This paper is intended to provide guidance for those who are in the midst of, or are considering, IT process improvement project implementations based upon ITIL, and are asking questions about how implementing ITIL might impact their current and future implementation plans.
Tag(s): white paper, HDI, ITIL, framework and methodologies, ITSM, practices and processes, service management
Date Published April 29, 2015 - Last Updated April 30, 2015
In this white paper, learn why social media is important and how to get started with it. Explore the pros and cons of each social media channel and method, and learn about some best and worst practices.
Tag(s): white paper, HDI, social media, best practice
Date Published April 29, 2015 - Last Updated April 30, 2015
Have you ever been part of an IT project that started with high hopes and fanfare, but ended up behind schedule, over budget, and ultimately in trouble? This scenario might sound like a professional nightmare, but for many IT project managers it has at some point been an unwelcome and dreaded...
Tag(s): white paper, project management, process, PMO, PMP, PMI
Date Published April 29, 2015 - Last Updated January 14, 2016
An effective, first-rate help desk is easy to spot—you can hear it, see it, and feel it. You can hear it in the satisfied relief of callers thanking support personnel. You can see it in help desk metrics that prove speed, effectiveness, and successful problem resolution. You can feel it in help...
Tag(s): white paper, process, leadership, customer satisfaction, customer service, service quality, best practice, people
Date Published April 29, 2015 - Last Updated January 14, 2016
Today’s demanding service environment requires service leaders to deliver cost-effective, quality services that meet the dynamic needs of the business. One all-important aspect of service delivery is cost. Service leaders must know their costs at all times and have a strategy for driving down...
Tag(s): white paper, process, metrics and measurements, customer satisfaction, customer service, incident management, practices, service management, single point of contact, support models
Date Published April 29, 2015 - Last Updated January 14, 2016
As the support center continues to grow in its abilities to support users, the IT industry is putting a new focus on the solve rate. In the past, the industry strongly emphasized tier I overall and first-call solve rates. While these metrics remain extremely important, a support center seeking...
Tag(s): white paper, service desk, metrics and measurements, service management, best practice
Date Published April 29, 2015 - Last Updated April 29, 2015
Are you on a path to become an ITIL v3 Expert? You're not alone. Many consultants, practitioners, and job seekers see this certification as a means of improving their work and IT opportunities. How can you successfully prepare yourself for the long and arduous road to certification? Follow these...
Tag(s): white paper, ITIL, framework, process, training, culture, people, framework and methodologies
Date Published April 29, 2015 - Last Updated April 30, 2015
Service quality is certainly in the eyes of the beholder, and the customer experience is an essential part of service quality. If you remove the customer as the main focus of a service quality strategy, you will lose sight of the purpose around creating and delivering a consistent, quality...
Tag(s): white paper, customer satisfaction, customer service, business of support, process, service quality, best practice, culture
Date Published April 29, 2015 - Last Updated April 30, 2015
One of the “quality problems” to have, as your business grows, is the challenge of managing all of your resources. This white paper will present some easy ways to successfully implement and deploy a configuration management database (CMDB), and explain how you can adopt a CMDB for rest of the IT.
Tag(s): white paper, configuration management, asset management
Date Published April 29, 2015 - Last Updated April 30, 2015
High-performing IT organizations recognize the need to control and account for the IT assets that provide support for their IT infrastructure and service level agreements. A solid configuration management process, supported by an easy to‐use and information-rich configuration management database...
Tag(s): white paper, process, ITIL, best practice, practices and processes, configuration management, change management
Date Published April 29, 2015 - Last Updated April 29, 2015