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Resource Library

The Fox IT resource library aims to provide you with information and inspiration to help you with your IT Service Management and Governance initiatives. In this area of the web site you will find access to a number of resources, including brochures, wallcharts, white papers, presentations and podcasts covering ITIL®, COBIT®, PRINCE2® and others.

 

Articles

Implementing a Lead Time Framework for the Handling of Requests for Change

Implementing a Lead Time Framework for the Handling of Requests for Change

An article that discusses approaches for ensuring that change requests are raised sufficiently in advance such that there is better planning, control and governance of all forthcoming changes

The IT Organisation is Changing – Are the Core Principles and Key Objectives ?

The IT Organisation is Changing - Are the Key Principles and Key Objectives?

An article discussing how IT organisations are 'splitting' into two functions - Bimodal IT

How to Select an ITSM Toolset that Best Fits the Needs of your Organisation

How to Select an ITSM Toolset that Best Fits the Needs of your Organisation

An article highlighting the key activities in making the correct decision.

A Roadmap for Digitising Business Services – Part 4

A Roadmap for Digitizing Business Services - Part 4

An article intended to highlight the need for reusable building blocks to drive success and rapid service development to meet strategic needs of the business.

A Roadmap for Digitising Business Services – Part 3

A Roadmap for Digitising Business Services - Part 3

An article intended to highlight the key activities needed to achieve viable and sustainable digitizing Business Services in your business.

How to Ensure Your ITSM Toolset Aligns to Your Processes

How to Ensure Your ITSM Toolset Aligns to Your Processes

An article highlighting the key activities, before starting a full implementation project.

A Roadmap for Digitizing Business Services

A Roadmap for Digitizing Business Services - Part 1

An article looking at the impact of digitized services on businesses and their IT departments.

A Roadmap for Digitizing Business Services, Part 2

A Roadmap for Digitizing Business Services - Part 2

An article focussing on those parts of best practice which are sometimes cryptically described within the literature on Service Strategy and Service Design.

The Service Catalogue, Part 1 – Why have one? (Can you afford not to have one ?)

The Service Catalogue, Part 1

Why have one ? (Can you afford not to have one ?)

The Service Catalogue, Part 2 – Getting Started (10 Steps to Success)

The Service Catalogue, Part 2

Getting Started (10 Steps to Success)

How to Deliver IT Transformation via Best Practice Service Management

How to Deliver IT Transformation via Best Practice Service Management

An article outlining a transformation programme .

Why Are We Here ? Part 1 – How to Ensure the Initial Dialogue between Client and Consultancy gets off to a Flying Start

Why are we Here? Part 1

How to ensure the initial dialogue between Client and Consultant gets off for a flying start.

Why Are We Here ? Part 2 – How to Ensure the Initial Dialogue between Client and Consultancy gets off to a Flying Start

Why are we Here? Part 2

How to ensure the initial dialogue between Client and Consultant gets off for a flying start.

Putting the Business into Relationship Management

Putting the Business into Relationship Management

What BRM typically means to an IT Organisation.

Hey! You! Get off of my Cloud

Hey! You! Get off of my Cloud

Service Level Management in the realm of Cloud Services.

ISO/IEC 20000 Certification, Three Steps To Certification, Step 1 – Planning

ISO/IEC 20000 Certification, Three Steps To Certification, Step 1 - Planning

The first of three articles on ISO/IEC 20000 certification.

ISO/IEC 20000 Certification, Three Steps To Certification, Step 2 – Assessment

ISO/IEC 20000 Certification, Three Steps To Certification, Step 2 - Assessment

The second of three articles on ISO/IEC 20000 certification.

ISO/IEC 20000 Certification, Three Steps To Certification, Step 3 – Implementation

ISO/IEC 20000 Certification, Three Steps To Certification, Step 3 - Implementation

The third of three articles on ISO/IEC 20000 certification.

Balanced Scorecards Part 1, Route To Better Business Alignment

Balanced Scorecards Part1, Route To Better Business Alignment

A PDF article about better Business Alignment.

Balanced Scorecards Part 2, Variations On A Theme

Balanced Scorecards Part2, Variations on a Theme

A PDF article about better Business Alignment.

Balanced Scorecards Part 3, Setting-up and Maintaining BSCs

Balanced Scorecards Part3, Setting-up and Maintaining BSCs

A PDF article about better Business Alignment.

ITIL® and ISO/IEC 27001

ITIL and ISO/IEC 27001

How ITIL can be used to support the delivery of compliant practices for Information Security Management Systems.


Case Study

Case Study – Successful ISO/IEC 20000 Certification for UK Financial Services Provider

Successful ISO/IEC 20000 Certification for UK Financial Services Provider

A Case Study describing Fox IT support in assisting successful ISO/IEC 20000 Certification for UK Financial Services Provider

Case Study – Successful ISO/IEC 20000 certification for leading UK-based savings and investment firm

Successful ISO/IEC 20000 Certification for Leading UK Based Savings & Investment Firm

A Case Study describing how Fox IT assisted a client in obtaining ISO/IEC 20000 certification.

Case Study – Customised ITSM Toolset and Education to Global Investment Bank

Global Financial Services Provider - Customised ITSM Toolset Testing & Education

A Case Study following Fox IT as they manage the testing of the ITSM toolset and provide enhanced training.

