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IT Service Management Articles

Below is a list of articles writen by Connectsphere's IT service management experts. The articles offer contemporary thinking on a variety of service management issues and include information on ITIL®, ISO/IEC 20000, COBIT, SFIA and much more.

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ITIL and ISO/IEC 20000

What is ITIL?

Since its creation, ITIL has grown to become the most widely accepted approach to service management in the world. But what exactly is ITIL?

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What is the ITIL Service Lifecycle?

To sustain high levels of business performance, organisations need to offer competitive products and services that customers will value, buy and use. Adapting quickly to changes in the economic climate and in the market place is of real importance. All services offered should enable business transformation and growth.

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Adopting ITIL in Practice

Implementing ITIL Problem Management is the key to:

  • Improving Service and Application availability
  • Reducing support costs
  • Reducing the number or impact of incidents
  • Eliminating rework
  • Showing tangible, measureable impact on services

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ITIL Problem Management

Implementing a capable Problem Management process is the key to improving overall service. By concentrating on this discipline you will have the opportunity to improve all elements of your service.

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The Benefits of ITIL Training

ITIL is the world’s leading set of service management best practices. ITIL defines common terms, concepts and processes that organizations use world-wide. Organizations of all shapes and sizes can adapt ITIL as it is flexible and scalable. A key contributor to ITIL’s success is the associated ITIL qualification and training schemes.

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ITIL Training Update

Read about Connectsphere's ITIL training programme in 2011.

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What is ISO/IEC 20000?

ISO/IEC 20000 is the first international service management standard, a multi-part series of related documents. It defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers. To achieve ISO/IEC 20000 certification, an organization needs to demonstrate that it uses management systems and practices in order to be compliant to the standard.

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New Edition of ISO/IEC 20000-1:2011

ISO/IEC 20000-1 (Part 1) is the international standard for IT Service Management used to demonstrate the service management capability of a service provider. Since the first edition was published in 2005, many organizations around the world are now certified.

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Management Viewpoint 

The Top 5 Benefits of Using ITIL

ITIL is the world’s leading framework of service management best practices. Many top performing organizations around the world are implementing ITIL practices. Why is this?

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Benefits of Adopting ITIL for Service Operation

ITIL offers a common and widely accepted approach to managing business and IT services. ITIL best practices cover a service lifecycle in five core publications: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. ITIL provides access to world-class service management expertise, a comprehensive qualifications scheme, together with accredited training and consultancy.

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Successfully Leading Virtual Teams

Very often in today’s business, managers, project leaders, and program leaders are asked to lead a team of people they have never met, may not ever see face to face or meet with regularly. As companies cut back on travel and organizations spread their operational capabilities across physical locations, cities, countries, and continents, it makes the complex task of leading virtual teams even more difficult.

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Don't Throw Good Money at Bad Processes - How ITIL can help

As IT Service Management practitioners we all want to improve and streamline our Service Management Processes, but how? The sexy way is to implement “integrated” solutions from one or more vendors while putting our collective careers on the line by justifying large sums of cash to implement what seems like the ideal solution.

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Capability Maturity & Process Assessment

Many organizations depend on IT for their core and critical business services. Being confident in a service provider’s capability to deliver IT services is therefore important for a range of strategic, tactical and operational activities. Higher levels of capability provide give greater confidence that an organization can deliver the desired business and IT services. Lower levels of capability may indicate potential sources of risk.

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