VMware - VMware Service Manager 9

Date: February 23, 2011
Pages: 15
US$ 995.00
Publisher: Ovum
Report type: Brief Review
Delivery: E-mail Delivery (PDF)
ID: VF9429394A3EN

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VMware - VMware Service Manager 9

IT functions are currently being squeezed by the enterprise-wide mandate to "deliver more with less," as well as the need to maximize the availability of business-critical IT services. In addressing this squeeze, the business adoption of the ITIL best practice process framework has raised the profile of, and increased the necessity for, tools to support ITSM.

Features and benefits
  • Aligned to ITIL v3 ITSM best practice. Functionally rich and easy to use.
  • Unified platform, 100% web-based, with strong integration capabilities.
  • Strong knowledge management capabilities across ITIL processes.
  • A SaaS version is not available yet, although SaaS-delivery is offered through VMware partners.
  • Can also support customer service, facilities, and human resources functions for business-wide service management.

VMware Service Manager 9 is applicable to organizations within all verticals and of all sizes.

The solution can help to maximize IT service availability and improve IT-to-business alignment.

VMware Service Manager 9 is also suitable for non-IT service desks.

Your key questions answered
  • VMware Service Manager should be considered by any medium-sized to large organization looking to introduce IT service management processes/technology.
  • VMware Service Manager is a vertical-agnostic offering which is appropriate for organizations across a wide range of industry sectors.
  • Organizations wishing to consolidate service desks should also consider VMware Service Manager for customer service, facilities, and human resources.
  • The partner-provided SaaS offering can remove the burden of providing and supporting an IT-focused support solution internally.
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