itil

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Aligning COBIT 4.1, ITIL V3 and ISO/IEC 27002 for Business Benefit

This management briefing is the result of a joint study initiated by the UK's Office of Government Commerce and the IT Governance Institute in response to the growing significance of best practices to the IT industry and the need for senior business and IT managers to better understand the value...

Tags: Benefit, Best Practice, ITIL, Process Improvement, It Services, Service Level Management, Quality, Business Operations, It Operations, It service Management

White papers 2009-10-15

Empowering ITIL Success With WhatsUp Gold

WhatsUp Gold provides cross-silo application and infrastructure support, a rich set of monitoring methods, and single console coverage across multiple management domains. These capabilities make it an ideal platform for planning and deploying ITIL Information Technology Infrastructure Library based processes. ITIL processes can provide substantial benefits to IT organizations including...

Tags: Ipswitch Inc., Information Technology, WhatsUp Gold, ITIL, Process Improvement, It Services, Quality, Business Operations

White papers 2009-10-01

Forrester's Randy Heffner: only one percent turned off by SOA so far

Nailed ItGreat article, providing reassurance that SOA is very much alive and kicking and underscoring the notion that SOA exists at a strategic business level. With regard to approaching SOA from a "service portfolio management" perspective, I'd like to add that ITIL can really help set a nice foundation for...

Tags: Service-oriented architecture (SOA), Web services, ITIL, Middleware, Enterprise software, IT Services, Forrester Research Inc., SOA

Discussion threads 2009-09-14

ITIL - One Step at a Time: A Worry Free Approach to Implementing a Pragmatic ITIL Solution

The Information Technology Infrastructure Library ITIL is the most popularly adopted best practice implementation available today and includes an IT management framework emphasizing management from the perspectives of both the business and IT service consumers. By utilizing a pragmatic approach to implementing ITIL, significant improvements to an IT infrastructure can...

Tags: Information Technology, Kace, ITIL, Process Improvement, It Services, Strategy, Quality, Business Operations, Management

White papers 2009-09-01

TOGAF 9 and ITIL V3

This paper describes the development of TOGAF The Open Group Architecture Framework and ITIL as a background to discussions about the potential overlap in the processes they both describe. It does not describe the models themselves. The development of information systems in large organizations, and in multipart supply-and-demand chains, has...

Tags: Model, Best Practice, TSO, Best Practice Model, ITIL, Process Improvement, It Services, Quality, Business Operations

White papers 2009-09-01

Cross-Reference ITIL V3 and MOF 4.0

IT organizations are continuously being challenged to deliver better IT services at lower cost in a turbulent environment. Several management frameworks have been developed to cope with this challenge, one of the best-known being the IT Infrastructure Library ITIL. At the highest level, both frameworks follow a lifecycle approach, but...

Tags: Information Technology, Lifecycle, TSO, IT Organization, MOF, ITIL, Process Improvement, It Services, Strategy, Quality, Business Operations, Management

White papers 2009-09-01

ITIL That Fits Your Business

A significant percentage of ITIL implementations are simply never completed, after months of training, certification tests, and effort, while it is also common to find that an ITIL implementation has actually increased the workload of IT staff members without improving service or reliability. Both of these outcomes may be avoided...

Tags: EnterpriseWizard, ITIL, Process Improvement, It Services, Quality, Business Operations

White papers 2009-08-26

ITIL 3 leads way in helping IT transform into mature business units

The "reset economy" has moved the business and operations maturity process of IT from "nice to have" to "must have," if costs are going to be cut without undermining operational integrity. by Dana Gardner

Tags: Information Technology, ITIL, Process Improvement, Strategy, It Services, Quality, Business Operations, Management, Dana Gardner

Blog posts 2009-08-23

BC Call Center 3.6 (Windows)

The BC Call Center gives you the tools needed to quickly set up a coherent support platform, saving you and your business time and money, decrease your response times and increase the efficiency of your client service operations. Features include historical records, archiving, call ownership and assignments, statistical and call...

Tags: Call-center, Microsoft Windows, Bill Catchem Software, Call Centers, Customer Relationship Management (CRM), ITIL, It Operations, Enterprise Software, Software, It Services

Software downloads 2009-08-01

ALC Maintains System Integrity With Tripwire Configuration Control Solutions

Since 1976, the Atlantic Lottery Corporation ALC has been contributing to Atlantic Canada's economy and way of life by generating significant revenue on behalf of the governments of Nova Scotia, New Brunswick, Newfoundland and Labrador and Prince Edward Island. The challenge was to demonstrate compliance with federal and provincial online...

Tags: Audit, Tripwire, ALC, Change Management, Games, Financial Accounting, Leadership, ITIL, Tools & Techniques, Management, Personal Technology, Finance, It Services

Case studies 2009-07-18

Like ITIL, but for managing greenhouse emissions

Remember how the Information Technology Infrastructure Library ITIL transformed the management of IT projects and maintenance? Well, the British Standards Institute has now come up with a specification that provides guidepoints for improving energy efficiency. The framework is called BS EN 16001, and it offers tips for how to write...

