Making the Transition from Silo to Service Management

Monitoring the end-to-end performance of applications and services at all infrastructure tiers is the "holy grail" of IT organizations. But most companies use silo-based monitoring tools incapable of monitoring events and activities occurring elsewhere in the infrastructure. A "collaborative" approach for deploying such tools stands a greater chance of adoption than the typical top-down implementation method commonly used today.

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Applying an Economic Model to IT Management: Operations Management in the Virtual Data Center

Virtualization systems have been replacing traditional, silo-based IT architectures to consolidate resources and workloads, but virtualization requires resource and performance management technologies designed to handle dramatically different, complex behaviors. This white paper describes a supply chain economy approach, which combines monitoring, analytics, and actions to enable proactive virtualization management.  Read More

Making the Sound Choice: Avoid the Common Pitfalls When Choosing a Saas Vendor

Organizations are frequently turning to software-as-a-service (SaaS) solutions for their customer relationship management (CRM) needs. But there are risks when deploying any solution at scale, especially if you select the wrong vendor. This e-book aims to help organizations make a smart CRM choice. Read More

Five Signs You Need a VoIP Phone System

Legacy telecom vendors have little incentive to transition you to voice over internet protocol (VoIP), and as long as the phone system is working, you’ll need to discover those reasons yourself.

"Five Signs You Need a VoIP Phone system" draws from carefully compiled research about how small to medium-sized businesses (SMBs) think about phone systems and the triggers that lead to making a change. From this, we have identified five such reasons that tell you the time is right for a VoIP phone... Read More

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ITIL v3: Supporting the Evolution of IT Effectiveness for Improved IT Operations

IT is often characterized as distinct groups pursuing individual agendas and launching disconnected initiatives to increase operational efficiencies. To overcome this, organizations need a set of capabilities that can help improve coordination between IT and the rest of the business while facilitating effective service management. Adopting foundational technologies and a best-practice benchmark is a good place to start. Read More

Six Sigma for IT Service Level Management

Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing IT service quality. This research, which was targeted primarily at enterprises, showed that 65 percent of those surveyed acknowledge the relevance of Six Sigma for IT-based service management. While many IT organizations have yet to adopt Six Sigma for service management, 80 percent stated that they have plans to do so. This research suggests... Read More

Southern Pump & Tank Company (SPATCO)

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Southern Pump & Tank Company (SPACTO), is a value-added distributor specializing in liquid handling equipment for the petroleum and industrial marketplaces. By using SAP Service Management to track equipment at its customers sites, receive incoming service calls, dispatch work, and track labor and materials, SPACTO was able to lower inventory by 28 percent, and reduce slow and non-moving items by 70 percent. Read More
 
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