Lucent Technologies is aiming to provide IT managers with the ability to manage multiple services from a single location. The Intelligent Service Manager (ISM) is a software platform supporting Web-based provisioning which will allow customers, via...
Ex-Irish state owned telco, Eircom, has implemented a £320,000 service management application for all of its service operations. Called SORTS (Service Order Reporting and Tracking System), the programme tracks all of Eircom's service orders, for...
Also used in IT project management is the IT infrastructure library (ITIL), the British Standards Institution's Standard for IT Service Management (BS 15000). Prince 2 is widely available and like ITIL, is supervised by its creator, the OGC.
Service management of corporate IT will never work without solid operational processes, argues Quocirca analyst Jon Collins. We hear a lot about how we should organise our IT infrastructures to provide an effective service to the business.
But satisfaction with the results is patchy with almost one in five of the total sample saying SOA has created unexpected complexity. Examples of best practice amongst leading edge adopters include IT infrastructure library (Itil), service desks...
The hotelier is now integrating its LANdesk desktop management system with an ITIL compliant offering from service management specialist Touchpaper, which allows system incidents to be monitored centrally and work apportioned from a central hub.
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