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ITSM Whitepapers

Featured Whitepaper

Guide to migrating to a new ITSM platform

Organizations need the right IT Service Management (ITSM) technology to meet their business objectives. Many IT departments are struggling with outdated software that is difficult and costly to upgrade,...
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Whitepaper Archive

Top 7 Trends for 2014 and Beyond

Recent research has again highlighted the growing pressure on IT to deliver service across the entire organization. Indeed Deloitte’s CIO survey which compiled feedback from 1,600 CIOs indicates that...
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Using Social IT Management to Improve IT Customer Satisfaction and ROI

In this exclusive Axios whitepaper, Sharon Taylor, President of Aspect Group, Inc. and Former Chief Architect of ITIL v3, explores how organizations can use Social IT Management strategies and technology...
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Why choosing an ITSM tool is like buying a house

Karen Ferris of Macanta Consulting describes how you can ensure your organization chooses the right ITSM technology at the right price - while avoiding the pitfalls that many other organizations have experienced.
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ITSM Tools exposed

Sharon Taylor, Chief Architect of ITIL v3, explains all the factors that you should consider in deciding where and how ITSM tools should support your strategy.
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Save 25 percent on IT spend - Overnight

This whitepaper explores the business case for either maintaining a highly customized solution, fine tuned to the business needs, or of using an out-of-the-box solution.
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How to reduce IT costs

If you have a tight budget what can you do? This whitepaper addresses the issues you will face and shows you how to turn them to your advantage.
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How to benchmark your ITSM services

As with any journey, you have to know where you are and where you want to go before you can plan the route. The same is true when embarking on an organization performance improvement project. An IT "Health...
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How to implement SLAs properly

This whitepaper revisits the original ideas and explores what went wrong, with a view to perhaps resurrecting the SLA.
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Service Value Management

Sharon Taylor, Chief Architect of ITIL v3, explores the Service Value Management approach and explains how creating, managing and measuring value in services can give your organization significant competitive...
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ITIL Reference Guide

Sharon Taylor, Chief Architect of ITIL v3 authored this whitepaper to help the ITSM community understand the changes to ITIL, and how the latest version provides major benefits to existing ITIL practitioners,...
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How to get a bigger IT budget

There is a general feeling in the IT industry that measuring effectiveness is solely based on finance. This whitepaper explores other KPIs that should be monitored and reported on when making decisions...
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How CMDB fits in with your IT strategy

This whitepaper will show you how a CMDB underpins each ITIL process, and how you can leverage it to increase the value of IT support within your organization.
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How to implement a CMDB

Are you considering a CMDB implementation? This whitepaper will teach you how to go about a CMDB implementation by breaking it down into five steps.
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ITIL v3 Chief Architect explains Service Catalog Implementation

Are you about to implement a Service Catalog? This whitepaper explores the art of Service Catalog management, how to create a Service Catalog, and how not to create one, the challenges, benefits and 5...
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SaaS ITSM for the CIO

CIOs are under pressure to do more with less, reduce costs and drive growth through innovation. This whitepaper discusses SaaS and how it is driving a change in the CIO role.
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Cloud Computing and its impact on ITSM

Sharon Taylor, Chief Architect of ITIL v3, provides insight on the concept of cloud computing and its impact on ITSM. In this paper, Taylor clarifies the facts about cloud computing and discusses whether...
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Build the business case for Service Catalog

Sharon Taylor, Chief Architect of ITIL v3, recommends practical steps for building your business case for Service Catalog and measuring ROI to prove its value.
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How to reduce the cost and time of tool upgrade

Do you dread your next tool upgrade? This whitepaper outlines the five most common problems relating to upgrading an enterprise IT Service Management (ITSM) solution and how organizations can avoid or...
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Change Management Best Practice

This whitepaper explores why companies struggle with change management.
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Resources

Case Study: Xentrall Shared Services
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Guide to migrating to a new ITSM platform
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Axios Systems Corporate Overview
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Axios Systems supplies IT Service Management software, IT Service Desk software, IT Change Management software, IT Asset Management software, solutions and services.
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