This paper presents an initiative to develop a Process Assessment Model (PAM) for the Service Management processes covering Service Support and Service Delivery which are part of the ITIL (IT Infrastructure Library) framework.
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.
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 paper discusses the role and importance of effective Information Security Management (ISM), how it is supported by an extensive family of global standards and the way these harmonize with ITIL
ITIL background presentation provides an introduction, history and basics of the ITIL framework.
This whitepaper provides an executive overview of service management and discusses how to identify and leverage your existing service life cycles.
This presentation discusses the trends accelerating the adoption of ITIL and the best practices to maximize business results in ITIL implementations.
This white paper is designed to provide insight into the most common hurdles faced by organizations when implementing ITIL best practice and includes practical steps on how to overcome them.
This presentation provides an overview of ITIL for senior leaders/executives