Covestic ITSM Business Process Management Solution Lowers Cost
Posted by ITSM Community Administrator
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
Posted by ITSM Community Administrator
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
Posted by ITSM Community Administrator
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. . . ,
A Starter Set Of ITSM Guiding Principles
Posted by ITSM Community Administrator
Authored by: Randy Steinberg
Guiding Principles are developed as an early step in the design of an ITIL process. They represent the guiding beliefs, culture and biundaries by which processes will be designed. Ultimately, they will become policies used by the processes themselves. This paper presents a rich starter set of guiding principles used in a variety of organizations. Readers should feel free to use those that apply most and/or build on the ones presented.
Select “More” to download this whitepaper. . . ,
Understanding The Customer Service Perspective – A Primer
Posted by ITSM Community Administrator
Authored by: Randy Steinberg
This paper briefly describes typical end customer expectations for IT services. For many IT people, the complexities involved with running and managing an IT infrastructure sometimes clouds the vision of what the customer is expecting from the IT services they are delivering. Although the expectations presented here may seem obvious, it is surprising how often they get lost during day-to-day operational activities.
Select “More” to download this whitepaper. . . ,
Establishing A CMDB Schema – A Working Model
Posted by ITSM Community Administrator
Authored by: Randy Steinberg
Prior to building a Configuration Management Database (CMDB), a schema is needed to identify the working data model that will underpin the database. This schema model is used to identify how various IT infrastructure components will relate to each other. The paper presents one possibility for what that model might look like. It describes a schema model that could be used for that purpose and gives the reader a solid picture of the kinds of CIs and issues that need to be addressed.
Select “More” to download this whitepaper. . . ,
ITIL Implementation Planning
Posted by ITSM Community Administrator
Authored by: Randy Steinberg
This paper describes the items that need to be considered in advance of starting an ITIL implementation effort. It is critical to make sure that the implementation effort is well organized. Certain project management basics need to be in place to make sure that a solid improvement foundation is underway and operating. This paper provides a an inventory of those items needed to be in place for effective ITIL Program management.
Select “More” to download this whitepaper. . . ,
Nine Common ITIL Implementation Traps
Posted by ITSM Community Administrator
Authored by: Randy Steinberg
This White Paper describes nine major traps that many IT organizations fall into when embarking on an ITIL implementation effort. The history of ITIL implementation projects is littered with efforts that ground to a halt after several months, ended up with vastly reduced scope or simply failed to live up to the expected business benefits. This paper presents a high level look at lessons learned to avoid that kind of outcome.
Select “More” to download this whitepaper. . . ,
Approach For Developing A Communication Program
Posted by ITSM Community Administrator
Authored by: Randy Steinberg
This paper provides a detailed look at how to develop a communication program that can be used to handle the organizational change aspects of an ITIL implementation program. Those unfamiliar with Organizational Change techniques and how to prepare a communications plan may find this especially valuable through the concepts, examples and strategies described in the paper.
Select “More” to download this whitepaper. . . ,
Organizational Model And Key Roles For An ITIL Implementation Effort
Posted by ITSM Community Administrator
Authored by: Randy Steinberg
This paper describes a recommended approach for how to organize an ITIL Implementation Program. It identifies the key roles involved with such a program along with their key activities and responsibilities. The paper describes recommended program roles, descriptions of their responsibilities, an overall program framework and an example of a program organization structure from a major global implementation effort.
Select “More” to download this whitepaper. . . ,