ITIL White Papers

The service desk of the future will need to keep on top of metrics and be able to provide reports that demonstrate business value and drive service improvements. That’s why this report advocates starting a comprehensive metrics programme now to ensure that you’re ready for the future (it’s never too early to start collecting data). The service desk has always been the customer-facing portal into IT, it’s future role will be to measure the performance of technology services, act as the ‘dashboard’ for assessing the success of the services operation and provide pertinent, timely and useful information to the business to enable them to make informed decisions.

While information security continues to evolve in sophistication, attacking networks and stealing information has arguably become easier due to popular new technologies that introduce loopholes in enterprise security.

Industry leaders are engaging in multichannel integration for some very good reasons. More effective cross-channel strategies lead to more satisfied consumers as well as more efficient, more profitable retail operations. In fact, as the survey indicates, consumers expect integrated multichannel experience from their favorite brands.

Get 3 big ideas from Steven M.R. Covey on how to demonstrate and profoundly impact the level of trust in your relationships, your team and your organisation.

The real state of data protection is actually quite different for both environments and depends upon a number of factors, some of which are discussed here.

This white paper will discuss the hidden costs of in-house IT organisation, why organizations should consider managed services and what organisations look for in a managed service provider.

This white paper will discuss the importance of an automated IT systems management solution, discuss what features SME IT professionals should look for in a solution and different types of IT systems management solutions.

Download this white paper from Service Desk Institute for a careful consideration of the challenges the service desk of the future will face and the steps that need to be taken now to be prepared.

Are you an Extreme Leader? Do you aspire to be one? This handbook draws upon lessons from The Radical Leap Re-Energised by leadership expert Steve Farber, offering tips for taking your leadership to the next level.

In this whitepaper, you will learn about three essential things to consider when evaluating and selecting an outsourcing partner for database administration.

Leonard Niebo, Director of IT for Brick Township Public Schools leads a discussion on overcoming the roadblocks of a manual auditing process, specialized computing needs, and incidents of loss and theft.

Automotive Dealer solution to affordable protection of customer files from identity theft and legal exposure.

Discover how to meet your needs for a flexible, scalable, and configurable cloud. BMC Cloud Lifecycle Management 2.0 makes it easier than ever to deliver the right cloud for your business - watch the demo to see it for yourself.

This document provides guidance on how to design and architect a scalable Microsoft applications mixed workload solution.

DCI implemented NetApp storage to complement VMware for cost savings, data/business protection, plus cloud-enabled IT service delivery.

An organization cannot sustain long-term success without managing its information effectively... Building a foundation for information governance is your next step.

In this white paper, find out how to improve mail server performance and boost user productivity by integrating a secure, cloud-based solution

3 Reasons To Evaluate Serena When Replacing Or Extending Existing Service Desk Solutions

Serena Service Manager solution, recognises the strong demand for easily adopted ITIL compliant compliant solutions.

Read this IDC Executive Brief to see how MPLS facilitates cost-effective and converged wide area networking with a high level of security and flexibility

The survey findings paint an interesting picture - and an interesting disconnect. The very features that businesses are demanding before they will move to a SaaS solution (such as proven cost-effectiveness advantages over on-premise solutions) are benefits that many businesses are already enjoying from their SaaS solutions.

The internet has become a key business tool for organisations in all types of industry and its importance continues to grow as an ever wider range of devices, such as smartphones, allow immediate, always-on connectivity. Its importance is not lost on hackers, who are looking to attack networks via the web as many see this as the greatest opportunity for their exploits to be successful. Their chances of success only increase with growing demand for interactivity of services and more collaboration, leading to ever more sensitive information flowing around communications networks.

Small businesses, representing companies with fewer than 500 employees, represent 99.9% of all employers in the UK1, and 99.7% of US employers2. As such, they are a substantial economic driver, and can be considered part of the critical national infrastructure, meaning that their security readiness is a significant issue. As a leader in the campaign to secure companies of all sizes against cyber attack, Web security company Webroot undertook a survey to help increase the understanding of small to medium-sized business (SMB) security awareness and readiness. Webroot sampled businesses across the US, the UK, and Australia, and used responses from organisations of various sizes to help gauge the security stance of SMBs in context.

Computer and networking technologies continue to evolve rapidly, enabling previously unthought-of ways of communicating and collaborating with our peers, suppliers and clients. Unfortunately, they have also created new opportunities for cybercrime - the bad guys are using the distributed power of the internet to maximise their reach and impact. From an IT security perspective we still follow approaches and practices that are more than two decades old. The old models neither support today's business activities, nor do they protect against the sophisticated and highly targeted attacks that are becoming prevalent.

Discover the advantages of a managed server and learn what to look for when shopping for a managed private server provider.