www.itsm.info provides ITSM information and consulting service solutions based on ITIL best practices

ITSM portal - information on ITIL best practices and consulting solution services

 

Home |  ITIL | ITSM |  SolutionMethod |  Services | Links | Downloads | Announcements | About Us | Search | Feedback

 

White Papers

For ITIL® Version 3 Refresh Information - CLICK HERE -

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office

This ITSM Service Management white paper presents Service Management Personas to better align business users to IT Service Provisioning by creating business user profiles and use cases.

* NEW * Service Management Personas: Aligning Business Users to IT Service Provisioning

White Paper    (PDF, 55 KB)

This ITSM Service Management white paper presents the requirement, various aspects, success criteria and a practical approach for achieving organizational effectiveness through an effective Transformation process.

* NEW * ITSM Organization Transformation

White Paper    (PDF, 55 KB)

This presentation discusses the interfacing and need for CobiT and IT Service Management to be used together to achieve real value add and alignment between IT service provisioning and business requirements.

* NEW * CobiT and IT Service Management

White Paper    (PDF, 90 KB)

This paper discusses the need for ITSM in Cloud Computing, where best practice processes and methods are needed and why.

* NEW * ITSM in the Cloud

White Paper    (PDF, 34 KB)

This paper discusses the processes and methods to define, characterize, and orient data within the storage technology hierarchy. In addition, it addresses various and necessary data usage and profile characteristics to effectively manage data and storage with an IT service management perspective.

* NEW * Effective Storage and Data Management

White Paper    (PDF, 34 KB)

This paper is part of a Service Management - Consulting Service Portfolio that addresses how to provide and realize the benefits of developing, marketing, closing and delivering value added consulting services. It outlines a high-level business case/vision for a ITIL/IT Service Management Consulting Service Business Portfolio.

* NEW * ITSM Value Added Service Provisioning

White Paper    (PDF, 36 KB)

This presentation examines the role of IT Governance in Service Management. In particular it focuses on leveraging IT Governance around ITSM and ITIL including its importance, definitions, model, implementing highlights and critical success factors.

* NEW * ITSM, ITIL and IT Governance

White Paper    (PDF, 72 KB)

This presentation addresses the comparison between the various aspects of ITIL V2 and ITIL V3 including how and where they are different, the strenghts of ITIL V3 over ITIL V2 and the various factors associated with a migration from one version to the next. It also includes those critical success elements and factors inclusive of a successful IT Service Management implementation.

* NEW * ITIL® V2 to ITIL V3

White Paper    (PDF, 4,262 KB)

This paper discusses the various aspects of the necessity for the business to be able to articulate what its requirements are in terms that IT can understand, provision for, and most importantly manage to. This is satisfied by a Service Request Management process with the appropriate subject matter expertise to use the process, technology to accommodate it, and information to measure, manage, and report on it.

* NEW * ITSM Service Request Management

White Paper    (PDF, 41 KB)

This paper discusses the various aspects of ITIL and ITSM considering ITIL as a Science and IT Service Management as an Art. This includes what is necessary for service provisioning and to enable IT to provide value to the business utilizing ITIL.

* NEW * ITSM and ITIL: An Art vs. A Science?

White Paper    (PDF, 19 KB)

This paper discusses the neccessity of leveraging IT Service Management best practices and an ITIL framework to more effectively implement Utility Computing and subsequently Virtualization including those steps neccessary for implementation.

* NEW * ITSM Utility Computing

White Paper    (PDF, 23 KB)

This paper discusses various issues of alternative or supplemental approach to the typical Maturity Assessment methods to adhere to an approach where measurements and metrics perceived by the business as providing value must be a primary focus objective for IT. This would include as part of the qualification method for assessing CMM Maturity quantifications, how well IT is performing as a service provider from the business perspective.

* NEW * Business Benefits ITIL Maturity Assessment

White Paper    (PDF, 23 KB)

This paper discusses the challenges facing many organizations that are considering or have migrated to a multi-vendor outsourced enterprise. It details the employing and leveraging of IT Service Management best practices to address these issues and minimize the impact of operating in such an environment and finally this white paper details a proactive approach to accommodating this type of outsourcing situation.

