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How ACH Group saved 2 hours per day and achieved an 87% SLA by implementing HaloITSM...

It appears that some organizations are starting to realise that the SIAM model adopted some years ago when it was the fad, is not all it was cracked up to be.   Organizations saw SIAM as the opportunity to reduce costs and offload the responsibilities of…

To enable SIAM to be effective across internal and external suppliers the introduction of a Service Management Definition Document (SMDD) is recommended

In this second part of the article we will look at having reached the stage where we know that we are going to proceed with a service or change request (using the ITIL Change Management processes for Request For Change [RFC])

Define   1. Review Service Level Agreement(s) and Service Catalogue(s) - Working with the Business Relationship Manager and Business representatives determine the mission critical services and components. In addition consider the implications of security breaches and also software virus attacks.   2. Identify IT Service Continuity…

The attached case study from iET Solutions discusses how SBB, Switzerland's largest travel and transport company, is benefiting from implementing ITSM, including improved management of multiple outsourced service providers. Download PDF: Swiss Railway SBB iET ITSM the missing link between IT service providers and SBB Informatik (420kb PDF) …

ITIL Change Management clearly states that all Requests for Change (RFCs) must be approved and authorized in advance of implementation. The speed and effectiveness of the approval and authorization element of the Change Management process can provide the difference between the organization being responsive to market forces, competitive…

Recently the big research organizations of Gartner and Forrester have publish material that appears to support the implementation of the Information Technology Infrastructure Library (ITIL) into organizations.   Research into ITIL   Gartner's research identified that ITIL assists to reduce costs, to find out…

Recently ITILnews has been contacted by one of our visitors asking if we could provide any guidance around the costs involved in implementing ITIL into an organization. Due to the variables associated with an organization including, size, location and budget, it is impossible to specify specific costing's. …

The current global economic climate remains tense with many organizations and individuals reluctant to invest or spend. The knock-on effect is that the job markets are somewhat subdued.   It has been brought to our attention that in the United Kingdom some analysis has been undertaken…