• What ITIL certifications mean to your IT management practices

    Posted February 21, 2013 - 10:19 am

    ITIL is growing in demand and some employers are paying a premium for certification and experience in the best practices methodology, but the first question is what exactly is ITIL and is it right for you or your company?
  • IT service management moves to the cloud

    Posted February 5, 2013 - 3:18 pm

    As organizations become decreasingly skeptical about the cloud, they are increasingly willing to outsource ITSM to a SaaS provider. Doing so lowers costs, improves flexibility and easily accommodates ITIL framework principles.
  • Capgemini continues apprenticeship drive

    Posted August 16, 2012 - 2:14 pm

    Capgemini is continuing the Higher Apprentice Programme it launched last year, offering 40 positions this autumn.
  • Enterprise Rent-A-Car moves to cloud-based ITSM

    Posted April 14, 2012 - 7:01 am

    International car rental group Enterprise Holdings is migrating to cloud-based IT service management to help run its business.
  • 5 steps to successful ITIL adoption

    Posted February 15, 2012 - 12:43 pm

    ITIL, the IT service management (ITSM) best practice framework, has come on in leaps and bounds since it was first introduced due to theUK government's disillusionment with the way that governmental IT was delivered in the latter half of the 1980s. Now the de facto standard for ITSM, there is no doubt that ITIL can benefit IT infrastructure and operations (I&O) organizations. In a recent survey of 491 members of the IT Service Management Forum (itSMF) USA, Forrester found that ITIL beneficially improved service productivity (85%), quality (83%), business reputation (65%), and occasionally cost savings (41%).
  • A guiding hand for maturing IT processes

    Posted November 10, 2010 - 3:13 pm

    The drive to reduce costs, improve service delivery and enhance business competitiveness has become ingrained in the IT psyche. And this, in turn, means change within enterprise IT infrastructure and operations environments.
  • Implementing an IT scorecard

    Posted January 25, 2010 - 8:57 am

    Implementing an IT scorecard can either enhance or potentially derail an IT manager's career, says Robert Ryan, co-author of "The Business of IT: How to Improve Service and Lower Costs." Here he offers 5 must-dos for successfully implementing an IT scorecard for your organization.
  • Lessons From Manufacturing and ITIL

    Posted January 22, 2010 - 7:38 pm

    While IT organizations don’t deliver concrete and tangible goods the way manufacturing organizations do, IT and manufacturing executives face many of the same challenges.
  • Replace that aging help desk

    Posted April 29, 2009 - 4:30 pm

    Over are the days of the reactive IT help desk with a basic mandate of recording and responding to IT issues from end users. The help desk now sits at the core of an organization's IT service management strategy, being very much based in ITIL (Information Technology Infrastructure Library) best practices, according to one researcher. "
  • eTOM and ITIL Resources - Process Map Templates

    Posted April 20, 2009 - 5:15 pm

    For those of you interested in understanding and adopting Frameworks as part of organizational transformation, this will be of interest.
  • Managing change

    Posted February 26, 2009 - 1:18 pm

    "Change and release control aren't optional any more. You must have adequate control of IT changes in order to stay compliant with governmental and industry regulations," says Larry Klosterboer, author of Implementing ITIL Change and Release Management. Here he offers advice for making change and release management a source of cost savings for your business.

  • How to anchor your IT service management during times of change

    Posted November 25, 2008 - 9:21 am

    When it comes to times of change; whether new business, mergers & acquisitions or downsizing, maintaining customer focused Service Management can be a real challenge. Typically an organizations’ Service Desk will be the key player in providing seamless Service Management.
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