Archive for the White Papers Category

• September 9th, 2010
  Service Desk Success: An opportunity for differentiation
  

  In a world of multi-media and globalization, it is a constant struggle for organizations to standout in a saturated marketplace. Be the business financial, educational, private, health or not-for-profit, the need to positively differentiate from competitors is the only way to gain an edge over the ever-present competition.

• May 24th, 2010
  Web 2.0 Driving Service Oriented Architectures in ITSM
  

  There is no doubt that Rich Internet Applications (RIAs) have taken the Web by storm. The meteoric rise in popularity of RIA has been accompanied by the introduction of the term “Web 2.0”, which conveys a whole new way of delivering Web based applications to enterprise users. Facilitated by technologies such as Ajax, RIAs deliver the power and flexibility of desktop applications but with the convenience and cost savings of running software in a standard browser.

• May 24th, 2010
  Web Services and IT Service Management
  

  Enterprises currently faced with the challenge of integrating and extending their investments in sophisticated business applications such as ERP, CRM and Service Desk, are increasingly turning to Web services. As a result, many businesses looking to better leverage their IT assets and provide their organizations with the agility needed to stay competitive in today’s economy are now Web service enabling their IT infrastructure. The ultimate goal of these efforts is to increase enterprise efficiency, improve customer satisfaction and increase profitability.

• May 24th, 2010
  Thinking Service Not Servers
  

  Organizations today rely heavily on IT to deliver corporate objectives and strategic goals, while maintaining day-to-day operations. This dependency demands that IT service and support departments reduce costs, manage risks and improve technological and employee efficiency.

• May 24th, 2010
  J2EE and Scripting Languages
  

  Many Help Desk and Service Management applications claim to be web- enabled although they fail to integrate with most open standard interfaces and services now widely used across the majority of organizations. The following contrasts PHP (Hypertext Preprocessor) and Perl scripted applications claim of being web-enabled versus a multi-tiered application server solution.

• May 24th, 2010
  MySQL LiveTime Enterprise Certification
  

  LiveTime Service Manager is an ITIL Certified service management tool which is heavily dependent on persistent data. For purposes of this certification the RDBMS used was MySQL Enterprise 5.0 and 5.1 running on 64 Bit Solaris 10 update 4 on SPARC and x86.