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Modeling the Enterprise IT Infrastructure: An IT Service Management Approach
White Papers Organizations are increasingly recognizing ITIL as the standard for IT Service Management. ITIL provides a best practice process-based framework for supporting and delivering IT services to enable the enterprise to meet its business goals.
[March 22, 2006, 0:01]
Configuration Management: A CA IT Service Management Process Map
White Papers CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. Each map details each ITIL process (track), the ITIL process activities (stations) that must be navigated to achieve ITIL process...
[September 15, 2007, 1:01]
How to Produce an Actionable IT Service Catalog
White Papers The ITIL framework is based on the concepts of Service and Customer Care, and the Service Catalog is at the core of these fundamental concepts. Many IT groups produce a Service Catalog as part of their ITIL Service Level Management deployment.
[April 21, 2006, 1:01]
CMDB: The Heart of IT Service Management
White Papers A CMDB helps you implement ITIL best practices successfully, and it provides the basis for information sharing to facilitate cross-functional process integration. Whether or not you adopt ITIL best practices, you should consider using a CMDB to...
[March 22, 2006, 0:01]
Financial Management for IT Services: A CA IT Service Management Process Map
White Papers CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. Each map details each ITIL process (track), the ITIL process activities (stations) that must be navigated to achieve ITIL process...
[March 16, 2009, 7:13]
IT Services Management Service Brief: ITSM Assessment
White Papers A primary focus of IT Service Management (ITSM) is the application of IT best practices (founded in ITIL) to enable IT to be a more effective service provider across the enterprise to satisfy the organization's business requirements.
[April 19, 2006, 1:01]
Connecting Business and IT Goals with Closed Loop Client Management
White Papers BMC Software delivers a complete solution, based on ITIL best practices, that provides a "Closed loop" approach to client management. This paper investigates the problems associated with client management; explains the ITIL best practices for...
[November 17, 2006, 8:09]
Control Framework Misconceptions
White Papers ITIL and ISO 17799 are excellent sources of practice information, but they are not control frameworks. Use COBIT as the control framework reference and then leverage ITIL and ISO 17799 for process improvement.
[March 20, 2006, 23:00]
Trends 2005: IT Service Desk
White Papers In service desk circles, 2005 may well be the year of ITIL. The UK-based IT Infrastructure Library, a set of IT standards, will continue to be the hot topic at IT service desk conferences, and every new release of service desk software stresses...
[May 4, 2009, 5:18]
6 Steps Improved Service Quality
White Papers The No.1 reason for IT Infrastructure Library (ITIL) adoption according to a recent Evergreen Systems report is to improve service quality. Many consultants advise adopting formal Change Management (CM) processes as a solution to this common IT...
[February 2, 2007, 23:00]
Getting IT What It Needs From the IT Financial Management Process
White Papers ITIL or the Information Technology Infrastructure Library is a consistent and comprehensive documentation of best practices for IT Service Management. ITIL has been adopted by a host of large and small global companies, mostly in the UK, Canada...
[November 23, 2004, 2:00]
Procter & Gamble Touts IT Services Model, Saves $500 Million
White Papers Procter & Gamble implemented ITIL's "Follow The Sun" management process, which entails staffing data and operations centers around the world according to time zone. Among the IT processes ITIL addresses are: service-level management, capacity...
[March 14, 2006, 23:00]
Availability Management: A CA IT Service Management Process Map
White Papers CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. Each map details each ITIL process (track), the ITIL process activities (stations) that must be navigated to achieve ITIL process...
[October 31, 2007, 0:06]
ITSM and the Utility Computing Puzzle
White Papers IT Service Management and ITIL are an integrated, process based, set of best practices to manage IT services. It can be derived that ITSM, which is founded in ITIL industry accepted best practices, is the necessary enabler for Utility Computing to...
[November 23, 2004, 2:00]
Incident Management: A CA IT Service Management Process Map
White Papers CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. This paper discusses how to navigate a particular ITIL process journey, reviewing each process activity that must be addressed in...
[May 8, 2009, 4:22]
Achieving Integrated IT Service Management
White Papers Increasingly, IT Infrastructure Library (ITIL) practices are being adopted to improve the quality of IT services and reduce operating costs. Fujitsu provides the Systemwalker products that support IT service management according to ITIL best...
[February 10, 2009, 0:20]
Service Management From HP: A Holistic Solution - The New Era of Service Management
White Papers The attendee of this webcast can learn about HP Service Management Framework ITIL updates and the tools to realize a service-centric IT organization. As an industry leader and one of the first to provide ITIL v3 based courses and exams, HP is...
[November 15, 2007, 0:01]
Project Management & Business Skills Training Catalog
White Papers Our latest training courses offer expert instruction and exam prep for project management, business skills, business analysis, and ITIL. The complete ITIL v3 Qualification Scheme (page 36) Improve your professional skills and increase your efficiency
[December 10, 2009, 23:00]
HP OpenView Service Desk Process Insight Software 1.1
White Papers HP OpenView Service Desk Process Insight is an HP OpenView Business Process Insight solution to monitor the IT Service Management (ITSM) and IT Infrastructure Library (ITIL) processes managed by HP OpenView Service Desk solution.
[March 15, 2006, 0:01]
Service Management From HP: A Holistic Solution - Service Operations Are Key for Great Management
White Papers The presenter explains how ITIL v3 shapes a better service operations environment. HP literally helped write the book on ITIL v3, so no other provider is better prepared to help to execute on the ITIL v3 initiatives.
[November 15, 2007, 0:01]
