IT Vendor Management   [ 2.4 mb ]

In the context of a global recession, companies are realizing that they need to take an active role in dealing with vendor services in order to guarantee service levels are being met and ensure that business processes are cost efficient. When companies align vendor services to business objectives, standardize processes, create visibility and transparency into third party services, and develop a clear communication framework with their providers, they see increased efficiency, reduced costs, and a better relationship with their vendors.

The Rise of Service Level Management in ITIL V3   [ 4.0 mb ]

The third volume of the Information Technology Infrastructure Library (ITIL V3) expands the role of Service Level Management (SLM) in aligning IT with the business throughout the service lifecycle. This paper focuses on the necessity of Service Level Management for building and managing relationships to create Continual Service Improvement. It also explores the importance of defining service oriented metrics to monitor the value, quality, performance, and compliance of IT operations.

From Service Level Management to Business Management   [ 464 kb ]

This white paper explores how organizations are extending their IT-centric view of service delivery and embracing a more business-centric, business management view.

The Strategic Role of ITIL in the Oblicore Ecosystem   [ 443 kb ]

The IT Infrastructure Library, or ITIL, is sweeping the globe. Enterprises and service providers are adopting ITIL to establish best practices in IT service delivery. Learn how ITIL plays a strategic role in every Oblicore implementation.

Trends in the Use and Management of Service Level Agreements   [ 1.1 mb ]

This white paper summarizes the findings of Oblicore's 4th annual SLA survey, conducted in 2007. It depicts key trends in the use of SLAs among both enterprises and external service providers.

The Role of Service Levels in Managing the Outsourcing Lifecycle   [ 1,250 kb ]

Authored by Stan Lepeak, Managing Director of outsourcing consulting firm EquaTerra, this white paper describes in depth each stage of the outsourcing lifecycle and the role of managing service level performance.

Sarbanes-Oxley Compliance Management in Multi-Sourcing   [ 601 kb ]

"Ignorance" is no longer an acceptable excuse in the Sarbanes-Oxley world. Publicly-held US corporations must have a handle on all business activities—even those that are outsourced. This white paper, written by outsourcing legal expert, Bill Bierce, delves into critical issues related to SOX compliance in a multi-sourcing environment.

Enterprise Management Associates SLM Buyer's Guide, 2005   [1,373 kb]

Read an abstract from Enterprise Management Associates' annual SLM Buyer's Guide about Oblicore Guarantee™.