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Title Report Type Release Date  Author Abstract
Facing the Service Management Chasm: How Business Applications Crumble in the Real World White Paper 05/18/2005 Dennis Drogseth This report presents EMA research that captures critical time junctures in the process of resolving application service problems. More specifically, the report addresses time to awareness, time to diagnosis, time to fix, and time to validate that an ...
Why Infrastructure Change Automation is a Cornerstone to Effective IT Service Management (ITSM) White Paper 05/11/2005 Dennis Drogseth The Network Change and Configuration market offers executives interested in pursuing service management initiatives a chance to automate critical change and configuration management issues with enhanced accountability to support IT governance and com...
The Real Value Chargeback Accounting: Why Capturing Service and Asset Usage is Essential for IT-to-Business Alignment White Paper 05/10/2005 Dennis Drogseth Understanding how and why IT customers use services is critical to service planning as well as effectively managing costs and optimizing resources for business needs. The relationship of chargeback accounting, asset management, capacity planning and ...
Developing Manageable Applications Using ITIL Best Practices White Paper 05/03/2005 EMA Staff The Information Technology Infrastructure Library (ITIL) has gained acceptance in European and North American markets as a guiding methodology for best practices in delivering IT services. So far, ITIL adopters have focused on Service Support and Ser...
Everdream's Software as a Service: Evaluating the Alternatives for PC Management White Paper 04/25/2005 EMA Staff A comparison of the approaches for PC Management -- Build/buy or software as a service. Everdream offers PC Management that is delivered through Software as a Service.
Altiris Partnering with Dell for Server Upgrade Management White Paper 04/22/2005 EMA Staff For those with a lot of Dell systems, Altiris has enhanced the capabilities that administrators have to manage their Dell server gear from a single management interface. Altiris already had some Dell management code built into their software technolo...
Lowering Risk in Today's IT Enterprise through Best Practice Initiatives White Paper 04/14/2005 EMA Staff To better understand how IT managers view the problem of change management and how they are addressing it, EMA conducted an on-line survey. This paper reports results from 204 IT professionals in larger organizations -- those with 500 or more employe...
ITIL Best Practices Drive Need for End-User Systems Management White Paper 04/13/2005 EMA Staff Reflectent's product, called EdgeSight™ gives IT organizations a way to more proactively manage changes on the desktop. EdgeSight, an agent-based technology, monitors end-user systems and servers for any changes to the current state, periodical...
Intelliden Integrates Business with Network Demands Through "Associative Networking" White Paper 04/12/2005 Dennis Drogseth Intelliden is the industry leader in providing an operational workflow focus to advanced network change, configuration and compliance management, particularly in large networks and core OSS or carrier environments. Intelliden`Associate Networking de...
Mapping NetScout's nGenius Performance Manager to ITIL Processes White Paper 03/31/2005 Dennis Drogseth This white paper underscores how NetScout's nGenius solution supports critical processes related to IT Service Management (ITSM) as defined by ITIL (the IT Infrastructure Library). The critical processes focus primarily on Service Support (for day to...
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