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ZDNet Resources
- Fundamentals of Service Management
- In drawing up a Service Level Agreements SLA, the customer has to justify the level of service he or she requires and to provide a growth forecast. To do this, customers must show either a cost or other benefit, which would normally be based on a business case. If then...
- Tags: Business Case, SLA, Service Management, Nextslm.org, Service Level Management, It Operations, It service Management
- White papers 2005-01-18
- Introduction to ITIL: Early US Adopters Show Business Value
- Established in 1989 by the United Kingdom's former Central Computer and Telecommunications Agency CCTA to improve its IT organization, ITIL consists of an inter-related set of best practices for lowering the cost, while improving the quality of IT services delivered to users. To achieve these goals, the IT department must...
- Tags: Information Technology, Nextslm.org, ITIL, Process Improvement, It Services, Strategy, Quality, Business Operations, Management
- White papers
- Service Support Metrics
- This paper will review each ITIL metric individually by quoting the ITIL definition, describing it in clear and concise terms, and making recommendations on how to best leverage the data for both IT managers and business managers. By focusing on these key metrics, you can help illustrate the value of...
- Tags: Nextslm.org, ITIL, Process Improvement, It Services, Quality, Business Operations
- White papers
- ITIL Basics - Incident Management
- ITIL Incident Management aims to minimize disruption to the business by restoring service operation to agreed levels as quickly as possible. This webcast provides information on ITIL Incident Management.
- Tags: Nextslm.org, Incident Management, ITIL, Process Improvement, It Services, Quality, Business Operations
- Webcasts
- ITIL Basics - Problem Management
- Problem Management investigates the underlying cause of incidents, and aims to prevent incidents of a similar nature from recurring. By removing errors, which often requires a structural change to the IT infrastructure in an organization, the number of incidents can be reduced over time. This webcast provides information on ITIL...
- Tags: Problem Management, Incident, Nextslm.org, ITIL, Process Improvement, It Services, Quality, Business Operations
- Webcasts
- ITIL Basics - Change Management
- Change Management is the practice of ensuring all changes to Configuration Items are carried out in a planned and authorized manner. This includes ensuring that there is a business reason behind each change, identifying the specific Configuration Items and IT Services affected by the change, planning the change, testing the...
- Tags: Change, Nextslm.org, Change Management, ITIL, Process Improvement, Leadership, It Services, Tools & Techniques, Management, Quality, Business Operations
- Webcasts
- ITIL Basics - Configuration Management
- Configuration Management is the implementation of a database (Configuration Management DataBase - CMDB) that contains details of the organization's elements that are used in the provision and management of its IT services. This webcast provides information on ITIL Configuration Management.
- Tags: CMDB, Configuration Management, Nextslm.org, ITIL, Process Improvement, It Services, Quality, Business Operations
- Webcasts
- ITIL Basics - Release Management
- The practice of effective Software Control & Distribution involves the creation of a Definitive Software Library DSL, into which the master copies of all software is stored and from here its control and release is managed. This webcast provides information on ITIL Release Management.
- Tags: Nextslm.org, ITIL, Process Improvement, It Services, Quality, Business Operations
- Webcasts
- ITIL Basics - Availability Management
- Availability Management is the practice of identifying levels of IT Service availability for use in Service Level Reviews with Customers.. The webcast provides information on ITIL Availability Management.
- Tags: Nextslm.org, Availability Management, ITIL, Process Improvement, It Services, Quality, Business Operations
- Webcasts
- ITIL Basics - Capacity Management
- Capacity Management is the discipline that ensures IT infrastructure is provided at the right time in the right volume at the right price, and ensuring that IT is used in the most efficient manner. This involves input from many areas of the business to identify what services are (or will...
- Tags: IT Infrastructure, Webcast, Information Technology, Nextslm.org, Capacity Management, ITIL, Process Improvement, It Services, Strategy, Quality, Business Operations, Management
- Webcasts
- ITIL Basics - Finance Management
- This webcast offers a quick introduction to those who are just learning about ITIL. The webcast provides information on ITIL and Finance Management.