Case Study – Global Insurance Group

Global Insurance Group

A Case Study following Fox IT as they assist a Global Insurance Organisation with ITSM transformation.

Case Study – Global Investment Bank Transformation (Part 1)

Global Investment Bank (Part 1)

A Case Study following Fox IT as they assist a Global Investment Bank with ITSM transformation.

Case Study – Global Investment Bank Transformation (Part 2)

Global Investment Bank (Part 2)

A Case Study following Fox IT as they assist a Global Investment Bank with ITSM transformation.

Case Study – Investment Bank Requires Outsourcing Support

Global Financial Services Provider

A Case Study following Fox IT as they assist a Global Investment Bank with Outsourcing Support.

Case Study – ISO/IEC 20000 Certification for Leading Middle East Financial Institution

Middle East Financial Institution

Successful ISO/IEC 20000 Certification

Case Study – Oil & Gas Company Enhances ITSM Delivery Capability

Oil & Gas Exploration & Production Group

Enhances ITSM delivery capability.

Case Study – Successful ISO/IEC 20000 Certification

Successful ISO/IEC 20000 Certification Case Study

A case study about ISO/IEC 20000 certification for leading Irish Managed Service Provider.


ISO/IEC 20000 Articles

Case Study – Successful ISO/IEC 20000 Certification for UK Financial Services Provider

Successful ISO/IEC 20000 Certification for UK Financial Services Provider

A Case Study describing Fox IT support in assisting successful ISO/IEC 20000 Certification for UK Financial Services Provider

Case Study – Successful ISO/IEC 20000 certification for leading UK-based savings and investment firm

Successful ISO/IEC 20000 Certification for Leading UK Based Savings & Investment Firm

A Case Study describing how Fox IT assisted a client in obtaining ISO/IEC 20000 certification.

Case Study – ISO/IEC 20000 Certification for Leading Middle East Financial Institution

Middle East Financial Institution

Successful ISO/IEC 20000 Certification

Case Study – Successful ISO/IEC 20000 Certification

Successful ISO/IEC 20000 Certification Case Study

A case study about ISO/IEC 20000 certification for leading Irish Managed Service Provider.

ISO/IEC 20000 Podcast

ISO/IEC 20000 Podcast

Oscar Mercer talks to Mark Sykes about ISO/IEC 20000, the international standard for service management. Mark details the history of this standard.

ISO/IEC 20000 Certification, Three Steps To Certification, Step 1 – Planning

ISO/IEC 20000 Certification, Three Steps To Certification, Step 1 - Planning

The first of three articles on ISO/IEC 20000 certification.

ISO/IEC 20000 Certification, Three Steps To Certification, Step 2 – Assessment

ISO/IEC 20000 Certification, Three Steps To Certification, Step 2 - Assessment

The second of three articles on ISO/IEC 20000 certification.

ISO/IEC 20000 Certification, Three Steps To Certification, Step 3 – Implementation

ISO/IEC 20000 Certification, Three Steps To Certification, Step 3 - Implementation

The third of three articles on ISO/IEC 20000 certification.


Podcasts

COBIT® 5 Podcast

COBIT 5 Podcast

Mark Sykes talks to Oscar Mercer about COBIT 5, the latest evolution of the COBIT governance and management framework. Whilst providing some historical perspective.

ISO/IEC 20000 Podcast

ISO/IEC 20000 Podcast

Oscar Mercer talks to Mark Sykes about ISO/IEC 20000, the international standard for service management. Mark details the history of this standard.


Presentations

To Bimodal or not to Bimodal? – Service Management Answers the Question

To Bimodal or not to Bimodal ? - Service Management Answers the Question.

A Fox IT Webinar.

Presentation – How to Deliver IT Transformation via Best Practice Service Management

Presentation - How to Deliver IT Transformation via Best Practice Service Management

A Presentation by Fox IT.

Problem Management Webinar

To Close or Not to Close (a problem), That is the Question!

A Problem Management webinar.


Wallcharts

ISO/IEC 20000 Wall Chart

ISO/IEC 20000 Wall Chart

The Fox IT ISO/IEC 20000 wall chart is available as a PDF download.

ITIL® Wall Chart

ITIL Wall Chart

The Fox IT ITIL wall chart is available as a PDF download.


White Papers

Is there a Future for IT Service Management?

Is there a future for IT Service Management?

An article highlighting areas where ITSM will be a major cornerstone on the IT executives' agenda.

Continuity or Bust !

Continuity or Bust

A white paper considering the early stages of an overall IT Service Continuity Management process.

Enabling IT Service Transformation in a Digital Age

Enabling IT Service Transformation in a Digital Age

A white paper exploring the role of IT Service Management in the changing demands on the IT Organisation.

Management and Governance Systems – The Law of Recurring Patterns and its Impact – A White Paper on the Upcoming ISO9001:2015

Management and Governance Systems

The law of recurring patterns and its impact. A white paper on the upcoming ISO9001:2015.

Measuring Success

Measuring Success

A white paper including Ideas on how to show that real benefits are being delivered.

Lies, Damned Lies And KPIs

Lies, Damned Lies & KPIs

A white paper on key performance indicators - Lies, Damned Lies And KPIs.


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