"A picture speaks a thousand words", which is handy because Dr. ITIL presents an excellent link to a high powered graphical presentation covering ITIL Service Support and Service Delivery.
The link is attributed to those clever folk at Pink Elephant who specialize in Service Management training and service consultancy (www.pinkelephant.com)
What we like about this particular presentation is the layout and challenging nature of the text that underpins the graphics.
The presentation covers all the disciplines of Service Support and Service Delivery in each of the following areas:-
- Definitions
- Activities
- Benefits
- Challenges
- Metrics and Management Reports
The presentation will be useful for students revising their ITIL theory for their ITIL Managers (Masters) Exams as well as anyone who just needs a re-fresher of ITIL Service Support and Service Delivery.
Access the Presentation Pack (PDF Format)
The Do´s and Dont´s of Process Improvement
If you have embarked on any process improvement activity lately then you really should check out this presentation covering over 50 key Do´s and Dont´s of Process Improvement.
Vital lessons learnt from hard experience. Accessing this link could be a wise investment and save you many hours worth of hassle and undue concern.
Although not explicitly ITIL specific - these great tips apply to ALL Process Improvement Activities.
This presentation is attriubted to Pat O´Toole of PACT (Process Assessment, Consulting and Training). For more information contact:- PACT 1316 Summit Oaks Burnsville, MN 55337 Toll free: (877) 432-PACT (7228) Cell: 612-387-PACT (7228) PACT.otoole@att.com
The link below is to a rapidly flowing presentation pack (in PDF format) covering which things to ensure you do and which things to avoid across a spectrum of Process Impovement areas, such as:-
- The Capability Maturity Model
- Measurement
- Processes
- Behavioural Change
- Key Performance Areas
The presentation pack covers other things such as rewards systems, leadership in improvement, establishing process architecture and becomming a learning organization.
Access the presentation now (PDF file)
Vital lessons learnt from hard experience. Accessing this link could be a wise investment and save you many hours worth of hassle and undue concern.
Although not explicitly ITIL specific - these great tips apply to ALL Process Improvement Activities.
This presentation is attriubted to Pat O´Toole of PACT (Process Assessment, Consulting and Training). For more information contact:- PACT 1316 Summit Oaks Burnsville, MN 55337 Toll free: (877) 432-PACT (7228) Cell: 612-387-PACT (7228) PACT.otoole@att.com
The link below is to a rapidly flowing presentation pack (in PDF format) covering which things to ensure you do and which things to avoid across a spectrum of Process Impovement areas, such as:-
- The Capability Maturity Model
- Measurement
- Processes
- Behavioural Change
- Key Performance Areas
The presentation pack covers other things such as rewards systems, leadership in improvement, establishing process architecture and becomming a learning organization.
Access the presentation now (PDF file)
Introduction to BS15000 - The Standard For IT Service Management
BS15000 is the world's first standard for IT service management. From 2007, it is anticipated that it will become a worldwide standard, ISO20000.
The standard specifies a set of inter-related management processes, and is based heavily on the IT Infrastructure Library - ITIL.
This directory is intended to serve as a start point for your BS15000 / ISO20000 needs.
Whether you are entirely new to the topic, or whether you are a seasoned ITIL practitioner, you should find something of value...
Access the Directory...
The standard specifies a set of inter-related management processes, and is based heavily on the IT Infrastructure Library - ITIL.
This directory is intended to serve as a start point for your BS15000 / ISO20000 needs.
Whether you are entirely new to the topic, or whether you are a seasoned ITIL practitioner, you should find something of value...
Access the Directory...
Grasp The Essentials of ITIL in only 30 Minutes
Do you need to quickly and effectively communicate the essential of ITIL to someone - but perhaps only have 30 minutes to do it in? Quite a challenge - but it can be done.
Matthew Kayes and Kory Smith of Sietel Leeds and Associates have put together an excellent 108 page FREE presentation covering the essentials of ITIL.
This is quite a feat - they should be congratulated for combining several volumes of text into one quality presentation pack.
We believe this pack will be invaluable in providing you with a great basis for communicating ITIL to senior executives in your organisation, or perhaps for helping you to shape your thoughts on how to create your own presentation to other Service Teams.
The FREE 108 page presentation (pdf format) contents are:-
- What is ITIL?
- Who is using ITIL?
- Integrated Process Workflow
- ITIL Goals
- Overview, goals and benefits of each ITIL Process
- ITIL Components
- ITIL Exam Essentials
- The Structure of ITIL
- ITIL in a Continuous Service Improvement Environment
- Overview of Service Support Processes
- Overview of Service Delivery Processes
- FREE sample ITIL Exam Questions
- ITIL Security Management
- ITIL Financial Management
- ITIL Operations Assessment
Link to the presentation now (pdf file)
Matthew Kayes and Kory Smith of Sietel Leeds and Associates have put together an excellent 108 page FREE presentation covering the essentials of ITIL.
