16 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 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
White Paper
The importance of having a communication methodology in place when implementing an IT Service Management process.
Developing an effective ITSM communications plan
White Paper
An ISO 20000 overview, its key clauses and the link between ISO 20000 and other standards.
ISO 20000 — IT Service Management System
White Paper
A better integration between the main IT frameworks and industry BPM best practices.
ITIL®, COBIT® and CMMI®: Ongoing confusion of process and function
Брошюра
ITIL
Электронная книга
Read this eBook to find out which are the elements for make your ITSM initiatives more successful.
7 Crucial Elements in IT Service Management
White Paper
The necessity for the business to be able to articulate what its requirements are for IT.
The role of service request management
White Paper
How some actions play a critical role in effective IT Service Management.