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 The Role of Application Monitoring in ITIL
Published January 30, 2006
By Suparno Biswas and Xavier Idrovo
Application monitoring is a critical tool for successful ITIL-based Incident and Problem Management. [more ITSM Technologies]
Practical Steps to Getting Started with ITSM
By Sharon Gaudin -
Published January 23, 2006
Many IT managers are daunted by the complexity and sheer effort it will take to implement IT Service Management practices. It doesn't have to be that hard. [more ITSM Technologies]
The Time Has Come for ITSM
By Sharon Gaudin -
Published January 17, 2006
With the tumult of the tech boom and bust behind us, analysts say IT managers now have the time and inclination to take stock of how they're running IT. It's time for ITSM. [more IT Service Management News]
Effectively Using Problem Review Boards
By George Spafford -
Published December 27, 2005
IT lives in a technical world where complexity and coupling increase each day. Inherent in this world are problems that must be managed in order for IT to achieve its objectives. To do so effectively, enterprises should create problem review boards.
[more ITIL]
Leveraging the ITIL Service Support Framework
Published December 18, 2005
By Christopher Ciccolini & Michael McDermott
How to address inadequate service desk performance through three best practice IT Service Management disciplines: Change, Configuration and Release Management.
[more ITIL]
Services - From a Local Government and Small Business Perspective
Published December 12, 2005
By Andy Atencio
As most of us know, ITIL is a collection of best practices for managing Information Technology Services. What some people do not realize however is that ITIL can scale for use in small organizations just as well as in large ones.
[more ITIL]
Business Based Assessment Approach to ITIL Maturity
Published December 4, 2005
By Rick Leopoldi
At present, the majority of ITIL and ITSM Maturity Assessment methods focus on people, process, technology/tools, organization and information factors and typically use a derivative of the IT Service Capability Maturity Model (CMM) with maturity phases such as Initial, Repeatable, Defined, Managed and Optimizing. [more ITIL]
IT Service Catalog - Know Your Audience
Published November 27, 2005
By Rodrigo Fernando Flores
Industry experts agree that the Service Catalog is the first step, and a fundamental requirement, in the shift to a more service-based, demand-driven approach to IT.
[more ITIL]
Creating a Partnership through ITIL and Security Management
Published November 20, 2005
By Yves St-Arnaud
Since the dawn of civilization, humankind has existed within 'family' units. Those inside the perimeter have sought to protect themselves, and their dependants. They have, in fact, sought security. [more ITIL]
Anatomy of a Major-Incident Postmortem
By Brian Corrington -
Published November 7, 2005
A major-incident postmortem is key to preventing future problems, writes CIO Update guest columnist Brian Corrington of Codesic. [more ITIL]
The Importance of Classifying Incidents, Service Calls
Published November 7, 2005
By Kathiresan Lakshmanan
Proper Incident classification is a crucial step in determining which tasks are most important and who should handle them. [more ITIL]
Service Centric Model For NOCs And Data Centers
Published October 30, 2005
By Suparno Biswas
The Telecom sector has been creating industry leading technology and enterprise management frameworks for its own IT infrastructure for decades. So when faced with ITIL, the common reaction from the Telecom world is a 'been there done that' one. [more ITIL]
IT Controls: How and Where Do You Start?
Published October 24, 2005
By Kevin Behr, Gene Kim and George Spafford
Practitioners in information technology (IT) face pressures on many fronts. In addition to demands to become more efficient, IT must now address challenges to maintain a secure state and comply with regulatory requirements. [more ITIL]
Processes Don't Start and Stop With IT
Published October 16, 2005
By Guta Basner
We all use processes in our everyday life, but most of time we don't recognize them as processes we call them 'habits.' [more ITIL]
IT Metrics And Successful Measurement
Published October 10, 2005
By Matt Evans
Achieving value-based measurement and continuous improvement of technology services requires an IT organization to implement activities based on what they want to accomplish, not on what they want to measure. [more ITIL]
IT Service Catalog The Common Pitfalls (Part Two)
Published October 2, 2005
By Rodrigo Fernando Flores
This is the second part of a two part article on how to avoid the common pitfalls in Service Catalog projects. [more ITIL]
IT And Compliance: Friends Or Foes
Published September 26, 2005
By Mardik Mardinoglu
Compliance and regulation are negative words in the IT world and in a capitalistic society in general. They sound like anti-freedom, bureaucracy, inefficiency, and high short-term costs with a little or no benefit.
[more ITIL]
Building a Team Through ITSM
By Sharon Gaudin -
Published September 19, 2005
Giving the opening keynote at the Fifth Annual itSMF conference, John Heller, CIO of Caterpillar, says ITSM is all about building a team focused on serving the customer. [more ITIL]
IT Service Catalog - The Central Component Of IT Governance
Published September 19, 2005
By Boris Pevzner
IT Governance is now widely recognized as a critical success factor for managing today's complex enterprise IT environments. [more ITIL]
IT Service Catalog - Common Pitfalls
Published September 12, 2005
By Rodrigo Fernando Flores
More and more IT organizations are embarking on their ITIL journey and creating a Service Catalog - either as the foundation of their shift to a more service-oriented approach or simply as an element of the Service Level Management process.
[more ITIL]
ITSM - From Theory To Reality
Published September 6, 2005
By Michael Cardinal
One of the biggest challenges in today's business is turning visions, strategies and ideas into a tangible reality that produces actual results. Many times people cannot effectively bridge the gap between what they desire and what is possible because those people perceive the gap to be too large. [more ITIL]
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