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| gartner magic quadrant it service management: Information Technology Governance and Service Management: Frameworks and Adaptations Cater-Steel, Aileen, 2008-08-31 Increasingly, information technology governance is being considered an integral part of corporate governance. There has been a rapid increase in awareness and adoption of IT governance as well as the desire to conform to national governance requirements to ensure that IT is aligned with the objectives of the organization. Information Technology Governance and Service Management: Frameworks and Adaptations provides an in-depth view into the critical contribution of IT service management to IT governance, and the strategic and tactical value provided by effective service management. A must-have resource for academics, students, and practitioners in fields affected by IT in organizations, this work gathers authoritative perspectives on the state of research on organizational challenges and benefits in current IT governance frameworks, adoption, and incorporation. |
| gartner magic quadrant it service management: The Connector Manager Jaime Roca, Sari Wilde, 2019-09-19 The best managers work smarter, not harder After conducting a unique global study of over 9,000 people, analysts at the world-leading sales research firm Gartner identified four distinct types of manager. Incredibly, they found one type consistently performs far better than the rest, and it wasn’t the one they were expecting. Connector Managers understand that it’s not enough for managers to just encourage and teach employees themselves, and that providing constant coaching to employees can actually be detrimental to their independent development. Instead, by connecting employees to others in the team or organisation, Connector Managers can help their employees develop a range of skills beyond their own areas of expertise. Although the four types of managers are more or less evenly distributed, employees with Connector Managers perform significantly better than others. Employees with Always-on Managers who provide constant feedback and coaching perform significantly worse. Drawing on their ground-breaking data-driven research, as well as in-depth case studies and extensive interviews with thousands of managers, you’ll discover what behaviours define Connector Managers and how you can use them yourself to build brilliant, powerhouse teams. |
| gartner magic quadrant it service management: High-Performance IT Services Terry Critchley, 2016-10-04 This book on performance fundamentals covers UNIX, OpenVMS, Linux, Windows, and MVS. Most of the theory and systems design principles can be applied to other operating systems, as can some of the benchmarks. The book equips professionals with the ability to assess performance characteristics in unfamiliar environments. It is suitable for practitioners, especially those whose responsibilities include performance management, tuning, and capacity planning. IT managers with a technical outlook also benefit from the book as well as consultants and students in the world of systems for the first time in a professional capacity. |
| gartner magic quadrant it service management: The Universal Service Desk (USD) Brian Johnson, Léon-Paul de Rouw, 2020-05-28 The Universal Service Desk (USD) – Implementing, controlling and improving service delivery defines what a USD is, why it is valuable to an organisation and how to build and implement one. It also discusses the evolution of the USD as part of integrated workplace management. |
| gartner magic quadrant it service management: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| gartner magic quadrant it service management: Engineering and Management of Data Centers Jorge Marx Gómez, Manuel Mora, Mahesh S. Raisinghani, Wolfgang Nebel, Rory V. O'Connor, 2017-11-10 This edited volume covers essential and recent development in the engineering and management of data centers. Data centers are complex systems requiring ongoing support, and their high value for keeping business continuity operations is crucial. The book presents core topics on the planning, design, implementation, operation and control, and sustainability of a data center from a didactical and practitioner viewpoint. Chapters include: · Foundations of data centers: Key Concepts and Taxonomies · ITSDM: A Methodology for IT Services Design · Managing Risks on Data Centers through Dashboards · Risk Analysis in Data Center Disaster Recovery Plans · Best practices in Data Center Management Case: KIO Networks · QoS in NaaS (Network as a Service) using Software Defined Networking · Optimization of Data Center Fault-Tolerance Design · Energetic Data Centre Design Considering Energy Efficiency Improvements During Operation · Demand-side Flexibility and Supply-side Management: The Use Case of Data Centers and Energy Utilities · DevOps: Foundations and its Utilization in Data Centers · Sustainable and Resilient Network Infrastructure Design for Cloud Data Centres · Application Software in Cloud-Ready Data Centers This book bridges the gap between academia and the industry, offering essential reading for practitioners in data centers, researchers in the area, and faculty teaching related courses on data centers. The book can be used as a complementary text for traditional courses on Computer Networks, as well as innovative courses on IT Architecture, IT Service Management, IT Operations, and Data Centers. |
| gartner magic quadrant it service management: Infonomics Douglas B. Laney, 2017-09-05 Many senior executives talk about information as one of their most important assets, but few behave as if it is. They report to the board on the health of their workforce, their financials, their customers, and their partnerships, but rarely the health of their information assets. Corporations typically exhibit greater discipline in tracking and accounting for their office furniture than their data. Infonomics is the theory, study, and discipline of asserting economic significance to information. It strives to apply both economic and asset management principles and practices to the valuation, handling, and deployment of information assets. This book specifically shows: CEOs and business leaders how to more fully wield information as a corporate asset CIOs how to improve the flow and accessibility of information CFOs how to help their organizations measure the actual and latent value in their information assets. More directly, this book is for the burgeoning force of chief data officers (CDOs) and other information and analytics leaders in their valiant struggle to help their organizations become more