White Papers

(691k)Measuring Success

How the success of service improvement projects can be measured in real terms, and how to show real benefits are being delivered. Mark Sykes, Principal Consultant, Fox IT (August 2008)

(134k)Reducing Managed Service Provider Costs through Process Automation

Organisations should be asking their service providers how they plan to manage any transition, transformation, and delivery programme, and challenge the methodologies used to implement this programme in an effort to ensure the continuity of an excellent service is coupled with a reduction in cost. Chris Dowding, Service Management Consultant, Fox IT (September 2008)

(78k)KPIs

Lies, Damned Lies and KPIs. Mark Sykes, Principal Consultant, Fox IT (August 2007)

(556k)Patch Management

Change, Configuration and Release or something more? Grant Adams, Principal Consultant, Fox IT (March 2007)

(2Mb)Software as a Service

A Comprehensive Look at the Total Cost of Ownership of Software Applications. Prepared by the Software-as-a-Service Executive Council (September 2006)

(104k)BS15000 and ISO20000 – An introduction

Published in ISACA Datawatch on-line magazine December 2005. Lynda Cooper, International Client Director, Fox IT and co-author of BS15000 and ISO20000

(112k)BS15000 and ISO20000 – What are they?

Published in itSMF USA on-line magazine, The Forum, November 2005. Lynda Cooper, International Client Director, Fox IT and co-author of BS15000 and ISO20000

(100k)BS15000 – A New IT Service Management Standard for the NHS

Published in the British Journal of Health Care in November 2004. Tony Brookes, Client Manager, Fox IT

(84k)Planning to Achieve BS15000

Published in Service Talk magazine, April 2004

(326k)Executive Guide to Process Automation

(291k)Closing the IT Process Automation Gap

(326k)Executive Guide to Process Automation

(1.1Mb)Reducing Costs In Operations Management