This is quite a feat - they should be congratulated for combining several volumes of text into one quality presentation pack.
We believe this pack will be invaluable in providing you with a great basis for communicating ITIL to senior executives in your organisation, or perhaps for helping you to shape your thoughts on how to create your own presentation to other Service Teams.
The FREE 108 page presentation (pdf format) contents are:-
- What is ITIL?
- Who is using ITIL?
- Integrated Process Workflow
- ITIL Goals
- Overview, goals and benefits of each ITIL Process
- ITIL Components
- ITIL Exam Essentials
- The Structure of ITIL
- ITIL in a Continuous Service Improvement Environment
- Overview of Service Support Processes
- Overview of Service Delivery Processes
- FREE sample ITIL Exam Questions
- ITIL Security Management
- ITIL Financial Management
- ITIL Operations Assessment
Link to the presentation now (pdf file)
ITIL Implementation Best Practice
Best practice knowledge for ITIL implementation is hard to come by unless you have your own on-site resident experts.
If you are planning to implement ITIL or about to undertake a new improvement initiative, then this presentation pack and accompanying teleconference will prove invaluable.
Gartner have produced, in our view, an exceptional sixteen page presentation covering: what trends are driving ITIL adoption, what best practices can accelerate implementation and what lessons can be applied to ITIL from similar process disciplines such as six sigma.
The accompanying teleconference complements the presentation pack and you should move through the slides as the teleconference progresses.
>>Move to Gartner.com/teleconferences<<
If you are planning to implement ITIL or about to undertake a new improvement initiative, then this presentation pack and accompanying teleconference will prove invaluable.
Gartner have produced, in our view, an exceptional sixteen page presentation covering: what trends are driving ITIL adoption, what best practices can accelerate implementation and what lessons can be applied to ITIL from similar process disciplines such as six sigma.
The accompanying teleconference complements the presentation pack and you should move through the slides as the teleconference progresses.
>>Move to Gartner.com/teleconferences<<
The ITIL Process Capability Maturity Model
Ever wondered how your ITIL processes compare against the Capability Maturity Model but were afraid (or didn't have the consultancy budget!) to ask?
Dr. ITIL presents a recommended link to a really pragmatic and simple to use Capability Assessment Model guide produced by Pink Elephant (www.pinkelephant.com).
Within the Guide's 12 pages you will find a:-
- Review of the Capability Maturity Model
- Review of Pink Elephant's ITIL process maturity model
- Sample templates to assist you with your assessments
The Capability Maturity Model Guide also takes you through how to perform your own basic assessment step-by-step.
This - in itself - could save you the first round of consultancy fees by helping you to refine your thinking and perspective on your current issues, risks and challenges.
With your refined thinking and self-assessment of your internal capability - you are better equipped to define your implementation or improvement requirements. In addition, if you assess several processes - you can compare relative levels of maturity and determine where your improvement investment is best placed across the spectrum of Service Support and Service Delivery.
Have you ever thought about teaming up with one of your larger Vendors and comparing results to determine each others strengths and weaknesses? This is often a low cost but high value exercise because it 'reveals' in-built process efficiencies and value-added activities that you simply cannot discover by assessing just your own organizations capability.
[Did you know, there are many other articles within Dr. ITIL covering the Capability Maturity Model. Feel free to use the Google Search Bar at the top of this page to find them!]
Start Assessing Today...
Dr. ITIL presents a recommended link to a really pragmatic and simple to use Capability Assessment Model guide produced by Pink Elephant (www.pinkelephant.com).
Within the Guide's 12 pages you will find a:-
- Review of the Capability Maturity Model
- Review of Pink Elephant's ITIL process maturity model
- Sample templates to assist you with your assessments
The Capability Maturity Model Guide also takes you through how to perform your own basic assessment step-by-step.
This - in itself - could save you the first round of consultancy fees by helping you to refine your thinking and perspective on your current issues, risks and challenges.
With your refined thinking and self-assessment of your internal capability - you are better equipped to define your implementation or improvement requirements. In addition, if you assess several processes - you can compare relative levels of maturity and determine where your improvement investment is best placed across the spectrum of Service Support and Service Delivery.
Have you ever thought about teaming up with one of your larger Vendors and comparing results to determine each others strengths and weaknesses? This is often a low cost but high value exercise because it 'reveals' in-built process efficiencies and value-added activities that you simply cannot discover by assessing just your own organizations capability.
[Did you know, there are many other articles within Dr. ITIL covering the Capability Maturity Model. Feel free to use the Google Search Bar at the top of this page to find them!]
Start Assessing Today...
How To Implement ITIL With Six Sigma Rigor
Learn the framework behind implementing ITIL Processes using Six Sigma rigor, from GE Global Research.
GE's research highlights, through a case study and supporting slides, exactly how Six Sigma can be used to help implement ITIL processes.
