36 points
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The necessity for the business to be able to articulate what its requirements are for IT.
The role of service request management
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Each best-in-class performance management process should include some basic building blocks.
The 8 building blocks of a great strategy execution process
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How some actions play a critical role in effective IT Service Management.
ITSM and ITIL: An Art vs. a Science?
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The valuable synergy that can exist between these two different tools, EFQM and BSC.
The Balanced Scorecard and the Business Excellence Model
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How an effective Continuous Service Improvement Program (CSIP) will continue to provide and improve service quality to the business.
A business based assessment approach to ITIL® maturity
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The primary role of value added service provisioning that increasingly assumes a business oriented perspective.
Employing ITSM in value added service provisioning
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Le tableau de bord équilibré et le modèle d’excellence en affaires
Indicateurs clés de performance utiles pour la maintenance
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Pertinent challenges faced by the ITSM industry dealing with this social paradigm shift.
Social ITSM: exploring challenges and benefits
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e 8 performance management requirements, and some fleshing-out of the behaviors that are in need of most practice.
The 8 minimum requirements for performance management
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Practical indices or metrics for environmental sustainability.
Developing a practical set of environmental sustainability metrics
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What is behind this mega buzzword and outlines why it will impact everyone.
Big Data: the mega-trend that will impact all our lives
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The Public Sector Scorecard as an integrated service improvement and performance management framework.