This reference guide presents an overview of ISPL and a reference for those who apply ISPL in their job or in an acquisition process. This guide is not intended to be a course on ISPL or to document ISPL in detail; for these purposes other books on ISPL are more appropriate. This reference guide is based on the ‘official’ ISPL products by EXIN.

The IT Balanced Scorecard is an instrument that can be leveraged to measure and manage IT
performance and to enable alignment between the business and IT.

you can get the key frameworks for IT Management in this title:

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To identify, control and audit the information required to manage IT services by defining and maintaining a database of controlled items, their status, lifecycles and relationships and any information needed to manage the quality of IT services cost effectively.

To manage IT infrastructure costs and to provide a sound basis for business decisions relating to IT by identifying and accounting for the costs of delivering services, and where feasible by recovering costs in an equitable manner.

Do you know what the single biggest error is that people make when they start out to make a service catalog? Have you ever seen one? Did you know that you should develop a service portfolio before a service catalog? In this article Mark O’Loughlin will provide advice and guidance on these topics and provide a useable template.

Despite Lean Six Sigma being around for over twenty years now, it is remarkable that a significant number of companies and individuals still don't really know what it is. Oh, they've heard of it, and may even have been involved in it, but when it comes to defining it or reaping the huge benefits it can offer, then far too many are still in the dark. A few of the frequently asked questions from stu ...

To support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities can be recovered within the required and agreed business time scales.

It is no longer simply good enough to capture IT key performance indicators to measure service quality. Organizations must be able to showcase the business value of IT; but how? Selecting the most appropriate business metrics is the key. In this article, Linh C. Ho and Bryce Dunn give practical advice on how to work together with business stakeholders to select the most relevant business metrics t ...

Risk management in ITIL is owned by the Availability Management process - though a number of other areas use Risk Management as well. The metrics for this process do not include Customer Satisfaction because this is already part of the Availability Management metrics.

While there is no single right way for organizations to approach improvements in IT governance, this paper proposes a comprehensive and integrated IT governance framework and roadmap which identifies the appropriate current and emerging best practice methodologies for each of the major IT Governance components that must be addressed in any approach. The framework can serve as a guideline for any o ...