infosavvy. Author Douglas Laney has spent years researching and developing Infonomics and advising organizations on the infinite opportunities to monetize, manage, and measure information. This book delivers a set of new ideas, frameworks, evidence, and even approaches adapted from other disciplines on how to administer, wield, and understand the value of information. Infonomics can help organizations not only to better develop, sell, and market their offerings, but to transform their organizations altogether. Doug Laney masterfully weaves together a collection of great examples with a solid framework to guide readers on how to gain competitive advantage through what he labels the unruly asset – data. The framework is comprehensive, the advice practical and the success stories global and across industries and applications. Liz Rowe, Chief Data Officer, State of New Jersey A must read for anybody who wants to survive in a data centric world. Shaun Adams, Head of Data Science, Betterbathrooms.com Phenomenal! An absolute must read for data practitioners, business leaders and technology strategists. Doug's lucid style has a set a new standard in providing intelligible material in the field of information economics. His passion and knowledge on the subject exudes thru his literature and inspires individuals like me. Ruchi Rajasekhar, Principal Data Architect, MISO Energy I highly recommend Infonomics to all aspiring analytics leaders. Doug Laney’s work gives readers a deeper understanding of how and why information should be monetized and managed as an enterprise asset. Laney’s assertion that accounting should recognize information as a capital asset is quite convincing and one I agree with. Infonomics enjoyably echoes that sentiment! Matt Green, independent business analytics consultant, Atlanta area If you care about the digital economy, and you should, read this book. Tanya Shuckhart, Analyst Relations Lead, IRI Worldwide |
| gartner magic quadrant it service management: Digital to the Core Mark Raskino, Graham Waller, 2016-09-12 There is no simple strategic method for dealing with the multidimensional nature of digital change. Even the sharpest leaders can become disoriented as change builds on change, leaving almost nothing certain. Yet to stand still is to fail. Enterprises and leaders must re-master themselves to succeed. Leaders must identify the key macro forces, then lead their organizations at three distinct levels: industry, enterprise, and self. By doing this they cannot only survive but clean up. Digital to the Core makes the case that all business leaders must understand the impact the digital revolution will continue to play in their industries, companies, and leadership style and practices. Drawing on interviews with over 30 top C-level executives in some of the world's most powerful companies and government organizations, including GE, Ford, Tory Burch, Babolat, McDonalds, Publicis and UK Government Digital Service, this book delivers practical insights from those on the front lines of major digital upheaval. The authors incorporate Gartner's annual CIO and CEO global survey research and also apply the deep knowledge and qualitative insights they have acquired as practitioners, management researchers, and advisors over decades in the business. Above all else, Raskino and Waller want companies and their top leaders to understand the full impact of digital change and integrate it at the core of their businesses. |
| gartner magic quadrant it service management: Ten Steps to ITSM Success Angelo Esposito, 2013-02-07 Guides the reader through an ITSM transformation journey based on the authors’ real-world experiences, in a ten-step approach. |
| gartner magic quadrant it service management: T Bytes Agile & AI Operations IT Shades, This document brings together a set of latest data points and publicly available information relevant for Agile & AI Operations Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely. |
| gartner magic quadrant it service management: T Bytes Digital Customer Experience ITShades.com, 2020-10-30 This document brings together a set of latest data points and publicly available information relevant for Digital Customer Experience Technology. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely. |
| gartner magic quadrant it service management: Real Business of IT Richard Hunter, George Westerman, 2009-10-20 If you're a general manager or CFO, do you feel you're spending too much on IT or wishing you could get better returns from your IT investments? If so, it's time to examine what's behind this IT-as-cost mind-set. In The Real Business of IT, Richard Hunter and George Westerman reveal that the cost mind-set stems from IT leaders' inability to communicate about the business value they create-so CIOs get stuck discussing budgets rather than their contributions to the organization. The authors explain how IT leaders can combat this mind-set by first using information technology to generate three forms of value important to leaders throughout the organization: -Value for money when your IT department operates efficiently and effectively -An investment in business performance evidenced when IT helps divisions, units, and departments boost profitability -Personal value of CIOs as leaders whose contributions to their enterprise go well beyond their area of specialization The authors show how to communicate about these forms of value with non-IT leaders-so they understand how your firm is benefiting and see IT as the strategic powerhouse it truly is. |
| gartner magic quadrant it service management: Customer Relationship Management Daniel D. Prior, Francis Buttle, Stan Maklan, 2024-01-23 This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications, and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis, and presentation for decision making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments A greater emphasis on managerial applications of CRM through new content to help guide managers An updated account of new and emerging technologies relevant to CRM Expanded coverage of customer experience (CX), customer engagement (CE), and customer journey management (CJM) Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management, and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor’s Manual, chapter-by-chapter PowerPoint slides, and a bank of exam questions. |
