39 item(s)
Webinar
This webinar will show you the benefits of adopting ISO 20000 as an IT service provision validation mechanism for ITIL implementations.
ITIL and ISO 20000: Fundamentals and necessary compliance synergies
White Paper
In this White Paper, Rick Leopoldi discusses the what are service level agreements (SLAs), their importance, what they require and how to develop a plan to start SLA's.
IT Services Management – A Description of Service Level Agreements
White Paper
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
White Paper
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
White Paper
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
White Paper
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
Ebook
Read this eBook that gives to you a step-by-step guide on how to efficiently design and deploy IT services in your company.
How to Implement IT Service Management that Supports Your Company’s Strategy and Objectives
White Paper
The importance of having a communication methodology in place when implementing an IT Service Management process.
Developing an effective ITSM communications plan
Webinar
Tools and techniques to finding solutions, how to avoid common misuse of the process and how to use it for success in your organization.
Understanding Root Cause Analysis
White Paper
An ISO 20000 overview, its key clauses and the link between ISO 20000 and other standards.
ISO 20000 – IT Service Management System
Video
SoftExpert ESM is a powerful yet easy-to-use, modular and cost-effective ITIL®-based software package for automating and improving IT service requests, incident and problem management, service level agreements (SLA), knowledge base, configuration management (CMDB) and IT human resources.
Enterprise Service Management – ESM
Video
SoftExpert Excellence Suite is the most comprehensive solution to collaboratively solve critical business excellence challenges into ...