This booklet provides insights into understanding and making strategic choices that allow IT organizations to outperform competing alternatives. It highlights key elements of the IT Infrastructure Library® (ITIL®) Service Strategy book, and includes commentary on important concepts from BMC ITIL experts. This publication has been revised to bring the content up-to-date with ITIL 2011.

This must have guide to getting the most out of an IT Help Desk includes lessons on how to use ITIL best practices , Chatter social media, and service request management to increase your IT staff productivity.  Each lesson has a corresponding video that demonstrates the feature and includes a “Metrics That Matter” section that outlines specific KPI targets that you should aim for when measuring success.

Help Desk software as a service is attractive to many IT departments.  It offers the same benefits of traditional IT help desk solutions, in addition to reducing capital expenses, accelerating implementation, and providing easier upgrades.  This paper explores considerations for implementing IT service management in-house or as a service.