Case Studies

Can social media replace an IT service desk? It offers new ways to connect with customers and users, but it can hurt business and productivity and reduce customer satisfaction.

Learn how a Global Learning Program Infuses IBM Partners with Cloud and SoftLayer Expertise. A needs analysis case study about Global Knowledge training.

Global Knowledge delivered the experience and know-how to provide the expert, customized IBM Tivoli training needed in a short time frame.

Investments in ITIL made by IT I&O leaders often show few results, raising questions about the value of ITIL and the quality of leadership.

Customer perception matters because customer quality of experience (QoE) is the vital factor in delivering cloud computing services — and the key to your success

The benefits of well-formed and managed process include improved productivity, lower costs, higher quality, less turnover and better morale.

This brief explores how IT leaders can use cloud computing safely and effectively.

Most organizations use ITIL service management to improve their service delivery, those orgs often face significant challenges with cloud computing.

This brief examines how having an effective whether-to-adopt decision process increases your chance of success when adopting cloud computing.

Understand cloud's strengths and weaknesses. Minimize adverse outcomes by understanding that cloud’s positive benefits come with risks.