* NEW * Leveraging ITSM in a Multi-Vendor Outsourced Enterprise

White Paper    (PDF, 43 KB)

This paper outlines and discusses a practical method to employing ITIL/ITSM best practices into Performance Based Contracting. The goal of ITSM is in direct alignment with the purpose of Performance Based Contracting, which is to ensure that required performance quality levels are achieved and total payment is related to the degree that services performed meet contract standards. Implicit in this is the employing of IT best practices, which is ITIL.

* NEW * The Application of ITSM in Performance Based Contracting

White Paper    (PDF, 23 KB)

This paper outlines and discusses a practical method to developing and implementing a Balanced Scorecard that is an approach to strategic management that provides a clear prescription as to what organizations should measure in order to “balance” the financial perspective.

* NEW * Developing and Implementing a Balanced Scorecard

White Paper    (PDF, 54 KB)

This paper establishes the essential components for the Requirements Definition and subsequently each Phase within an Application Development project process. This includes the primary steps involved in each Phase, and the necessary “packets” of information that need to be developed and passed from one Phase to the next.

* NEW * Project Management Best Practices for the Application Development Process

White Paper    (PDF, 59 KB)

This Questionnaire contains a detailed set of questions that need to be completed in order to qualify, quantify, size, scope, and estimate the impact of an in-sourcing and/or out-sourcing effort on people, process, technology, organization, and integration across the enterprise.

* NEW * ITSM Outsourcing Questionnaire

White Paper    (PDF, 51 KB)

This paper presents a high level methodology for in-sourcing and/or out-sourcing of an ITSM analysis, planning, implementation, and support effort.

* NEW * ITSM Managed Services Methodology

White Paper    (PDF, 22 KB)

This paper contains the best practice methods for Incident Management, Problem Management and Service Desk setup and implementation. This papers includes methods flowcharts, resource expertise requirements, and roles and responsibilities.

* NEW * ITSM Problem and Incident Best Practices

White Paper    (PDF, 85 KB)

This paper is a general overview primer that defines and details IT Service Management best practices based on ITIL standards.

* NEW * ITSM Overview Primer

White Paper    (PDF, 56 KB)

This presentation presents Enterprise Infrastructure Architecture, a seamless, best-of-breed methodology and service designed to assist organizations in delivering, managing and supporting distributed systems using IT Service Management best practices based on ITIL standards.

* NEW * EIA: Enterprise Infrastructure Architecture

Presentation    (PDF, 560 KB)

This paper presents SAGA, a Strategic Approach to Goal Achievement. SAGA is a proactive business model that details at a high level those steps for an organization to achieve its goals. A framework is developed, an approach is outlined, and how to accommodate current and future desired situations are discussed.

* NEW * SAGA: A Strategic Approach to Goal Achievement

White Paper    (PDF, 60 KB)

This presentation outlines realizing benefits from Projects, Business Programs, and Organization Initiatives. Opportunities to realize benefits are presented, a framework is developed, an approach is outlined, and metrics are defined.

* NEW * Realization of Benefits

Presentation    (PDF, 60 KB)

This presentation outlines the current business model, its limitations, and its inefficiencies. It presents a proactive model to business planning and the relationship between mature Knowledge Management best practices and developing a proactive posture to be Aware, Adaptable, and Agile to internal and external changes.

* NEW * A Proactive Business Model

Presentation    (PDF, 79 KB)

This paper discusses the processes and methods to define, characterize, and develop a Service Catalog as part of IT Service Management best practices and the relationship between a Service Catalog and Service Level Management.

*NEW* ITSM Service Catalog

White Paper     (PDF, 43 KB)

This paper discusses the best practices to setup and implement Change Management. It includes planning and coordinating the implementation of all changes (any planned alteration or addition to the operating environment including application systems) into the production environment in a logical and orderly fashion.

*NEW* ITSM Change Management Best Practices

White Paper     (PDF, 69 KB)

The relationship between perspectives (people, process, technology, organization, integration) and the 5 phase ITSM implementation framework (assessment, architect and design, planning, implementation, support)

ITSM Perspectives

White Paper     (PDF, 71 KB)

This paper highlights the assessment and planning for tactical and strategic technology infrastructure in the selected ITSM Service Support and Service Delivery areas addressed within a framework of people, process, technology, organization, and integration with a focus on tactical management and strategic positioning.

