A more efficient future for the BBC
As the head of service management at BBC Worldwide, Andrew Hutchinson is responsible for the provision of effective and efficient IT service desk operations.
As the head of service management at BBC Worldwide, Andrew Hutchinson is responsible for the provision of effective and efficient IT service desk operations.
The ITIL v3 revised guidance was published on May 30th 2007, with updated content including new concepts, revised processes, terms and definitions pertaining to the management of IT services based upon a lifecycle approach.
Today’s ITSM process owners and service delivery managers are under unprecedented pressure from the business to gain insight and control over the IT function.
Are there any self-contained lessons I can implement from ITIL v3 without having to undertake a costly reorganisation? Is there any way I can better analyse the value of my service desk?
IT security, be it end-point security (EPS) and/or data loss prevention (DLP), is an initiative possibly resonating in your organisation today.
Over the last three years outsource Service Management supplier The Internet Group has been scaling up its services to add the mid-market to its existing portfolio of SME clients. In the process it has had to tackle SDI and ITIL and fundamentally shift up a gear in the way it does business. Matt Bailey spoke [...]
A familiar name in the world of ITIL, Pink Elephant has been at the forefront of IT management best practise for over 30 years. Caroline Wyatt, Head of Corporate Development explains the company’s approach and offers an example of how its ‘classroom in the cloud’ approach to training is helping one of its clients.
At a recent seminar, the delegates chose the Service Catalogue as their focus. With this in mind, Cherwell Software’s Tony Probert, sets out to explore the business benefits for an organisation of developing and implementing a Service Catalogue.
Christine Headford, product director at RMS Services explains why continual service improvement (CSI) must evolve to include business intelligence (BI) and how HEROes – highly empowered and resourceful operatives can help. ITIL has been around a long time; it is 20 years since the first ITIL manuals started appearing on desks and IT professionals started [...]