3CS Service Management Newsletter http://www.3cs.ch/news/archive Download the Concentric Circle Consulting Service Management Newsletters en-us newsletter@3cs.ch info@3cs.ch 2009 Mon, 27 Jul 2009 16:00:00 +0200 Mon, 27 Jul 2009 16:00:00 +0200 2009 November Tue, 11 Nov 2009 16:00:00 +0100

   • Analysis — The Cost of Quality

   • Terminology — Cost Effectiveness

 http://www.3cs.ch/cgi-bin/downloader/dl.pl?id=3CSNewsletter-2009-11-EN.pdf 2009 July Mon, 27 Jul 2009 16:00:00 +0200

   • Analysis — Remediation - A Pound of Cure

   • Terminology — Alerts and Events

 http://www.3cs.ch/cgi-bin/downloader/dl.pl?id=3CSNewsletter-2009-07-EN.pdf 2008 December Mon, 15 Dec 2008 12:50:12 +0100

   • News — ISO/IEC 20000 - Why should you be interested?

   • Analysis — Exceeding Expectations - how to resolved the conflicting points of view in ITIL

 http://www.3cs.ch/cgi-bin/downloader/dl.pl?id=3CSNewsletter-2008-12-EN.pdf 2008 October Thu, 30 Oct 2008 21:11:12 +0100

   • News — The ITIL 3 Qualification Scheme

   • Analysis — ISO/IEC 20000 - What is it all about...

 http://www.3cs.ch/cgi-bin/downloader/dl.pl?id=3CSNewsletter-2008-10-EN.pdf 2008 January Mon, 14 jan 2007 21:11:12 +0100

   • News — Knowledge Bases: What is the advice of ITIL3?

   • Analysis — When is an incident resolved?

 http://www.3cs.ch/cgi-bin/downloader/dl.pl?id=3CSNewsletter-2008-01-EN.pdf 2007 September Mon, 24 sep 2007 21:11:12 +0100

   • News — ITIL 3 Strikes! The third version of ITIL is much more than just Service Lifecycle oriented

   • Analysis — Penalties: Friend or Foe of a good service contract?

 http://www.3cs.ch/cgi-bin/downloader/dl.pl?id=3CSNewsletter-2007-09-EN.pdf 2007 March Tue, 6 mar 2007 12:11:12 +0100

   • News — Trouble in Paradise? The future of ITSM training & certification

   • Analysis — Piercing the Clouds around Service Catalogues

   • Terminology — Urgency

 http://www.3cs.ch/cgi-bin/downloader/dl.pl?id=3CSNewsletter-2007-03-EN.pdf 2006 December lun, 18 dec 2006 18:40:30 +0100

   • News — Consolidation amongst ITSM software editors

   • Analysis — MOF: Microsoft's version of Best Practice in Service Management

   • Terminology — Service Request

 http://www.3cs.ch/cgi-bin/downloader/dl.pl?id=3CSNewsletter-2006-12-EN.pdf