| gartner magic quadrant it service management: Customer Relationship Management Francis Buttle, Stan Maklan, 2019-04-24 Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the reader’s part. The book is structured around three core types of CRM – strategic, operational and analytical – and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities. Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management. NEW TO THIS EDITION: New and updated international case illustrations throughout New and updated screenshots from CRM applications Fully updated to reflect the evolving CRM landscape, including extended coverage of: Big data and its influence on CRM Artificial intelligence (AI) Advances in CRM analytics The relationships between CRM and customer experience management The role of social media in customer management strategy Real-time marketing Chatbots and innovative customer self-service Privacy and data security Updated lecturer support materials online |
| gartner magic quadrant it service management: T-Bytes Platforms & Applications IT-Shades, 2020-07-28 This document brings together a set of latest data points and publicly available information relevant for Platforms & Applications Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely |
| gartner magic quadrant it service management: Internet of Things. Information Processing in an Increasingly Connected World Leon Strous, Vinton G. Cerf, 2019-03-19 This open access book constitutes the refereed post-conference proceedings of the First IFIP International Cross-Domain Conference on Internet of Things, IFIPIoT 2018, held at the 24th IFIP World Computer Congress, WCC 2018, in Poznan, Poland, in September 2018. The 12 full papers presented were carefully reviewed and selected from 24 submissions. Also included in this volume are 4 WCC 2018 plenary contributions, an invited talk and a position paper from the IFIP domain committee on IoT. The papers cover a wide range of topics from a technology to a business perspective and include among others hardware, software and management aspects, process innovation, privacy, power consumption, architecture, applications. |
| gartner magic quadrant it service management: The ITSM Process Design Guide Donna Knapp, 2010-08-15 The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. |
| gartner magic quadrant it service management: T-Byte Digital Customer Experience V Gupta, 2019-10-31 This document brings together a set of latest data points and publicly available information relevant for Digital Customer Experience. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely. |
| gartner magic quadrant it service management: Digital Maintenance Management Adolfo Crespo Márquez, 2022-03-13 This book provides a thorough overview of the integration of cyber-physical systems and maintenance management models. It begins by explaining the fundamental concepts behind maintenance digital transformation. It discusses key decision areas in digital maintenance management, particularly focusing on strategic dimensions of maintenance, digital twin definition and strategy, and industry 4.0 digital tools frameworks to support emerging maintenance processes. Furthermore, the monograph dedicates time to the integration of digital maintenance with the entire digital factory. By presenting the possibilities for asset utilization improvement and for asset value enhancements, Digital Maintenance Management provides engineers and practitioners responsible for the management of complex industrial assets a complete guide to piloting the maintenance digital transformation. |
| gartner magic quadrant it service management: T Bytes Consulting & IT Services ITShades.com, 2020-12-04 This document brings together a set of latest data points and publicly available information relevant for Consulting & IT Services Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely. |
| gartner magic quadrant it service management: Service Chain Management Christos Voudouris, Gilbert Owusu, Raphael Dorne, David Lesaint, 2007-12-18 Service chain management enables service organisations to improve customer satisfaction and reduce operational costs. In this book, Christos Voudouris and his BT colleagues together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are based on the BT experience and on associated research and development. Service chain management is looked at both from the enterprise perspective and from the standpoints of the service professional and customer. The focus is on real-world challenges. |
| gartner magic quadrant it service management: AI in Healthcare Robert Shimonski, 2021-01-27 The best source for cutting-edge insights into AI in healthcare operations AI in Healthcare: How Artificial Intelligence Is Changing IT Operations and Infrastructure Services collects, organizes and provides the latest, most up-to-date research on the emerging technology of artificial intelligence as it is applied to healthcare operations. Written by a world-leading technology executive specializing in healthcare IT, this book provides concrete examples and practical advice on how to deploy artificial intelligence solutions in your healthcare environment. AI in Healthcare reveals to readers how they can take advantage of connecting real-time event correlation and response automation to minimize IT disruptions in critical healthcare IT functions. This book provides in-depth coverage of all the most important and central topics in the healthcare applications of artificial intelligence, including: Healthcare IT AI Clinical Operations AI Operational Infrastructure Project Planning Metrics, Reporting, and Service Performance AIOps in Automation AIOps Cloud Operations Future of AI Written in an accessible and straightforward style, this book will be invaluable to IT managers, administrators, and engineers in healthcare settings, as well as anyone with an interest or stake in healthcare technology. |
| gartner magic quadrant it service management: T Bytes Platforms & Applications ITShades.com, 2021-02-02 This document brings together a set of latest data points and publicly available information relevant for Platforms & Applications Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely. |
