| How to Create an IT Portal |
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518
(average 5.00 out of 5)
White Paper written by Reg Lo, ITIL Expert and Vice President of Professional Services, Third Sky
IT’s customers are confused and frustrated. Depending on what they want to ask IT for, they may need to contact this person or that person, or call the Service Desk, or email a specific IT team, or fill out this online form, or was it that online form which is located somewhere different on the Intranet? Even if they do figure out the appropriate channel, they cannot go to one place to see the status of all their IT requests. Things are lost in the black hole of IT with no overall visibility or transparency.
Providing customers with an IT Portal, one place online to go to engage IT, can reduce the confusion and frustration. This guide discusses some key steps to creating an IT Portal: from understanding what the customer wants, to understanding why customers engage IT, and why a “pretty front-end” will not solve all your problems. This whitepaper ends with a brief description of how Third Sky can help with your IT Portal initiative. |
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| Defining IT Services for the Business |
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491
(average 4.00 out of 5)
Defining IT Services for the BusinessWhite Paper written by Reg Lo, ITIL Expert and Vice President of Professional Services, Third Sky
In order to “run IT like a business” an IT department needs to have a clear picture of the services they provide and how these services create value for their customers. Many organizations find it difficult to define services from the customer’s perspective because they are use to thinking in terms of systems and technologies. This white paper describes how to define end-to-end IT services by analyzing business capabilities and business processes. We will cover: - Types of Services
- Mapping Business Services to IT Services
- Business Capabilities vs. Business Processes
- Service Portfolios, Service Catalogs & Request Catalogs
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| Business-Driven IT Transformation: The Business Value of Process Assessment |
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476
(average 5.00 out of 5)
White Paper written by John Worthington, ITIL Expert and Director of Consulting, Third Sky With the accelerating pace of change in both business and technology, transformation is the new reality for IT. ITIL’s Continual Service Improvement approach recognizes this reality and can be used to great effect as part of any IT transformation initiative.
If IT transformation is the new norm then the capability to self assess process capability and maturity has become a business imperative. In fact, studies of process improvement based on the ISO standard (ISO/IEC 15504) for assessing process capability and maturity provide ample evidence that higher process capability is associated with improved business performance (Loon, 2004). |
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472
(average 4.33 out of 5)
White Paper written by Kai Holthaus, ITIL® Expert and Director of Consulting, Third Sky
The new year is upon us. Here at Third Sky, we’ve listened to our customers and looked through questions being asked in discussion groups (including, of course, our own website), and have come up with the top IT Service Management (ITSM) Trends for 2013. We believe that these reflect the current ‘state of affairs’ of the industry overall, so we expect these to be hot topics in 2013.
Specific situations, of course, may vary. We invite you to read on to see which one of these applies to you. Contact us directly here at Third Sky to see how our solutions can assist you with your goals. This white paper will cover hot topics for 2013 such as: - Maturing the Software Development Lifecycle (SDLC)
- Creating an IT Portal
- Improving Employee Productivity
- Reducing Time to Market
- Streamlining Software Asset Management
Fill out the form below to instantly download a copy of this white paper. |
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| Justifying a Service Catalog Initiative |
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464
(average 4.67 out of 5)
White Paper written by Greg Link, Director of Consulting, Third Sky
The Service Catalog has been around now for a while and is an integral part of successful IT Service Management. If you’re getting around to starting the journey toward one, this will help you answer the question how to justify a properly developed and integrated service catalog. Read this white paper to learn: - Why justification for this initiative is important and who they key stake-holders are
- How to explore potential benefits, both tangible and not so tangible
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