Service management Whitepapers


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SLAs – Theory vs Practice
By REMASYS | 4/7/2013

Many organisations rely on Service Level Agreements (SLAs) with their IT service providers to ensure that they are receiving the service for which they are paying. While the theory associated with using SLAs as a service management mechanism is appealingly straightforward, in practice SLAs are too often a poor or ineffective tool because of the way in which they are defined and measured. Read more about some of the common pitfalls and suggest how to avoid them.

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Great Online Customer Experience Means More Revenues for Your Business
By REMASYS | 4/7/2013

There is a tectonic shift underway which underpins an unprecedented growth in ecommerce. The proliferation of mobile devices, especially tablets, is changing the way we search and purchase goods and services. This whitepaper outlines at a high level the fundamental change in consumer behaviour and its impact on ecommerce, takes a closer look at why well performing online services are critical to the success of ecommerce and what can be done to ensure that they always perform at peak. Read on.

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Faster Reporting Whist Enhancing Data Centre Visibility
By Symantec | 16/9/2013

When big retailers and manufacturers want to better understand their customers' preferences and buying patterns, they look to market research. In this case study we look at how NPD Group, a leading market research firm, enhanced their visibility into its multi-vendor, multi-platform server and storage environment, as well as build a file syustem that would allow concurrent access to shared storage in a distributed environment. Download for more.

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The contribution of DevOps to ICT service management
By UXC | 25/8/2014

UXC Connect’s Jesmond Psaila says that DevOps can do for IT operations what Agile did for software development. This paper demonstrates how, by combining both approaches, you can significantly improve operational efficiency and time-to-market. • Marketing and development teams want to constantly change or increase functionality, while IT operations teams want to keep the environment as stable as possible • Agile software development and virtualisation have not solved the time-to-value problem faced by marketing and IT operations teams • Recent movements in DevOps aim to address and redefine a more agile service management platform, while new tools have vastly improved functionality to configure and automate common processes

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