| gartner magic quadrant it service management: System Center Service Manager 2010 Unleashed Kerrie Meyler, Alexandre Verkinderen, Anders Bengtsson, Patrik Sundqvist, David Pultorak, 2011-08-03 System Center Service Manager 2010 offers enterprises a complete, integrated platform for adopting and automating service management best practices, such as those found in ITIL and Microsoft Operations Framework (MOF). Now, there’s a comprehensive, independent reference and technical guide to this powerful product. A team of expert authors offers step-by-step coverage of related topics in every feature area, organized to help IT professionals quickly plan, design, implement, and use Service Manager 2010. After introducing the product and its relationship with the rest of Microsoft’s System Center suite, the authors present authoritative coverage of Service Manager’s capabilities for incident and problem resolution, change control, configuration management, and compliance. Readers will also find expert guidance for integrating Service Manager with related Microsoft technologies. This book is an indispensable resource for every IT professional planning, installing, deploying, and/or administering Service Manager, including ITIL, MOF, and other IT consultants; system administrators; and developers creating customized solutions. • Understand Service Manager’s architecture and components • Discover how Service Manager supports ITIL and MOF processes • Accurately scope and specify your implementation to reflect organizational needs • Plan to provide redundancy, ensure scalability, and support virtualization • Design, deploy, and maintain Service Manager with security in mind • Use Service Manager’s consoles and portals to provide the right resources to each user • Create complete service maps with Service Manager’s business services • Fully automate incident management and ticketing • Implement best processes for identifying and addressing root causes of problems • Systematically manage the life cycle of changes • Use Service Manager to strengthen governance, risk management, and compliance • Customize Service Manager’s data layer, workflows, and presentation layer • Use management packs to simplify service desk customization • Make the most of Service Manager’s reporting and dashboards |
| gartner magic quadrant it service management: Inside System Storage: Volume I (Paperback) Tony Pearson, 2007-10-13 This blog-based book, or blook, comprises the first twelve months of posts from Inside System Storage, a blog discussing computer storage concepts in general, and IBM System Storage(TM) products in particular. Tony Pearson, shares his thoughts and experiences about: -IT storage and storage networking concepts -IBM strategy, hardware, software and services -Disk systems, Tape systems, and storage networking -Storage and infrastructure management software -Second Life, Facebook, and other Web 2.0 platforms -IBM's many alliances, partners and competitors -How IT storage impacts society and industry |
| gartner magic quadrant it service management: Strategic Information Technology and Portfolio Management Tan, Albert Wee Kwan, Theodorou, Petros, 2009-03-31 The objectives of the proposed book are to provide techniques and tools appropriate for building application portfolios and develop strategies that increase financial performance--Provided by publisher. |
| gartner magic quadrant it service management: Straight from the Client Carsten Fabig, Alexander Haasper, 2017-12-11 The challenges of our customers are more and more diverse. A couple of strong trends like digitalization and cyber security issues are facing the daily life of all of us. This is true for our business and private life. That People make a difference is a strong Vineyard belief. Therefore, in this book the Vineyard consultants are interviewed in order to present their individual consulting experiences. As a starting point the current customer challenges and consulting trends are summarized. A contribution towards the GDPR deadline and approaches how to deal with these changes is following. The next article is suggesting how to handle the need in the pharmaceutical industry to communicate with business partners beyond the firewall. Based on Vineyards long experience in the IT Cyber Security world the following article is emphasizing why security is priority zero and how IT Security standards and frameworks can be used in a beneficial and lean way. The following two articles have a strong technical focus. While the first one is introducing the new technology Summarizer which is capable to compress existing files from a content perspective the following is about what an agile methodology can deliver in the field IT Service Management. The benefits of a focused eDiscovery approach for litigation processes are discussed in another contribution. How transitional changes for companies as a result of Brexit for example can be managed is following. Risk management in the cyber field for the banking industry and leading in projects are two interviews that reflect typical customer challenges. How to set-up an electronic archive as part of a digitalization initiative is outlined in an expert interview for the insurance industry. The benefits of a focused eDiscovery approach for litigation processes are discussed in another impulse. An interview about knowledge management is closing this book. As a key component for the customer in a knowledge society it is discussed how this can be approached for a consultancy. If you focus your deep dives you can also see the little things in a broader context. We wish our readers inspiring insights and new impulses to find the individual balance between the right deep dives and the ability for the helicopter view. Many thanks again to all Vineyard colleagues contributing to this new Vineyard book. |
| gartner magic quadrant it service management: Functional Automation and Digital Transformation Dr. Vipin K Suri, 2022-04-15 Functional Automation and Digital Transformation By: Dr. Vipin K Suri Eliminating the need for manual intervention in complex or repetitive business processes can have a positive impact on operations. By automating certain decisions, organizations can not only accelerate process workflows, but also improve the accuracy and consistency of the results. Digital process automation is fundamental to delivering better customer experiences that fully meet user expectations. Digitization of back-office services, primarily handled by business support functions, is underway. Shared Services organizations manage and deliver business and administrative support services common to business units. These support services are primarily focused on functions such as Finance & Accounting, Human Resources, Purchasing & Supply Chain, and IT. By incorporating digital automation and transformation technologies, such as Business Process Management (BPM), Enterprise Resource Planning (ERP), Robotic Process Automation (RPA), Intelligent Automation (IA) and Blockchain into the operations, organizations can streamline processes and increase operational efficiencies. |
| gartner magic quadrant it service management: Forbes , 2003 |
