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The Fourth-Generation Service Desk, and Why It’s a Mandate Today

Over the past 15 years, we’ve seen generations of service management platforms come and go—but many critical limitations persist. Consequently, IT organizations, and the businesses they serve, suffer from a lack of agility, poor service levels and high costs. This paper offers a look at the obstacles of prior generations of service management platforms, and it reveals how a new generation of solutions addresses some of these fundamental limitations.

Leveraging Your Service Desk to Scale Your MSP Business

For the managed services provider (MSP), service desk capabilities play a critical role in the level of service that customers receive and in the degree to which those services are delivered efficiently and profitably. In short, the service desk can make the difference between a service provider’s success or failure. This paper offers some key principles MSPs should adopt in order to ensure their service desk fully supports operational efficiency, optimal service levels and business growth.

Configuration, not Coding: How CA Cloud Service Management Speeds Deployment and Time to Value A Cloud

For years, many support teams have been hamstrung by their traditional service desk platforms, which require complex, time-consuming coding for virtually every aspect of customization. This complexity makes it costly and difficult for support organizations to adapt—and places an increasingly substantial burden on the agility and efficiency of the business as a whole. CA Cloud Service Management is a clearly differentiated alternative to traditional service desk platforms. CA Cloud Service Management is purpose built for speed—rapidly accelerating time-to-value where other SaaS solutions fall short. Implement in days, adopt with minimal training, configure without programmers, automate end-user requests, and get automatic upgrades.

Moving Service Management to SaaS

In areas such as sales force automation and customer relationship management, cloud-based computing services have become the norm—and substantially improved the economics, capabilities, and efficiencies customers have realized. Today, organizations can enjoy similarly substantial benefits by migrating their IT service management functions to a Software-as-a-Service model. This paper shows how CA Cloud Service Management enables organizations to make the most of this opportunity by providing a service management solution with a breakthrough in time.

Stepping into the Spotlight Infographic

For internal support centers, the message coming from the overall business is clear: You need to demonstrate your business value. Outsourcing, managed services and cloud-based solutions that didn’t exist just a few years ago are piling on the pressure.

CA Cloud Service Management Data Sheet

IT services are all about people, and the people’s most precious resource is time. They want to be more productive, but service management tools haven’t always helped. CA Cloud Service Management is a leap forward, a powerful but flexible solution that is built for speed—rapidly accelerating time-to-value where other SaaS solutions fall short. With CA Cloud Service Management, you can implement in days, configure without programmers, and automate end-user requests. A true SaaS solution means you get the latest capabilities the minute they are available and simplified pricing gives you predictable costs—no nickel and diming or haggling over complex pricing charges.

Cyber Risk Report 2015

Today's cyber world is an evolving landscape of known vulnerabilities and exploits coupled with new threats brought by new technologies. Security professionals must learn to protect their businesses from both.

The HP Cyber Risk Report 2015 brings the information you need to do that. This comprehensive study provides a broad view of the 2014 threat landscape. Then it drills down into specific technologies including open source, mobile, and the Internet of Things. Read the report to learn:

• The well-known vulnerabilities that continue to open the door to hackers
• The new technologies that introduce new avenues of attack
• Why secure coding still fails to protect data
• Why multi-layered defenses are critical to protection

The 2016 Cyber Risk Report

Hackers are finding new vulnerabilities in your IT environment and developing new ways to exploit them. To fight back, you've got to know what they know and understand how they attack. Cyber Risk Report 2016 culminates a year-long research by HPE Security Research, our industry-leading research arm. It brings you the information you need to understand the threat and plan your defenses. Read the full report to learn:

• Why 2015 was the year of collateral damage
• How hackers' targets are shifting from servers and OSs to applications
• The vulnerabilities most exploited by hackers in 2015
• The most common malware discovered in the wild

Veeam Data Center: The Challenge of The Always-On Business

The Veeam Data Center Availability Report 2014 investigates the increasing demands organizations face to provide an ‘Always-On Business’, what actions they are taking to meet those demands, and how successful their actions are. Following on from previous Veeam Data Protection Reports, this report investigates whether existing solutions can provide the always-on availability that businesses demand in the 21st Century.

Virtual Backup Strategies: Using Storage Snapshots for Backups

Effective data protection is a mandatory element in the modern IT environment. Historically, backup strategies were confined to the last few chapters in an administrator’s manual and treated like an afterthought. Now they sit firmly at the forefront of every CIO’s mind. The ability to continue business operations after a system failure and the need to fulfil stringent compliance requirements have made backup a necessity—not only for business continuity, but also for business survival. The question organizations need to ask about data protection is not whether to backup their data, but how to backup their data.

Providing security for software systems in the cloud

The software industry has learned that putting fancy boxes on the network doesn’t fix bad software. Especially if you’re using cloud-services, you need to focus on the risks they bring to the software you deploy. This paper details risks to software deployed in the cloud and tells you what steps you can take to mitigate those risks.

Mobility tech dossier: There’s an app for that, but is it secure?

Companies can’t move fast enough to meet customer and employee demand for mobile services. But security has eroded over the past decade as companies strive to create applications for multiple platforms by farming design and development out to subcontractors. This trend has strained the processes and governance put in place to ensure application security. Read this dossier for proven best practices to mitigate risk and embrace mobility without trepidation.

Making the Most of Data for Education

Today’s schools face a serious data problem. The problem isn’t that there’s too little data flowing though schools — or even that there’s too much of it — but rather that its use is too limited to provide the actionable insights into student performance that educators need. Student data, as it exists now, lives mainly in isolated silos that are compiled in static, state- and district-mandated reports issued with irregular frequency. Since data is often not accessible enough to teachers or administrators, students typically can’t benefit from timely interventions that could result from a close analysis of their performance, problem areas, and the strategies they most respond to.

**Intel and the Intel logo are trademarks of Intel Corporation in the U.S. and/or other countries.**

A New Model for Teaching and Learning

In an era when we challenge the status quo and institute new standards for teaching and learning, policy makers seek effective models. When we see success, we question how to take what works in that setting and recreate it in other places. The Science Leadership Academy, a partnership high school between the School District of Philadelphia and The Franklin Institute, has established a highly successful inquiry-driven, project-based high school, where more than 95% of graduates pursue some form of post-secondary education. The key to understanding what works at SLA is in the combination of pedagogy—having solid curriculum and methods that encourage students to learn how to learn—and commitment—shared beliefs and shared responsibility for success by all stakeholders. This white paper explores how SLA has built this successful teaching and learning model so that educators can replicate the model elsewhere.

**Intel and the Intel logo are trademarks of Intel Corporation in the U.S. and/or other countries.**

Driving Outcomes with One-to-One Initiatives in K-12

By putting mobile devices into the hands of every student and teacher in their schools, districts open the door for a richer, more individualized educational experience. Learning is no longer confined to a desk and classroom. Teachers, now with a wealth of high quality resources at their fingertips, can design activities that push the boundaries of the traditional classroom, inspiring creativity, exploration and new discoveries. Discover some of the outcomes that Clear Creek ISD and Northwest ISD have seen since implementing their 1 to 1 initiatives with Dell tablets.

**Intel and the Intel logo are trademarks of Intel Corporation in the U.S. and/or other countries.**