ITSM guidance: An expert video series

DESCRIPTION: In this expert video series, Special Projects Editor Karen Guglielmo interviews three industry experts on various IT Service Management (ITSM) topics, including IT service cost models, IT Infrastructure Library (ITIL) certifications and ITIL implementation mistakes. The speakers include Troy DuMoulin, director of product strategy at Pink Elephant; Graham Price, IT Management consultant at Pink Elephant; and Sharon Taylor, chief architect for version 3 of ITIL.

  IT service costing models

In an interview with DuMoulin, you'll learn what an IT service costing model is and how organizations can use it to better measure IT costs based on service, rather than technology components. DuMoulin also comments on how companies can use a configuration management database to achieve the benefits of service-based costing.

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  Mistakes users make implementing ITIL

Price addresses some of the most common mistakes users make within the first year of an ITIL implementation. He also touches on cultural changes, resource limitations and communications issues.

  ITIL v3 update

In an exclusive interview with Taylor, you'll hear her address the negative user comments about ITIL V3, the improved potential for ROI and the new V3 certification path.

This was first published in June 2008

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