This 43 slide presentation pack covers:-
- Six Sigma Essentials
- The Linkages Between Six Sigma and ITIL
- DMAIC flow
- Strategy Drill Down
- Team Charters
- Process Controls
- Application Support Organization
- Avenues for Future Improvements
This is an ideal link for anyone wishing to understand more about Six Sigma (the underlying structure, tools, techniques) within a process implementation scenario.
Access the Full Presentation Pack Here...
GE's research highlights, through a case study and supporting slides, exactly how Six Sigma can be used to help implement ITIL processes.
This 43 slide presentation pack covers:-
- Six Sigma Essentials
- The Linkages Between Six Sigma and ITIL
- DMAIC flow
- Strategy Drill Down
- Team Charters
- Process Controls
- Application Support Organization
- Avenues for Future Improvements
This is an ideal link for anyone wishing to understand more about Six Sigma (the underlying structure, tools, techniques) within a process implementation scenario.
Access the Full Presentation Pack Here...
40% of U.S. Organizations To Adopt ITIL by 2007
The IT Infrastructure Library (ITIL) process framework, specifically the IT Service Delivery and IT Service Support practices, has made significant inroads into US operational environments during the past three years.
Virtually non-existent in the US prior to 2001, the ITIL process framework will be adopted by nearly 40% of US-based organizations by 2007.
Read the article...
Virtually non-existent in the US prior to 2001, the ITIL process framework will be adopted by nearly 40% of US-based organizations by 2007.
Read the article...
Learn More About Service Management Catalogs Today
Service Catalogs are now being offered as a robust capability that no longer simply capture a list of services but also facilitate:-
- Operational Level Agreements, Service Level Agreements (internal & external customer expectations)
- Catalogs of supporting and underlying infrastructures and dependencies (including direct links into the CMDB)
- Hierarchical service models
- Process driven modeling and provisioning (workflow).
Learn much more about Service Catalogs from Boris Pevzner.
Boris has advised CIOs and senior IT executives of leading Fortune 500 companies on realigning IT operations around service-oriented IT delivery models.
His professional pedigree includes Bell Labs, AT&T, MIT, and MathSoft. Boris is currently the Chief Strategy Officer at Centrata, the service management solutions company he co-founded in 2000. He is a frequent speaker at technology conferences on IT transformation, ITIL, and service-oriented IT delivery.
* Read Full Article *
Did you enjoy this article? Did you know there are many other Articles on ITIL and Service Catalogs within the depths of the Dr. ITIL Archives? Why not search for them right now using the Google Search Bar at the top of this page. Simply type in "ITIL + catalog", click the green Dr. ITIL radio button, then search... you're away...
Dr. ITIL is FREE - So See You Tomorrow - With More Great ITIL Articles!
- Operational Level Agreements, Service Level Agreements (internal & external customer expectations)
- Catalogs of supporting and underlying infrastructures and dependencies (including direct links into the CMDB)
- Hierarchical service models
- Process driven modeling and provisioning (workflow).
Learn much more about Service Catalogs from Boris Pevzner.
Boris has advised CIOs and senior IT executives of leading Fortune 500 companies on realigning IT operations around service-oriented IT delivery models.
His professional pedigree includes Bell Labs, AT&T, MIT, and MathSoft. Boris is currently the Chief Strategy Officer at Centrata, the service management solutions company he co-founded in 2000. He is a frequent speaker at technology conferences on IT transformation, ITIL, and service-oriented IT delivery.
* Read Full Article *
Did you enjoy this article? Did you know there are many other Articles on ITIL and Service Catalogs within the depths of the Dr. ITIL Archives? Why not search for them right now using the Google Search Bar at the top of this page. Simply type in "ITIL + catalog", click the green Dr. ITIL radio button, then search... you're away...
Dr. ITIL is FREE - So See You Tomorrow - With More Great ITIL Articles!
BS15000 - An Introductory Guide
BS15000 is set to become an international standard ( ISO20000 ) within two years. It has become one of the most featured requirements in Service Management Contracts across Europe and North America. Learn more about it in this Introductory Guide.
BS15000 is a formal and auditable accreditation scheme based on ITIL and devised by the British Standards Institute (BSi).
BS15000-1 is the formal standard detailing the requirements for compliance in the areas of Management Systems, Service Planning, Process Relationships, Service Delivery, Control, and Release. BS15000-2 is the Code of Practice explaining in more detail the specifications and providing guidance and recommendations on how to achieve accreditation.
The BS15000 standard is viewed across the industry as a crucial step in turning Best Practice into reality for everybody.
Read The Full Introductory Guide Here
Dr. ITIL is FREE - So See You Tomorrow - With More Great ITIL Articles!
BS15000 is a formal and auditable accreditation scheme based on ITIL and devised by the British Standards Institute (BSi).
