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Service-Centric IT Management

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Seven Essentials for a Top-Performing IT Help Desk By Ujjwal Sood, product analyst, ManageEngine The help desk forms the backbone of IT operations for many federal, state and local government agencies. In fact, the cross-functional nature of its operation means the help desk directly impacts productivity and is an essential part of what enables an agency to meet its stakeholder needs. However, owing to increasingly complex IT environments, managers struggle to ensure that their help desks are operating at optimum efficiency. This seven-point guide will help IT managers ensure their help desks deliver exceptional service while maximizing productivity. 1. Create the right structure: Properly structuring an IT help desk can greatly improve its efficiency. Organize help desks into multiple levels or tiers. In a three-tier help desk, for example, tier 0 can be a self-serv... (more)

Neebula Promotes Service-Centric IT Management to the Cloud

Neebula Systems, a provider of business-level service modeling, management, and automated full-stack discovery and dependency mapping solutions, invites customers to preview the Neebula ServiceWatch solution in the cloud.  For the first time, IT managers will be able to use a Software-as-a-Service (SaaS)-based product to quickly and effectively discover and map IT resources - hardware and software - that make up a specific business service. This eliminates the long, labor-intensive process of installing on-premise software and then manually discovering and mapping IT resources. Neebula ServiceWatch is a top-down, business-level discovery and dependency mapping product which leverages patented technology to automate the entire service modeling process, requiring no manual intervention. Neebula ServiceWatch employs the service models to assist IT administrators in m... (more)

HP’s VP of Software & Solutions to Present at Cloud Expo Silicon Valley

Cloud Expo Silicon Valley $800 Savings here! The IT industry is on the cusp of a new cloud computing era. The '90s were focused on e-business, the late 2000s on IT as a Service, and we are now entering the era of "everything as a service." IT has become business service centric, a service broker for the enterprise, resulting in a new business model for IT. IT organizations that fail to change the fundamentals of how they get work done risk becoming marginalized. In his session at the 7th International Cloud Expo, Kevin Bury, vice president of Software as a Service for the Software & Solutions organization at HP , will discuss why it's imperative for IT to become business service focused and how to ensure risk mitigation, cost optimization and differentiation. Explore Cloud Expo Sponsorship & Exhibit Opportunities ! Speaker Bio: Kevin Bury is vice president of Softw... (more)

Survey Shows IT Struggling with Service Model Implementations

Enterprise information technology (IT) staffs spend significant time struggling to keep up with change management, as well as trying to improve overall end-user service quality. To address these issues, IT managers have implemented service modeling projects, which have helped make some progress but there is still far from universal satisfaction, according to a new survey by Neebula Systems. Organizations with more than 500 employees were asked about their priorities in managing IT operations, as well as objectives for and satisfaction with the results of service modeling projects. The responses indicated that service modeling becomes more difficult as data centers become more complex and that IT professionals are employing lots of different technologies to address their issues. Neebula is the leading provider of business-level service modeling, management, and au... (more)

Service Desk Benefits

With a growing number of software developers and computer applications, computers systems are revised and renewed every day. Computer systems can become so large that they will need the expertise of a computerized Service Desk, which will help integrate a growing organization to get maximum benefits, which might otherwise get lost in the day-to-day workings. A help desk or a service desk is designed to give “a single point of contact” where you can find answers to all technical questions about computers and other IT related issues. The help desk pulls in all the data and makes a common shared database, which can be paper-based, or display through a spreadsheet, or a virtual database. The help desk will follow a highly standardized and orderly function to make any request easy and provide the right technical support.  Therefore, the service desk team must know all t... (more)

Gartner & IDC Split on Server Fortunes

Worldwide server shipments were up 1.4% in Q2, according to Gartner, but paid less. Revenues were off 2.9%. HP, which sells more servers than anybody else, was down 5% on both shipments and revenues. Server ships in the US were up 8.4% bringing in revenues up 6.5%. Gartner blames delayed buying ahead of new introduction and spending constraints. IBM, for instance, just brought out its new System zEC12 mainframes this week and new Unix boxes are coming. One can't help but wonder if virtualization is also having an impact. Gartner is expecting a return to single-digit growth. IDC was more negative. By its count vendors shipped two million servers, down 3.6%, the first shipment decline in three years. Revenues were down 4.8% to $12.6 billion. Industry-standard servers were off 7.6% at the high end ($250,000 or more) and 11.2% in the mid-range. Counting all sizes, 1.9 ... (more)

