Understanding Capability Mgt & Maturity Models
Capability is a widely used and misused term when looking at organisations, individuals and processes, so what is a capability? and how can we measure, build, use and adapt capabilities to achieve...
Document management system
Wikipedia: A Document Management System (DMS) is a system (based on computer programs in the case of the management of digital documents) used to track, manage and store documents and reduce paper....
Directory services administration
@ Dummies: A directory service is a customizable information store that functions as a single point from which users can locate resources and services distributed throughout the network.
TechTarget: Desktop management is a comprehensive approach to managing all the computers within an organization. Despite its name, desktop management includes overseeing laptops and other computing...
Database management system (DBMS)
TechTarget: A database management system (DBMS) is system software for creating and managing databases. The DBMS provides users and programmers with a systematic way to create, retrieve, update and...
Tools on ITIL, BPM, etc.
ITWNET uses the social platform Listly for managing a set of indexes on various products. You can register your preference for a product, your expertise, and your experience with each product....
Service Level Management and the Service Manager
Service Level Management and the Service Manager
Author:William Redmond, Job Ten Hagen, Jan Van Bon
Publisher:TSO (The Stationery Office) £45.00
'Service Level Management and the Service Manager...
The free ISO27001 toolkit
Abundant free information
SERVICE RESCUE! Incident Mgt in ITSM Architecture
Service Resue! The first book on incident management & the helpdesk, based on a Service Management Architecture.
Architecture, ISM, Customer relationship management, Customer satisfaction, Customer service & call center management, ISO/IEC 20000, ITIL, Incident management, IT service management, People, roles and tasks, Service desks, (shared) service centers
Functions and Processes in IT Management
Jan van Bon analyses the difference between functions and processes, in the book IT Service Management, Global Best Practices, Volume I (2008). This difference explains to a high degree why so many...
Application Management, Architecture, Asset & Configuration Management, Availability Management, Capacity Management, Change & Release Management, ISM, Continuity Management, Customer satisfaction, Customer service & call center management, ISO/IEC 20000, ITIL, Financial Management (Cost Mgt), Incident management, Infrastructure management, IT service management, Maturity, People, roles and tasks, Performance management, Portfolio management, Procurement & vendor management, Project management, Risk management, problem management, Security Management, Service Level Agreements, Service Level Management, Standards, guidelines, certificates, Testing, Tools, Workflow Management
Computer Engineering Degree Programs
Computer engineering is an evolving field of engineering. The field really began with the emergence of the computer in the 1980’s, with many hobbyists building their own hardware and developing their...
ASL for application management
Article in "The Guide to IT Service Management". Free download.
Designing and transforming IT organizations
Author: Job ten Hagen Publisher: TSO (The Stationery Office)
'Designing and Transforming IT Organizations' is the introduction book to a series of (initially) six books that will provide background...
ASL, Architecture, BiSL, COBIT, Business Information Management, FSM, ISM, ISO 9000, Customer service & call center management, ISO/IEC 20000, ISO/IEC 27000, ITIL, MOF, SAME, Information management, IT service management, Knowledge Management, Maturity, Metrics, Monitoring & control, People, roles and tasks, Planning & scheduling, Procurement & vendor management, Workflow Management
Change, release and project management
The unclear relationship between change, release and project management
Do you have a clear picture of the interfaces and relationships between change, release and project management? Even after...
Request fulfillment - Ten best practices for managing IT service requests
What does it take to create an actionable service catalog and an efficient request fulfillment process? This article by...
Service catalog management
As IT services are becoming commodities, IT must change the way it views its relationship with business units and end users. A critical step in this journey is the creation of a service catalog which...
Service portfolio and service catalog
Do you know what the single biggest error is that people make when they start out to make a service catalog? Have you ever seen one?
Did you know that you should develop a service portfolio before a...
Network Behavior Analysis
A network behavior analysis (NBA) system examines network traffic or statistics on network traffic to identify unusual traffic flows, such as distributed denial of service (DDoS) attacks, certain...
Bringing wisdom to ITSM with the SKMS
“Knowledge is a process of piling up facts; wisdom lies in their simplification” (Martin H. Fischer).
The same can be said for the Service Knowledge Management System (SKMS): gathering data is one...
Integrating configuration management
To implement configuration management in a complex environment, organizations must apply a systematic approach to the design of the CMDB, develop integrated control processes, and assign appropriate...