Ex-Irish state owned telco, Eircom, has implemented a £320,000 service management application for all of its service operations. Called SORTS (Service Order Reporting and Tracking System), the programme tracks all of Eircom's service orders, for...
Business service management (BSM) is the current buzzword for an area that has the potential to relive past mistakes. As long as BSM retains a relatively humble view of the world, it deserves to do well.
Also used in IT project management is the IT infrastructure library (ITIL), the British Standards Institution's Standard for IT Service Management (BS 15000). Prince 2 is widely available and like ITIL, is supervised by its creator, the OGC.
The Burton Group's Disabato says: "ITIL/ITSM is a huge undertaking that will require a shift in corporate culture. ITIL is not based on scientific theory, it is documented best practice. ITIL is widely used because it is commonsense but it is not a...
So what is Itil? Itil is one such term, says Quocirca's Clive Longbottom. In the last two years, the systems management and helpdesk vendors have bandied around a term as if it will be the saving grace of organisations for the future - Itil.
Two-thirds (66 per cent) of companies around the globe are using IT infrastructure library (Itil) - the IT service delivery framework - to help manage their IT infrastructure. And in terms of performance, Itil scored an average of three out of five...