Third Sky White Papers
Knowledge Management 101: Better Process Decisions, Faster
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(average 3.50 out of 5)

White Paper written by Biran Florence, Senior ITSM Process Consultant, Third Sky

Identify how knowledge management can work to support better IT decisions and assist with additional processes, and in particular, operational processes such as incident or problem management.

Get the Knowledge Management Basics

knowledge management

Information used to support IT decisions can be difficult to uncover.  Having the ability to access all of the critical information and understanding related to the IT environment in one, centralized way would be an extremely important advantage.

The ITIL® process known as “knowledge management” is intended to provide such an information “store” to allow for better, faster, and more effective decision-making for IT.

This white paper explores:

  • Knowledge Management Background
  • The Service Knowledge Management System
  • Reactive and Proactive Use of Knowledge
  • Process Lifecycle

 
Process Ownership and Service Ownership: Maximizing the Value of Key Roles
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(average 5.00 out of 5)

White Paper written by Lou Hunnebeck, ITIL® Expert and VP ITSM Vision & Strategy, Third Sky

Process Ownership

Clearly defined and effectively deployed roles and responsibilities are keys to the success of any organization, and there are a few roles that represent the heart of a comprehensive approach to IT Service Management.

In an organization using the principles of IT service management, process owner and service owner are two of the most important roles.  Yet many organizations find themselves unclear on the nature of these roles and how best to deploy them.

This white paper explores:

  • The Role of Roles
  • The Importance of Ownership
  • The Difference Between Service & Process
  • Service Ownership Basics
  • Process Ownership Basics
  • Service Owner & Process Owner Collaboration
  • Service Owner Contribution to Processes
  • Keys to Success
 
Your IT Department is Dying: What Can You Do?!
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(average 5.00 out of 5)

White Paper written by Jason Stevenson, ITIL® Master and Director of Consulting, Third Sky

lost business

You have heard it said “rock-n-roll is dead.” The same could soon be said about your department. External pressures are driving an extinction of the IT department. This paper explores how IT departments can remain relevant, adapt, and continue to thrive.  Truly, we must now lead… follow… or just get out of the way of the business we serve.  Whether we work in commercial, government, military, domestic, or international markets; our very jobs depend on it.

This white paper explores:

  • The Extinction
    • Death of the Organization
    • Death of Desk-side Computing
    • Death of Support Functions
    • Death of Application, Data, Storage Infrastructure, Computing Infrastructure, Network Infrastructure, Datacenter
  • The Choice
  • The Adaption
    • People, Process & Tools
 
Avoiding Lost Business - Best Practices for Problem Management
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(average 5.00 out of 5)

White Paper written by Brian Florence, Senior ITSM Process Consultant, Third Sky

Lost Business

A solid problem management process is an important component in providing successful IT support for a business or customer.  It can either follow after the resolution of (an) incident(s) to prevent recurrence, or can be used to investigate in advance of an issue and provide an action to take in order to prevent the occurrence of (an) incident(s).  In this paper, we will discuss some best practices for handling a problem management process (in cooperation with the incident management process), in order to reduce or prevent incidents and keep the business operating smoothly.

This white paper explores:

  • Problem Management Background
  • The Problem Management Process
  • Root Cause Analysis
 
Major Incidents - When the Business Is Losing Business
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(average 4.67 out of 5)

White Paper written by Brian Florence, Senior ITSM Process Consultant, Third Sky

Major Incidents White Paper

A strong incident management process is a critical component to providing successful IT support for a business or customer. This is especially true when the incident being managed is having a major impact on the business. In this paper, we will discuss the best practices for operating a major incident management process (as part of an overall incident management process), in order to reduce the impact of these painful issues and to keep the business operating.

This white paper explores:

  • How major incidents are different
  • Major incident leadership and collaboration, communication, and escalation
  • What happens after the resolution
 
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