As IT services are becoming commodities, IT must change the way it views its relationship with business units and end users. A critical step in this journey is the creation of a service catalog which defines and manages the relationship between IT and the business it serves. The authors, Bill Fine and Nick Schneider outline a step-by-step approach to designing and implementing an actionable IT ser ...

This KPI scorecard contains 24 Microsoft Excel metrics templates which helps to quickly enter and report metrics, scorecards and dashboards, demonstrating many of the principles described in our book Implementing Metrics for IT Service Management.

It is protected under copyright by Van Haren Publishing, All rights reserved. No part of this application may be reproduced in any form by ...

The primary goal of the Incident Management process is to restore normal service operation as quickly as possible (and agreed) and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Normal service operation is defined here as a service operation within Service Level Agreement (SLA) limits.
(OGC I ...

Deliver projects and run Programmes to the required standards, by use of Prince2 or similar project method standard.

To evaluate IT service and support performance, senior management must focus on metrics beyond the IT service desk basics. A good performance management dashboard should be a careful blend of operational and service metrics.

Key Findings
• Management tends to focus on readily available IT service desk statistics, which are only a partial indicator of overall performance. Unfortu ...

Every enterprise needs to tailor the use of standards and practices to suit its individual equirements. All three standards/practices covered in this guide can play a very useful part, CobiT and ISO/IEC 27002 helping to define what should be done and ITIL providing the how for service management aspects.

The growing adoption of IT best practices has been driven by a requirement for t ...

This document provides the base information regarding the project, covering the fundamental questions of:

1. What the project is about?
2. Why it is important to achieve it?
3. Who is going to be involved in managing the process and what their responsibilities are?
4. How and When it is all going to happen?

To manage all changes that could impact on ITs ability to deliver services through a formal, centralized process of approval, scheduling and control to ensure that the IT infrastructure stays aligned to business requirements with a minimum of risk.

This White Paper considers how the Information Technology Infrastructure Library (ITIL) and The Open Group Architecture Framework (TOGAF) can be used together, with a detailed comparison and mapping between the two. The approach taken is based on flagging all paragraphs in TOGAF 8.1.1 which may refer to one of the ITIL processes described in the ITIL v2 library. As an annex, all chapters and parag ...

This pocket guide is a practical book and more or less compulsory reading material for anyone who intends using SqEME® process management. An ‘instruction book’ with directives and tips showing an efficient approach for structuring, mastering and improving processes; complemented by examples from the same practice.

It is therefore a guide, whilst at the same time being a reference boo ...