Template/Policy

This template provides a guideline for agenda planning of IT Activity Assessment meetings. It outlines how long certain agenda items should take, as well as what should be covered in the meeting to get the most out of the discussion.

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

Note

Hardware asset management (HAM) is an important aspect of an organization's IT asset management practice, but it is often viewed as a cost center. In fact, lifecycle HAM provides numerous benefits including savings on equipment costs and...

Solution Set

Just like any worthwhile IT project, HAM requires time and effort to put the right people in place, adjust processes, and implement the right technology.

Template/Policy

These templates will help integrate hardware asset management into each aspect of the hardware lifecycle in order to accurately track equipment and support costs, and ensure an up-to-date inventory. Include the IT department in the process for...

Tool

This tool will help determine the appropriateness of implementing a hardware asset management practice, as well as providing an understanding of the potential benefits and helping identify the maturity state to which your organization aspires.

Video

Hardware Asset Management (HAM) is an important aspect of an organization's IT asset management practice, but it is often viewed as a cost center. In fact, lifecycle HAM provides numerous benefits, including savings on equipment costs and...

Template/Policy

This policy will help establish and define standards, procedures, and restrictions for the disposition of non-leased IT equipment in a legal, cost-effective manner. The resulting document is therefore intended for both HAM project scoping and...

Solution Set

Despite early resistance, consumer technology is infiltrating the enterprise and has taken a firm hold. The proliferation of employee-purchased smartphones, tablets, and netbooks has organizations looking beyond the pocket to the desktop.

Solution Set

Provisioning an app or service in a consolidated environment is less about acquiring and deploying technology than it is carving resources out of an existing pool of capacity. Server and storage consolidation breaks a neat 1-to-1 connection that...

Solution Set

Get to service catalog objectives faster and with less pain by selecting appropriate elements to incorporate into your service catalog project, and determining the appropriate means of service catalog publication.

Note

Organizations are increasingly dependent on external vendors and suppliers to enable the effective delivery of IT services. Manage the vendor portfolio to improve the relationship between your organization and its IT vendors, maximize their...

Video

Improve IT excellence by improving the performance of your vendors.

Tool

Once you decide on vendor performance metrics, you will need a tool to track ongoing vendor performance. Info-Tech's dashboard tool tracks metrics for up to 20 vendors for small and mid-sized organizations. It presents results both at a...

Tool

IT must collect and act on vendor feedback to manage and ensure high vendor performance. Conduct regular vendor satisfaction surveys to measure the IT department's management performance and to address areas where improvement is needed.

Tool

To ensure high vendor performance, IT departments must practice vendor management by recording and acting on vendor issues. Track issues to resolution and understand where improvement is needed.

Solution Set

Organizations are dependent on vendors yet spend little effort managing their performance, resulting in less than optimal results.

Job Description

The role of the Vendor Portfolio Manager is pivotal in the IT department's interactions with suppliers of services, hardware, and software. The portfolio manager provides product and service purchasing guidance for the entire IT department.

Job Description

The role of the Purchasing/Procurement Manager is to plan, execute, and finalize purchasing and procurement strategies for technology spend across the organization.

Job Description

The role of the Contract Manager is to support, manage, and administer contracts for technology spending on services and products across the organization.

Template/Policy

Unscheduled moves, adds, and changes (MACs) to desktop systems can lead to a drain on resources and inefficiencies. Draft a move/add/change policy to help you control the process, reduce IT support costs, and increase end-user satisfaction.

Impact Research

IT service management is the new normal. Organizations experiencing increasing business demands, inadequate IT/business alignment and poor performance will benefit from increased service management maturity. Achieving mature ITSM practices leads...

In addition to the benefits to be realized through adoption of IT service management (ITSM), organizations need to be aware of pitfalls that can derail the ITSM improvement efforts and erode the benefits. Proper planning will mitigate the risks...

Service management improvement can take years to implement successfully as it requires a fundamental change to the way IT operates. To ensure the process is built into the overall business strategy, build transparency into IT's plans and costs...

A reactive organizational culture can often be an impediment to service management improvement. Lessons learned by an IT manager at a large health care organization can be applied to organizations with similar challenges. This example...

While having satisfied end users may mean that incident management practices are responsive, it does not mean that the organization's service management discipline is successful. An over-emphasis on one process, such as incident management, can...

When embarking on a service management improvement roadmap, first take stock of the current state. Learn how one organization took a process based approach to improvement, focusing on continuing to improve rather than dealing with isolated issues.

Help desk software has evolved into a complete service management platform that can be deployed throughout the business. ICCM's eService Desk solution, built on Metastorm's Business Process Management Suite, ensures the business is focused on...

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.

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...