by clicking on the page. A slider will appear, allowing you to adjust your zoom level. Return to the original size by clicking on the page again.
the page around when zoomed in by dragging it.
the zoom using the slider on the top right.
by clicking on the zoomed-in page.
by entering text in the search field and click on "In This Issue" or "All Issues" to search the current issue or the archive of back issues respectively.
by clicking on thumbnails to select pages, and then press the print button.
this publication and page.
displays a table of sections with thumbnails and descriptions.
displays thumbnails of every page in the issue. Click on a page to jump.
allows you to browse through every available issue.
FCW : May 30, 2013
The promise of ITSM How s this for an ambitious agenda: Cut costs, bolster secu- rity and improve end-user satisfaction. Each of those items is hard enough to address in isolation, but some federal agencies aim to achieve all three goals through an approach known as IT service management. ITSM establishes a consistent, core set of processes for managing the delivery of IT services. Related software automates those processes, which can help organiza- tions trim expenses, while system security and avail- ability stand to improve with more disciplined and less reactive management approaches. Overall, stan- dardizing IT delivery tasks should, at least in princi- ple, ratchet up the level of quality. Traditionally, vendors have offered ITSM as on- premise software, but in the past 18 months, the market has shifted toward cloud- based software as a service (SaaS). That approach could lower the cost and complexity of ITSM adoption, but buyers must rst overcome security concerns. Why it matters Federal interest in ITSM is growing for a couple of reasons. One is data center consolidation. Multiple data centers typi- cally mean multiple service desks and supporting technolo- gies. Consolidation gives agencies a chance to pursue a focused ITSM effort. "Consolidation has provided an opportunity to stan- dardize," said Capt. Victor Collier, information systems network of cer in the Plans and Engineering section of the Army s 7th Signal Command (Theater). The Army uses BMC Software s Remedy ITSM tool. In one key improvement, the number of "Remedy templates" used to respond to support requests was reduced from 800 to 270, Collier said. ITSM templates allow IT organizations to create forms for users to ll out when requesting services or reporting incidents. The requests or reports are then routed to the appropriate technician. The Army s CONUS Serv- ice Desk (CSD) handles computer-related issues for 30 Army installations through a central help desk. Collier said CSD receives and follows up on more than 20,000 requests per month. Another advantage to data center consolidation is that it helps agencies fund ITSM tools, said John Prestridge, vice president of marketing and products at SunView Software, which makes on-premise and cloud- based ITSM tools. "They roll up change and con guration management as part of a larger data center consolidation project," he said. "The tools...become a line item on a much larger project." The desire to update technology is also spurring the cur- rent level of ITSM activity. Agencies with legacy help-desk systems want to upgrade their software and add features the older products lack. "Most of them have a legacy solution they have there for years and years...and what they are looking for is to move to a more modern solution," Prestridge said. "And in some agencies, they are looking to bring in solutions ExecTe c h BY JOHN MOORE IT service management can lower costs and improve help-desk operations. The big question is whether to trust it to the cloud. 30 May 30, 2013 FCW.COM Agencies are finding that IT service management can streamline and improve the delivery of IT services.
May 15, 2013
June 15, 2013