This pocket guide is a practical book and more or less compulsory reading material for anyone who intends using SqEME® process management. An ‘instruction book’ with directives and tips showing an efficient approach for structuring, mastering and improving processes; complemented by examples from the same practice.

It is therefore a guide, whilst at the same time being a reference boo ...

The Service Desk is the single point of contact for all incoming calls to the IT department, it will provide a customer focused interface between the users and IT to enable the efficient use of IT services, helping restore normal services as soon as possible as well as being proactive in advising users of potential service interruptions.

This vision paper proposes that business and IT professionals must re-focus on building business cases to address strategic gaps in overall IT service delivery improvement. We need a financial model that addresses true service lifecycle costs and benefits, to break through the traditional IT silos of Strategy, Development and Operations. While much progress has been made addressing discrete IT pro ...

This paper discusses the role and importance to the business of effective Information Security Management (ISM), how it is supported by an extensive family of global standards and the way these harmonize with ITIL. The intended readership is business and IT managers familiar with or interested in ITIL. The paper discusses the contents and purposes of, and relationships between global standards, be ...

BiSL was introduced in the Netherlands as the public domain standard for business information management. This article is an introduction to the BiSL model.

This document provides an introduction to TOGAF 9. Topics addressed include:

1. An Introduction to TOGAF
2. TOGAF, its structure and content
3. The kinds of architecture that TOGAF addresses
4. What’s new in TOGAF 9

The IT Infrastructure Library (ITIL) is implemented in companies worldwide – but not without its challenges. In this E-Guide, brought to you by SearchDataCenter.com and BMC, you will discover expert strategies essential for a successful ITIL implementation. Gain insight into the unique features associated with ITIL v3 and explore the top 10 ITIL implementation errors and remedies. Learn how ITIL i ...

ITIL describes a process framework for IT service management, but does not provide the detailed process design needed for organizationally embedding and automating the IT processes described. Jeroen Bronkhorst, Jeroen Wiebolt and Ruud Ligtenberg present a number of principles that serve as the premise for the structured design of IT processes while leveraging developments in the area of Business P ...

If you think about IT governance you are often confronted with Cobit and other already established frameworks. Besides that, the ISO tried to establish general IT governance principles to best support business and its governance infrastructure. This article is a brief summary of the main concepts and principles of ISO38500.

Keep documentation control standards and measure compliance. Make sure that documents are secure but well indexed so as to be easy to access by those authorized. Maintain an historical audit trail and verify that all relevant documents are managed under IT service continuity plan so as to be available in the case of a disaster.