• Quantifying the benefits of ITIL
    One of the reasons that the benefits of ITIL can be quite difficult to quantify is the traditional strength of IT in articulating the costs, rather than the benefits of projects. Business cases usually emphasise cost, but a  benefit analysis only plays a minor role. As a result, the...
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  • Getting clarity from ITIL's chief architect
    SearchCIO has peppered two veteran ITIL experts with questions they often get from CIOs about the ITIL framework. Sharon Taylor is chief architect for ITIL. Pierre Bernard is the chief examiner for ITIL service catalog certification for APMG-International and head of education for Pink Elephant....
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  • ISO 20000 shows the way
    One of the most significant challenges in moving to a service management mindset is understanding the level of process maturity that is needed. However, there always seems to be confusion on where to begin, what the service provider really needs to do; how much do they need to do,...
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  • Infrastructure management vendors are entering the crowded ITSM space
    Stehen Mann's latest column describes the beginning of an interesting trend in IT management software. Traditionally, there have been ITSM and infrastructure management vendors, plus mega-vendors with operations in both camps. ITSM vendors have already moved into the infrastructure management...
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Visualize your ISO 20000 projects. Any organization striving to implement an effective quality management system, or to be certified to the ISO20000 best practice standard, can only achieve success with the active involvement of its staff.

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