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Sky And Dxi Win Service Desk Institute Best Implementation Of An Itsm Solution Posted By: PRP London, UK ,April 24, 2015 – Fast improvements in productivity, analyst efficiency and interoperability win top honours for DXI and Sky DXI, a leader and innovator in cloud contact centre solutions, and Sky, have won the Service Desk Institute (SDI) award for ‘Best Implementation of an ITSM Solution’. The award was presented to the DXI and Sky teams at the SDI gala dinner hosted at the Hilton Birmingham Metropole on 22 April. The award was for the successful implementation of DXI’s EasyContactNow at Sky’s IT Service Desk. Part of Sky’s ‘Believe in Better’ philosophy, the deployment demonstrated within a very short period of time improved productivity, increased analyst efficiency and interoperability capabilities with existing systems . The intuitive EasyContactNow solution, which was introduced as a replacement for an on premise system, has enabled the service desk team of 30 to handle over 10,000 calls per month more efficiently, and deliver the high standard of support needed to meet the daily IT requirements of Sky’s 30,000 employees worldwide. Luca Pepere, DXI CEO commented; "We are thrilled to have won this prestigious award.



contact centre solution Fusion Ppt Awardee Prime Contract With International Monetary Fund To Deliver Itsm Consulting Posted By: Sydney Hardison Vienna, VA, January 23, 2014 – Fusion PPT, a recognized strategy and technology consulting firm, announced today that the International Monetary Fund (IMF) awarded Fusion PPT with a prime contract to deliver Information Technology Service Management (ITSM) consulting services. Fusion PPT will assist the IMF in evaluating, selecting, and implementing an ITSM tool suite to replace a legacy system. ITSM is a process-based approach that is aimed at optimizing IT service delivery by aligning delivery with business needs, focusing on the benefit to the customer. ITSM manages the delivery of end-to-end IT services using best practice process models such as the Information Technology Infrastructure Library (ITIL). Fusion PPT experts will utilize their in-depth experience with ITSM to provide technical and strategic guidance in the selection of a new ITSM tool to assist the IMF in achieving their Service Management-as-a-Service (SMaaS) objectives. The contract’s overall aim is to provide technical and strategic guidance to the IMF in selection of a new ITSM tool. The IMF expects to improve the efficiency and productivity of its IT operations through increased usability and simplicity with the new ITSM solution, and improved clarity of related procedures.

Fusion PPT Importance Of Agile Methodology In Software Landscape Posted By: pbrown

agile methodology Itsm Solutions-bettering Customer Relationships Posted By: pbrown

ITSM solutions Ensure Successful It Operations With Advanced Itsm Solutions Posted By: pbrown In any organization, the success of IT operations depends on well-defined processes and their consistent enforcement. In a service organization, the implementation of ITSM solutions helps strengthen the business process and improve the quality of Service Operations and Service Delivery. ITSM or Information Technology Service Management helps companies make processes more efficient and effective and extends into additional areas like processes and implementation to provide value added functionality. ITSM has evolved to facilitate and optimize assessment, planning, and implementation of ITIL best practices. Well-defined and optimally-implemented IT processes help organizations achieve Continual Service Improvements in various IT service areas such as Service Requests, Incidents, Problems and Change Management. Meeting customer expectations and understanding what is expected by a customer becomes amply clear to service providers. Therefore, in a customer-focused business operation, there is enhancement of customer satisfaction and the probability of customer retention. An effective ITSM solution must offer a workflow based configurable global platform for implementing ITSM processes distributed over multiple geographic locations and across multiple organizations that can be accessed 24×7 over the Web.


Change Management Solutions At Hand With It Help Desk Software Posted By: pbrown

IT help desk software It Service Management Tools For A Seamless Business Ecosystem Posted By: pbrown

IT service management Meeting Global Standards With The Best It Service Management Solutions Posted By: pbrown Providing better visibility into IT operations and functional services, IT service management is a methodology that enhances the quality of service operations and service delivery, and helps strengthen the IT processes as well. By determining specific processes IT service organizations can ensure greater productivity and customer reliability. Meeting customer expectations becomes easy by following the ITSM methodology. This service oriented approach manages IT infrastructure to deliver the best service, and focuses on organizing people and service operations in the most excellent way possible. Ideally there are various methods that enable IT service management (ITSM) and these methods follow intricate business rules that are established on the basis of Service Level Agreements (SLA) and other technical guidelines. IT service management involves investigation and resolution of issues and problems that may have been reported by a geographically distributed user base. As a result the processes are likely to change into something more complex because there is greater involvement from different quarters that includes service, engineering, finance and legal teams.

