ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for IT Service Management and since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world. This pocket guide has been designed as an introductory overview for anyone who has an interest in or a need to understand more about the objectives,
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Do you have a clear picture of the interfaces and relationships between change, release and project management? Even after analyzing what ITIL and PRINCE2 - market-leader frameworks in the process domain - suggest? In this article, Christian Cantù and Maxime Sottini draw a picture of the potential relationships between these processes, and give practical guidance on how to implement them.

We are often too busy to ask for directions. Implementing a measurement framework should help align IT with the business objectives and create value through continual improvements. This helps us create a roadmap and keeps us from getting lost. In this article, David A. Smith presents such a framework.

In februari 2005 is BiSL als public domain standaard voor functioneel beheer en informatiemanagement geïntroduceerd. Dit artikel is een introductie op het BiSL-model en -voor diegenen die wat meer zijn ingewijd op dit terrein - geeft het artikel inzicht in de veranderingen in het denken en de invulling van het model.

Project management brings major changes and innovation. IT service management promises quality and the fulfillment of needs. Their interactions are not always properly addressed - often leading to issues,conflicts and risks affecting the final quality of services. Integrate them to improve it!

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 publication explains how both ITIL V3 and ASL define and address the Applications domain and provide the reader with an insight into how the frameworks can best be applied. Living Apart Together could qualify the relationship between ITIL V3 and ASL. They both have many common interests and frequently (have to) interact but it's also nice to have a home of your own.

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 ...

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 ...

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 ...