Channel Strategies for the CIO
IT Service Management (ITSM) is a process-driven approach to aligning IT with business needs, which will ultimately save your customers money. IT Infrastructure
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Library (ITIL) is a set of best practices to achieve what ITSM promises to
deliver. Over the years the total number of ITIL books has been reduced, but there's still plenty
for you to learn. We recently recorded three podcasts with two ITSM and ITIL experts, Adelle
McIlroy of GTSI Corp. and George Spalding of Pink Elephant. In this ITIL Training Primer we provide
the podcasts and some key tips to help you starting learning ITIL.
| ITIL and ITSM overview |
Understanding
ITIL and service support
ITIL forces you to approach information technology from an process perspective, rather than a
product perspective. Find out why and how to align your IT services with the ITIL framework.
ITIL
certification to provide service support
Learn about the three levels of ITIL certification, and find out which ITIL certification is ideal
if you're providing or planning to provide ITIL service support.
| ITIL and ITSM podcasts |
Podcast
1: ITIL and ITSM basics
What is ITSM and ITIL? Where did it begin? What can and can't ITSM do? These questions and more are
covered by Adelle McIlroy in this podcast.
Podcast
2: ITIL service support
Get a better understanding of ITSM and ITIL support services from Adelle McIlroy, who discusses
incident management, problem management, configuration management, change management and release
management.
Podcast
3: ITIL and ITSM FAQ
Drilling down further into ITIL and ITSM, George Spalding answers questions on how to justify ITIL
spending, how to identify ITIL priorities in a customer's shop and how to avoid setting false
expectations for ROI.
This was first published in April 2007