The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both quality and value for money in IT operations. These ITIL procedures are supplier independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations.
ITIL
Keeping Up Your SOX Compliance and Turning IT into a High Performer by Improving Change Control
published by Tripwire on Jan 26, 2007
This paper covers the implementation, disclosure and ongoing evaluation of internal controls for SOX compliance with a focus on the role of IT, as well as the penalties for non-compliance.
2009 Top 10 IT Service Management (ITSM) Vendor Report - Independent Research
published by Business-Software on Apr 01, 2009
With help desk automation, companies can increase collaboration and information-sharing among the various departments that play a role in customer satisfaction, including customer service, product development, and quality assurance, as well as field consultants and support staff. Additionally, help desk automation can tightly integrate both internal and external support processes. Learn more today!
What to Look for in Mission-Critical Managed IT Services
published by Stratus Technologies on Sep 29, 2008
The Choices from many reputable suppliers of IT managed services can appear very much alike. Yet when you have a mission-critical business process whose function must not be interrupted, you know your requirements call for something above and beyond. This paper serves as a field guide to help you identify key characteristics that set a critical managed IT service apart from even highly capable general-purpose offerings.
Applying ITIL Best Practices to Improve IT Processes
published by IBM on Jul 14, 2008
This treasure trove of information can help cut IT support costs and boost service desk success.
Configuration and Change Management for IT Compliance and Risk Management
published by Tripwire on Nov 27, 2007
Learn from industry analysts how IT organizations are using configuration management to meet compliance requirements and instill best practices. Find out how these organizations are applying the resulting processes to enhance security and improve operational efficiency in order to increase their level of service delivery.
Enforcing IT Change Management Policy
published by Tripwire on Jun 07, 2007
Discover how high-performing IT organizations are able to create a culture that supports and uses change management to their advantage, facilitating enterprise business goals.
IT Service Management Metrics That Matter
published by Tripwire on Nov 07, 2007
Learn how your IT organization measures up against the best performing IT organizations and what you can do to improve efficiency, sustain compliance and security, increase system availability, and reduce the frequency of outages.
The Emerging IT Shift Toward Business Service Configuration Management
published by HP BladeSystem on Jun 05, 2007
IT organizations continue to struggle with manual tasks and processes, subjective change decision making, and a lack of insight into inventories and service dependencies. Learn three product capabilities IT organizations should have, as well as the critical pieces of business service configuration management.
10 Best Practices for IT Request Management
published by newScale on Nov 15, 2007
This white paper outlines the challenges associated with IT Request Management and ten best practices that represent the hard-won knowledge from dozens of successful Service Request Management projects. By following these guidelines, your IT organization can provide more responsive service delivery, increase operational efficiency, and improve internal customer satisfaction.
2008 IP Telephony Deployment Best Practices
published by Clarus Systems on Jan 04, 2008
In this document, you'll learn to enable the successful execution and completion of IPT Deployment projects through a standardized set of processes and methodologies based upon Information Technology Infrastructure Library (ITIL) standards.
Match Mates: ITIL and Windows Vista® Migration
published by Dell on Oct 17, 2008
The Information Technology Infrastructure Library offers basic steps for managing a successful Windows Vista migration.
Managing Project Risk
published by CA. on Jul 10, 2006
Learn how gaining a clear view into costs, resources and priority changes can ensure that your projects proceed as planned. Find out how you can be better equipped to predict project outcomes as you take control of your organization’s risk factors and use them to your advantage.
Putting the ROI into ITIL
published by Solidcore on Aug 24, 2007
Demonstrating ROI for service management investments can be difficult, especially with multi-phase deployments like ITIL that can require significant up-front investment in exchange for returns produced in the future. Learn how setting milestones and measuring the value of each phase of an ITIL implementation can help prove the project’s value and shape its focus.
Power Couple: Windows Vista and Hybrid Environments
published by Dell on Oct 17, 2008
The stark reality of the data center today is mixed platforms, operating systems and hardware. Fortunately Windows Vista has been engineered to integrate smoothly into these so-called hybrid environments, as you’ll learn in this podcast featuring Microsoft expert Chris Ross.
