Frameworks and Methodologies

See what ITIL, ISO, COBIT, and other frameworks and methodologies can offer your support center.

 

The current world of IT is complex, and getting more complex every day. The business appetite for information is increasing, and our traditional approach to managing and curating demand must accelerate in response. To satisfy this demand, many are looking to adopt agile development...

Tag(s): webinars, framework and methodologies, framework, service management, ITSM, IT service management, it governance

 
The current world of IT is complex, and the best set of processes for your organization might be a combination of frameworks and methodologies rather than just one. This infographic illustrates data on how organizations of all sizes and across industries are using a comination of frameworks and...
Tag(s): framework, framework and methodologies, infographic

 
Today’s technical service and support professional can choose from an assortment of frameworks designed to improve support practices, and most organizations have implemented at least one. However, with so many choices, how do you choose the right framework for your organization? The good news...
Tag(s): COBIT, framework, framework and methodologies, IT service management, it governance, ISO20000, ITSM, ITIL, service management

 
Policy and process refinement, top-down awareness of security and compliance responsibilities, training for the entire organization, and deploying the right technologies are the critical components of a sustainable security program that will stand up to any regulatory framework that comes...
Tag(s): security management, framework and methodologies, framework, IT service management, methodology

 
Here's everything we have on the topic of service management.
Tag(s): service management, KCS, KM, knowledge management, knowledge-management-systems, ITIL, best practice, problem management, continual service improvement, change management, service catalog, IT service management, ITSM, asset management, capacity management, configuration management, continuity management, framework, framework and methodologies, infrastructure change management, infrastructure management, organizational change management, process management, project management, release management, risk management, security management, service continuity management, service delivery, service strategy, service transition, service quality, service support

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, toolbox, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

 
It all started in the spring of 2009, after coming in as the runner-up for the HDI Team Excellence Award. We knew we were delivering great service to our customers, making recommendations to be more effective, and creating a great working environment, but there was something missing. After...
Tag(s): process, practices and processes, framework and methodologies, people, customer service

 
We often hear of the importance of managing the risks associated with making personal investments. Until we understand investing well enough to weigh equity against the level of tolerable risk, we risk making uninformed decisions that could have devastating results. The same principle holds true...
Tag(s): process, practices and processes, framework and methodologies

 
When it comes to customer service, it really is only as good as the customer says it is. But what do you do when your customers think your service is great, but you know it could be a whole lot better? Think Lean! We did, and we were able to reduce our abandoned call rate from 28 percent to 9...
Tag(s): people, customer service, process, framework and methodologies

 
Call it the cloud. Call it converged infrastructure. Call it hybrid delivery, or whatever the marketers come up with next. The fact is, the world of IT has changed. It’s the “new IT.” But let’s be honest: it’s not altogether new, and it’s not altogether IT. So what is it, and how is it going to...
Tag(s): process, business of support, framework and methodologies