Effective IT service management is an ongoing battle of aligning in-house capabilities with demand in an increasingly complex operating environment. According to recent CIO Magazine research, while IT leaders understand the significance of an integrated set of service and asset management processes, very few have a fully integrated solution in place.

IT must discover new ways of working to increase efficiencies and contain costs – without sacrificing the service it delivers.  This executive briefing features real world examples highlighting new areas of incident through resolution process automation, resulting in dramatic improvements to First Contact Resolution and Mean Time To Resolution metrics.  Learn more about best practices incident, problem and change management based on ITIL.  Discover how IT can transition away from its traditional fire fighting role to directly impact and optimize IT metrics and deliver bottom line results.

IT organizations face a steady increase in service requests and yet are required to optimize their service desk resources.  Rather than focusing on increasing labor, IT must increase process efficiencies by introducing new areas of automation.  IT is responding by centralizing their call center to create a “single-point-of-contact” service desk.  This executive briefing features real world benefits gained from shifting customer communication to Self Service.  FrontRange presents a unique approach to Self Service when Voice and Web Self Service are combined to deliver a superior level of service to your most demanding customer groups.

IT organizations are under heightened pressure to do more with less and working within reduced budgets.  A critical area for cost containment is the skyrocketing cost of desktop and enterprise software.  Software is a big ticket budget item that can offer a big payback in terms of savings when IT organizations get a handle on license management.  Many companies only consider license management when confronted with software audits, which are on the rise.  This executive briefing presents a step-by-step approach to optimize your software budget and reduce support costs and compliance risk.

Today’s economic challenges are forcing IT organizations to look under every rock to find new areas to contain costs.  An often overlooked areas for cost reduction is automating day-to-day- software management processes.  Software failures can cause a business’s operations to grind to a halt, costing the company millions in lost productivity and revenue.  Time translates to money when critical business functions are impacted by software malfunctions.  Discover how infrastructure management tools can turn your IT service agents into a rapid response team.  When the service desk is armed with automation tools to quickly diagnose and bring software back in compliance and functioning – the business benefits can be enormous.

In today’s unforgiving economy, a single mistake can compromise your productivity and cause your customers to run to the competition. Yet global 2000 IT organizations continue to squander billions of dollars annually through lost productivity and lost revenue opportunities because they fail to automate and continuously improve their business processes.

There is no “silver bullet” when it comes to estimating efficiency gains IT can achieve when implementing a best practices IT Service Management solution.  Most IT organizations know there is tremendous value in investing in maturing their IT service capabilities based on ITIL® or other industry frameworks.  However, when management requires an up-front quantification exercise, where do you start?  This whitepaper presents real company ROI results based on extensive industry research conducted by IDC.  Process-specific benefits are highlighted – providing you with industry guidance to develop your own soft and hard ROI savings projections.

The real-time enterprise and the ability to have accurate and accessible information from your service desk is a desire expressed by IT managers worldwide. Despite the challenges, realizing this vision has its obvious advantages, operational inconsistencies are eliminated and users gain real-time access to accurate IT information, bottom line, the entire enterprise becomes more responsive and competitive.

The Sarbanes-Oxley Act of 2002 (SOX) continues to challenge and befuddle IT shops and risk/compliance management organizations. The scope of SOX has initially been interpreted more broadly than intended by the SEC as a result of a lack of clarity on the role of IT in meeting the regulation. IT has now come to a greater focus and understanding of the specific requirements of SOX but also needs to consider ways in which SOX compliance can be combined with similar governance policies and compliance obligations.