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ITIL® White PapersFeatured White Papers
Featured White Paper
Cloudy with a Chance of Clarity: Navigating through the facts about Cloud Computing and IT Service ManagementSpecial Guest Author
Sharon Taylor
Chief Architect of ITIL® v3
President of Aspect Group Inc.
In our latest thought leadership whitepaper, Sharon Taylor,...
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White Paper Archive
Axios Systems Whitepaper: How to build your business case for Service CatalogSharon Taylor, Chief Architect of ITIL® V3, recommends practical steps for building your business case for Service Catalog in the latest in the series of Axios Systems thought-leadership whitepapers.
The...
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ITSM Tooling Uncovered WhitepaperDownload this exclusive whitepaper authored by industry expert Sharon Taylor, Chief Architect of ITIL® V3 and President of The Aspect Group Inc.
ITSM tools are a major, long-term IT investment....
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Implementing a Service Catalog – 5 Top Tips by Sharon TaylorThis white paper explores the art of service catalog management, how to create, and how not to create one, the challenges, benefits and 5 top tips on setting it up and improving it.
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The 5 Upgrade Headaches…And How To Avoid ThemIn today’s business environment, rapidly changing markets are driving increased demand for new enterprise application functionality to support the business. For many organizations, however, there are...
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Service Value Management: The Business ImperativeThis white paper explores the SVM approach and how creating, managing and measuring value in services can give your organization a significant competitive advantage. Sharon Taylor, Chief Architect of ITIL®...
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CMDB - A Strategic Service AssetIn the current economic climate you will be all too aware of the pressure to stabilize high standards of quality with better management and reduction of IT costs.
This white paper highlights...
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CMDB - Practical Steps To Successful ImplementationThe five steps detailed within this white paper identify key areas to consider when implementing Configuration Management Systems (CMS) and in particular a Configuration Management Database (CMDB).
This...
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Hidden Costs And Delayed Value In Customized ITSM Software: Why Organizations Are Moving Towards Out-of-the-box SolutionsThis white paper participates in the growing debate around customization and configuration—why some organizations believe it is important to own a highly-customized solution in contrast to the growing...
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ITIL - Delivering Real Value In A Downturn: Three Fast Steps To Service ValueAre you under pressure to do more with less? During tough economic times, organizations have to become ultra-competitive to survive, and ultra-agile to remain competitive. Pressure is piled on IT to support...
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Small Change Or Big Deal? Best Practice Change Management For IT Service DeliveryIT does and must change in response to business needs and customer requirements and most IT managers would agree that an effective change management process is essential to ensure that these changes are...
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Beyond The Numbers - Why IT Effectiveness Is Not Just About Counting CostsThere is a general feeling in the IT industry that measuring effectiveness is simply a matter of calculating the money involved. Managers routinely ask:How can we save hardware costs?Are...
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IT Doctors Can Prescribe Better Business PerformanceThe first step towards improving an organization’s performance can be simply to take the pulse of its IT department.
‘Health Checks’ carried out by IT Service Management (ITSM) specialists...
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Return On Investment: Fact Or Fairy Tale?Return on investment (ROI) is the buzzword of the moment. But while many vendors in the IT market enthusiastically talk the talk, how many IT investors actually walk the walk?
Why do we strive...
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ITIL V2 To V3 - Is It Worth It?This thought-provoking white paper compares the differences between the V2 process and V3 service approaches to ITIL® and discusses the relative IT maturity levels of organizations in relation to this.
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ITIL® V3 - The Future Is HereThe ITIL® framework has undergone some transformation since its inception; much has been reported in the IT trade media about the implication of changes to ITIL®.
Sharon Taylor, Chief...
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Cynical Tactic Or Service Nirvana? SLAs ReviewedRemember when you first heard about Service Level Agreements (SLAs)?
It may have been almost 2 decades ago, when the trade press firmly dubbed SLAs as the “Next Big Thing”.
And...
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Total Cost Of OwnershipBack in the late 1980s, at the beginning of the ITIL® project, the phrase ‘total cost of ownership’ (TCO) was much used as a reason behind the guiding principles of ITIL®. The concern was to...
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ITSM Tooling StrategyReplacement or upgrade? On-premise implementation or SaaS subscription? Quick fix or long-term strategy?Many organizations feeling the pain of ill-fitting IT Service Management...
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