BS15000-1 is the formal standard detailing the requirements for compliance in the areas of Management Systems, Service Planning, Process Relationships, Service Delivery, Control, and Release. BS15000-2 is the Code of Practice explaining in more detail the specifications and providing guidance and recommendations on how to achieve accreditation.
The BS15000 standard is viewed across the industry as a crucial step in turning Best Practice into reality for everybody.
Read The Full Introductory Guide Here
Did you enjoy this article? Did you know there are many other Articles on ITIL and BS15000 within the depths of the Dr. ITIL Archives? Why not search for them right now using the Google Search Bar at the top of this page. Simply type in "ITIL + BS15000", click the green Dr. ITIL radio button, then search... you're away...
Dr. ITIL is FREE - So See You Tomorrow - With More Great ITIL Articles!
FREE - The ITIL Pocket Guide
ITIL (IT Infrastructure Library) provides a framework of “best practice” guidance for IT Service Management and is the most widely used and accepted approach to IT Service Management in the world.
This pocket guide has been designed as an introductory overview for anyone who has an interest or need to understand more about the objectives, content and coverage of ITIL and is provided by the ITsmf.
This guide describes the key principles of IT Service Management and provides a high-level overview of each of the core publications within ITIL:-
- Service Delivery
- Service Support
- ICT Infrastructure Management
- Planning to Implement Service Management
- Application Management
- The Business Perspective
- Security Management
This guide reinforces the key ITIL message that IT services are there solely to support the business and its efficient and effective operation.
The advice contained within this guide is neither definitive nor prescriptive, but is based on ITIL best practice. The use of ITIL is applicable and is of benefit to all IT organisations irrespective of their size or the technology in use.
Access the FREE ITIL Pocket Guide
Did you enjoy this article? Did you know there are other FREEguides on ITIL within the depths of the Dr. ITIL Archives? Why not search for them right now using the Google Search Bar at the top of this page. Simply type in "ITIL + FREE", click the green Dr. ITIL radio button, then click Search...
Dr. ITIL is FREE - So see you tomorrow - For More Great ITIL Information!
This pocket guide has been designed as an introductory overview for anyone who has an interest or need to understand more about the objectives, content and coverage of ITIL and is provided by the ITsmf.
This guide describes the key principles of IT Service Management and provides a high-level overview of each of the core publications within ITIL:-
- Service Delivery
- Service Support
- ICT Infrastructure Management
- Planning to Implement Service Management
- Application Management
- The Business Perspective
- Security Management
This guide reinforces the key ITIL message that IT services are there solely to support the business and its efficient and effective operation.
The advice contained within this guide is neither definitive nor prescriptive, but is based on ITIL best practice. The use of ITIL is applicable and is of benefit to all IT organisations irrespective of their size or the technology in use.
Access the FREE ITIL Pocket Guide
Did you enjoy this article? Did you know there are other FREEguides on ITIL within the depths of the Dr. ITIL Archives? Why not search for them right now using the Google Search Bar at the top of this page. Simply type in "ITIL + FREE", click the green Dr. ITIL radio button, then click Search...
Dr. ITIL is FREE - So see you tomorrow - For More Great ITIL Information!
Taking the ITIL Managers (Masters) Certificate?
Fancy some top tips for the ITIL Exam?
Learn how to pass the ITIL Managers (Masters) Exam.
Suparno Biswas, writing for www.itsmwatch.com provides his personal views and tips on how to pass the ITIL Managers (Masters) cetificate.
In his article he describes:-
- How To Study For the Managers Certificate
- General Learning Points
- Tips On How To Pass the ITIL exam
Link to the Full Article Now
Suparno Biswas is a senior solutions architect at Hewlett-Packard, and has led various teams of engineers, architects and managers to successfully deliver IT infrastructure management projects, both at the pre and post-sales phase. Suparno has fifteen years experience in the computing industry, focusing on enterprise management, software development lifecycle, system architecture and design.
Did you enjoy this article? Did you know there are other Articles on ITIL Exam Tips within the depths of the Dr. ITIL Archives? Why not search for them right now using the Google Search Bar at the top of this page. Simply type in "ITIL + exams", click the green Dr. ITIL radio button, then search... you're away...
Remember www.dritil.com is FREE - so see you tomorrow - with new articles!
Learn how to pass the ITIL Managers (Masters) Exam.
Suparno Biswas, writing for www.itsmwatch.com provides his personal views and tips on how to pass the ITIL Managers (Masters) cetificate.
In his article he describes:-
- How To Study For the Managers Certificate
- General Learning Points
- Tips On How To Pass the ITIL exam
Link to the Full Article Now
Suparno Biswas is a senior solutions architect at Hewlett-Packard, and has led various teams of engineers, architects and managers to successfully deliver IT infrastructure management projects, both at the pre and post-sales phase. Suparno has fifteen years experience in the computing industry, focusing on enterprise management, software development lifecycle, system architecture and design.
