This white paper discusses how the Problem Management process can be enhanced to provide a more proactive role in problem resolution. At the same time, this paper looks at how problem management can perform a critical role in supporting an IT organisation’s Risk Management function. Introduction I have a suspicion
This white paper looks at the relationship between Business Value and the IT Change Management process. The paper looks at a number of improvements that can be introduced into the Change Management process to increase efficiency with the aim of reducing both risk and cost to service delivery, and hence
Abstract This white paper discusses how Knowledge Management (KM) can be used to manage risk and control costs in an IT Service Management environment. This white paper discusses how Knowledge Management (KM) can be used to manage risk and control costs in an IT Service Management environment. The paper identifies
This white paper discusses how a CMDB can be used as the basis of a Configuration Management System to manage risk and control costs in an IT Service Management environment. The paper identifies four ‘hot spots’ based on the author’s experience and outlines common problems and suggests solutions using a