The Information Technology Infrastructure Library (ITIL®) is the go-to reference for best practices in IT service management. By embracing best practices to manage services and automate processes, organizations can increase efficiencies and better handle change to ensure the cost-effective and strategic deployment of IT resources. Learn best practices for Service Level Management, Change & Configuration Management, Incident & Problem Management and Asset & Client Management that can help your organization achieve IT service management excellence.
ITIL Knowledge Accelerator Featured Content
Strategies for CMDB Success
Watch Forrester Research Director Thomas Mendel discuss strategies and tips for successful CMDB deployments. Explore the "Just Enough CMDB" concept and see quantitative ROI metrics to demonstrate business value and ensure future CMDB success. Watch the video. >
ITIL Knowledge Accelerator Service Management & ITIL
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Essential ITIL: What You Need To Succeed
One of the hottest topics in IT service management today is the new ITIL® v3 guidance and what to make of it. In this new whitepaper, Malcolm Fry, executive consultant to CA, demystifies ITIL. Learn the eight essential elements of ITIL. Download the whitepaper. >
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eBook: Introduction to the Service Lifecycle
Download this eBook from the IT Service Management forum (itSMF) to discover the key principles behind ITIL's organizational model, and with each lifecycle stage introduced, gain valuable insight into the way service management operates. Read the eBook. >
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IT Process Institute: Controls and Performance Benchmark Study
This study of 341 enterprise IT organizations provides quantitative support for the positive impact that best practices for ITIL change, configuration and release processes have had on those organizations' overall performance. The study pinpoints five specific best practices that are crucial for achieving excellence in IT service management. Read the research. >
ITIL Knowledge Accelerator Change & Configuration Management
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Deploying CMDB Technology
Learn about the real-world practicalities of configuration management database (CMDB) deployment and identify where early adopters have focused to achieve success. Read the whitepaper. >
ITIL Knowledge Accelerator Incident & Problem Management
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Forrester Wave: Service Desk Management Tools (Q2 2008)
Learn about advances in service desk management tools, and how CA is once again a leader in this critical IT service management market space. Read the report. >
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Sarbanes-Oxley and Service Desk
Many companies are learning that a well-implemented, automated service desk -- especially when combined with a CMDB -- can also help simplify their compliance activities by automating existing and necessary manual processes and controls. Read the whitepaper. >
ITIL Knowledge Accelerator Asset & Client Management
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The Asset Management Imperative
This whitepaper from Enterprise Management Associates addresses asset management and asset intelligence in the larger context of overall IT objectives by providing insight into the industry and future trends. A case study of Erie Insurance illustrates how the company realized its goal of seeing the big picture of all its assets. Read the case study. >
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IT Asset Management -- A Cornerstone for Accelerating ITIL® Success Technology Brief
Gain a deeper understanding of the role of IT asset management in providing a solid foundation upon which to build meaningful service management processes. Learn the engagement methodology and technology needed to implement a comprehensive ITAM solution that creates business value across the service life cycle. Read the whitepaper. >
ITIL Knowledge Accelerator Service Level Management
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eBook: ITIL v3 Overview of Service Design
Download this eBook from the IT Service Management Forum (itSMF) to find out why good preparation and an effective array of people, processes, products and partners are the keys to success when designing and developing new services and their related processes. Read the eBook. >
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The Key to IT Business Alignment is in Operations
Forrester Analyst JP Garbani discusses how a top-down analysis of process dependencies associated with metrics that are measuring the outcome of each IT process would certainly provide a better set of IT management metrics than what exists today. Read the whitepaper. >
ITIL Knowledge Accelerator Resources
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IT Service Management Playbook
Get a jumpstart on IT service management best practices. We've handpicked five articles from the editors at TechWeb on service level management, ITIL, change and configuration management and IT asset management to give you insight into the latest thought leadership and best practices.
ITIL Knowledge Accelerator Quickpoll
| If considering implementing ITIL V3, what is your timeframe? (√ one) |
| Using it now |
 20%
|
| 1-12 months |
 40%
|
| 12-18 months |
 30%
|
| 18-36 months |
 5%
|
| Not currently considering |
 5%
|
ITIL Knowledge Accelerator Articles
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CA, IBM Demo Interoperable Configuration Management Databases
In integrating the systems, CA and IBM used open-source software from the Eclipse COSMOS project.
InformationWeek -
Hunting the Elusive CIO Dashboard
There's not yet a foolproof method for correlating disparate IT data into useful information. But that doesn't mean you shouldn't prepare.
InformationWeek -
Most Execs Want To Align IT Investments With Business Goals
A poll of CIOs and top IT executives at companies with more than $250 million in annual revenue found half consider shortfalls in staff skills create the biggest barrier.
InformationWeek -
IT Best Practices Good for Small Businesses Too
Industry analysis groups are starting to recommend the IT Infrastructure Library for mid-market organizations with small staffs and even smaller budgets.
InformationWeek
About the Sponsor
CA (NYSE: CA), one of the world's largest information technology (IT) management software companies, unifies and simplifies the management of enterprise-wide IT.
CA accelerates the mainstream adoption of ITIL by offering the most comprehensive portfolio of solutions to integrate and automate ITIL processes and functions. CA provides world-class solutions that combine software, services and training programs designed to help companies meet and surpass their service commitments, manage IT as a business, and judiciously manage the finite IT resources while meeting business demands.
Founded in 1976, CA is headquartered in Islandia, N.Y., and serves customers in more than 140 countries.