| gartner magic quadrant it service management: Handbook of Research on Big Data Storage and Visualization Techniques Segall, Richard S., Cook, Jeffrey S., 2018-01-05 The digital age has presented an exponential growth in the amount of data available to individuals looking to draw conclusions based on given or collected information across industries. Challenges associated with the analysis, security, sharing, storage, and visualization of large and complex data sets continue to plague data scientists and analysts alike as traditional data processing applications struggle to adequately manage big data. The Handbook of Research on Big Data Storage and Visualization Techniques is a critical scholarly resource that explores big data analytics and technologies and their role in developing a broad understanding of issues pertaining to the use of big data in multidisciplinary fields. Featuring coverage on a broad range of topics, such as architecture patterns, programing systems, and computational energy, this publication is geared towards professionals, researchers, and students seeking current research and application topics on the subject. |
| gartner magic quadrant it service management: T-Bytes IoT & AR Industry V Gupta, 2019-12-28 This document brings together a set of latest data points and publicly available information relevant for Digital Customer Expierence. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely. |
| gartner magic quadrant it service management: T-Bytes Digital Customer Experience V Gupta, 2020-01-02 This document brings together a set of latest data points and publicly available information relevant for Digital Customer Expierence. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely. |
| gartner magic quadrant it service management: Communications Writing and Design John DiMarco, 2017-03-21 Communications Writing and Design is an integrated, project-based introduction to effective writing and design across the persuasive domains of communication. Build a strong foundation of core writing and design skills using professionally-designed examples that illustrate and reinforce key principles Readers learn and analyze techniques by creating 15 projects in marketing, advertising, PR, and social media with the help of strategy suggestions, practical tips, and professional production techniques Written by an experienced professional and teacher, with a focus on the cross-disciplinary nature of contemporary communication work Learning is reinforced through a variety of pedagogical features: learning objectives, helpful mnemonics, real-life projects and applications, chapter references for further study, and end-of-chapter summaries and exercises A companion website with multimedia slides, exam questions, learning videos, and design guides provides additional learning tools for students and instructors |
| gartner magic quadrant it service management: The Digital Transformation of Logistics Johannes Kern, Mac Sullivan, 2021-04-06 The digital transformation is in full swing and fundamentally changes how we live, work, and communicate with each other. From retail to finance, many industries see an inflow of new technologies, disruption through innovative platform business models, and employees struggling to cope with the significant shifts occurring. This Fourth Industrial Revolution is predicted to also transform Logistics and Supply Chain Management, with delivery systems becoming automated, smart networks created everywhere, and data being collected and analyzed universally. The Digital Transformation of Logistics: Demystifying Impacts of the Fourth Industrial Revolution provides a holistic overview of this vital subject clouded by buzz, hype, and misinformation. The book is divided into three themed-sections: Technologies such as self-driving cars or virtual reality are not only electrifying science fiction lovers anymore, but are also increasingly presented as cure-all remedies to supply chain challenges. In The Digital Transformation of Logistics: Demystifying Impacts of the Fourth Industrial Revolution, the authors peel back the layers of excitement that have grown around new technologies such as the Internet of Things (IoT), 3D printing, Robotic Process Automation (RPA), Blockchain or Cloud computing, and show use cases that give a glimpse about the fascinating future we can expect. Platforms that allow businesses to centrally acquire and manage their logistics services disrupt an industry that has been relationship-based for centuries. The authors discuss smart contracts, which are one of the most exciting applications of Blockchain, Software as a Service (SaaS) offerings for freight procurement, where numerous data sources can be integrated and decision-making processes automated, and marine terminal operating systems as an integral node for shipments. In The Digital Transformation of Logistics: Demystifying Impacts of the Fourth Industrial Revolution, insights are shared into the cold chain industry where companies respond to increasing quality demands, and how European governments are innovatively responding to challenges of cross-border eCommerce. People are a vital element of the digital transformation and must be on board to drive change. The Digital Transformation of Logistics: Demystifying Impacts of the Fourth Industrial Revolution explains how executives can create sustainable impact and how competencies can be managed in the digital age - especially for sales executives who require urgent upskilling to remain relevant. Best practices are shared for organizational culture change, drawing on studies among senior leaders from the US, Singapore, Thailand, and Australia, and for managing strategic alliances with logistics service providers to offset risks and create cross-functional, cross-company transparency. The Digital Transformation of Logistics: Demystifying Impacts of the Fourth Industrial Revolution provides realistic insights, a ready-to-use knowledge base, and a working vocabulary about current activities and emerging trends of the Logistics industry. Intended readers are supply chain professionals working for manufacturing, trading, and freight forwarding companies as well as students and all interested parties. |
| gartner magic quadrant it service management: Digital Development of the European Union David Ramiro Troitiño, Tanel Kerikmäe, Ondrej Hamuľák, 2023-06-20 This edited volume analyses the digital development of the European Union, presenting an interdisciplinary perspective from the disciplines of political science, international relations, economics, and law. The contributions address the main areas where the EU can, and should act, for creating an efficient and protective digital space in Europe. The book highlights the responsibility of the European Union to work on the future of its digital development, looking for prosperity and defending the European conception of society. It explains how European values must be incorporated into the digital revolution and shows how the digital revolution of the EU will defend the Europeans from new threats. The book's comprehensive approach allows the reader to understand this process without in-depth knowledge of the specific discipline. Therefore, it is a must-read for everybody interested in a better understanding of digital development, European Union policy, and the future of Europe. |
