White Papers

IT Service Management With the Human Touch: Embracing the Ethos of Customer Focused Service

Overview Delivering exceptional service requires the focused attention of staff that are motivated by the desire to deliver value to the business and who have a highly developed service ethos. However many solutions lose this focus concentrating on IT process improvement rather than on the personal interaction that is the basis of good service. Initiatives such as the recently released ITIL V3 offer a framework of best practice guidelines that, although of significant value, should not be applied robotically; without ensuring that the processes being implemented and the services supported are those that are most critical and beneficial to the business. Components such the Configuration Management Database (CMDB) and Change/Release Management underpin the successful implementation of ITIL but are highly process driven rather than customer focused.

Download White Paper

By downloading you agree to our Terms and Conditions. These include information regarding use of your personal data.

Publisher
Hornbill Systems
File Format
PDF
Date Published
May 16, 2009
Format
White Papers
Topics
ITIL, Database Management

Similiar White Papers

ITIL V3: Making Business Services Serve the Business

ITIL V3: Making Business Services Serve the Business

ITIL V3, the latest version of the IT Infrastructure Library (ITIL), represents a significant advancement for the practi

Publisher: ASG Software Solutions  |  Tags: cms, it management, itil, management

Migrating Your Remedy IT Service Management (ITSM) Applications to Version 6.0 With BMC Atrium CMDB

Migrating Your Remedy IT Service Management (ITSM) Applications to Version 6.0 With BMC Atrium CMDB

This webcast explores the new functionality and benefits of Remedy ITSM 6.0, BMC Atrium CMDB and Remedy AR System 6.3. I

Publisher: BMC Software  |  Tags: business service management, management, service management

ITIL Foundations: Mapping ITIL to the Real World

ITIL Foundations: Mapping ITIL to the Real World

Produced in conjunction with Enterprise Management Associates, this paper discusses Mercury's comprehensive, business-ce

Publisher: Mercury Interactive  |  Tags: data, itil, management, service management

Best Practices for Modeling Business Entities in the BMC Atrium CMDB

Best Practices for Modeling Business Entities in the BMC Atrium CMDB

Business Service Management (BSM) includes the practice of managing information systems in the context of the business s

Publisher: BMC Software  |  Tags: business process, itil, network, software

Application Performance Management Survey Report

Application Performance Management Survey Report

How do your application performance practices compare to your peers? Download this survey report to see how other organ

Publisher: Compuware  |  Tags: applications, bluetooth, crm

Hornbill Systems White Papers

Halliwells IT Team Meets Customer SLA Targets With Hornbill~s Supportworks ITSM

Halliwells IT Team Meets Customer SLA Targets With Hornbill~s Supportworks ITSM

Halliwells is the fastest growing commercial law firm in the UK, with offices in Manchester, Liverpool, London and Sheff

Publisher: Hornbill Systems  |  Tags: crm, infrastructure, software, uk

The Credit Crunch Time for IT Service Management to Prove Its Worth

The Credit Crunch Time for IT Service Management to Prove Its Worth

The tough economic conditions caused by the Credit Crunch have hit many businesses hard. The recent and unprecedented in

Publisher: Hornbill Systems  |  Tags: budgets, credit crunch, it spending, itil, recession, time