IT Service Management Strengthen Business Processes With Effective Itsm Software Solutions Posted By: pbrown With a large number of business services being managed by Information Technology these days, organizations are investing in Information Technology solutions to achieve maximum customer satisfaction. Providing better visibility into IT operations and functional services, IT Service Management (ITSM) is a methodology that has a straight forward approach towards the roles and responsibilities of people taking care of IT service operations. In any service organization, the implementation of IT processes strengthens the business process and enhances the quality of service operations and delivery. Meeting customer expectations and understanding what is anticipated by a customer becomes abundantly clear to service providers. IT service management personnel require solutions that can offer ways to solve user-reported problems and also ensure that such information are entered into a knowledgeable base for future reference. In any IT organization, the challenge is to be prepared to address any issues in these situations. It is also vital to preserve the prior process versions and also preserve the ability to go back to old process versions that are based on management directives.

IT service management Need For It Service Management Software Posted By: pbrown The modern day business environment is changing and evolving at a fast pace that in turn is influenced by business outsourcing, virtualization, globalization and many other factors. Hence, in order to compete and survive in this competitive and expanding market, organizations need to increase their agility. It is essential for them to be able to quickly adapt business processes to absorb and adapt to ever changing business conditions. This apart, to be able to drive business agility, they also need to deploy agile methodology in Information Technology resourced comprising network, hardware, people, processes and resort to efficient IT service management software. To be able to cope with and support business process changes is not an easy one. Organizations today are gradually becoming more and more virtualized as the business procedures are being increasingly disseminated across enterprises. Furthermore, the technology landscape is also significantly evolving with every passing day. The evolution of on-demand computing is increasing IT resources virtualization. However, in order to make matters a little more complicated, the emerging and changing service-oriented software infrastructure is evolving the IT service distribution across both the inside and outside sources within the company.

agile methodology Improve Internal Processes With Efficient It Service Management Softwa Posted By: pbrown Mainly due to the rapidly changing face of businesses and the pressure to become more cost-effective in the face of huge competition, many organizations do not have the requisite time or resources for process improvement. Every IT organization faces the challenges of delivering quality IT services aligned to business goals, enhancing service efficiency within a given budget, boosting return-on-investment (ROI) and synchronizing people, process and technology, etc. To overcome these challenges, it has become necessary to tackle them from a service perspective. By adopting such a method, enterprises acknowledge the significance of managing IT and their business necessities in a way that improved services could be assured with the best possible investment on resources, workflow and IT infrastructure. The implementation of ITSM processes helps strengthen the processes and enhance the quality of service operations in a software development life cycle. The IT service organization can achieve better productivity and customer reliability by establishing definite processes. Meeting customer expectations become easy by following the ITSM methodology as this facilitates customer-focused business operations for enhanced customer satisfaction and customer retention. In most cases, a single solution that processes all the necessary built in applications for IT Service Management is of great advantage.




software development life cycle Making Agile Methodology Work For Your Company Posted By: pbrown



Agile Methodology Benefits Of Implementing Test Management Tools Posted By: pbrown Testing is the procedure of exercising software in order to check whether it is capable of satisfying certain requirements and to detect errors. The key objectives of software testing is to recognize detects, non-conformance and other allied threats in a work product in order to communicate all known concerns to the project group and make sure that every issue is addressed in an apt manner prior to release. It also ensures that the system fulfils all the consumer requirements. Software test management is not a one-time activity. The applications need to be tested and reviewed all through their lifecycle. Each and every module addition, version upgrade or improvement along with other execution at every new site or the increase in user load, requires to be put through a comprehensive range of testing. Testing Practices in the Software Development Lifecycle A program that is written in an hour can be have numerous logical branches to review. This makes testing very time-consuming, labor extensive and an expensive part in the development cycle.