| gartner magic quadrant it service management: Encyclopedia of Organizational Knowledge, Administration, and Technology Khosrow-Pour D.B.A., Mehdi, 2020-09-29 For any organization to be successful, it must operate in such a manner that knowledge and information, human resources, and technology are continually taken into consideration and managed effectively. Business concepts are always present regardless of the field or industry – in education, government, healthcare, not-for-profit, engineering, hospitality/tourism, among others. Maintaining organizational awareness and a strategic frame of mind is critical to meeting goals, gaining competitive advantage, and ultimately ensuring sustainability. The Encyclopedia of Organizational Knowledge, Administration, and Technology is an inaugural five-volume publication that offers 193 completely new and previously unpublished articles authored by leading experts on the latest concepts, issues, challenges, innovations, and opportunities covering all aspects of modern organizations. Moreover, it is comprised of content that highlights major breakthroughs, discoveries, and authoritative research results as they pertain to all aspects of organizational growth and development including methodologies that can help companies thrive and analytical tools that assess an organization’s internal health and performance. Insights are offered in key topics such as organizational structure, strategic leadership, information technology management, and business analytics, among others. The knowledge compiled in this publication is designed for entrepreneurs, managers, executives, investors, economic analysts, computer engineers, software programmers, human resource departments, and other industry professionals seeking to understand the latest tools to emerge from this field and who are looking to incorporate them in their practice. Additionally, academicians, researchers, and students in fields that include but are not limited to business, management science, organizational development, entrepreneurship, sociology, corporate psychology, computer science, and information technology will benefit from the research compiled within this publication. |
| gartner magic quadrant it service management: Managing and Using Information Systems Keri E. Pearlson, Carol S. Saunders, Dennis F. Galletta, 2024-01-11 Provides the knowledge and insights necessary to contribute to the Information Systems decision-making process Managing & Using Information Systems: A Strategic Approach delivers a solid knowledgebase of basic concepts to help MBA students and general business managers alike become informed, competent participants in Information Systems (IS) decisions. Now in its eighth edition, this fully up-to-date textbook explains the fundamental principles and practices required to use and manage information while illustrating how information systems can create or obstruct opportunities — and even propel digital transformations within a wide range of organizations. Drawing from their expertise in both academia and industry, the authors discuss the business and design processes relevant to IS while presenting a basic framework that connects business strategy, IS strategy, and organizational strategy. Step by step, readers are guided through each essential aspect of Information Systems, from fundamental information architecture and infrastructure to cyber security, Artificial Intelligence (AI), business analytics, project management, platform and IS governance, IS sourcing, and more. Detailed chapters contain mini-cases, full-length case studies, discussion topics, review questions, supplemental readings, and topic-specific managerial concerns that provide insights into real-world IS issues. Managing & Using Information Systems: A Strategic Approach, Eighth Edition, is an excellent textbook for advanced undergraduate and MBA-level courses on IS concepts and managerial approaches to leveraging emerging information technologies. |
| gartner magic quadrant it service management: Uncovering Essential Software Artifacts through Business Process Archeology Perez-Castillo, Ricardo, 2013-10-31 Corporations accumulate a lot of valuable data and knowledge over time, but storing and maintaining this data can be a logistic and financial headache for business leaders and IT specialists. Uncovering Essential Software Artifacts through Business Process Archaeology introduces an emerging method of software modernization used to effectively manage legacy systems and company operations supported by such systems. This book presents methods, techniques, and new trends on business process archeology as well as some industrial success stories. Business experts, professionals, and researchers working in the field of information and knowledge management will use this reference source to efficiently and effectively implement and utilize business knowledge. |
| gartner magic quadrant it service management: Enhancing Business Continuity and IT Capability Nijaz Bajgorić, Lejla Turulja, Semir Ibrahimović, Amra Alagić, 2020-12-01 Enterprise servers play a mission-critical role in modern computing environments, especially from a business continuity perspective. Several models of IT capability have been introduced over the last two decades. Enhancing Business Continuity and IT Capability: System Administration and Server Operating Platforms proposes a new model of IT capability. It presents a framework that establishes the relationship between downtime on one side and business continuity and IT capability on the other side, as well as how system administration and modern server operating platforms can help in improving business continuity and IT capability. This book begins by defining business continuity and IT capability and their importance in modern business, as well as by giving an overview of business continuity, disaster recovery planning, contingency planning, and business continuity maturity models. It then explores modern server environments and the role of system administration in ensuring higher levels of system availability, system scalability, and business continuity. Techniques for enhancing availability and business continuity also include Business impact analysis Assessing the downtime impact Designing an optimal business continuity solution IT auditing as a process of gathering data and evidence to evaluate whether the company’s information systems infrastructure is efficient and effective and whether it meets business goals The book concludes with frameworks and guidelines on how to measure and assess IT capability and how IT capability affects a firm’s performances. Cases and white papers describe real-world scenarios illustrating the concepts and techniques presented in the book. |
