Last week, I discussed my view that business service management and service-level management are really variations on a theme, and that the natural evolution and acceptance of SLM concepts resulted in ...

Do you think IT is capable of meeting all your business needs? Is it successful in measuring your performance against agreed upon goals? How about its capability to measure supplier performance? If ...

What does it take to provide best practice customer service and support? It starts with identifying ways to improve customer satisfaction by setting internal and external performance goals, often ...

SLM provides a holistic approach to service management, touching every aspect of customer service. As service operations have become more complex, and more important to the enterprise bottom line, ...

It’s no secret that the technology needs of small to midsized businesses are often left unmet. For most SMBs, budgets are lower, IT staff is limited and overtaxed, and strategic planning is secondary.

Lisa Erickson-Harris is a research director with Enterprise Management Associates, Boulder, Colo., a leading analyst and market research firm focusing exclusively on enterprise infrastructure ...

Change management is among the most complex and challenging processes Global 2000 organizations face. Indeed, many IT service quality problems can be linked directly to poor change-management ...

Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

CA announced that it has acquired privately-held Oblicore, a provider of service level management (SLM) software for enterprises and service providers. CA says Oblicore supports and strengthens its ...

Service integration and management (Siam) is a new concept for outsourced services in which the end-to-end ownership and co-ordination of various third-party suppliers is managed by a single entity.

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More ServiceNow cut its teeth in IT service management (ITSM) and IT ...