An Innovative Approach
A new, innovative approach to IT is required: the unification of IT operations management and service management.
Combining PC lifecycle management and IT service management tools can facilitate improved business processes when
operational execution is tightly coupled with the control process. PC lifecycle management solutions are focused on operational
execution, helping ensure that system availability is high and that IT assets are optimized throughout their lifecycle.
By contrast, service management products are focused on control processes and function to ensure that service quality,
customer satisfaction, and first-call resolution levels are of a consistently high standard.
Unifying Infrastructure and Service Management
Blending these critical applications and unifying infrastructure management and service management enables IT to meet
rising expectations by delivering broader and more proactive services to the business. This innovative approach benefits
customers by increasing first-contact resolution rates and enhancing infrastructure availability. Cost savings are realized
when the service desk is armed with tools to perform remote desktop support, reset passwords or redeploy problematic
software in an automated fashion. Service levels are achieved when first-line support can deploy standard changes with
automated service request fulfillment processing.