White papers

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CIO's Guide to Service Management

The CIO’s Guide to Service Management in the Mobile Era
10 Questions to Ask Before Buying a New Service Management Solution

For those outside of the IT organization, the role of IT is simple: provide technology and innovation, and help develop new products and services. In other words, provide the technology to make my job easier. Simple, right? Meanwhile, the IT organization is busy balancing the need to keep the lights on and the email flowing with managing an increasingly mobile workforce. By asking these 10 questions, you will be able to identify which service management provider is built to help you now and in the future to manage an increasingly mobile, social, cloud-enabled, and analytics-driven workforce and which solutions will fall short of that capability.

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Cloud Confidence ITSM

Cloud Confidence – It’s Not Blue Sky Thinking!

Confidence in any form of Cloud Computing should not require debate and consideration from today’s IT Management. In all organizations, regardless of industry or size, the operational efficiencies are there to be gained by all. However, recent headlines have fueled the internal debate about data privacy and residency within company boardrooms, and IT often fails to counter the case for adoption of any form of Cloud Computing; whether Software, Platform or Infrastructure as a Service (SaaS, PaaS and IaaS respectively). Realities will collide and like the consumerization of IT, the use of Cloud within businesses is increasing and will continue to do so.

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Blurred Boundaries IT Consumerization

Blurred boundaries: Don’t Fall Behind – Embrace IT Consumerization Now!

The “consumerization of IT” is an emerging trend where IT products and services have their origins in the consumer market and eventually spread to businesses, institutions and government. This paradigm shift has put organizations on their toes as they must consider if and how they want to incorporate any number of these products and services into their current IT systems, policies and procedures. This discussion will provide your organization with a high level overview of the forces, technologies, concerns and advantages that will assist in clearing up the blurred boundaries produced by the consumerization of IT.

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ITIL Beyond IT

ITIL Beyond IT

As IT organizations transform from managing technology to managing services and becoming an internal service broker for the business, it’s important to understand how other functional areas of the business can both support and impact the transformation. Working together, IT and business leaders can foster a “best practices” culture, allowing both to benefit from the underlying disciplines inherent within their functions. It’s important for IT to launch its own strategy, based upon learnings from implementing such processes as ITIL, ISO, Lean and Agile.

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Transforming the University with Service Management

Transforming the University with Service Management

Higher Education’s Information Technology (IT) organizations have been steadily evolving. Based upon the pace of technology innovation, along with the renewed focus on “service”, the new IT is required to provide an ever increasing number of services to a more demanding group of technology consumers. These service consumers are tech-savvy, self-sufficient and well versed in “using” technology to accomplish their day-to-day activities. They are typically carrying smart mobile devices that they purchase and manage themselves with networking that no longer relies on IT. Find out how Higher Ed IT organizations can transform to become faster and more flexible, while reducing costs.

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