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,...
Tag(s): white paper, service catalog, ITIL, ITSM, business alignment, best practice, framework and methodologies
Date Published April 29, 2015 - Last Updated January 14, 2016
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...
Tag(s): white paper, process, best practice, support models, service quality, customer service
Date Published April 29, 2015 - Last Updated January 14, 2016
Remote control software enables you to work on a remote computer in real time as if you were using its own keyboard and mouse. The other computer can be physically located across the hall or around the world. Remote control software has been around for over twenty years and was originally used...
Tag(s): white paper, technology, remote support tools, desktop support, communications technology, service desk technology
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...
Tag(s): white paper, support models, service strategy, business of support
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.
Tag(s): white paper, balanced scorecard, best practice, practices and processes, tools, technology
Date Published April 29, 2015 - Last Updated June 23, 2016
Convincing the CFO of the value your ITIL initiative brings to the business may be the biggest challenge you face. It may also be the most important role you play as an IT leader. We need to rethink the way we describe our vision and high-level business objectives for our ITIL initiative. The...
Tag(s): white paper, process, ITIL, business of support, service management, business alignment, framework and methodologies, IT service management
Date Published April 29, 2015 - Last Updated January 14, 2016
By setting expectations and clarifying the business benefits, self-service leaders can embark on a continuous journey of selling the value of people helping themselves, 24x7, to achieve lower operating costs and a better customer experience.
Tag(s): white paper, self-service tools, process, knowledge management, KM, best practice
Date Published April 29, 2015 - Last Updated January 14, 2016
This white paper illustrates key knowledge management milestones in context of the KCS journey. For each phase, we describe the relevant benefits and measures and how these factors change as organizations mature from adoption through proficiency. We specifically note the tell-tale conditions,...
Tag(s): white paper, service desk, KCS, knowledge management, best practice, metrics and measurements
Date Published April 29, 2015 - Last Updated January 14, 2016
Organizations that are focused on applying best practices from ITIL have numerous questions about the newest release, ITIL v3. Will it live up to the expectations of IT executives who must continually face the challenge of supporting innovative projects to help their companies grow? Can this...
Tag(s): white paper, service management, service strategy, process, ITIL, IT-business alignment, IT service management, business of support, best practice, business alignment, ITSM
Date Published April 29, 2015 - Last Updated January 14, 2016
These days, it seems that all the talk in the industry centers around things like the configuration management database (CMDB), service portfolio, desktop virtualization, and other really important issues. While it’s exciting and sexy to talk about these trendy topics, we shouldn’t lose sight of...
Tag(s): white paper, incident management, process, business of support, continual service improvement, service management
Date Published April 29, 2015 - Last Updated April 30, 2015