Did you enjoy this article? Did you know there are other Articles on ITIL Exam Tips within the depths of the Dr. ITIL Archives? Why not search for them right now using the Google Search Bar at the top of this page. Simply type in "ITIL + exams", click the green Dr. ITIL radio button, then search... you're away...
Remember www.dritil.com is FREE - so see you tomorrow - with new articles!
Learn How To Use ITIL, Cobit and ISO17799 in Conjunction
Learn the strengths and weaknesses of Cobit, ITIL and ISO17799. Gain an understanding of how to use them effectively and in conjunction with one another.
This brilliant 27 page guide published by PriceWaterHouseCoopers and written by Angeli Hoekstra and Nicollette Conradie also examines how IT goals can be achieved in the organization with the three sets of best practice.
Access the Comparison Document Now
Did You Know? There are more ITIL/Cobit Articles Within the Archives of Dr. ITIL. Simply use the Google Search Facility to find them on this page.
This brilliant 27 page guide published by PriceWaterHouseCoopers and written by Angeli Hoekstra and Nicollette Conradie also examines how IT goals can be achieved in the organization with the three sets of best practice.
Access the Comparison Document Now
Did You Know? There are more ITIL/Cobit Articles Within the Archives of Dr. ITIL. Simply use the Google Search Facility to find them on this page.
ITIL - The Best Model For Good Governance?
What's the best model for good IT Governance? Todd Newcombe examines several models and their interelationships in this classic article from e.Republic (February 2005).
Todd covers: complexity, the history of ITIL, ITIL adoption and it's up take within government.
Todd reports, "According to a brochure published by the ITSM Forum, some savings organizations have achieved through ITIL governance framework include:
- More than 70 percent reduction in service downtime
- ROI up by more than 1,000 percent
- savings of nearly $200 million annually
- 50 percent reduction in new product cycles."
Access the Full Article Here
Todd covers: complexity, the history of ITIL, ITIL adoption and it's up take within government.
Todd reports, "According to a brochure published by the ITSM Forum, some savings organizations have achieved through ITIL governance framework include:
- More than 70 percent reduction in service downtime
- ROI up by more than 1,000 percent
- savings of nearly $200 million annually
- 50 percent reduction in new product cycles."
Access the Full Article Here
Looking for hard proof that ITIL adds value ?
Have the benefits of ITIL ever been scientifically proven ?
Is hard evidence available of real benefits from adopting ITIL ?
Here is a fascinating piece of academic research by Dr. B. C. Potgeiter, J. H. Botha and Dr. C. Lew. The aim of their research was to prove that a direct correlation exists between customer satisfaction and the use of ITIL.
Although the article is somewhat academic at times, it does highlight some interesting ways of measuring ITIL benefits within your own organization and identifies key criteria for how to measure best practice.
>>Full Research Paper (PDF)<<
Is hard evidence available of real benefits from adopting ITIL ?
Here is a fascinating piece of academic research by Dr. B. C. Potgeiter, J. H. Botha and Dr. C. Lew. The aim of their research was to prove that a direct correlation exists between customer satisfaction and the use of ITIL.
Although the article is somewhat academic at times, it does highlight some interesting ways of measuring ITIL benefits within your own organization and identifies key criteria for how to measure best practice.
>>Full Research Paper (PDF)<<
At Last - A Practical Guide To Management Processes
A brilliant new book from the HDI, "Implementing Service & Support Management Processes: A Practical Guide", might be just what you are looking for to give your ITIL initiatives a major boost.
This book contains proven and practical implementation, maintenance, and optimization advice for processes key to the IT service and support center environment.
Authored by several widely respected practitioners and experts, Implementing Service and Support Management Processes provides advice and assistance on how to best implement service management using the experience of those with a strong track record of success in the "real world."
Developed for service and support managers as a reference to setting up and evolving current support center organizations, the book provides prescriptive guidance to implementing ITIL® processes and other support center processes not in ITIL, and provides a focus on operational metrics for the support center.
This book is published by Van Haren Publishing, international experts in products specializing in IT management best practices and IT Service Management.
Description of the book
Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.
Process chapters include introductions and overviews; key inputs and outputs; possible problems; little things that always get forgotten; implementation; ongoing operation; communication; responsibilities and deliverables; KPIs; optimization; measurement and reporting; and checklists, templates, and sample documents.
Who is this book for?
A majority of the processes covered the book are also ITIL processes. However, the book takes the ITIL framework to a practical level for support center managers by providing detailed directions on how to utilize its structure.
If your organization is planning to implement ITIL, the book will be extremely valuable to planning and actual implementation.
If your organization is not planning to implement ITIL, the book will provide valuable guidance for process improvement and best practice process structure.
Business managers will find the book helpful in understanding and establishing best practice support center services that interact strategically and operationally with the overall IT organization.