software development life cycle It Service Management: Gearing Up For Modern Business Challenges Posted By: pbrown Today’s business environment besides being technologically sound is also customer oriented. Customer satisfaction is a vital factor in retaining customers and gaining their loyalty which would lead to increased sales performance and profit generation. However, with the stiff competition prevalent among the business houses, organizations tend to invest tremendously in IT to achieve customer satisfaction. Nevertheless, the IT service organizations face a number of challenges in relation to their ability to deliver quality IT services, service efficiency and maximizing return-on-investment besides synchronizing people, process and technology. Organizations thus needed to focus on service-oriented IT management rather than technology-oriented one. IT service management is a methodology that provides larger visibility to IT operations and functional services. By deploying IT service management, enterprises have realized the significance of managing IT for business requirements and improving work flow and services. An ideal ITSM solution would be one that provides an efficient alignment between IT service operations and business goals and ensures quality, agility and performance. Leading service providers have designed and developed configurable, customizable cloud based ITSM solutions enabling organizations to deploy these as per requirements.




IT service management Utilities Of Requirement Management Tools Posted By: pbrown Requirement management most of the times play a crucial role within distributed software and systems development project in offering it ultimate success. To have an optimal and efficient management of requirements, a completely functional requirement management tool is imperative today. However there are two essential aspects of requirement management . They are:- * Reusability * Collaboration Collaboration forms the basic foundation for working together for knowledge and information sharing that helps in finishing tasks. In case of the recent software development practices, it is said that collaboration amidst various roles and teams working all through the geographic locations has become very important. All through the various stages of software development lifecycle, the requirements management phase occupies greater significance and collaboration. This is pertaining to the fact that numerous distributed stakeholders are required to create, review and approve of requirements. Eminent service providers of ALM integration tools today have introduced innovative requirement management tools that offer a rich and configurable, global environment for acquiring a suite of requirements, that collaborate on their development and trace deployment back to the specs.

integration tools Requirements Management Process With Integrated Tools Posted By: pbrown The application lifecycle management process is extremely crucial in software development. The ALM tools that you use must facilitate extensive integration so that all the requirements are fulfilled adequately and the final result is impressive. ALM integration can provide you with valuable insights regarding the progress of the software development project. It helps in deploying best practices and eliminates challenges faced by distributed development teams. The process leverages collaboration and efficiencies thereby accelerating performance deliveries and improving quality. All changes are easily managed and a cohesive platform is provided for a combined team effort. In order to develop optimum software you have to be sure about the requirements so that you can develop and deploy strategies as per the criteria that is based on the requirements analysis. It is very important to understand that requirements can also change at any given point of time. So your tools and processes must be extremely flexible so that these changes can be easily adopted and incorporated to fit the current scenario without creating any conflicts or rendering any damaging effects on the entire operation.




ALM integration Developments In It Service Desk Management Posted By: pbrown Over the past few years, service desks were only assigned to respond and record to user issues that took place in the environment. Today service desk analysts have become more proficient in handling this task. At the same time, the role and scope of the IT service desk has expanded in order to assist a wide range of IT management practices and IT companies need to match their solution to these evolved needs. The modern day service desk operates at the front office of IT and orchestrator of many IT service management activities that are included in ITIL best practices library. The process sections of problem and incident management, configuration management, change management, release management and others need to orchestrated and connected to benefit the service consumer. The IT Service Desk is changing Today the responsibilities of the ITSM tools are changing as well as expanding. The primary responsibility is to improve the consumer satisfaction. This is done by functioning as the single contact point for all the IT customers to maximize the service accessibility, restore services whenever possible and offers business systems assistance.

ALM integration Importance Of Oslc Tools Integration Posted By: pbrown Software development process or software development lifecycle (SDLC) is a comprehensive framework that describes the various phases and the various activities that need to be performed at each phase of software development. It is a complicated process where the software development team has to go through various stages namely * Initiation * System Concept Development and Planning * Requirements analysis * Design * Development * Testing * Implementation * Maintenance * Disposition However, blind adherence to the various development stages will not guarantee success. The software development process must involve careful planning, meticulous execution, good communication and prompt reaction. Only then, the software development team can develop software that conforms to customer requirements. The different stakeholders in the software development process namely requirements analysts, architects, developers, coders, testers, managers and operations personnel require various tools to manage and support the different phases of the software development process. The different tools required by the software development team include requirements management tools, test management tools, issues management tools, risk management tools, release management tools, and project management tools. Let us look at the role of some of these tools in software development process.


SDLC Smart Service Desk – Print Govern Solution! Posted By: smartservicedesk


Service Desk Effective Solutions To Seamlessly Integrate The Components Of Itsm Posted By: pbrown

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