ITSM Assessment Paper

White Paper     (PDF, 23 KB)

Defining the IT infrastructure, evaluate the alignment between the IT infrastructure and the appropriate business units, the business requirements, and the services that IT provides, and a higher level definition of these areas

Defining IT Infrastructure Using Templates

White Paper     (PDF, 74 KB)

The SolutionMethod™ approach to ITSM implementation including Requirements Definition processes and IT Service Management processes that encompass ITIL Service Support and Service Delivery best practices

Policy Based IT Service Management

White Paper     (PDF, 76 KB)

A description of resource, subject matter expertise, and supporting process requirements needed for a successful ITSM implementation effort 

ITSM Infrastructure Support

White Paper     (PDF, 39 KB)

A description of Service Level Agreements. What are they, why are they needed, what are they comprised of, and how to create and implement them. 

SLA Description

White Paper     (PDF, 64 KB)

Sample templates of Service Level Agreements, reports, and checklists. These are mainframe, data center oriented but can be modified for any IT environment. 

Sample SLA Templates

White Paper     (PDF, 137 KB)

Data center consolidation questionnaires from a management perspective and a technical perspective. Together these questionnaires provide a necessary and effective high-level qualification for appropriate information that is used in determining and/or performing a data center consolidation.

DC Consolidation Questionnaires

Mgmt Paper     (PDF, 54 KB)

Tech Paper     (PDF, 82 KB)

Service Continuity methods and best practices discussing business impact analysis, disaster recovery planning, and IT infrastructure for Service Continuity focusing on what these are, what is involved in doing them, why they are critical, and a step-by-step approach on how to do them.

Service Continuity Methods

White Paper     (PDF, 79 KB)

This white paper deals with Project Management methods and best practices. Primarily discussing what makes an effective project plan, how it is used, what are the deliverables of effective project management, how plans are best structured for reuse, and what are the critical success factors for effective project management.

Project Management Best Practices

White Paper     (PDF, 63 KB)

This white paper deals with developing an effective Communication plan when performing an ITSM implementation. Primarily this paper discusses what is an communications methodology, how to make an effective communications plan, and how it is used.

Developing an Effective Communication Plan

White Paper     (PDF, 51 KB)

This paper discusses the processes and methods to define, characterize, and orient data within the storage technology hierarchy. It addresses various and necessary data usage and profile characteristics to effectively manage data and storage with an IT service management perspective.

Data Management Process

White Paper     (PDF, 74 KB)

 

ITIL Documents

Self Assessment Excel Spreadsheets

Configuration Management - physical and logical perspective of the IT infrastructure and the IT services being provided
Change Management - standard methods and procedures for effective managing of all changes
Release Management - testing, verification, and release of changes to the IT environment
Incident Management - the day-to-day process that restores normal acceptable service with a minimal impact on business
Problem Management - the diagnosis of the root causes of incidents in an effort to proactively eliminate and manage them
Service Desk (Function) - a function not a process, this provides a central point of contact between users and IT
Availability Management - optimize IT infrastructure capabilities, services, and support to minimize service outages and provide sustained levels of service to meet business requirements
IT Service Continuity - managing an organization's capability to provide the necessary level of service following an interruption of service
Capacity Management - enables an organization to tactically manage resources and strategically plan for future resource requirements
Service Level Management - maintain and improve the level of service to the organization
Financial Management for IT Services - managing the costs associated with providing the organization with the resources needed to meet requirements

 

ITIL Version 3 Related Reference Materials

ITIL Version 3 2011 Update Changes (from ITSM Academy)

White Paper   (PDF, 1.5 MB)

An ITIL Version 3 Update Refresh FAQ (from itSMF and OGC)

- CLICK HERE -

ITIL Version 3 Update Refresh: Scope and Development Plan - June, 2006 (from itSMF and OGC)

- CLICK HERE -

ITIL Version 3 Update Refresh Statement of Direction - August, 2005 (from OGC)

White Paper   (PDF, 15 KB)

ITIL Version 3 Official Website (from OGC)

- CLICK HERE -

ITIL Version 3 Official Best Practices Website (from OGC)

- CLICK HERE -

 

Service Briefs

A necessary first step in achieving ITSM and best practice implementation, this service analyzes the current organization's current IT infrastructure, service, and business requirements within the perspectives of people, process, technology, organization, integration.

