Moving IT to a business-centric IT delivery model is a process that continues to challenge small and midsized enterprises. Gauge the enterprise's current ITSM maturity by learning why and how other small and midsize enterprises are moving to...

IT service management, or ITSM, has been touted as the answer to ensuring that IT is delivering business value. Despite this, Info-Tech research indicates that 65% of enterprises fall short of delivering on this important aspect of IT.

Moving IT to a business-centric, services oriented model is a process that continues to challenge fast growing small and mid-sized enterprises. Info-Tech In-Depth Research interviews provide valuable insight on what drives organizations to...

IT Service Management (ITSM) has become widely recognized as a business friendly approach to delivering IT service, but the complexity of frameworks, standards, and best practices can sometimes have the unintended consequence of distorting the...

IT Service Management (ITSM) has become widely recognized as a business friendly approach to delivering IT, but the complexity of frameworks, standards and best practices can sometimes have the unintended consequence of distorting the core goals...

IT Service Management (ITSM) frameworks and standards fail to define what service orientation should look like for small and mid-sized shops. Instead of blind framework adoption, use a diagnostic approach and apply common sense to satisfy the...

Problem management eases help desk burdens by solving end user incidents at the source. Assess enterprise readiness for implementation of a formal problem management program and borrow from best practice frameworks to optimize the service desk.

Tool

Problem management eases help desk burdens by solving end user incidents at the source. Assess the enterprise's readiness for implementation of a formal problem management program by evaluating current service desk practices.

Compliance remains a key concern for many IT managers. Frameworks like ITIL and COBIT are very popular, but the NIST 800 guidelines and ISO 17799/27002 may be more beneficial. Regardless of the approach, IT leadership is sacrificed when...

Microsoft shops can now refer to the Microsoft Operations Framework 4.0 (MOF) as an ITIL V.3-aligned guide to industry best practices. This fourth generation of MOF is still free and includes practical guidance on executing practices covered by ITIL.

Gaining a basic, early IT Infrastructure Library (ITIL) win is a great way to get the enterprise behind IT in its effort to improve service management. Start off ITIL implementation by selecting a single process with room for improvement and...

Note

When managing an overworked help desk that is deluged by incidents and requests, incident management will only plug small holes in the service management dam whereas problem management could solve problems at the source.

Tool

The enterprise's readiness for ITIL-aligned problem management function depends on the service desk's ability to master more basic service desk functions. Use Info-Tech's Problem Management Maturity Tool to assess your service desk maturity level.

The Information Technology Infrastructure Library (ITIL) refresh project has produced a new version for ITIL (v3) in the form of five core publications and a series of complementary and Web based products. Together they replace the current...

Aligning IT processes with business processes is key to improving efficiencies for IT and reducing costs for the business, but enterprises must first adopt and implement a governance framework. Compare and assess the various frameworks to find...

ITIL can be an overwhelming proposition for IT leaders. Those looking to adopt the IT Infrastructure Library (ITIL) frequently struggle with many questions around what ITIL is and what it can do for their organization. Use Info-Tech's series of...

In-Depth Report

IT service management is a key weapon in the war to make IT more responsive to the business users it serves. Best practices frameworks such as IT Infrastructure Library (ITIL) provide the essential structure to moving forward with service...