| gartner magic quadrant it service management: Scaling Agile with Jira Align Dean MacNeil, Aslam Cader, 2020-11-27 Accelerate business value delivery with Jira Align, the enterprise agile planning platform, by connecting strategy with execution to maximize outcomes Key FeaturesImprove coordination and transparency between multiple programs, products, and business portfoliosIncrease customer satisfaction by responding quickly to ever-evolving customer needsDeliver higher quality products faster and more predictably with real-time insights and OKR trackingBook Description Jira Align is a platform purpose-built for enterprises to connect strategy with execution and drive transparency, consistency, and predictability at all levels of scale. The platform supports business value delivery in agile frameworks such as LeSS, DAD, and SAFe. It also caters to organizations that mix agile with waterfall to support scaled bimodal delivery. Starting with an introduction to the platform and its features, this book takes you through the foundational building blocks of Jira Align. You'll learn how an organization can benefit from implementing Jira Align and understand how to connect dimensions such as people, work, time, and outcomes. The book takes you through the typical steps for implementing Jira Align for maximizing outcomes and helps you solve common team, program, and portfolio-level challenges by enhancing visibility, tracking dependencies and risks, and using reports for real-time, distributed decision making. Throughout the book, you'll explore features such as remote agile ceremonies, live roadmaps, and objectives and key results (OKRs). You'll also get to grips with lean portfolio management, financial reporting, and using the program board for planning and execution. By the end of this book, you'll be well versed in the key features of Jira Align and be able to leverage them to support all levels of agile at scale. What you will learnUnderstand Jira Align's key factors for successFind out how you can connect people, work, time, and outcomes with Jira AlignNavigate and collaborate in Jira AlignScale team agility to the portfolio and enterpriseDelve into planning and execution, including roadmaps and predictability metricsImplement lean portfolio management and OKRsGet to grips with handling bimodal and hybrid deliveryEnable advanced data security and analytics in Jira AlignWho this book is for This book is for portfolio managers, program managers, product managers, product owners, executives, release train engineers, and scrum masters who want to empower their teams to deliver the right things at the right time and quickly respond to changes in the market. Familiarity with agile frameworks and Jira Software is necessary; the book will teach you the rest. |
Magic Quadrant for IT Service Management Tools
Magic Quadrant, the v endor has introduced new product bundling for its self-ser vice offerings, updated mobile suppor t features and added integrations into A zure Cognitive Ser vices. …
Magic Quadrant for IT Service Management Tools
16/09/2019 Gartner Reprint
Magic Quadrant for the IT Service Desk
Gartner’s 2010 IT service desk Magic Quadrant focuses on enterprise-class vendors that meet Gartner’s criteria, as defined below, which include the vendor’s ability, demonstrated through …
FEATURES, BENEFITS AND FREQUENTLY ASKED QUESTIONS
Magic Quadrant? A Gartner Magic Quadrant positions vendors in a market, while a Critical Capabilities provides a deeper dive into providers’ product and service offerings. The Magic …
Mag i c Quad rant f o r Manag e d N e two rk S e rv i c e s
Enterprises use MNS to balance expense optimization with network and security service operations quality. I&O leaders seek AI/machine learning-enabled providers to achieve shorter …
Magic Quadrant for Cloud ERP for Service-Centric Enterprises
All the vendors in this Magic Quadrant sell and suppor t ser vice-centric ERP suites. They all also have broad ser vice-centric ERP offerings, which include industr y-specific applications, …
Capgemini named a Leader in 2024 Gartner® Magic …
a Leader in the 2024 Gartner® Magic Quadrant™ for Service Integration and Management (SIAM) Services for its completeness of vision and ability to execute. The Gartner Magic …
Magic Quadrant for Operations Support Systems - IBM
This Magic Quadrant evaluates the capabilities of end-to-end vendors in the global market for OSS service assurance and fulfillment, a market characterized by simultaneous consolidation …
Magic Quadrant for Data Center Outsourcing and …
This Magic Quadrant focuses on management services for mainframe and centralized server environments, along with their services around hybrid infrastructure management. It evaluates …
Magic Quadrant for IT Service Support Management Tools
IT service support management tools are vital for infrastructure and operations organizations to manage support and delivery of IT services. This Magic Quadrant research profiles key …
Gartner Magic Quadrant for Managed Mobility Services, Global
For 2020, Gartner maintains five categories for core MMS deliverables: • Sourcing and Logistics Management – purchasing, provisioning and activating network services, applications and …
Magic Quadrant for Contact Center as a Service - Odigo
Gartner defines CCaaS as a software as a service (SaaS)-based application that enables customer service organizations to manage multichannel customer interactions holistically in …
Magic Quadrant for Cloud Infrastructure as a Service, Worldwide
izes, and the evaluation focuses on typical client requirements. This Magic Quadrant covers all the common use cases for cloud IaaS, including development and testing, production …
Magic Quadrant for IT Service Support Management Tools
To better support the business, I&O managers often turn to IT service support management tools. The vendors in this Magic Quadrant offer integrated products that address functionality from a …
Magic Quadrant for Software Asset Management Tools
Gartner defines the software asset management (SAM) tool market as products that provide automation to support the tasks required to maintain compliance with software license use rights.
