Industry Report: Primary Industries

Industries such as Forestry, Fishing and Mining invest large sums in technology solutions every year. Make every dollar count. Find out where others in your industry sector are targeting their budgetary spend and allocating IT staffing resources.

Industry Report: Transportation, Utilities and Communications

Complexity is a critical challenge faced by IT departments in the Transportation, Utilities, and Communications industries. Ongoing evaluation of priorities, operations and budgets is essential. Compare against your industry peers to make the...

Industry Report: Wholesale & Retail

Wholesale & Retail IT departments operate in highly competitive environments. Supply chain management, demand forecasting, and inventory management place pressure on IT decision makers to be innovative. Supplement your arsenal of...

Improving IT Service Management

IT service management is the new normal. Organizations experiencing increasing business demands, inadequate IT/business alignment and poor performance will benefit from increased service management maturity. Achieving mature ITSM practices leads...

Cisco Unified Computing System: Unleashing the Power of Virtualization

Cisco is establishing itself as a player in the virtualization market with two products of its Unified Computing System (UCS): the B-series, and the C-series. Advantages of the UCS include a reduction in data center operating costs, simplified...

Partner Financing: Cisco Extends an Olive Branch to Channel Partners

Cisco Capital now offers 90-day terms (increased from 60 days) as part of a new stimulus package, and also expands their current extended-terms financing program so that more partners can participate in the future. This is to ensure that price...

SLAs Drive Successful App Maintenance Outsourcing Contracts

The inclusion of clear Service Level Agreements (SLAs) in application maintenance outsourcing (AMO) contracts is an important component of outsourcing success. Follow the successful strategies of two IT professionals who structured their AMO...

Service Management Improvement Case Study: Slow and Steady Wins

Service management improvement can take years to implement successfully as it requires a fundamental change to the way IT operates. To ensure the process is built into the overall business strategy, build transparency into IT's plans and costs...

Case Study: The Impact of Corporate Culture on ITSM Improvement Initiatives

A reactive organizational culture can often be an impediment to service management improvement. Lessons learned by an IT manager at a large health care organization can be applied to organizations with similar challenges. This example...

Case Study: Satisfied End Users Can Disguise Service Desk Inefficiencies

While having satisfied end users may mean that incident management practices are responsive, it does not mean that the organization's service management discipline is successful. An over-emphasis on one process, such as incident management, can...