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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

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, ITIL, Process Improvement, It Services, Quality, Business Operations

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: 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 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

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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

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