Visit the relevant HDI web page listed below and...
>>Access the first three chapters FREE<<
Did you know? Dr. ITIL is the Web's largest ITIL Portal providing direct and FREE access to hundreds of articles, guides, white papers, links and news articles all designed to help you with your ITIL implementation and improvement initiatives.
With Dr. ITIL - you can:-
- Join our FREE Mailing list. See the top right hand side of any page to join today!
- Recommend a friend/colleague to Dr. ITIL. Just click the "Tell a Friend" Icon
- Search, using the Google toolbar on this page, our archives and find that important but relevant article or paper that will assist you with your latest project/assignment
This book contains proven and practical implementation, maintenance, and optimization advice for processes key to the IT service and support center environment.
Authored by several widely respected practitioners and experts, Implementing Service and Support Management Processes provides advice and assistance on how to best implement service management using the experience of those with a strong track record of success in the "real world."
Developed for service and support managers as a reference to setting up and evolving current support center organizations, the book provides prescriptive guidance to implementing ITIL® processes and other support center processes not in ITIL, and provides a focus on operational metrics for the support center.
This book is published by Van Haren Publishing, international experts in products specializing in IT management best practices and IT Service Management.
Description of the book
Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.
Process chapters include introductions and overviews; key inputs and outputs; possible problems; little things that always get forgotten; implementation; ongoing operation; communication; responsibilities and deliverables; KPIs; optimization; measurement and reporting; and checklists, templates, and sample documents.
Who is this book for?
A majority of the processes covered the book are also ITIL processes. However, the book takes the ITIL framework to a practical level for support center managers by providing detailed directions on how to utilize its structure.
If your organization is planning to implement ITIL, the book will be extremely valuable to planning and actual implementation.
If your organization is not planning to implement ITIL, the book will provide valuable guidance for process improvement and best practice process structure.
Business managers will find the book helpful in understanding and establishing best practice support center services that interact strategically and operationally with the overall IT organization.
Visit the relevant HDI web page listed below and...
>>Access the first three chapters FREE<<
Did you know? Dr. ITIL is the Web's largest ITIL Portal providing direct and FREE access to hundreds of articles, guides, white papers, links and news articles all designed to help you with your ITIL implementation and improvement initiatives.
With Dr. ITIL - you can:-
- Join our FREE Mailing list. See the top right hand side of any page to join today!
- Recommend a friend/colleague to Dr. ITIL. Just click the "Tell a Friend" Icon
- Search, using the Google toolbar on this page, our archives and find that important but relevant article or paper that will assist you with your latest project/assignment
Implement ITIL in 5 Steps
This is a MUST HAVE white paper if you are about to implement ITIL in your organisation (or for a client) or you want to validate what you already have in place.
Kerry Litten, consulting manager at International Network Services (www.ins.com), describes a practical way to implement best practice. The paper offers:-
- A step-by-step approach, developed through real experience
- Faster start to implementation and achievement of anticipated benefits
- A foundation for effective IT governance
Download Kerry's white paper here
Kerry Litten, consulting manager at International Network Services (www.ins.com), describes a practical way to implement best practice. The paper offers:-
- A step-by-step approach, developed through real experience
- Faster start to implementation and achievement of anticipated benefits
- A foundation for effective IT governance
Download Kerry's white paper here
Did You Know? www.dritil.com is the web's largest collection of ITIL links, providing FREE access to papers, guides, articles, news, events and product descriptions. Use Google Search at the top of any page to find what you really need, remembering to click the Dr. ITIL radio button! Happy ITIL'ing!
ITIL Process Mapping - Two Tools For Thought
Two powerful process mapping tools are featured in this post. One is ITIL and BS15000 centric, the other is more generic but features some powerful real-time modelling features.
The ability to map processes or model process flows based on "what if" scenarios used to be the stuff Service Manager's dreams were made of... but not anymore.
Process Mapping tools are one of the fastest growing tools sectors in the Service Management world. Here are two key one's:-
FoxPrism.
The first tool is FoxPrism from Fox IT. This is a web-based process mapping tool that assists in the design and management of Service Management processes and the implementation of Service Management technology.
Based on ITIL best practice processes, FoxPrism provides a customizable framework onto which organizations can map and build their own process models.
Documentation of processes is a vital starting point for the implementation of Service Management processes. FoxPrism can be particularly useful when used after a baseline assessment and gap analysis as the next step to process improvements.
By identifying what currently takes place, organizations can begin to understand where gaps in process occur and establish where quick wins and sustained service improvements can be achieved.
iGrafx.
iGrafx® Process™ 2005 is a leading process analysis and simulation tool that enables even the most complex processes to be understood, modeled and improved. Although not ITIL compliant or ITIL focussed it offers a wealth of powerful features that may compensate for this, depending on your needs.
