Process-Based ITSM | An HDI Solution Center

6 Steps to Competitive Dominance: Where the IT Rubber Meets the Road

IT operations are evolving rapidly. Virtualization, the cloud, revenue-generating apps, web services consumed and delivered: all these and more make today’s operations vastly different than those of even a few years ago. This changed environment has led to new operational realities. Five trends are emerging as vitally important for operations teams to understand and master. Read More »

Build or Buy: An ITSM Solution Decision Guide

Many organizations are looking for complete ITSM solutions that enable them to rapidly adopt ITIL best practices and achieve the vision of “IT as a Service.” But is it better to build your own or buy one ready-made?

Orchestrated Service Management: A Practical Guide For Comparing ITSM Solutions

Many ITSM systems are expensive, rigid, and unfriendly. Conversely, Orchestrated Service Management—a new process-driven approach to ITSM—resolves many of the challenges inherent in traditional ITSM offerings. This white paper provides a template for IT leaders to use when evaluating modern ITSM systems.

The Service Desk Evaluator's RFI Template

If you're currently comparing IT service desk solutions, you need a comprehensive checklist to track each offering's value. The IT service management (ITSM) experts at Serena Software recently interviewed a variety of customers and created an easy-to-use, customizable RFI template, based on actual customers' most frequently asked questions. This RFI template can be adapted to align with your specific project needs and goals.

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A How-To Guide to Bridging the Dev-Ops Divide

Developers develop and operators operate. That mantra just doesn't cut it anymore. Businesses are increasingly impatient with IT organizations that operate in silos and do not deliver reliable applications and services on time and within budget. In this white paper, the analyst firm Creative Intellect Consulting outlines the business value derived from greater alignment and collaboration in strengthening development and IT service management (ITSM) interactions.

How to Transform IT with Process-Based ITSM

IT organizations are looking for means to transform themselves into true service providers. Forrester Research's principal analyst Eveline Oehrlich discusses how a process-based approach to IT service management (ITSM) can help. Some of the topics covered in this webcast include taking service management beyond break-fix; bridging the IT operations and application development gap; improving self-service with a modern, unified service request center; and marketing IT services using a service catalog.

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Why SunGard Selected Serena Software for ITSM

SunGard outlines its reasons for selecting Serena Service Manager to replace an outdated Lotus Notes-based service desk solution and provides practical tips to consider while evaluating and implementing a modern ITSM solution.