Overview: As IT organizations worldwide make the conceptual transition from managers of technology assets to providers of quality-managed services, many are turning to the Information Technology Infrastructure Library (ITIL) as a source of standardized best practices for service-oriented IT management. The goal of ITIL is to improve the quality and efficiency, and reduce the cost of IT services through standardization. But many who attempt to implement the framework discover that manually creating ITIL-compliant processes and managing them over time can be a complex, time-consuming, and ultimately expensive undertaking. This paper describes how ITIL implementation can be rendered simpler, faster, more effective and more affordable by combining new service-oriented Business Process Management (BPM) tools with the established functionality of task-oriented IT management software.
wp_lpm-ITIL_en-US.pdf
(2009-04-21 17:12:35, Size: 368 KB, Downloads: 5)