As a cornerstone of process improvement for more than a decade, iGrafx Process has helped leading companies understand, improve, deploy and communicate best-practice processes. By targeting high-impact customer facing processes, users can greatly improve customer satisfaction, retention and returns.
With comprehensive modeling techniques combined with intelligent process mapping, iGrafx Process 2005 brings the benefits of process analysis within reach of simulation experts and non-experts alike.
In a way not possible with other modeling techniques such as complex spreadsheets, iGrafx process models respond to changing schedules of resource availability, customer demand patterns or random events such as machine down time. Powerful reports help you support and communicate your findings. A Six Sigma version is also available.
For more information - please click on a link below:-
FoxPrism Link
iGrafx Link
To learn even more about ITIL, ITIL Process Management or any ITIL discipline - try searching using the Google Search Box on this page, remembering to click the Dr. ITIL radio button. There are hundreds of links to Articles, News Items, process guides and templates. Everything's FREE.
The ability to map processes or model process flows based on "what if" scenarios used to be the stuff Service Manager's dreams were made of... but not anymore.
Process Mapping tools are one of the fastest growing tools sectors in the Service Management world. Here are two key one's:-
FoxPrism.
The first tool is FoxPrism from Fox IT. This is a web-based process mapping tool that assists in the design and management of Service Management processes and the implementation of Service Management technology.
Based on ITIL best practice processes, FoxPrism provides a customizable framework onto which organizations can map and build their own process models.
Documentation of processes is a vital starting point for the implementation of Service Management processes. FoxPrism can be particularly useful when used after a baseline assessment and gap analysis as the next step to process improvements.
By identifying what currently takes place, organizations can begin to understand where gaps in process occur and establish where quick wins and sustained service improvements can be achieved.
iGrafx.
iGrafx® Process™ 2005 is a leading process analysis and simulation tool that enables even the most complex processes to be understood, modeled and improved. Although not ITIL compliant or ITIL focussed it offers a wealth of powerful features that may compensate for this, depending on your needs.
As a cornerstone of process improvement for more than a decade, iGrafx Process has helped leading companies understand, improve, deploy and communicate best-practice processes. By targeting high-impact customer facing processes, users can greatly improve customer satisfaction, retention and returns.
With comprehensive modeling techniques combined with intelligent process mapping, iGrafx Process 2005 brings the benefits of process analysis within reach of simulation experts and non-experts alike.
In a way not possible with other modeling techniques such as complex spreadsheets, iGrafx process models respond to changing schedules of resource availability, customer demand patterns or random events such as machine down time. Powerful reports help you support and communicate your findings. A Six Sigma version is also available.
For more information - please click on a link below:-
FoxPrism Link
iGrafx Link
To learn even more about ITIL, ITIL Process Management or any ITIL discipline - try searching using the Google Search Box on this page, remembering to click the Dr. ITIL radio button. There are hundreds of links to Articles, News Items, process guides and templates. Everything's FREE.
Easier Benchmarking: The Process Clasification Model
Ever needed a complete list of processes that an entire IT Services Division or complete Business could ever need to implement for the benefit of their Customers? Ever required cross-industry standard clasifications to enable easier benchmarking comparisons?
Well, today Dr. ITIL provides you with direct access to the Process Clasification Framework (PCF).
The PCF was developed by APQC (www.apqc.org) and member companies as an open standard to facilitate improvement through process management and benchmarking regardless of industry, size, or geography.
THE FRAMEWORK FOR PROCESS IMPROVEMENT
The PCF and associated measures and benchmarking surveys are available for download and completion at no charge at:- www.apqc.org/OSBCdatabase
Access The PCF Here
Well, today Dr. ITIL provides you with direct access to the Process Clasification Framework (PCF).
The PCF was developed by APQC (www.apqc.org) and member companies as an open standard to facilitate improvement through process management and benchmarking regardless of industry, size, or geography.
THE FRAMEWORK FOR PROCESS IMPROVEMENT
Experience shows that benchmarking’s potential to drive dramatic improvement lies squarely in making out-of-the-box comparisons and searching for insights not typically found within intra-industry paradigms.
To enable this beneficial benchmarking, the APQC Process Classification FrameworkSM (PCF) serves as a high-level, industry-neutral enterprise model that allows organizations to see their activities from a cross-industry process viewpoint.
The PCF organizes operating and management processes into 12 enterprise-level categories, including process groups and over 1,500 processes and associated activities.The PCF and associated measures and benchmarking surveys are available for download and completion at no charge at:- www.apqc.org/OSBCdatabase
Access The PCF Here
ABOUT APQC:-
An internationally recognized resource for process and performance improvement, APQC helps organizations adapt to rapidly changing environments, build new and better ways to work, and succeed in a competitive marketplace. With a focus on productivity, knowledge management, benchmarking, and quality improvement initiatives, APQC works with its member organizations to identify best practices, discover effective methods of improvement, broadly disseminate findings, and connect individuals with one another and the knowledge, training,
and tools they need to succeed. Founded in 1977, APQC is a member-based nonprofit serving organizations around the world in all sectors of business, education, and government. APQC
is also a proud winner of the 2003 and 2004 North American Most Admired Knowledge Enterprises (MAKE) awards. This award is based on a study by Teleos, a European-based research firm, and the KNOW network.