Tags: Greenhouse Gas Emission, Information Technology, Specification, ITIL, Process Improvement, It Services, Quality, Business Operations, Heather Clancy

Blog posts 2009-07-08

PalmGreetings.com CardBrowser 1.0 (Mobile)

PalmGreetings.com is the world's first & only e-card service for Palmtops & Handheld devices and soon WAP phones, besides the regular support for desktop PCs and browsers. It?s a community now happening where you & me will be able to send/receive greeting cards to anyone, from anywhere and anytime. That?s...

Tags: Mobile, E-card, PalmGreetings.com, ITIL, Process Improvement, It Services, Quality, Business Operations

Software downloads 2009-07-08

ITIL® Service Catalog

View Available Dates and LocationsIn this course, you will learn the best practices in preparing for and implementing a Service Catalog and a Service Catalog management process according to ITIL best practices. You will cover the overall concepts, policies, requirements, and planning required for a successful Service...

Tags: ITIL Service Catalog Certification, ITIL, Process Improvement, It Services, Quality, Business Operations

Training 2009-07-01

HP ITSM Software Optimises Business Processes at ZithaKlinik Boosting Service Delivery

ZithaKlinik wanted a reliable IT Service Management ITSM platform to boost service delivery and quality to internal and external customers. ZithaKlinik launched an IT Optimisation by Process Management ITOP project. Exigo Consulting conducted an in-depth IT Infrastructure Library ITIL maturity assessment following ISO 15504 and customised ITIL training. ZithaKlinik deployed...

Tags: Software, Business Process, Hewlett-Packard Co., Information Technology, HP ITSM Software, ITIL, It Services, Process Improvement, Service Level Management, Strategy, Quality, Business Operations, It Operations, It service Management, Management

Case studies 2009-07-01

HP Service Manager Ensures Standardized Responses to Support Calls, Provides Foundation for Improved Performance, Availability

Business travelers choose Carlson Wagonlit Travel for a variety of reasons. One is the talent and expertise of its staff. Equally important is the technology Carlson provides to business travelers, which enables them to book and manage their own itineraries. Carlson Wagonlit wanted to standardize and improve enterprise support processes....

Tags: Carlson Wagonlit Travel, Service Management, Hewlett-Packard Co., Performance, It Services, ITIL

Case studies 2009-07-01

Integrating Six Sigma and ITIL for Continual Service Improvement

The introduction of formal ITIL processes into an organization can be, and normally is, a very time-consuming, expensive and sometimes organizationally exhausting task. Many organizations, upon completing their process implementation projects, breathe a sigh of relief and presume that the processes will go on forever. Sadly, that is not the...

Tags: Organization, TSO, ITIL, Process Improvement, It Services, Six Sigma, Quality, Business Operations

White papers 2009-07-01

Five reasons why ITIL implementations fail [video]

Lots of organizations are jumping on the bandwagon of ITIL hoping to improve the management and efficiency of their IT departments. Unfortunately, many are ill-prepared to deal with the challenges of implementing ITIL. In this episode of Sanity Savers for IT executives Jason Hiner discusses five real-world...

Tags: Video, ITIL, Process Improvement, It Services, Quality, Business Operations, Larry Dignan

Blog posts 2009-06-15

Learn About BMC's AlarmPoint Alert Management Platform and Watch the Product in Action

Now, more than ever, organizations are feeling the pressure to do more with less while still accelerating core ITIL processes, reducing IT operations costs, and improving operational effectiveness. Alert Management can help companies combat the pressures of business initiatives by accurately and efficiently targeting and delivering critical service delivery and...

Tags: BMC Software Inc., It Management, ITIL, It service Management, It Services

Webcasts 2009-06-11

Tough Love: When IT Security Hurts Your Business

As the pace of IT commoditization accelerates in response to laws like Sarbanes-Oxley, some security departments find themselves at odds with IT and the business. One solution that seems to work is to engage more with the business and devolve some security functions into day-to-day operations. Service Management concepts, like...

Tags: Global Knowledge, Information Technology, IT Security, It Services, ITIL, Management, Security, Strategy

White papers 2009-05-20

SysAid Help Desk and Asset Management 6.5 (Windows)

SysAid is a dynamic and highly intuitive free software solution for small to medium-sized organizations. It provides extensive Helpdesk,Asset Management, Monitoring, Reports and Analysis, Knowledgebase, Live Chat, and IT Benchmarking applications in a simple, attractive and easy-to-use package. The software comes with standardized templates to help you get started right...

Tags: Asset, Software, Ilient, Asset Management, Microsoft Windows, SMS, SysAid, SysAid Software, Text Messaging/SMS/MMS, Tools & Techniques, Telephony, E-mail, Change Management, ITIL, Help Desk, Cellular Phones, Consumer Electronics, Personal Technology, Online Communications, Management, Networking, It Services, It Operations

Software downloads 2009-05-08