White paper
Published 22 Oct 2019
0.5 CPD Points
This White Paper uses ITIL service management best practices to explain the principles of providing services to business customers that are fit for purpose.
Asset management|Information Management|Information systems|IT Service Management (ITSM)|IT services|ITIL|Management
White paper
Published 22 Oct 2019
0.5 CPD Points
This White Paper examines the ways cyber resilience and ITSM can work better together to help organizations more effectively manage their IT services, prevent cyber-attacks, and detect and correct attacks that cannot be prevented.
Collaboration|Cyber Resilience|Cyber-Attack|IT Service Management (ITSM)|IT services|ITIL|Management|RESILIA
White paper
Published 05 Jan 2020
This white paper uses fictional case studies to illustrate the key elements of ideal relationships between services, IT management, and non-IT domains.
Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL
White paper
Published 27 Sep 2019
The term digital transformation is widely used by business and technology leaders, but it is worth pausing to reflect on what it really means, how it emerged and why it’s important.
Digital transformation|IT service management (ITSM)|IT services|ITIL|Service management|Value
White paper
Published 22 Oct 2019
0.5 CPD Points
This White Paper examines the similarities and differences between the Business Information Services Library (BiSL) and the current ITIL best-practice framework.
Best practice|Budgets|Change management|Frameworks|ITIL|Management|Processes|Resource management|Service Management
White paper
Published 22 Oct 2019
0.5 CPD Points
The White Paper published in January 2008 compared ITIL® V3 and ASL®. Since then, new versions of both ITIL and ASL have been published, prompting this updated White Paper.
Frameworks|IT Service Management (ITSM)|IT services|ITIL|Methodologies|Processes|Requirements
White paper
Published 05 Nov 2019
0.5 CPD Points
The purpose of this White Paper is to introduce the concepts for an effective way of managing services in a multi-supplier environment.
Best practice|Governance|IT investment|IT Service Management (ITSM)|ITIL|Service Management
White paper
Published 22 Oct 2019
This article shows how ITIL Practitioner guiding principles Start where you are, Collaborate and Keep it simple, can help IT service operations teams improve services.
Collaboration|IT Service Management (ITSM)|IT services|ITIL|Processes
White paper
Published 09 Mar 2020
High-velocity IT describes useful models, concepts and techniques to give thise who work in it and understanding of the domain.
Collaboration|IT service management (ITSM)|IT services|IT transformation|ITIL|ITIL 4|Service management
White paper
Published 15 Aug 2019
This paper describes how ITIL 4 is evolving from process-based thinking to an approach which includes the four dimensions of service management.
Agile|Customer experience|IT service management (ITSM)|ITIL|Processes|Value