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...
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...
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...
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,...
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