- Tags: Webcast, Finance, Nextslm.org, ITIL, Process Improvement, It Services, Quality, Business Operations
- Webcasts
- ITIL Basics - Continuity Management
- Continuity management is the process by which plans are put in place and managed to ensure that IT Services can recover and continue should a serious incident occur. It is not just about reactive measures, but also about proactive measures - reducing the risk of a disaster in the first...
- Tags: Nextslm.org, Continuity Management, ITIL, Process Improvement, It Services, Quality, Business Operations
- Webcasts
- ITIL Basics - Security Management
- ITIL Security Management is intended to ensure that the security aspects of services are provided at the level agreed between the customer and service provider at all times. Security is an aspect of management. This webcast provides information on ITIL Security Management.
- Tags: Security Management, Nextslm.org, ITIL Security Management, ITIL, Process Improvement, It Services, Security, Quality, Business Operations
- Webcasts
- ITIL and Six Sigma
- ITIL defines a framework for IT Service Management. It consists of a set of guidelines, based on industry best practices, that specify what an IT organization should do. ITIL does not, however, define how to do it. With ITIL, it's up to the IT staff to flesh out the details...
- Tags: Information Technology, Nextslm.org, ITIL, Process Improvement, It Services, Six Sigma, Quality, Business Operations
- White papers
- What Is Best Practice?
- A best practice is simply a way of doing something, based on how others have successfully done it before, that helps to quickly achieve a level of competence. Is the best practice the end goal? No. Best practice provides a baseline, or starting point. It's a way to quickly achieve...
- Tags: Best Practice, Nextslm.org, ITIL
- White papers
Additional Resources
- Google opens Knol website, a wiki with bylines
- In a direct challenge to the popular Wikipedia, Google opened Knol, an encyclopedia-like wiki site that requires writers to post their names and expertise. SAN FRANCISCO--Google opened its website Knol to the public on Wednesday, allowing people to write about their areas of expertise under their bylines in a...
- Tags: Google Inc., DuPont Co., Web Site, Wikipedia, Knol, Wiki, Online Communications, Reuters, Google, encyclopedia
- News items 2008-07-24
- |)ruid and HD Moore release part 2 of DNS exploit
- [Updated 07/24/2008: Gallery images of diffs of code revisions has been included and will be updated as things change, see here.] Earlier today, noted researchers |)ruid and HD Moore released exploit code for the Metasploit tool for attacking the DNS flaw that was originally reported by Dan...
- Tags: DNS, Domain, Server, Entry, Exploit, NS, NS Record, Domain Names, Networking, Internet, Nathan McFeters
- Blog posts 2008-07-23
- Can Ubuntu win the OS beauty pageant?
- Can Ubuntu win the OS beauty pageant?Sure it canIf you are using gnome (Ubuntu's default desktop envrionment) just go to gnomelook.org and look at the screen shots people have posted. There are a lot of creative folks out there. It's pretty easy to make gnome look and act like auqa....
- Tags: Apple Mac OS, Operating systems, OPEN SOURCE, Desktops, Compiz-fusion, Even Linux, Ubuntu, operating system
- Discussion threads 2008-07-23
- The App Store's buggy update process
- The App Store's buggy update processI got mine to updateBasically when it gave me that "find all the updates" screen, I would just look for version numbers that had changed (this is easy to do now that everything is 1.0 generally, it will only get harder as time goes on,...
- Tags: Desktops, Apple iPhone, Apple Inc., App Store, cryptic error message, Apple Macintosh
- Discussion threads 2008-07-22
- 2009 Subaru Forester 2.5X Premium
- Photo gallery:2009 Subaru Forester 2.5X PremiumIn a major update, the 2009 Subaru Forester features a longer wheelbase and a modernized exterior design. And, for the first time, a navigation system is available. Unfortunately, our test vehicle was the low trim 2.5X Premium model, and navigation can only be had in...
- Tags: Digital media, Digital music, Subaru Forester, Subaru
- Product reviews 2008-07-22
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White Papers and Webcasts
In this Super Techies interview, larger-than-life techie Marc Canter talks with ZDNet's Editor in Chief Dan Farber about his career as a multimedia pioneer.
Designed specifically to address the concerns of senior IT managers at organizations with more than 100 employees, the Intel Premier IT Professional Program provides best practices via local and e-Seminars and a members-only Web site.
