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Articles & Case Studies

Articles & Case Studies

Welcome to our download Area! Here you can find various interesting case studies, ebook, glossaries, templates and much more about Best Practices. You can download all documents free of charge.

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  • QRP International
    ITIL - IT Management -
    Italian

    All’interno del framework ITIL, i livelli intermedi del Lifecycle sono 5: questo articolo specialistico è dedicato al livello intermedio di ITIL Service Operation, che rappresenta la fase operativa di esercizio ed erogazione del servizio.

  • Axelos
    ITIL - IT Management -
    English

    Disney began adopting ITIL best practice in the mid-2000s. ITIL was developed by the Office of Government Commerce (OGC) in the UK and is the most widely accepted approach to IT service management in the world. It provides a cohesive set of best practice, drawn from the public and private sectors internationally. The scale of the organization is extraordinary. Over 118 million people visit the parks every year. Clearly, excellence in service management is critical for the organization. ‘Guests have high expectations of what a Disney Parks experience should be and we are a guest-centric business. We are focused on telling the story through immersive experiences and in-the-moment interactions between guests and cast members. Technology is used to advance that story. Behind the scenes we are looking for increased efficiencies and cost reductions while all the time improving creatively and technically.’

  • APMG International
    ITIL - IT Management -
    English

    ITIL is a Best Practice standard, which people have heard of and they think it sounds good. But often they haven’t taken time to analyze their own organization’s issues. They don’t
    really understand why they need ITIL or how it is going to help them; instead, they implement ITIL processes because it looks good on paper. But you can waste a lot of money on implementing ITIL if you don’t understand your own organization’s pain points.

  • Tom Segers
    ITIL - IT Management -
    English

    Over the past decades, ITIL has become a de facto standard in the IT industry. Today, the well-known framework for IT support and IT Service Management from the English government is indeed a strong brand that is associated with focus on quality and control. Almost every self-respecting IT Manager or IT Services Consultant would say that they are fully aware of its concepts and terminology and that they have the ITIL “best practices” in their toolbox. Almost every IT services offer takes care to sufficiently refer to ITIL based practices and common terminology, even though most would also add their dedication to combining it with a more targeted, often more “pragmatic, down-to-earth” approach while applying them. So what then would have made us love ITIL even more for the world of today and tomorrow? This text aims to explore one top-10.

  • Axelos/APMG
    ITIL - IT Management -
    French

    ITIL est l’approche la plus reconnue en gestion des services informatiques à travers le monde. Mais qu’est ce que la méthode ont les entreprises utilisant cette approche?ITIL? Comment s’organise-t-elle? Quels s

  • APMG International
    PRINCE2 - ITIL - Project Management - IT Management -
    English

    The case study of a consultant involved in the project to set up the new service desk following ITIL procedures: during the project it was clear that the relationship between PRINCE2 and ITIL was not all one-sided. Quite the reverse. For each occasion where PRINCE2 supported the ITIL implementation, ITIL reciprocated.
    In particular, ITIL helped the PRINCE2 implementation during the “Starting Up” phase and around topics like “Communication” and “Quality versus cost balancing”.

  • QRP International
    ITIL - IT Management -
    Italian

    All’interno del framework ITIL, i livelli intermedi del Lifecycle sono 5: questo articolo specialistico è dedicato al livello intermedio di ITIL Service Transition, che rappresenta la fase più “pratica”, dove il lavoro viene eseguito e i prodotti realizzati, testati e consegnati.

  • Noel Scott, PMP
    PRINCE2 - ITIL - Project Management - IT Management -
    English

    La creación de centro de servicios técnicos deslocalizados es un gran negocio. Hay varios factores detrás de estos esfuerzos. Algunos son ahorros de costes puros. Otros deben lograr mejoras de calidad aprovechando el idioma o las habilidades técnicas del equipo disponible en la nueva ubicación. Algunos proyectos pueden ser extremadamente emocionantes, siendo todos de alguna manera grandes desafíos que necesitan ser gestionados adecuadamente. En el siguiente caso práctico (en inglés), Noel Scott, relata toda su experiencia en la aplicación conjunta de ITIL y PRINCE2 en su proyecto.

  • QRP International
    PRINCE2 - ITIL - Project Management - IT Management -
    Spanish

    Este artículo es un resumen del interesante estudio de caso (originalmente en inglés) de Noel Scott: “Using ITIL® and Prince2™ Together” (Axelos, 2010). En él, comprobamos en base a un eminemente caso práctico real, el proyecto que le fue encargado al mismo Noel Scott para la gestión, ampliación y deslocalización de un nuevo centro  de asistencia técnica dentro de una compañía.

  • QRP International
    ITIL - IT Management -
    Italian

    All’interno del framework ITIL, i livelli intermedi del Lifecycle sono 5: questo articolo specialistico è dedicato al livello intermedio di ITIL Service Design, che si concentra sulla progettazione dei servizi e delle relative fasi di gestione.

  • QRP International
    ITIL - IT Management -
    Italian

    Abbiamo deciso di ripercorrere insieme alla nostra esperta il percorso da ITIL Foundation fino a diventare ITIL Expert, fornendoti un quadro generale, spiegazioni e consigli che ti aiuteranno a scegliere il tuo “ITIL Path”.

  • APMG International
    AgilePM - MSP - ITIL - MoP - P3O - PRINCE2 2017 - Project Management -
    English

    This White Paper discusses the implementation of Agile frameworks within organizations where the complexity of the delivery and management environment means that inspecting and adapting guidance from the UK government’s Best Management Practice frameworks is recommended. Agile encourages the creative implementation of Best Management Practice in the way it was designed to be used. It enables focused delivery of the right outcomes, on time and cost, even when the environment is complicated, complex or anarchic.

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