ITIL White Papers

The Value of ITIL Certification (Michael Scarborough)

A survey of individuals who had earned intermediate and advanced ITIL certification specifically indicated the value of ITIL certifications to both organizations and individuals in the context of various tangible and intangible factors.

Why ITIL Is Important (Michael Scarborough)

Many leaders of organizations ask the simple question, "Why is ITIL important?" This truly is a simple question; however, simple answers to this question are not readily available. This white paper describes ITIL at a high level, and answers the question, "why is ITIL important" in a simple and straightforward manner.

Mind the Gap: What is an ITIL Gap Analysis? (Michael Scarborough)

A perennial question that organisations adopting ITIL best practices have is, "Where do I begin?" ITIL attempts to answer this question; however, organisations often find it difficult to generate initial momentum during a program of service management best practices adoption. ITIL describes a gap analysis as a means of identifying areas where an organisation falls short of its long-term vision and this paper describes gap analysis in depth.

Mastering Problem Management (Hank Marquis)

There are several approaches to take that prevent Problem Management failure, including a thorough understanding of how Incident and Problem Management affect each other. If IT organization leaders can incorporate Incident Management into their Problem Management, as well as follow other tips laid out in this white paper, they can likely reduce the quantity and duration of service disruptions.

Five Challenges To ITIL Best Practices Adoption (Michael S. Scarborough)

ITIL is gaining momentum in the United States as the standard for best practices in IT Service Management. However, organizations looking to implement the IT Infrastructure Library often encounter a few road blocks as they transition from their old methodologies and standards. This white paper reviews five challenges often encountered by organizations adopting ITIL.

Tough Love: When IT Security Hurts Your Business (Hank Marquis)

This ITIL and IT security white paper explores the challenges IT departments and their businesses are facing today, and provides examples of what these problems look like in real life.

ITIL Version 3 - What The Changes Could Mean To You (Hank Marquis)

ITIL Service Manager Hank Marquis introduces the changes, updates, and additions of ITIL version 3, and evaluates what these changes could mean to you.