All Articles Tagged With "ITIL"

The ultimate purpose of Service Strategy is to provide the customer with the intended outcome of what they expect from the service or product.
”People do not want quarter-inch drills. They want quarter-inch holes.”
– Professor Emeritus Theodore Levitt of Harvard Business School
Service Strategy is providing superior performance versus competing alternatives. Successful service strategies are primarily focused […]

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If your company has already started to implement IT Service Management using the ITIL version 2.0 framework, will the new ITIL 3.0 require your organization to rework all your current IT Service Management efforts?

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Where the “Rubber Meets the Road” in ITIL Adoption
So you’re adopting ITIL. Your goals are clear. You have ITIL-certified talent on your team. Maybe you’ve even begun evangelizing and vision re-engineering to persuade those who resist change. When you come this far, one undeniable fact soon becomes clear: drawing ITIL concepts on a PowerPoint slide […]

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ITIL Adoption
Analyst groups estimate that ITIL adoption among billion-dollar companies will increase to 40 percent in 2006, and reach 80 percent by 2008. Learn more IT Infrastructure Library—its challenges, benefits, tools, and how implementing ITIL might affect your IT organization.
Line56, 10/06

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How Bank of New York Uses ITIL to Troubleshoot
Bank of New York is following the lead of some of the world’s largest companies by employing ITIL to reduce or eliminate future incidents by collecting and analyzing the source of incidents and taking corrective action before a similar incident reoccurs. Baseline, 07/06

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Q&A: CA’s Robert Stroud on ITIL
CA’s Robert Stroud promotes ITIL for automating manual processes and improving service quality. In this Q&A session, he discusses the benefits and limitations of ITIL and how technology managers can win business support for ITIL. Baseline, 07/06

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Primer: I.T. Infrastructure Library
This handy primer offers a concise overview of the core ITIL topics.
Baseline, 06/06

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The ITIL Initiative
Will implementing ITIL benefit your enterprise? Get the facts and find out what people in the industry are saying. IT Manager’s Journal, 01/06

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Best-Practices Library Gains Fans
Results are favorable—organizations are discovering that implementing ITIL can drive cost savings and service improvements. Information Week, 07/05

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Beneath the Buzz: ITIL
An overview of ITIL and some of the pitfalls to avoid when implementing ITIL.
CIO Magazine, 04/05

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Whether it’s called Business Service Management (BSM) or end-to-end IT Service Management (ITSM), the new IT management imperative is understanding how the health of individual components within a service’s ecosystem - servers, routers, firewalls, applications, databases, etc. - relates to the user’s overall quality of service (QoS) experience and the company’s business requirements. At BSM Digest, we’ve taken a vendor-neutral approach to the problem and adapted a simple seven-step framework.

Step 1: Inventory

Step 2: Instrument

Step 3: Model

Step 4: Analyze

Step 5: Visualize

Step 6: Troubleshoot

Step 7: Plan

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Looking back, the emergence of business service management (BSM) seems inevitable. This new generation of tools helps IT organizations manage technology infrastructures within the context of the key services they provide for their customers. BSM tools are critical enablers for the increasingly popular process-focused IT Service Management (ITSM) approach.

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For many companies incident management is a natural first step toward adopting ITIL. Unfortunately the dirty little secret behind incident management is that while companies are beginning to adopt new best practices and proactive processes, many are neglecting to make the most of the monitoring infrastructures they already have in place that could make these initiatives much easier.

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