IT Infrastructure Library
ITIL Can Help Companies Improve Storage ProcessesBy Ann All Lots of folks seem to have high expectations for the newly updated version of the IT Infrastructure Library (ITIL). In an interview with IT Business Edge, ITIL: Change Is Gonna Do You Good, Mark McManus of Computer Economics says that Version 3 of ITIL, released in … Read more
ASL ITIL for Enhanced Application ManagementBy Pat Moore The emergence of ASL (Application Services Library) has spawned a potential compliment to the ITIL framework, and is catching the attention of ITSM professionals. Touted as another “standard” public domain framework sponsored by The ASL Foundation, it provides a collection of best practices for managing application development … Read more
Two Critical Success Factors in an ITIL ImplementationBy Arno Esterhuizen Any IT manager who wants to pursue the IT Service Management journey by implementing the Information Technology Infrastructure Library (ITIL) needs to understand two very important factors well in advance. • The first factor is to have dedicated, trained and committed process owners. If you … Read more
What can ITIL Foundation Certification do for you?By Lalit Wason Join the one of the fastest growing communities of IT professionals around the globe by obtaining your ITIL Foundation Certificate in IT Service Management. ITIL (IT Infrastructure Library) is a consistent and comprehensive documentation of best practice for IT Service Management, developed by OGC. It … Read more
What Exactly Is ITIL Lite? I often hear people use the term “ITIL Lite.” But what exactly does it mean? The phrase is often used within the context of trying to gain the benefits of ITIL without making the necessary difficult choices and sacrifices; thus, deviating from the core principles of IT Service Management. In … Read more
Part 1 of this article was yesterday. Regulatory and Compliance Risk All organizations are subject to a range of information-related national and international legislation and regulatory requirements. These range from broad corporate governance guidelines to the detailed requirements of specific regulations. UK organizations are subject to some, or all, of: * Combined Code and Turnbull … Read more
Part 2 of this article is here. As information technology increasingly falls within the scope of corporate governance, so management must increasingly focus on the management of risk to the achievement of its business objectives. There are two fundamental components of effective management of risk in information and information technology: the first relates to an … Read more
‘ITIL’ is a term that is fast gaining currency around the IT world. It is often wrongly described as ‘IT governance’ – in fact, on its own, it certainly isn’t this. ITIL is a collection of best practices that helps companies implement an IT Service Management culture. However, its growing popularity reflects the substantial impact … Read more
Helpdesk software plays an important role in managing your customer base and takes a huge load off your customer support function. A help desk, as you might know, is an IT-based resource that provides assistance and information in troubleshooting problems that your customers may face while using your products. Larger companies even have additional in-house … Read more
Some ITIL consultants propose that one must start with Service Level Management. Theoretically, it would be the perfect option, but how are you going to negotiate SLA's on your MTTR (Mean Time To Repair) if you are not measuring your MTTR through Incident management. This way you will get an idea of your capabilities and … Read more