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Next Practices in Business Service Management

 

 

site sponsor: Service-Now

The Service-now.com enterprise IT service management platform combines ITIL process support and SaaS delivery to provide a flexible, intuitive and self-managing application in the cloud. Founded in 2004, Service-now.com is built on a customer-centric business model and agile application services to help transform IT. According to the 2010 Inc. 500 list, Service-now.com is the fastest-growing IT management software company.

LEARN, SHARE & CONNECT at Knowledge11, the Service-now.com global user conference in San Diego, May 15 – 19, 2011. Knowledge11 is the educational and networking event of the year designed to help transform IT in a new era of software.

With several tracks offering extensive education and training for IT professionals, Knowledge11 promises to sharpen and expand Service-now.com technical skills, help new community members get the most out of their Service-now.com investment, and expose IT leaders to business transformation strategies and best practices.

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Achieving BSM Maturity through Service-Now.com
by
Bill Keyworth

Servicenow.com exhibits uncommon clarity on how its products and services deliver business value at multiple levels of the BSM maturity model

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MORE INFORMATION

CIO Discussion: Keeping the Lights On, When It Matters

CIO Discussion: Keeping the Lights On, When It Matters

How today’s CIOs deliver strategic IT

Service-now.com recently brought together nine enterprise CIOs and IT leaders to discuss how to successfully execute IT strategy in today’s world. In the roundtable discussion, they shared their experiences and pooled their thoughts on modern best practice for delivering IT services. This white papers captures the discussion and describes their approach to defining and executing IT strategy.

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Managing the Cloud

Managing the Cloud

Service-now.com

At Service-now.com, we believe the cloud is revolutionary, but it doesn’t have to be a problem. With the monitoring, management, integration and automation capabilities of our product, the cloud can be deployed opportunistically without creating a mess. While other SaaS vendors look to take the power of the cloud away from IT by hiding its power inside applications, Service-now.com is helping to give it back by making it possible to leverage each type of resource for maximum benefit without creating a mess. This paper will provide the advantages of bringing the cloud to your data center.

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SaaS Economics

SaaS Economics

Service-now.com

Legacy ITSM solutions carry a hefty price tag from the get-go. Tally up spending on customizations, piece-part licensing and upgrades, and the cost of ownership can reach obscene proportions. When delivered on demand in a software-as-a-service (SaaS) model, ITSM gets a whole lot more palatable from a total-cost-of-ownership (TCO) perspective. No need to invest big bucks up front, or choke down hidden charges, exorbitant maintenance fees that emerge over time or pricey consulting fees that crop up every time you want to do more than a little tweak. Rather, you pay only for what you need, when you need it, based on subscription pricing for flat-cost predictability. This paper explains why the safe bet is no longer the smart bet.

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A Brief History of Software as a Service

A Brief History of Software as a Service

Service-now.com

The market trend-spotters agree: SaaS is the next big step in the logical evolution of software. Just as businesses replaced the water wheel with electric power from a grid, IT and software have moved far beyond sneakernets, fat fingers, patches and CDs. But not every alternative to traditional software includes all of the benefits of true SaaS. For users to better ensure their business needs and goals are addressed, it’s important to understand the differences between traditional software, software offered by Application Service Providers and the different flavors of SaaS. This paper will provide a brief history of SaaS.

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Help Desk Help

Help Desk Help

Service-now.com

At a growing number of businesses, help desks need help themselves. For years, companies needing to resolve incidents and problems have relied on traditional help desk systems. Among the most popular of these has been HP's Service Desk offering, part of that company's venerable OpenView IT management portfolio. However, in recent months HP Service Desk users have been plagued by uncertainty concerning the future of the offering.

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Service-now.com Corporate Brochure

Service-now.com Corporate Brochure

Service-now.com

Using the internet as the development and delivery platform, Service-now.com has taken intuitive Web 2.0 technologies, ITIL V3 standards, and a unique SaaS delivery model and packaged them into an affordable, enterprise scalable application. The results: all Service-now.com customers are on the current version receiving cutting-edge technology three times a year, able to implement ITIL processes faster and focus resources on driving the business forward.

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"Why Doesn't the Business Drive BSM?
A Value-Driven Business Service Management Maturity Model
"
by Bill Keyworth and Rick Berzle

The negative impact of IT organizations being culturally and functionally disconnected from their business community is escalating.  As evidenced by the push to bypass traditional IT options through Cloud and SaaS initiatives, IT must enhance how technology is provisioned for the business.

BSMReview's Bill Keyworth and Rick Berzle evaluate the management of IT services from the perspective of the business, a.k.a. “business service management.” 

The BSM Maturity Model described in this ground-breaking paper covers 5 levels:bsm levels

The guidelines for understanding the new imperatives for IT are described in detail. The paper will help IT executives answer two critical questions:

  • What is the “next practice” for achieving a higher level of business maturity in maintaining, servicing, controlling and governing IT? 
  • How does IT connect with the business in such a way that they can understand, appreciate and benefit from the management and delivery of IT services? 

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