Chapter

IT Service Management

Primer on ITIL Service Strategy

This in-depth primer discusses the key concepts in creating and implementing a service strategy using ITIL framework. 

Creating Business Value Using IT Operating Models

This presentation uses ITIL as the underlying framework to explain how IT Operating Models can help create business value – the linkage or alignment or fusion of IT is critical to business success. The question is how to achieve it and this presentation helps you understand that.

Business Relationship Management

This presentation discusses the connection between IT Service Management and Business Relationship Management – What is the objective of business relationship management (BRM)? Why is BRM important? How does it fit into IT Service Management? How does BRM interact with other roles? What are practical considerations in its implementation?

IT Service Management Using ITIL V3

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.

ITIL Service Delivery Self Assessment

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.

ITIL Service Support Self Assessment

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.

ITIL Service Management Process Assessment Model

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.

Strengthening SOA with ITSM & ITIL Governance

The author makes the argument that techniques and concepts behind SOA-delivered software components can be strengthened with ITSM processes and ITIL best practices to offer a more complete realization of business benefits.

Overview and Current Trends with ITIL

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.