ITSM Assessment

Service Brief     (PDF, 58 KB)

In order to survive and attain competitive advantage, business enterprises must adapt to change rapidly and as effectively and efficiently as possible. Infrastructure Architecture Planning was developed to meet these clients' business requirements. This service integrates strategic business planning and technology planning into a single framework to establish an enterprise-wide infrastructure architecture that enables and supports a client's business functions.

* NEW * Infrastructure Architecture Planning

White Paper    (PDF, 55 KB)

The purpose of this service is to review, evaluate, and make recommendations for the operational efficiency in one or more data centers and then migrate all or part of the workloads currently processing in these data or computing centers to a lesser number of data center or computing centers. This includes project managing the effort associated with undertaking such an effort.

* NEW * Data Center Consolidation

White Paper    (PDF, 29 KB)

This service will assess and plan for a tactical and strategic technology infrastructure in ITSM Problem and Incident management within the 5 perspectives areas. It will create a customer focused, process orientated client service center that provides decreased response time, quicker problem resolution, and identifies and eliminates common problems.

ITSM Incident and Problem Management Assessment and Planning

Service Brief     (PDF, 117 KB)

This service will assess and plan Service Continuity methods and best practices. It does a business impact analysis and creates a plan for disaster recovery. It produces tactical recommendations for business impact based on business and application criticality and strategic IT infrastructure for Service Continuity planning.

Service Continuity Assessment and Planning

Service Brief     (PDF, 117 KB)

This service will directly impact a customer’s business goal of having a highly available computing environment. It produces a detailed understanding of the current state of environmental components by bringing the computing environment to a known baseline state (Configuration Management), and by formalizing the manner in which changes are made to the environment (Change Management).

Configuration and Change Management Assessment and Planning

Service Brief     (PDF, 118 KB)

This service will articulate, qualify, quantify, and document IT services to align to business customers/users requirements to allow IT to deliver consistent services that meet customer/end-user requirements. This service will design a Service Portfolio, develop detailed service descriptions for IT services, and develop Service Level Agreements (SLA) for major, mission-critical services that are well-defined, measurable, and in a negotiable state, that are documented in a Service Catalog.

Service Level Management Assessment and Planning

Service Brief     (PDF, 109 KB)

This service provides a detailed level analysis and profile of Capacity Management processes and techniques, based on business unit drivers, that employ several usage profiles to link business plans and workload forecasts directly to estimates of resource and service level objectives. Once developed, these techniques and profiles provide a basis for an ITSM Capacity Management methodology that can be used tactically and strategically within customer specific ITSM best practices.

Capacity Management Assessment and Planning

Service Brief     (PDF, 111 KB)

This service will design and develop a process to provide for high availability and continuous system operations to maintain or enhance continuous customer service and satisfaction both tactically and strategically. This includes a high availability IT infrastructure consisting of systems hardware and software, network, applications software, environmental, and the appropriate operational processes.

Availability Management Assessment and Planning

Service Brief     (PDF, 115 KB)

This service will provide detailed procedures and recommendations to enable a customer to implement a strategy of releasing changes into the IT infrastructure that have been processed and approved by the Change Management process, including the completion of planned maintenance in periodic releases and unplanned maintenance requests for both vendor and customer. This will reduce the total effort required for maintenance, minimize outages, and ensure availability and service.

Release Management Assessment and Planning

Service Brief     (PDF, 114 KB)

This Business Impact Analysis Service is designed to assist companies in reviewing their computer applications to determine criticality and recovery sequence. The objectives are to produce Disaster Recovery documentation and a written Business Impact Analysis and recommendations.

*NEW* ITSM Business Impact Analysis

Service Brief     (PDF, 106 KB)

 

IT Service Management Newsletters

A discussion of IT Service Management as a Service Provisioning Model for best practices. This Newsletter focuses on a shifting Business Paradigm and presents a Policy Based Solution Model to articulate ITSM that is based on ITIL best practices.

