How Bupa used a pantomime to explain service management
Bupa's operational services manager, Janet Holling, reveals the successes and failures during a large-scale ITSM deployment.
IT Service Management - News, Features, and Slideshows
News about IT Service Management
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How to implement effective SLAs
Before getting anywhere close to discussing the concept of service level agreements (SLAs) in IT service management (ITSM), there is one time-worn debate to straighten out.
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Self-Service IT Catches On
Cloud-based software for the IT help desk turns out to be useful in departments outside of IT, too.
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Why you can’t ignore ITSM
The value of implementing an IT service management (ITSM) program is clear. Leveraging good processes in the enterprise IT environment to manage and measure incidents, problems, changes, service levels and risks is an almost ubiquitous objective of internal and external organisations providing IT to the business.
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IT Service Management Tools Help Airline Fix Glitches Faster
Mapping technologies to key business processes helps IT group prioritize fixes when problems occur.
Whitepapers about IT Service Management
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Case Study: Leapfrogging the Maturity S-Curve
Caesars Entertainment Corporation’s IT department faced the challenge of unifying its IT service management for a diverse user base that was already large and growing quickly. Caesars realised that combining standard IT processes with NIIT Technologies as a strategic partner was the best solution to address this challenge.
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Consolidate: Get Control of Your Service Desk
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The importance of Kaizen in ITSM: When IT service management isn’t what it could be
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The Best Practices in Data Centre Power Management