You are here: silicon.com > Resources > White Papers > IT Management > IT Infrastructure > Service Level Management

Service Level Management White Papers

Service Level Management: A CA IT Service Management Process Map

Overview CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. One uses the analogy of subway or underground system transport maps to illustrate how best to navigate a journey of continuous IT service improvement. Each map details each ITIL process (track), the ITIL process activities (stations) that must be navigated to achieve ITIL process goals, and the integration points (junctions) that must be considered for process optimization. The journey of Service Level Management involves negotiating, defining, managing and improving the quality of IT services at an acceptable cost to the business.

Further White Paper Details
Publisher	CA (Computer Associates)	File Format	PDF
Date Published	June 2006	Downloads	18
Format	White Papers
Topics	Service Level Management, SLA, ITIL

Did you find this white paper useful? 5 out of 9 users found this white paper useful

Peter Cochrane's Uncommon Sense: Fractal stupidity

The journey time by train is also indeterminate and more expensive than using a car. So I don’t feel too guilty, even though I also have a driver so I can still sit and work the entire journey. But this evening's track repairs increase the normal...

£1.6bn saved by 'smart' government spending

A Parliamentary Accounts Committee report last month claimed departments are on track to save £100m a year by negotiating better licensing deals and using open-source software. A new SAP accounting system was rolled out by the old Department for...

Channel:
Law & Policy

Analysis: Bringing IT in line with the business

But, as a general rule, each organisation should focus on their own pain points and choose projects where service management can deliver tangible benefits. The Burton Group's Disabato says: "ITIL/ITSM is a huge undertaking that will require a shift...

Channel:
IT Governance

Oyster and Octopus - a tale of two cities' contactless cards

TfL has also had some problems negotiating ticketing with overland rail companies because of disagreements over who should pay for the card readers. But contactless payments have advanced so much in Hong Kong that last year shops began to offer...

Channel:
Inside China
Tags:
oyster

The McCue Interview: British Energy CIO, Ian Campbell

British Energy's IT department has also standardised processes through the use of the Control Objectives for Information and related Technology (Cobit) best practice guidelines, Itil and Prince2 project management.

IT's not broken but still needs fixing

Do process standards such as Itil enable competitive advantage because they help do the obvious things well and allows focus on more value-added IT capabilities? Improving IT management is not about doing things right, it's about doing the right...

Live Webcast: Telecoms 2.0 - Where is telecoms heading?

In this webcast, our panel of experts will review where we are with next generation telecoms in the UK, working through the concept of 'Telecoms 2.0': - Realising the potential of Next Generation Networks - why it isn't just about the technology? - What attributes should firms be looking for in their telco partner? - Is the relationship between telco provider and customer changing? - What things need to happen to make next generation services a reality? - You say you want the supplier to change. Do you want to change too? - What is Telecoms 2.0?

Publisher:
ZDNet UK

Telecom 2.0: Mind over matter

ntl:Telewest Business believes that the role of the telco is evolving. Gone are the days when it was enough to simply focus on circuits and minutes, customers now need a far higher degree of interaction and look for suppliers who will talk business solutions with them.

Publisher:
ntl:Telewest Business

IBM Information Server Change Data Capture

In today's fast-paced world, access to real-time data has never been more important. To be successful, organizations need to be able to report and analyze corporate data quickly and easily, regardless of what applications created the data, what platform they're running on, or what database they're stored in.

Publisher:
IBM

An examination of server consolidation: the trends that can drive efficiencies and help businesses gain a competitive edge

This white paper provides a starting point for organizations contemplating server consolidation. It includes an overview of server consolidation concepts and techniques and provides guidance on methodologies. It also looks at the potential cost savings associated with server consolidation and offers information on how organizations can sustain the advantage they have gained by consolidating their servers.

Publisher:
IBM

Also on silicon.com

Site Navigation:

Service Level Management White Papers

Service Level Management: A CA IT Service Management Process Map

Quick Sitemap Links:

About Us

Search

Blogs

Verticals

Advertising Features

CNET Networks in Europe

CNET Networks in the United States

CNET Networks in Asia Pacific