Forrester Research : Topic

ITIL

The Information Technology Infrastructure Library (ITIL) is a description of a set of standard IT terminology (e.g., a high-level definition of a change request), developed in the 1980s by the United Kingdom Central Computing and Telecommunication Agency to address the issues of IT service support and delivery faced by IT infrastructure organizations. ITIL standards were designed to establish guidelines and a common language for operational processes such as change management and problem resolution, service delivery, and resolution of customer inquiries.

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Past 18 months (1)

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Analyst

5 results in Social

ITIL

For Infrastructure & Operations Professionals
Client Inquiry:Sample IT Change Management Policy
Eveline OehrlichFebruary 29, 2012
I am charged with writing an IT change management policy. We are in an outsourcing environment with IBM and use ITIL standards. Can you locate and send me a sample policy?
For Sourcing & Vendor Management Professionals
Client Inquiry:Using Operating-Level Agreements
William MartorelliSeptember 28, 2011
How do customers establish service-level expectations internally and what are the challenges when external providers are brought into the mix?
For Infrastructure & Operations Professionals
Client Inquiry:Clarifying The ITIL Definition Of "Value Composition"
Glenn O'DonnellJuly 11, 2011
According to ITIL (Service Strategy Section 2.2.2), from the customer's perspective, value consists of two primary elements: utility, or fitness for purpose; and warranty, or fitness for use. Utility...
For Enterprise Architecture Professionals
Client Inquiry:Can You Please Provide Definitions For Application, Service, And Technology?
Gene LeganzaSeptember 16, 2010
I am looking for some basic but important definitions in the context of my road map work. For example: application service technology. A definition of application might be: An application is a...
For CIO Professionals
Client Inquiry:Cost Of A Service
Craig SymonsMarch 12, 2010
We are in the process of defining our services in support of an ITIL implementation. We have completed the definition of our services, and I'd now like to define their costs (not chargeback, but...

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ITIL

Refine your results

Date Range

Role

Analyst

For Infrastructure & Operations Professionals

Client Inquiry:Sample IT Change Management Policy

For Sourcing & Vendor Management Professionals

Client Inquiry:Using Operating-Level Agreements

For Infrastructure & Operations Professionals

Client Inquiry:Clarifying The ITIL Definition Of "Value Composition"

For Enterprise Architecture Professionals

Client Inquiry:Can You Please Provide Definitions For Application, Service, And Technology?

For CIO Professionals

Client Inquiry:Cost Of A Service

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