The Next Big Leap: Everything is a Business Service

Since the 1970s, authors like Alvin Toffler[1], Daniel Bell[2] and John Naisbitt[3] have predicted the post-industrial society. They forecast the end of the industrial era and the dominance of services and information. This is not a new message; the entire service provider industry has reformed around this idea, and in the USA today non-manufacturing industries account for almost 90 percent of the economy. Virtually every product today has a service component to it and many products have been transformed into services. One of the most interesting examples of this is the Amazon Kindle service which provides an integrated front end to a wide range of Amazon services. The Kindle service optimizes purchases of books plus access to library and new services and automatically synchronizes all the devices the user may use to access the services including the Kindle reader, s... (more)

Red Hat Previews its OpenStack Distribution

Red Hat has released a public preview of its OpenStack IaaS distribution a couple of weeks after Rackspace got the ball rolling and went production with the open source stuff on its own public cloud. Red Hat, the third-biggest contributor to the current Essex release, is being a bit more circumspect about it. Its stuff is unsupported at this point. It says it’s making sure the thing is enterprise-worthy, stable and certified apropos of introducing it as an enterprise subscription product. Whether Essex meets those criteria is reportedly debatable but Red Hat maintains that it will be the “industry’s only enterprise-ready OpenStack distribution.” Red Hat is betting on the hybrid cloud and expects OpenStack to be an important component of its hybrid cloud architecture by letting an IT organization stand up a cloud at a service provider. Apparently it’s got an early g... (more)

Why Home Automation Needs a Real-Time Service Provider

You may not realize it, but your house is getting smarter. Devices that were once entirely manually controlled, whether it's your thermostat, the locks on your doors, or your porch lights, are now entering an era of autonomy, and the list of devices in the home automation spectrum is continuing to grow. Now that the masses are armed with smartphones, why shouldn't you be able to control your home...when you're not home? Home automation is getting more advanced, smarter, and more streamlined by the day. When you flip a light switch, you expect that light bulb to turn on instantly. For a home automation solution, you need that exact same functionality when controlling your home from a smartphone app; the same speed and reliability. It's gone beyond just being able to schedule your lights to turn on at a certain time. Users now expect to be able to monitor their home's... (more)

Monetizing Cloud Services Brokerage | Part 3

In a previous blog on Cloud Services Brokerage (CSB), I promised to return briefly to the topic of CSB monetization. The term CSB can refer to both to the activity of brokering cloud services, or to the software application (or suite of applications) used to manage that activity. The activity of brokering cloud services can be carried out within an enterprise, as an internal support function, or performed as a paid-for service by a third party. So just to be clear, the discussion in today's blog is all about the monetization of CSB as a service when provided by a CSB service provider. The scope of CSB need not be limited to Software-as-a-Service (SaaS). To provide a complete cloud service, a broker might also offer IaaS and/or PaaS. The CSB service might also include desktop tools to help the customer, and also some good old-fashioned consulting. The CSB may be a ... (more)

Automating IT Operations Delivers Faster Payback in Existing Investments

Seeking to make existing investments in IT Service Management software more productive and cost-effective, Neebula announces integration of its automated discovery and mapping with ServiceNow's configuration management database (CMDB). "IT managers have invested a lot of time and money into legacy systems but only 1 percent of enterprises has realized the value of business service models," said Yuval Cohen, CEO of Neebula Systems. "Our software addresses this gap providing an immediate return-on-investment that is simply not possible with traditional approaches to discovery and topological service map creation." Neebula's automated approach does in hours and days what typically takes weeks and months. Now, output from Neebula can be used to populate the ServiceNow CMDB. Why not use ServiceNow's existing service modeling capabilities for this? That approach requir... (more)