This presentation provides an overview of ITIL V3 and discusses its use in IT Service Management – an attempt is made to make the connection between ITIL and business it alignment.
This excel spreadsheet can be used to assess the extent to which your organization has adopted best practice guidance on ITIL service delivery. It comprises of a simple questionnaire which enables the identification of the specific areas that need improvement.
This excel spreadsheet can be used to assess the extent to which your organization has adopted best practice guidance on ITIL service support. It comprises of a simple questionnaire which enables the identification of the specific areas that need improvement.
This presentation provides an overview of three key IT governance frameworks namely, ITIL V3, ISO/IEC 20000, and COBIT, compares and contrasts the three, and provides examples of an integrated approach to IT service management.
This whitepaper describes the top 10 traits of organizations successful in adopting ITIL arguing that all organizations face the same ITIL adoption challenges so focusing on those that succeed, provides more value than those that do not.
The aim of the research project was to ascertain if a direct correlation exists between customer satisfaction and the use of ITIL.
This presentation provides an in depth overview of the ITIL framework and discusses best practices for its successful implementation.
This article discusses ITIL process maturity – how the capability maturity model applies to ITIL process and a self-assessment framework to evaluate process maturity of your own processes.
This paper discusses an approach to sustain process improvements resulting from successful ITIL implementations – by using Six Sigma methodology because, the authors argue, the Six Sigma methodology is particularly compatible with ITIL.
This document outlines the differences between ITIL V3 and ISO/IEC 20000, from the perspective of each clause in the standard where the core 5 ITIL books either do not cover it or cover it differently.