In this White Paper, Rick Leopoldi discusses the processes and methods to define, characterize, and develop a Service Catalog as part of IT Service Management.
IT Services Management – An Overview of the Development of a Service Catalog
In this White Paper, Rick Leopoldi discusses incident and problem management methods, along with best practices for service desk implementation.
ITSM Incident and Problem Management Methods
In this white paper, PECB discusses the main clauses of ISO 27001, its links with other standards and guidelines and more.
ISO 27001 – Information Technology Security Management
Overview of how effective and accurate creation of personas for business end users could act as a catalyst for value provisioning of IT services.
Service Management Personas: Aligning Business Users to IT Service Provisioning
The importance of having a communication methodology in place when implementing an IT Service Management process.
Developing an effective ITSM communications plan
An ISO 20000 overview, its key clauses and the link between ISO 20000 and other standards.
ISO 20000 – IT Service Management System
The several factors that must be considered when determining the appropriate sample size for process validation.
Process Validation: How many sample sizes do I need?
A better integration between the main IT frameworks and industry BPM best practices.
ITIL®, COBIT® and CMMI®: Ongoing confusion of process and function
The necessity for the business to be able to articulate what its requirements are for IT.
The role of service request management
How some actions play a critical role in effective IT Service Management.
ITSM and ITIL: An Art vs. a Science?
How an effective Continuous Service Improvement Program (CSIP) will continue to provide and improve service quality to the business.