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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Rational Focal Point -OVUM Technology Audit

IBM Rational Focal Point 6.5 is a highly flexible portfolio-management solution designed to help organizations make better strategic choices in domains including projects, products, applications and any other area where a set of initiatives must be evaluated, compared and prioritized.
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How to Keep Control Over External IT Service Providers

IT Managers often worry when external IT service providers require access to company systems. Internal IT Employees, however, can keep tabs on their system partners using the GoToAssist Corporate support tool. In this white paper you will learn "How IT Departments Can Retain Control over External IT Service Providers" IT experts from Citrix explain which solutions really work to ensure that external service providers diligently follow compliance specifications.
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SOA Design Principles for Dummies

What you may call basic SOA or IT - centric SOA applies SOA principles to the flexible integration of an enterprise IT portfolio. But controlling interactions through well-defined services and interfaces certainly applies to mobile, social, cloud, and Big Data solutions as well. SOA is simply good design for IT integration and for the business solutions of an ever-more-connected and ever-more-distributed world. This book is a guide to applying the design principles of SOA to the business problems of today.
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5 Ways to Move From IT Resilience to Cloud-Based Business Resilience

By now most IT departments have some form of resilience strategy in place and is likely already out of date. Many of these legacy plans rely on expensive remote locations and duplicate facilities, concepts that are no longer feasible in today's business environment. Learn five ways your organization can better utilize cloud computing to build a better, holistic resilience plan that will cover the entire business, not just IT infrastructure and systems. This IT Managers' Journal covers all the topics for cloud-based resilience, including cloud-based offsite backup and data protection, service-level agreements (SLAs), disaster recovery, virtualization and more.
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Service Virtualization for Dummies book

Discover service virtualization and how it fits into the big picture of software quality. In this book, Service Virtualization For Dummies, IBM Limited Edition written by industry analysts Marcia Kaufman and Judith Hurwitz, learn how to deliver higher quality software by increase the efficiency and effectiveness of your testing processes while reducing testing downtime and testing cost.
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The software edge: How effective software development and delivery drives competitive advantage

The IBM Global CEO study found today's business leaders rank technology as the most important external force that will impact their organizations. A 2013 Institute for Business Value (IBV) software development study supports this, with IT and business leaders identifying five top technology trends critical to competitiveness. However, the same survey reveals that most organizations are not prepared to take advantage of these trends. While management recognizes that software is crucial to capitalizing on technology for competitiveness, they are not successfully executing.

Learn how organizations that leverage effective software development can help close the execution gap and gain competitive advantage.
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Security Intelligence Can Deliver Value Beyond Expectations And Needs To Be Prioritized

First-generation security intelligence and security incident and event management products have promised a lot, but some of these tools require considerable resources to manage the solution. The growth in security-as-a-service offerings, however, offers an opportunity for information security teams to follow the path successfully laid by many other IT departments. Read this white paper, "Security intelligence can deliver value beyond expectations and needs to be prioritized" for an overview of market adoption of security-as-a-service.
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Cloud for Dummies, IBM Midsize Company Limited Edition

Midsize companies need to understand how cloud computing is valuable to many different constituents within their organization. The benefit of cloud computing for IT leaders is that it actually is an invitation to the boardroom for the IT manager who learns how to leverage the cloud to enable the business to be more flexible and responsive to client needs and new market opportunities. This book gives mid-sized companies insights on what it means to create flexible pools of computing resources that break down silos in your company so you can perform in a smarter and more proactive manner.
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Forrester Total Economic Impact Study: Okta Identity Management Service

Forrester Consulting recently examined the total economic impact and potential return on investment (ROI) enterprises may realize by deploying On-Demand Identity and Access Management service. For this study, Forrester conducted an interview with one existing Okta customer. The analysis showed that Okta benefited the organization's IT staff with productivity savings from automated provisioning and deprovisioning and with reduction of service desk requests due to password resets and forgotten URLs. Users saw increased productivity because of improved access to applications from any device in any location. The analysis found that the interviewed organization of 1,100 employees experienced the risk-adjusted ROI, costs, and benefits shown in detail in this paper.
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2013 IT Trends: Expectations, Budgets and the Role of IT

The tough global economy has hardened IT organizations over the past several years, enabling them to focus on improving user performance, meeting compliance needs and aligning IT to business objectives while cutting costs. Read this paper for an in-depth analysis of IT trends that will heavily impact IT professionals in 2013.
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