problem Management, and Service Desk functions. Learn to optimize the quality of service by applying the ITIL best practices, and learn to more effectively respond to incidents and problems as...
- Tags: Service Desk, Problem Management, ITIL, It Services, Process Improvement, Quality, Business Operations
- Training 2008-01-01
- Improve the Efficiency of Your Service Desk
- Are you looking for ways to eliminate increasing IT service desk demands? Are you trying to enable users to resolve some of their more basic issues, including password reset, through user self-service? This paper examines the role of password management including support capabilities and solution economics, and demonstrates...
- Tags: Service Desk, BMC Software Inc., Password Management, Password, Problem Management, It Management, It service Management
- White papers 2007-06-04
- Reduce IT Costs and Complexity with Effective Application Problem Management
- Most business processes are automated by software applications. As the software applications become indispensable, you may think they would become more dependable. Discover the benefits of automating problem management, with recommendations for comprehensive problem management and how IT organizations can address problems related to application performance and availability while reducing...
- Tags: Software, BMC Software Inc., Information Technology, Problem Management
- White papers 2006-11-07
- BMC Performance Manager
- Proactive incident and problem management reduces the number of calls to the service desk while more completely satisfying end users. Service desk associates will become more efficient and will have more time available to assist end users who have especially complex or unusual problems. BMC Software is the only company...
- Tags: Service Desk, BMC Software Inc., Performance, Problem Management, BMC Performance Manager, It Management, It service Management
- White papers 2007-01-03
- Problem Management - Why and How?
- This White Paper is for anyone intending to implement a Problem Management Process, based on ITIL principles, or seeking an introduction to Problem Management. By offering ideas and practical suggestions, it is hoped this paper will be useful for anyone setting up a new Problem Management Process based on ITIL...
- Tags: Problem Management, ITIL, It Services
- White papers 2006-11-29
- Ensuring Business Services with Proactive Incident and Problem Management
- The market has changed - yet it remains the same. Finding an IT professional, IT department, or large enterprise that is not cognizant of the move toward a service management model for IT is a rare occurrence. Yet, at the same time, the dynamics of the market are such that...
- Tags: Information Technology, Problem Management, Information Technology Service Management, ITIL, Strategy, It Services, Management
- White papers 2006-07-01
- Relicore Clarity for Problem Management
- IT operations must deliver services to the business at the level of quality defined by service level agreements in a very cost-conscious environment. Typical IT organizations focus on technology but have minimal context about how the technology relates to the applications that run the business. Troubleshooting, determining root cause, and...
- Tags: Server Configuration, Relicore, Problem Management, Server
- White papers 2006-02-16
- IT Process and Problem/Incident Management
- How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers and many others who are seeking to achieve such improvements have been looking to IT service management (ITSM)...
- Tags: Service Desk, Information Technology, iConclude, Problem Management, ITIL, It Services, Service Level Management, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management
- White papers 2005-10-18
- ITIL Process and Problem Resolution
- How does the organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs, and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers, and many others who are seeking to achieve such improvements have been looking to the IT Service Management...
- Tags: Information Technology, iConclude, Problem Management, ITIL, It Services, Service Level Management, Process Improvement, Strategy, It Operations, It service Management, Quality, Business Operations, Management
- White papers 2005-10-18
- Top 10 Misconceptions about Problem Management and Incident Resolution
- A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white paper examines the gaps that exist today in problem management and incident resolution, and why traditional monitoring systems...
- Tags: iConclude, Problem Management, Resolution, Help Desk, Call Centers, It Operations
- White papers 2005-10-18
- Problem Management - Key Best Practices
- The ITIL framework supplies an excellent relational model on how to manage Incidents, Problems and Changes. But this model becomes much more powerful when best practices are applied; such as planning and documenting Roles and Responsibilities, proper Operational Metrics and defined processes for Knowledge Management, Root Cause Analysis, ROI Calculation...
- Tags: Problem Management, Best Practice, ITIL, Knowledge Management, Roi/Tco, It Services, Enterprise Software, Software, Finance, Managerial Accounting
- White papers 2005-06-27
- A Framework for Service Quality Assurance Using Event Correlation Techniques
- Due to the increasing use of service level agreements for the provisioning of IT services, providers have to ensure that the guarantees for the quality of their offered services, expressed by quality of service parameters, are met. This paper presents a framework for new kind of event correlation which is...
- Tags: Technique, QA, Information Technology, Problem Management, Framework, Event Correlation, ITIL, It Services, Process Improvement, Strategy, Quality, Business Operations, Management
- White papers 2005-04-07
