If you haven't figured out a meaningful way to measure each strategic goal and supporting initiative, it doesn't belong in your plan. If you're not tracking it via your scorecard, don't keep it. If it's not worth the time to measure and track, it doesn't belong in your strategic plan.
Tag(s): white paper, service strategy, business of support
Date Published April 29, 2015 - Last Updated April 30, 2015
Many outsourcing agreements provide clients with the right to benchmark price and service levels. Some clients struggle to successfully gain the benefit of benchmarking. Contrary to popular belief, the primary obstacle to a successful benchmark is not the service provider, but the benchmarking...
Tag(s): white paper, benchmarking, best practice, metrics and measurements
Date Published April 29, 2015 - Last Updated January 14, 2016
Whether you're buying for the first time or just replacing your current system, this white paper aims to provide concrete advice on buying and implementing a help desk system. Below, we have condensed the information and focused on what really matters—and, equally important, on what to...
Tag(s): white paper, technology, business of support, best practice, service desk technology
Date Published April 29, 2015 - Last Updated January 14, 2016
When you shop online, you probably gravitate toward those vendors that provide a catalog of requestable services listing all of the products they offer. Usually, this catalog includes a brief description of each item, its price, and its delivery time. From the catalog, you easily drill down for...
Tag(s): white paper, service catalog, practices and processes, ITSM, best practice
Date Published April 29, 2015 - Last Updated April 30, 2015
Focusing on IT value to the business—at the least cost and amount of time—requires a different view of IT service management, one from a business-value perspective or a customer-oriented approach. Successful IT organizations redirect focus to business transformation and business growth...
Tag(s): white paper, service management, process, business alignment, ITSM, practices and processes
Date Published April 29, 2015 - Last Updated January 14, 2016
While large enterprises have a well-defined security mechanism in place with dedicated personnel to look after it, in most SMBs the scenario is less organized, short-staffed, and under-equipped. They have a small number of IT staff who manages to give only a portion of their time towards the...
Tag(s): white paper, security management, risk management, technology
Date Published April 29, 2015 - Last Updated January 14, 2016
For years organizations have struggled with the concept of change. We know that we need to change; we just don't do a good job of planning and managing change within the IT organization. With the introduction of ITIL v3, three new concepts have been brought to light that will help your...
Tag(s): white paper, process, practices and processes, ITIL, change management, service transition, service management, IT service management, IT-business alignment, framework and methodologies
Date Published April 29, 2015 - Last Updated April 30, 2015
Service-oriented architecture (SOA) promises to deliver exceptional flexibility and cost savings to IT by defining a methodology for the use and reuse of software components and business processes. SOA focuses on bridging the gap between business processes and IT through well-defined,...
Tag(s): white paper, technology, service management, IT-business alignment, IT service management, business of support
Date Published April 29, 2015 - Last Updated January 14, 2016
The service level management process represents the heart of any ITSM program, as it deals with managing customer expectations and defining the level of service to be provided. In cloud-based or multisourced environments this is of particular importance, since accountability for the end-to-end...
Tag(s): white paper, service level management, process, practices and processes, service management, service level agreement
Date Published April 29, 2015 - Last Updated January 14, 2016
For many enterprises, service catalogs can be a double-edged sword. They allow you to automate and publish, via the web, access to a vast library of applications and corporate information to both internal and external constituencies. Yet access to anduse of those applications and corporate...
Tag(s): white paper, security management, risk management, technology, service catalog, compliance
Date Published April 29, 2015 - Last Updated April 30, 2015