How Does Your Service Desk Stack Up?

A successful Service Desk should be aligned with business processes, improve user satisfaction and productivity, optimize the organization from the inside out, and serve as a single point of contact between a company's customers, employees and business partners.

More importantly, the Service Desk should be a key part of a completely integrated IT systems management strategy.

View this informative webinar as Chris Brand (IT Director, Fairfield School District, CT) demonstrates how he has transformed his reduced staff into a process driven IT department through an integrated service management solution.

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Forrester: Measuring the Total Economic Impact

In October 2011, IBM commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying IBM Rational tools and IBM professional Services to drive improvements in the application portfolio management (APM) process. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of IBM tools and services on their organizations.
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5 Ways to Put Business First: Building Infrastructure From a Workload & Process Perspective

In years past IT managers were willing to be saddled with the dreaded vendor lock-in. They were willing to let their infrastructure and software choices be dictated by one or two vendors in the hope of better operation efficiency and support. Those days, however, are long gone. Most IT shops are platform and vendor neutral. But building a server architecture that can allow for true agnosticism is challenging. In this paper, learn five actionable ways your IT organization can leverage IBM's System X technology to build truly scalable and flexible data centers that can power any number of vendor systems and business processes and workloads.
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Why IBM Operational Decision Management?

By using IBM Operational Decision Management (IBM ODM) software for implementing decision logic, you can realize a major advancement in bridging the gap between business people and IT. The solution provides capabilities for the line-of-business to define policies in a form that is both understandable by the non-technical user and deployable to the systems that use them to automate decisions, facilitating clear communication between the policy managers defining the requirements and the developers implementing the business system solution.
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IBM Business Process Manager

Simplified graphical design tools-make it easier for every team member, including nontechnical users, to collaborate on process design and analysis. Download this whitepaper and learn how to: Increase efficiency, Increase collaboration and Visibility into process performance.
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10 Ways to Build Better CRM Processes

Most businesses see the value in CRM and ERP. When implemented properly, these platforms can enable better sales, more efficient marketing, and drive both top line and bottom line revenue growth. Getting there however, is a challenge. This IT Managers' Journal is designed to give IT managers and business leaders 10 steps that can help them transform CRM into a winning solution for revenue growth and business efficiency. Read this ITMJ and discover how IT and business management can work together to realize real, demonstrable ROI.
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Virtualizing disaster recovery using cloud computing

Nobody likes to think about disaster recovery. But even with a flat IT budget, you need to have seamless failover and failback of critical business applications. Read this white paper to learn how cloud-based business resilience can provide cost effective alternatives to traditional disaster recovery.
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Addressing The Small and Midsized Business Storage Challenge

As small and midsize businesses (SMBs) struggle with the challenge of managing more data with fewer resources and limited budget, the industry has responded with storage solutions that are either too small (low functionality and hard to deploy and manage) or too big (high capacity and performance with a high price tag). SMBs need the same storage services that the enterprise data center has become accustomed to but in a smaller, less expensive and easier to use package. IBM is announcing a new generation of storage systems that is designed specifically for small and midsize businesses: the IBM® Storwize® V3700 system, delivering efficient enterprise-level data services to the SMB market at an affordable price.
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Move up to Enterprise Developer for zEnterprise

Micro Focus Enterprise Developer for IBM® zEnterprise® is the core technology for zEnterprise application development. The time is right for Mainframe Express (MFEEE) customers to move up to this new development platform and enjoy the benefits of Enterprise Developer. Here's why.
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Mainframe application delivery and deployment – a fresh approach

Mainframe environments have historically been the natural choice to run the mission-critical business applications that enterprises rely on. Over time developments in processor technology have meant that Linux®, UNIX® and Windows Servers® have become able to deliver mainframe equivalent performance at a fraction of the cost. They can therefore offer more options to respond to change required by the business, while delivering the appropriate Reliability, Availability and Serviceability (RAS). This paper looks at the options available to mainframe application decision-makers who are looking to map their mainframe IT strategy to their next generation of business needs.
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