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 prem ... (read more)

 

The purpose of this whitepaper is to show you what the ABC of ICT™ is, and to show the negative impact it is having on ITSM improvement programs and on the performance of organizations. This whitepaper will explain why we are consistently and persistently failing to recognize and address these ABC ... (read more)

 

In February 2005 BiSL was introduced in the Netherlands as the public domain standard for business information management. This article is an introduction to the BiSL model. (read more)

 

This document provides an introduction to TOGAF 9.

Topics addressed include:

An Introduction to TOGAF rn

TOGAF, its structure and content rn

The kinds of architecture that TOGAF addresses rn

What’s new in TOGAF 9 (read more)

 

To understand this critical element of IT success, it is necessary to fully comprehend the nature and purpose of a Service Catalog. To begin this discussion, lets examine what a Service Catalog is not. It is a common misunderstanding that the Service Catalog is no more and no less than a marketing b ... (read more)

 

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 an ... (read more)

 

To evaluate IT service and support performance, senior management must focus on metrics beyond the IT service desk basics. A good performance management dashboard should be a careful blend of operational and service metrics. Key Findings • Management tends to focus on readily available IT service ... (read more)

 

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 I ... (read more)

 

Market research shows that one third of IT budgets is spent on management of applications, and that this part is increasing. It is therefore not surprising that there is growing attention for the economic aspects of both demand management (business responsibility) and application management (techni ... (read more)

 

PRINCE2 describes eight components which need to be present for a successful project: • Business Case – The justification for the project • Organisation – defining the roles and responsibilities of the people involved • Plans – defining the project’s products, how the work should be carried out, ... (read more)