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itil
(489 results)-
Discussion Threads
The ten roles you need for ITIL configuration management
March 24, 2008 6:15am PDT
The ten roles you need for ITIL configuration management article root Discouraging. I'm not sure why, but I found this laundry list very discouraging. I guess I get the impression ITIL isn't for...
4 Started by CharlieSpencer_Palmetto | Latest comment by AlexEvolven
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Blog Post
The ten roles you need for ITIL configuration management
March 23, 2008 2:52pm PDT
Many IT departments try to implement ITIL configuration management without giving very much thought to the staffing of the configuration management service. There are lots of creative ways to...
4 Latest comment by AlexEvolven
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Case Studies
Fashion Retailer s.Oliver Boosts Productivity With Streamlined IT Management Services and ITIL Best Practices
March 19, 2008 12:00am PDT
s.Oliver has operations in more than 30 countries. As one of Germany's leading fashion retailers, it introduces 12 new collections every year and processes up to 350,000 items every day. s.Oliver...
Provided by: CA
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Discussion Threads
Tactical ITIL- Service, incidents, and problems
March 17, 2008 10:20am PDT
Tactical ITIL- Service, incidents, and problems article root Tactical ITIL- Service, incidents, and problems The ITIL Service Delivery module takes a critical look at the way we work in an...
8 Started by Tig2 | Latest comment by ggbyrne@...
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Blog Post
Tactical ITIL -- service, incidents, and problems
March 17, 2008 10:07am PDT
The world of ITIL separates help desk calls into two distinct types. There are "service tickets" and "incidents." These types are resolved differently.
8 Latest comment by ggbyrne@...
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White Papers
Using Process Mining for ITIL Assessment: A Case Study With Incident Management
March 5, 2008 12:00am PST
The ITIL framework is the best known set of best practices for managing IT services. In this paper the authors introduce process mining as a useful technique for assessing whether a business...
Provided by: Technical University of Lisbon
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White Papers
ITIL V3 and ISO/IEC 20000
March 1, 2008 12:00am PST
This paper outlines the differences between ITIL V3 and ISO/IEC 20000, from the perspective of each clause in the standard where the core 5 ITIL books either do not cover it or cover it...
Provided by: TSO
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Case Studies
BMC Remedy IT Service Management Suite Rings in Service Improvements
March 1, 2008 12:00am PST
Telkomsel is the leading operator of cellular telecommunications services in Indonesia. Telkomsel wanted an IT service management solution based on IT Infrastructure Library (ITIL) best practices...
Provided by: BMC Software
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White Papers
Improving the Information Technology Service Management With Six Sigma
March 1, 2008 12:00am PST
Over the last few years, the number of organizations that deliver Information Technology (IT) services is increased. There are some frameworks such as Information Technology Infrastructure Library...
Provided by: Iran Telecommunication Research Center
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White Papers
Between the Bazaar and the Cathedral: Where ITIL, Business Service Management, and Open Source Converge
February 28, 2008 12:00am PST
Many IT organizations are already taking advantage of the promise of open source software to reduce costs, deploying it alongside traditional proprietary software. Like all IT organizations, those...
Provided by: BMC Software
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White Papers
BoxTone Mobile User Management With ITIL and ITSM
February 28, 2008 12:00am PST
Today, many organizations are shifting their IT focus from day-to-day technical operation of back-office infrastructure to delivering high quality services that their users or customers require....
Provided by: BoxTone
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Blog Post
Work travel: Culture shock
February 26, 2008 7:37am PST
This is my third and last blog about work travel. For those of you who don't know, I went to Las Vegas last week for an ITIL conference. Here are my previous reports on the experience: Work...
10 Latest comment by rhonda.russ@...
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Discussion Threads
ITIL Change Management: Major RFC vs RFC task
February 4, 2008 3:28am PST
ITIL Change Management: Major RFC vs RFC task We are implementing a revised change management process in the company and I'm struggling to document a clear definition of a Major type RFC to...
2 Started by amandah@... | Latest comment by jams772
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Blog Post
Sanity check: Seven hot acronyms IT pros are talking about
February 3, 2008 11:44pm PST
IT professionals adore acronyms and shorthand. That's part of the reason why normal people think IT pros are speaking a foreign language when we talk amongst ourselves. If you want to "be in the...
137 Latest comment by SObaldrick
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White Papers
Information Technology Infrastructure Library (ITIL) Statement of Ability
February 1, 2008 12:00am PST
The delivery of services is shifting the purpose and agenda for IT as the business demands it plays a more expansive role in the organisation. It's time for IT to come out of the back office and...
Provided by: Emereo Solutions
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Webcasts
The ITIL Imperative: Accelerate from Strategy to Value in '08
January 24, 2008 12:00am PST
As ITIL hits the top of many organizations' priority lists in '08, business leaders are anxious to see tangible business value out of their ITIL investments. But practical advice on how to use...
Provided by: Bomgar
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White Papers
IT Service Management - A Roadmap for Success
January 20, 2008 12:00am PST
Information Technology Service Management (ITSM) is a set of specialized organizational capabilities for providing value to customers in the form of services. It generally covers the "Back office"...
Provided by: EquaTerra
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Case Studies
TechnoMania Boosts Customer Satisfaction With Streamlined Support Services
January 16, 2008 12:00am PST
Customer satisfaction is a top priority for Lebanese IT distribution and services company TechnoMania. To facilitate its ambitious growth plans, TechnoMania needs to ensure the quality and speed...
Provided by: CA
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Discussion Threads
12 questions with Sharon Taylor, Chief Architect of ITIL V3
January 9, 2008 3:16am PST
12 questions with Sharon Taylor, Chief Architect of ITIL V3 article root ITIL3 is not open source IMHO, it is not correct to describe ITIL3 as "open source". There is no visibility in any of the...
3 Started by RobertoF | Latest comment by rlcallaway@...
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Blog Post
12 questions with Sharon Taylor, Chief Architect of ITIL V3
January 7, 2008 1:07pm PST
Sharon Taylor worked on earlier versions of the Information Technology Infrastructure Library in the 1990s and has now accepted the key role in creating version 3 released in May of 2007. She is...
3 Latest comment by rlcallaway@...
