Recent Articles
ITIL v3: Five ways to make it work for you
Posted by Don Milani
No one disputes that ITIL is the “go-to” resource for IT service delivery best practices. But which is best for your company: Version 2 or Version 3?
The 5 reasons IT can’t speed things up
Posted by Don Milani
Read what stands in the way of speeding up IT.
CIOs adopt ITSM for outsource best practice
Posted by Don Milani
CIOs looking to outsource parts of their IT provision are increasingly using best practice frameworks such as ITSM according to a survey of 370 CIOs.
http://www.cio.co.uk/concern/change/news/index.cfm?articleid=2726&pagtype=allchandate
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Recent Case Studies
Corporate Express: Growth Required IT Systems Upgrades
By Al Schultz
Source: Anonymous
Once the solution was implemented Corporate Express gained unprecedented internal
and external customer satisfaction levels as well as an estimated 20 percent improvement
in service management operational efficiencies.
Corporate Express was experiencing many of the pains that typically afflict rapidlygrowing
organizations, especially on their IT systems. In the last three years, the
company has grown extremely quickly and expects growth to continue. Corporate
Express urgently needed to upgrade its IT system to support its transition into a large
corporate entity.
Louisiana Gas & Electric Energy LLC: Found ITIL Best Practices For ITSM
By Al Schultz
Source:
Sarah Jeffords
About three and a half years ago, LG&E Energy LLC was researching best practices for
information technology services when company officials stumbled upon a concept that
has revolutionized IT departments around the world. Called IT Infrastructure Library,
ITIL for short, the library consists of a series of publications that describe a framework
for delivering and managing IT services.
How One Company Turned Around A Bad Experience
By Al Schultz
An ITIL lesson from the trenches
Source:
Chris Matney
Network World
Just as good science is a balance between brilliant theory and focused laboratory work, a
good IT Infrastructure Library implementation requires a balance between theoretical
training and hands-on IT experience. This seems like a simple and obvious concept, yet
examples abound of large companies, filled with bright people, falling off the bridge as
they attempt to walk the narrow path of ITIL implementation. To illustrate some of the
pitfalls, we have a valuable ITIL lesson from the trenches to share.
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Recent Templates
Sample: Service Catalog Template
Posted by Al Schultz
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Sample: Release Management Process Guide
Posted by Al Schultz
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Sample: CAB Operating Guidelines Example
Posted by Al Schultz
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Recent Tools
Staffing Calculation Tool For Service Desks
Posted by Al Schultz
This simple tool can be used to help estimate the staffing levels one might need for operating a Service Desk.
OGC Self Assessment Tool For ITIL Service Delivery
Posted by Al Schultz
This set of assessment worksheets can be used by those practitioners looking for a simple self-assessment approach to quickly gain understand where their ITIL Service Delivery processes may be on a simple CMMI maturity scale. This tool was authored by the OGC (Office of Givernment Commerce) in the U.K.
OGC Self Assessment Tool For ITIL Service Support
Posted by Al Schultz
This set of assessment worksheets can be used by those practitioners looking for a simple self-assessment approach to quickly gain understand where their ITIL Service Support processes may be on a simple CMMI maturity scale. This tool was authored by the OGC (Office of Givernment Commerce) in the U.K.
See all tools
Recent White Papers
Covestic ITSM Business Process Management Solution Lowers Cost
By Don Milani
Awareness and adoption I.T. Service Management (ITSM) and the I.T. Infrastructure Library (ITIL) is at an all-time high for global corporations, yet surveys from computer industry magazines and research firms say that CEOs and executives continue to be dissatisfied with the return on their I.T. investments. Covestic believes that in the post-information age, the strategies and technologies that ITSM can leverage to bring it to the next level and the realization of business value is ITSM’s integration with Business Process Management (BPM) and enterprise management.
Selecting the right consultancy to support your ITIL initiative
By Al Schultz
Authored by: Michael Maley
This document is meant to help you identify the evaluation and selection criteria needed to develop a best in class ranking of constancies claiming to provide ITIL implementation services and support based on the each vendor’s ability to execute and vendor’s visibility.
Chargeback Considerations
By Al Schultz
Authored by: Randy Steinberg
This paper briefly describes considerations that need to be taken into account when implementing an IT Financial Management Chargeback Solution. It provides a brief overview of the areas that need to be considered to ensure a successful solutiuon. Topics covered in this paper can easily be converted to an implementation plan since they describe the areas that need to be developed.
Select “More” to download this whitepaper. . . ,
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