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,...
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...
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...
Date Published April 29, 2015 - Last Updated April 30, 2015
This white paper addresses a key confusion point about service catalogs, and why the service catalog might be the most important ITIL concept you should consider and implement.
Date Published April 29, 2015 - Last Updated April 30, 2015
In many large organizations, the role of the IT function is poorly communicated and hence misunderstood. IT groups often view business users as overly demanding and under appreciative, while users perceive IT as reactive and defensive. In recent years, frameworks such as ITIL have emerged,...
Date Published April 29, 2015 - Last Updated January 14, 2016
This white paper explores the art of service catalog management: how to create, how not to create one, the challenges and benefits, and top tips for setting it up and improving it.
Date Published April 29, 2015 - Last Updated April 30, 2015
Today’s business world, in its pursuit for enhanced efficiency, is opening up more and more to all devices that can improve workforce mobility and productivity. Technology has supported our need for mobility and has also provided additional means of communication. Laptops, smart phones, memory...
Date Published April 29, 2015 - Last Updated April 30, 2015
The concept of total contact ownership is relatively simple: “You answer it, you own it.” But it's really about the consistent delivery and alignment of all support groups working together to deliver end-to-end, seamless and transparent services. In pursuit of issue resolution and getting the...
Date Published April 29, 2015 - Last Updated January 14, 2016
The traditional "command and control’ service desk and IT asset management models that served corporate IT so well are now straining to keep up with the pace of twenty-first-century business. The old models made sense in the past, when it was important to protect expensive IT resources and...
Date Published April 29, 2015 - Last Updated April 30, 2015
This guide outlines the path to an aligned service strategy and structure that supports and governs the people, integrated processes, and tools supported by a balanced performance scorecard.
Date Published April 29, 2015 - Last Updated June 23, 2016