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ITIL® White PapersFeatured White Papers
Featured White Paper
Cloud Computing and its impact on ITSMSharon Taylor, Chief Architect of ITIL® v3, provides insight on the concept of cloud computing and its impact on ITSM. In this paper, Taylor clarifies the facts about cloud computing and discusses...
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White Paper Archive
Build the business case for Service CatalogSharon Taylor, Chief Architect of ITIL® v3, recommends practical steps for building your business case for Service Catalog and measuring ROI to prove its value.
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ITILv3 Chief Architect explains Service Catalog ImplementationAre you about to implement a Service Catalog? This whitepaper explores the art of Service Catalog management, how to create a Service Catalog, and how not to create one, the challenges, benefits and 5...
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How to implement a CMDBAre you considering a CMDB implementation? This white paper will teach you how to go about a CMDB implementation by breaking it down into five steps.
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How CMDB fits in with your IT strategyThis white paper will show you how a CMDB underpins each ITIL® process, and how you can leverage it to increase the value of IT support within your organization.
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How to get a bigger IT budgetThere is a general feeling in the IT industry that measuring effectiveness is solely based on finance. This white paper explores other KPIs that should be monitored and reported on when making decisions...
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How to reduce IT costsIf you have a tight budget what can you do? This whitepaper addresses the issues you will face and shows you how to turn them to your advantage. You will now have the opportunity to bypass certain procedures,...
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ITSM Tools exposedSharon Taylor, Chief Architect of ITIL® v3 explains all the factors that you should consider in deciding where and how ITSM tools should support your strategy.
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How to reduce the cost and time of tool upgradeDo you dread your next tool upgrade? This whitepaper outlines the five most common problems relating to upgrading an enterprise IT Service Management (ITSM) solution and how organizations can avoid or...
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How to bench mark your ITSM servicesAs with any journey, you have to know where you are where you want to go before you can plan the route. The same is true when embarking on an organization performance improvement project. An IT "Health...
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ITIL Reference GuideSharon Taylor, Chief Architect of ITIL® v3 authored this white paper to help the ITSM community understand the changes to ITIL®, and how the latest version provides major benefits to existing ITIL®...
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Service Value ManagementSharon Taylor, Chief Architect of ITIL® v3, explores the Service Value Management approach and explains how creating, managing and measuring value in services can give your organization significant...
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Change Management Best PracticeThis whitepaper explores why companies struggle with change management.
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How to implement SLAs properlyNearly 2 decades ago SLAs were thought of as the "next big thing", the ability to formalize an agreement to guarantee performance allowed IT Managers to plan time and resource more efficiently than ever....
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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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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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Cloud Computing and its impact on ITSM
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