Service Management
Description
Addresses long-standing ITSM concerns such as staff efficiency and cost reduction. At the same time, it mitigates business risk and drives business value by applying three key principles.
Compelling Business Reason (CBR)
Today’s business-driven IT company must answer unprecedented, wide-ranging questions, including What do I have? Where is it? How well is it working? How much does it cost? Who has access to it? How well does it support my business mission? Companies want to answers these questions and transform IT into a business driven enterprise. Forrester: Only one out of three IT organizations are rigorously measuring performance.Benefits(1) Continuously measure and optimize IT value to the business by proactively monitoring service levels to deliver expected performance, make informed decisions to balance cost and service quality, and provide decision-makers with actionable key performance indicators across the ITIL v3 service lifecycle.(2) Optimize cost control by automating IT services, processes, and tasks by help IT managers standardize and automate best practices to increase staff efficiency and reduce spending, integrate end-to-end service delivery, and fully understand the total cost.
ROI
(1) IDC: 40% better efficiency on Incident and Help Desk support(2) IDC: 32.75% reduction in downtime and 36% increase in IT staff productivity(3) KCS: 30% decrease in operational costs of calls and incidents(4) IDC: 28% reduction in staff time for change mgmt; 50-80% reduction in cycle times
Product Information
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