Quick Guide to Driving Business Value from ITIL Initiatives
published by Bomgar on Jan 29, 2008
Organizations implemented ITIL with the goal of creating a set of standards to ensure the delivery of high-quality and efficient technical support. However, many organizations are now looking to realize near-term business value from their investments in ITIL. This ITIL Quickguide outlines how organizations can leverage remote support solutions to accelerate ITIL initiatives and realize near-term business value.
Spreadsheet Controls and the NAIC Model Audit Rule
published by Prodiance Corp. on Nov 07, 2008
Since the National Association of Insurance Commissioners (NAIC) made revisions to the Financial Reporting Model Regulation (Model Audit Rule) in June 2006, the insurance industry’s attention to the risks associated with financial reporting has been on the rise. Structured similarly to Section 404 of the Sarbanes‐Oxley Act, the Model Audit rule places a significant burden on C‐level executives to ensure their oversight in the internal controls for financial reporting (ICFR) process. Executives within these insurance organizations, both public and private, will be required to evaluate their internal controls in preparation for the first reports due in 2010 for the 2009 reporting period.
Service Catalog and Service Portfolio - Vendor Selection Criteria
published by newScale on Oct 17, 2008
This ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) white paper introduces the Service Catalog and Service Portfolio Management processes and discusses the selection criteria for Service Catalog and Service Portfolio software solutions.Learn more today!
The Service Catalog and the CMDB
published by newScale on May 03, 2007
Many organizations implementing ITIL as part of their IT Service Management framework begin with the Configuration Management Database (CMDB). While a CMDB is a key piece of any successful ITIL implementation, there are several traps that are easily fallen into when implementing one.
The IT Service Catalog: Common Pitfalls and How to Avoid Them
published by newScale on Nov 13, 2007
This white paper is intended to share some of those lessons learned and suggesting ways you can achieve success by avoiding the most common pitfalls. But before we talk about the typical mistakes in creating a Service Catalog, let’s briefly review its purpose.
The Shortcut Guide to IT Service Management and Automation
published by HP Service Management on Jul 16, 2008
In this first chapter of "The Shortcut Guide to IT Service Management and Automation," you will be led through a step by step analysis of your company's IT and business relationships, providing you with a basis for a strategic plan to turn service lifecycle management into a valuable business asset. Author and compliance expert Rebecca Herold demonstrates how technology acts as a strategic differentiator by enabling business growth, driving operational efficiencies to lower maintenance costs, optimizing outcomes, and reducing IT risks.
Understanding ITIL Service Portfolio Management
published by BMC Software on Nov 11, 2008
Focus on the services that support the business and make the most efficient use of your resources. Learn how service portfolio management can generate greater business value. This paper describes the IT Infrastructure Library® (ITIL®) Version 3 approach to service portfolio management.
Windows Vista® in a Hybrid IT Environment
published by Dell on Oct 17, 2008
Windows Vista® offers a new way to deliver manageable IT services that are planned for security service-level agreements (SLAs), while helping to lower the cost of ownership, management, and deployment.
What Is ITIL and Why You Should Care
published by Global Knowledge on Dec 20, 2005
ITIL is becoming the next big thing in Information Technology. This paper outlines the origin of ITIL, what ITIL is, who controls its contents, who are the biggest users, and why you should care.
A Framework for IT Compliance: The Sarbanes-Oxley Act and IT
published by Aldon on Jul 14, 2008
Learn what this regulation expects of IT and how to avoid the risk of expensive fines.
Business Process Management: The Key to ITIL Success
published by LANDesk on Dec 11, 2006
This white paper describes how ITIL implementation can be rendered simpler, faster, more effective and more affordable by combining new service-oriented Business Process Management (BPM) tools with the established functionality of task-oriented IT management software.
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Special Report
Cooling Strategies for IT Wiring Closets and Small Rooms
The design of data centers and large computer rooms always includes a cooling system. Yet many IT devices are located in distributed spaces outside of the computer room in closets, branch offices, and other locations that were never designed with provisions for cooling IT equipment. The power density of IT equipment has increased over time and the result is that distributed IT equipment such as VoIP routers, switches or servers often overheat or fail prematurely due to inadequate cooling. This paper describes the science and practical application of an improved method for the specification of cooling for wiring closets.