The IT Strategy Toolkit

With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the plethora of definitions on offer. The easy-to-use toolkit presented in this article provides a simple, yet effective, tried-and-true...
Date Published May 23, 2012 - Last Updated July 7, 2020

How Many ITIL Experts Do You Need to Change a Light Bulb?

Some will no doubt think this is heresy, but the fact is that ITIL is a process framework. It is not prescriptive (in either ITIL v3 or ITIL 2011, but more on that later), and the books do not actually provide a method for designing services; rather, they provide the (presumably) required processes.
Date Published May 22, 2012 - Last Updated May 11, 2016

Emory Healthcare Case Study

We focused on streamlining processes to eliminate duplication of effort and improve efficiency.
Date Published - Last Updated June 2, 2016

The Keys to an IT Best Practice Reporting Framework

A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Date Published - Last Updated December 30, 2014

Apply the ITIL Framework with Confidence

Because of the nature of business today, IT management has shifted from a set of tactical tasks to some of the most strategic initiatives within an organization. The mere fact that IT management is now part and parcel of the overall executive management team is a testament to the significant...
Date Published - Last Updated April 30, 2015

Date Published - Last Updated March 27, 2025

Paychex Case Study

We needed to find ways to head off the expected volume increase while expanding the breadth of knowledge across all of our support agents.
Date Published - Last Updated June 2, 2016

Allstate Case Study

While it was clear the Knowledge-Centered Support (KCS) methodology would help to address some of the key problem areas within the ATSC, it was also evident that KCS would have significant benefits for the organization.
Date Published - Last Updated June 2, 2016

Spectrum Health Case Study

We observed our colleagues using the request tools where they worked. We realized that we needed to present information in a role-specific manner.
Date Published - Last Updated June 2, 2016

Teco Energy Case Study

After completing its reorganization in January 2012, it quickly became clear that for the reorganization to work, KCS would have to be institutionalized in our organization.
Date Published - Last Updated June 2, 2016