In IT operations, event monitoring and control - where you continuously monitor the health of IT infrastructure and take proactive measures to prevent the interruptions in IT services- is dominated by tools and technology but there is a meticulous process behind it. This book tries to demystify the underlying process for this kind of operation management. There are lot many books on service management but those books do not cover this subject adequately and leave this area to be addressed by tools and technology. Tools vendor on the other hand, focus on the tool part, leaving the process...

Software asset management (SAM) is an essential need for all IT organizations, not just because of the cost of software but also because of the potential litigation of copyright violation for use of unlicensed software. Most of the organizations deploy tools for software asset management, but fail to achieve the desired goals because tools are a small part of the holistic solution. This books explains the underlying complexity of SAM and includes all aspects of SAM solution that includes solution architecture, the SAM processes, tools and function and provide a guideline to develop, build and...

The scale of enterprise IT environments are growing rapidly and computing resources are deployed in abundance. Consequently, management of IT operations gets increasingly complex. Service Maps and the CMDB (Configuration Management Database) are key tools to enable an organization to intelligently manage the complexity of dependencies and relationships between components. Theoretically, this sounds reasonable and easily achievable, especially since the concept of a CMDB was introduced in ITIL v2 more than a decade ago and the assumption is that almost all organizations that have adopted ITIL...