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Sponsor White Papers

Privacy Notification: White papers provided by our sponsors may require you to create an ID or provide contact information that may be used by the sponsor for marketing purposes. Once you click through this page to download a third party’s white paper any information you provide is being collected by the sponsor of that white paper. If you do not wish to be contacted by any third parties, please do not provide your contact information. Additional white papers that do not require you to provide such information are available on our "Members Only White Paper” page.
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"IT Service Management Global Best Practicesis a collection of white papers compiled and published by Van Haren Publishing. The white papers listed directly below are samplesfrom this collection, re-used with permission.

Date Posted
February, 2011
5 Questions about ITSM and Cloud Computing
February, 2011
The Rise of Service Level Management in ITIL V3CA
February,2011Cloudy with a Chance of Configuration ManagementCA






March, 2009

Managing IT Chains in Large Organizations

Enzo Ciriello, Michael van den Bempt, Kars Hadderingh
March, 2009

ABC of ICT or Attitude Behavior & Culture

Paul Wilkinson
March, 2009

Functions & Processes in IT Management

Wim Hoving, Jan von Bon
March, 2009

Service Catalog Best Practices and Practical Advice

Bill Fine, Nick Schneider
March, 2009

ISO/IEC 20000: the Compass to Guide Your Path in the Best Practice Universe

Luis Miguel Rosa, Alejandro Debenedet
March, 2009

How to Implement Metrics for Service Management

David A. Smith

Access the entire collection of VHP white papers on ITSM Best Practices!

Click here to access the English white paper collection
Click here to access the Spanish white paper collection
Click here to access the French white paper collection

(Note: some of the Spanish and French papers descriptions are written in English, but the papers themselves have been translated.)

The following are more White Papers contributed by itSMF USA Sponsors that are available for anyone to view. There are many more White Papers in our Members Only area. If you are not currently a member of itSMF USA, you will not be able to access them, so click here to join now!


Date PostedTitle
02/15/2011Service Portfolio Management: Optimizing the Business Value of ITCA
02/15/2011Making Every Asset Count: A Lean IT Best PracticeCA
02/15/2011Cloudy with a Chance of… Great Service!CA
Driving Service Value in a Virtualized Data CenterNovell
Why Doesn’t the "Business” Drive BSM?Bill Keyworth and Rick Berzle,
04/05/2010Help Desk vs. Service Desk: Which One is Right for You?Numara Software
04/05/2010Strategies for Streamlining Processes and Lowering TCO by Leveraging a Flexible IT Service Management SolutionNumara Software
ITIL State of the Nation Survey results, how do you compare?Hornbill Systems, Ltd.
07/17/2009Service Transition and Support: A CA Service Management Process Map
Robert Sterbens,CA
Succeeding With Proactive IT
07/14/2009Tech Horizons: ASG’s metaCMDB, The Technology That RocksASG
06/19/2009The Rise of Service Level Management in ITIL® v3Oblicore
03/06/2009IT Service Management with the Human TouchMartin Gander, Hornbill Systems, Ltd.

2009 IT Skills and Salary Report

Global Knowledge/Tech Republic

Trends in IT Performance Management


Service Level Management without SLAs

Scott Jacocks, Covestic, Inc.


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