March, 2002

 

A discussion of IT Service Management as a strategic effort and the presentation of the multiplicity of tactical entry points. Included is a focus on the optimal entry points, the ways to proceed, and the resource expertise issues in undertaking an ITSM Implementation Project.

April, 2002

 

A review discussion of IT Service Management basic including Service Delivery and Support Processes, a Five-Phase Implementation Model, and a Five Perspective Scope. Included in this Newsletter is focus on the importance of Service Level Management, its scope, and approaches to optimize the development of ITSM best practices in this area.

May, 2002

 

This Newsletter discusses all aspects of ITSM Change Management best practices. It includes a discussion of Objectives, Mission, Guidelines, Functions, and a how-to-implement.

June, 2002

 

This Newsletter discusses a high level overview of ITSM Configuration Management best practices. It includes a discussion of Objectives, Guidelines, Benefits, and a brief how-to-implement.

July, 2002

 

This Newsletter discusses a high level overview of ITSM Service Level Agreements. It includes a discussion of what they are, what comprises them, and there usage and importance.

August, 2002

 

This Newsletter discusses a high level overview of ITSM Incident Management. It includes a discussion of what it is, what it comprises, and the roles and responsibilities typically associated with it.

September, 2002

 

This Newsletter discusses Terms of Reference for an ITSM Manager. It includes a discussion of those roles and responsibilities and methods of interfacing within IT and the organization for this function.

October, 2002

 

This Newsletter concludes the discussion of Terms of Reference for an ITSM Manager. It includes a discussion of Coordination, Project Management, and Delivery focus areas (Interfacing Methodology) of ITSM efforts within IT and the organization for this function.

November, 2002

 

This Newsletter contains reflections on 2002 and a presentation of a new ITSM solution methodology called Enterprise Infrastructure Architecture

December, 2002/January, 2003

 

This Newsletter proposes a methodology for qualifying and delivering IT Service Management Managed Services. The methodology was developed from experiences of assessment, planning, architect and designing, implementation, and support of varied and various ITSM solution services delivered to a number ITSM customers worldwide, and it's applicability to a majority of other enterprise wide IT service management requirements and opportunities.

February, 2003

 

This Newsletter presents the additional necessary infrastructure areas needed for the assessment, planning, implementation, and ongoing support of ITSM service provisioning.

March, 2003

 

This Newsletter presents the processes and methods required to define, characterize, and develop a Service Catalog as part of IT Service Management best practices and describe the relationship between a Service Catalog and Service Level Management.

April, 2003

 

This Newsletter is the first of several parts that presents the processes and methods required to define, characterize, and develop ITSM Service Continuity best practices and deal directly with Disaster Recovery Planning. Specifically, this Newsletter deals with Business Impact Analysis.

May/June, 2003

 

This Newsletter is the second of multiple parts that presents the processes and methods required to define, characterize, and develop ITSM Service Continuity best practices and deal directly with Disaster Recovery Planning. Specifically, this Newsletter deals with Disaster Recovery requirements and the first set of steps for best practice methods in this area.

July/August, 2003

 

This Newsletter is the third of multiple parts that finalizes the presentation of the processes and methods required to define, characterize, and develop ITSM Service Continuity best practices and deal directly with Disaster Recovery Planning. Specifically, this Newsletter contains the remaining Disaster Recovery requirements with the remaining set of 7 steps for best practice methods in this area.

September/October, 2003

 

This Newsletter is the fourth and last installment that finalizes the presentation of the processes and methods required to define, characterize, and develop ITSM Service Continuity best practices and deal directly with Disaster Recovery Planning. Specifically, this Newsletter contains the IT Infrastructure and Service Continuity best practices addressing 7 distinct and critical areas.

November/December, 2003

 

 

 

Return to Top of Page Home |  ITIL | ITSM |  SolutionMethod |  Services | Links | Downloads | Announcements | About Us | Search | Feedback

 

Email: Info@ITSM.info

NOTE: This website and the information contained herein is maintained by Rick Leopoldi of RL Information Consulting LLC. Some information is considered "public domain" and contained here as a central repository, all other portions of IT Service Management information is proprietary to RL Information Consulting LLC.