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Leveraging ITIL to Better Manage Outsourcing Relationships
ITIL is not only an effective tool for managing internal IT processes. It can also serve as a framework for managing the relationship with an outsourcing service provider. This article shows specifically how ITIL Incident Management and Problem Management can be used to optimize an outsourcing relationship, such as help desk outsourcing, to properly define roles and responsibilities and continually reduce the overall level of incidents and improve service levels. (6 pp., 2 figs.) [Executive Summary]
Understanding ITIL Key Process Relationships
IT professionals newly exposed to ITIL often confuse Incident Management and Problem Management. This Research Byte explains the difference between the two, and their relationship with Change Management, another key process for IT Service Support.