Change Management Do's and Dont's!!
Miscellaneous Change Management Do's and Don'ts.
Here are some tips for change management.
Items to do:
Do post-implementation reviews to determine whether the change succeeded or not.
Do track the change success rate.
Do use the change success rate to learn and avoid making historically risky changes.
Do make sure everyone attends the meetings, otherwise auditors have a good case that this is a nonfunctioning control.
Do categorize the disposition of all changes.
In other words, all outcomes must be documented once a change is approved. Three potential outcomes are: -
Change withdraw - the change requester rescinds the change request along with the reason why. This should not be flagged as a failed change in change metrics.
Abort - the change failed, accompanied by documentation of what went wrong.
Completed successfully - the change was implemented and is functioning appropriately.
Items not to do:
Do not authorize changes without rollback plans that everybody reviews. Changes do fail, so be proactive and think ahead about how to recover from a problem rather than attempting to do so during the heat of firefighting.
Do not allow rubber stamping approval of changes.
Do not let any system changes off the hook - someone made it, so understand what caused it.
Do not send mixed messages. Bear in mind that the first time the process is circumvented, incredible damage can be done to the process. "Well heck, we did it last time" or the boss said, "just do it" - both send the wrong messages.
Read The Full Article
This is an extract from - "The Visible Ops Handbook, Starting ITIL in 4 Practical Steps", by Kevin Behr, Gene Kim and George Spafford. Copyright 2004 by the IT Process Institute (ITPI). To learn more about Visible Ops, use the Google Search Facility on Dr. ITIL using the Keywords, "Visible Ops".
Here are some tips for change management.
Items to do:
Do post-implementation reviews to determine whether the change succeeded or not.
Do track the change success rate.
Do use the change success rate to learn and avoid making historically risky changes.
Do make sure everyone attends the meetings, otherwise auditors have a good case that this is a nonfunctioning control.
Do categorize the disposition of all changes.
In other words, all outcomes must be documented once a change is approved. Three potential outcomes are: -
Change withdraw - the change requester rescinds the change request along with the reason why. This should not be flagged as a failed change in change metrics.
Abort - the change failed, accompanied by documentation of what went wrong.
Completed successfully - the change was implemented and is functioning appropriately.
Items not to do:
Do not authorize changes without rollback plans that everybody reviews. Changes do fail, so be proactive and think ahead about how to recover from a problem rather than attempting to do so during the heat of firefighting.
Do not allow rubber stamping approval of changes.
Do not let any system changes off the hook - someone made it, so understand what caused it.
Do not send mixed messages. Bear in mind that the first time the process is circumvented, incredible damage can be done to the process. "Well heck, we did it last time" or the boss said, "just do it" - both send the wrong messages.
Read The Full Article
This is an extract from - "The Visible Ops Handbook, Starting ITIL in 4 Practical Steps", by Kevin Behr, Gene Kim and George Spafford. Copyright 2004 by the IT Process Institute (ITPI). To learn more about Visible Ops, use the Google Search Facility on Dr. ITIL using the Keywords, "Visible Ops".
Dr. ITIL Asks, "Is Change Management Failing Us?"
Is Change Management actually failing us?
In a recent survey of 40 corporate IT infrastructure managers a surprising 60% admitted that their processes to handle change are not effective in communicating and coordinating changes occurring within their production environment.
Among the key findings of the study:-
- Not all changes are logged 95%
- Changes not thoroughly tested 90%
- Lack of process enforcement 85%
- Poor change communication and dissemination 65%
- Lack of centralized process ownership 60%
- Lack of change approval policy 50%
-Frequent change notification - after the fact 40%
By drawing some clear distinctions between the scope and nature of change management and of change control, this article hopes to point a way for otherwise competent organizations to address their deficits in handling changes to the IT infrastructure.
Read The Full Article Here
In a recent survey of 40 corporate IT infrastructure managers a surprising 60% admitted that their processes to handle change are not effective in communicating and coordinating changes occurring within their production environment.
Among the key findings of the study:-
- Not all changes are logged 95%
- Changes not thoroughly tested 90%
- Lack of process enforcement 85%
- Poor change communication and dissemination 65%
- Lack of centralized process ownership 60%
- Lack of change approval policy 50%
-Frequent change notification - after the fact 40%
By drawing some clear distinctions between the scope and nature of change management and of change control, this article hopes to point a way for otherwise competent organizations to address their deficits in handling changes to the IT infrastructure.
Read The Full Article Here
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