itSM Solutions Whitepapers & Case Studies

itSM Solutions is dedicated to the concept of providing proven and practical IT Service Management solutions. Our whitepapers reflect that practical aspect because of our years on operational experience. Having lived and worked “in the trenches” we’re concerned with making things work in “real life.”

We will post some of our thoughts here to share with you, and perhaps we can convince some of our friends, colleagues and clients to share some of their experiences too. After all, its all about making “… itSM Solutions Happen.”

Whitepapers

Why IT Service Management?

IT Service Management (ITSM) is really an elegantly simple concept. It has but a single objective – to deliver information technology as a set of services to the business customer.

It does this by providing a descriptive framework of processes that enable IT organizations to develop the right people skills in a culture of service excellence, to manage IT processes in an efficient and effective manner and to deliver quality IT Services by deploying the right IT infrastructure, using the right technology, supported by the right tools.

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Case Studies

Good, Fast & Cheap – The Successful Merging of Business & Technology

There seems to be an immutable law of life and, in particular, business that goes something like this, “You can have anything you want, good, fast or cheap. Just pick any two.” Anyone that has been around the IT business for any length of time can point to a number of projects that were either fast and cheap, but not good, or to good and fast projects that weren’t cheap … and what about all those good and cheap projects that went on forever? This case study is about an IT organization that “broke the rule” and managed to have it all … good, fast and cheap.

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