White Papers

This White Paper is for anyone interested in discovering more about the ITIL® processes for IT Service Support. It is very much a beginner’s guide, and assumes no prior knowledge of ITIL® or other IT Service Management methodologies
 
This White Paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL® principles.
 
This White Paper is for those involved in IT Service Management who have had some exposure to ITIL®, and who wish to find out more about what is involved in Availability Management.
 
This White Paper is for anyone intending to implement a Problem Management Process, based on ITIL® principles, or seeking an introduction to Problem Management.
 
This White Paper is for IT Service Desk and Helpdesk Managers who are trying to turn raw data gathered from IT Service Management into information on which informed management decisions can be based. The Serio Metrics Companion Spreadsheet (.zip) provides specific examples that you can use.