Atos positioned as a Leader in the 2025 Gartner® Magic …
The 2025 Gartner Magic Quadrant for Outsourced Digital Workplace Services replaces three separate regional Magic Quadrants for North America, Europe and the Asia/Pacific region, …
2020 GARTNER MAGIC QUADRANT FOR PRIVILEGED ACCESS …
The Gartner Magic Quadrant for Privileged Access Management provides a glimpse into some of the top vendors in the market, the tools they offer, as well as some of their strengths in the …
Magic Quadrant for Identity and Access Management as a …
This Magic Quadrant rates vendors on their abilities to be global, general purpose identity and access management (IAM) service providers for multiple use cases. The vendors in this Magic …
Magic Quadrant for Contact Center as a Service - DMGI
Aug 22, 2022 · Gartner defines CCaaS as a software as a service (SaaS)-based application that enables customer service organizations to manage multichannel customer interactions …
Magic Quadrant for IT Service Management Tools
Magic Quadrant, the v endor has introduced new product bundling for its self-ser vice offerings, updated mobile suppor t features and added integrations into A zure Cognitive Ser vices. …
Magic Quadrant for IT Service Management Tools
16/09/2019 Gartner Reprint
Magic Quadrant for the IT Service Desk
Gartner’s 2010 IT service desk Magic Quadrant focuses on enterprise-class vendors that meet Gartner’s criteria, as defined below, which include the vendor’s ability, demonstrated through …
2020 GARTNER MAGIC QUADRANT FOR ENTERPRISE …
Gartner defines an enterprise iPaaS (EiPaaS) as a “suite of integration platform as a service (iPaaS) technologies. An iPaaS provides capabilities to enable subscribers to implement …
FEATURES, BENEFITS AND FREQUENTLY ASKED QUESTIONS
Magic Quadrant? A Gartner Magic Quadrant positions vendors in a market, while a Critical Capabilities provides a deeper dive into providers’ product and service offerings. The Magic …
Mag i c Quad rant f o r Manag e d N e two rk S e rv i c e s
Enterprises use MNS to balance expense optimization with network and security service operations quality. I&O leaders seek AI/machine learning-enabled providers to achieve shorter …
Magic Quadrant for Cloud ERP for Service-Centric Enterprises
All the vendors in this Magic Quadrant sell and suppor t ser vice-centric ERP suites. They all also have broad ser vice-centric ERP offerings, which include industr y-specific applications, …
Capgemini named a Leader in 2024 Gartner® Magic …
a Leader in the 2024 Gartner® Magic Quadrant™ for Service Integration and Management (SIAM) Services for its completeness of vision and ability to execute. The Gartner Magic …
Magic Quadrant for Operations Support Systems - IBM
This Magic Quadrant evaluates the capabilities of end-to-end vendors in the global market for OSS service assurance and fulfillment, a market characterized by simultaneous consolidation …
Magic Quadrant for Data Center Outsourcing and …
This Magic Quadrant focuses on management services for mainframe and centralized server environments, along with their services around hybrid infrastructure management. It evaluates …
Magic Quadrant for IT Service Support Management Tools
IT service support management tools are vital for infrastructure and operations organizations to manage support and delivery of IT services. This Magic Quadrant research profiles key …
Gartner Magic Quadrant for Managed Mobility Services, …
For 2020, Gartner maintains five categories for core MMS deliverables: • Sourcing and Logistics Management – purchasing, provisioning and activating network services, applications and …
Magic Quadrant for Contact Center as a Service - Odigo
Gartner defines CCaaS as a software as a service (SaaS)-based application that enables customer service organizations to manage multichannel customer interactions holistically in …
Magic Quadrant for Cloud Infrastructure as a Service, …
izes, and the evaluation focuses on typical client requirements. This Magic Quadrant covers all the common use cases for cloud IaaS, including development and testing, production …
Magic Quadrant for IT Service Support Management Tools
To better support the business, I&O managers often turn to IT service support management tools. The vendors in this Magic Quadrant offer integrated products that address functionality from a …
Magic Quadrant for Software Asset Management Tools
Gartner defines the software asset management (SAM) tool market as products that provide automation to support the tasks required to maintain compliance with software license use rights.
Atos positioned as a Leader in the 2025 Gartner® Magic …
The 2025 Gartner Magic Quadrant for Outsourced Digital Workplace Services replaces three separate regional Magic Quadrants for North America, Europe and the Asia/Pacific region, …
2020 GARTNER MAGIC QUADRANT FOR PRIVILEGED …
The Gartner Magic Quadrant for Privileged Access Management provides a glimpse into some of the top vendors in the market, the tools they offer, as well as some of their strengths in the …
Magic Quadrant for Identity and Access Management as a …
This Magic Quadrant rates vendors on their abilities to be global, general purpose identity and access management (IAM) service providers for multiple use cases. The vendors in this Magic …
Magic Quadrant for Contact Center as a Service - DMGI
Aug 22, 2022 · Gartner defines CCaaS as a software as a service (SaaS)-based application that enables customer service organizations to manage multichannel customer interactions …
