ITIL may not have to be implemented in its entirety. This research will show you how to right-size ITIL without breaking the bank.

Tool

Systems management can improve availability and performance by up to 50%. IT organizations need to implement optimal systems management with a minimum of effort. Info-Tech's strategy selection tool will assess what level of process,...

Note

Systems management improves service availability and performance by up to 50%. Documentation of services, systems and processes plays a major role in driving improvements, while focusing on service delivery to the business minimizes the effort...

Stretch your resource dollar by optimizing your IT processes and functions. Learn how with our clear advice and tools.

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.

Most IT decision makers are struggling to optimize IT performance measurement, delivery, management, and reporting. Broadly defined, these activities can be grouped together and defined as "IT service management." Understand where the enterprise...

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...

Unclear business expectations of IT and the services IT delivers often lead to misunderstandings and hard feelings. Internal Service Level Agreements (SLAs) are meant to mitigate these miscommunications while simultaneously improving teamwork,...

Ad hoc system management is an outdated and inefficient approach that does not reflect the new demands on IT service delivery. Successfully addressing current and future demands for services requires IT leaders to plan for formal system...

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...

IT departments that have a mandate to act as internal service providers must become a business within a business. Instead of simply focusing on the maintenance of activities and assets, IT must manage resources in a manner consistent with...

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...