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.

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.

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.

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.

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 ...

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 ...

To continually support and improve business effectiveness through the delivery of high quality IS services aligned and responsive to business needs, while maximizing the business return on investment in IS.

In May 2007, the Office of Government Commerce (OGC) released a new version of ITIL. Aspects of Application Management are to be found in all five volumes of the core guidance. In this paper, the interfaces with another IT framework, the Application Services Library, are more described. There are both similarities and differences between ITIL and ASL. Both frameworks recognize added value in the o ...

Application Management (AM) is an IT domain that supports organizations by keeping their applications up and running, up to date and under control. AM consumes about a third of IT budgets. But what keeps AM people awake at night? This white paper summarizes the results of workshops in which representatives of the AM community have expressed their views about the challenges that they are facing.

To ensure the delivery of IT services where, when and to whom they are required, by planning and building a reliable and maintainable infrastructure and maintaining key support and supply relationships according to service requirements.