An exploration of the philosophy of best practice, generically and for ITSM specifically. The paper discusses how to approach service improvement programmes and the role that ITIL and ISO/IEC 20000 can play. It describes their strengths and limitations, and what else enterprises need to consider.

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The Payment Card Industry Data Security Standard (PCI-DSS) was developed by five major credit card associations to protect customer information through the global adoption of consistent data security measures.  This white paper examines credit card fraud and addresses the following key questions:

• What is PCI-DSS
• Why should organisations comply?
• What requirements make up PCI-DSS?
• How can a process be established?
• What solutions effectively address PCI-DSS requirements?

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Over the last decade, a growing challenge has emerged with the proliferation of the tools used to understand and manage an organisation's infrastructure.  Each tool costs thousands of pounds to acquire and maintain, yet each manages only a small and very specific component of an organisation's infrastructure. 

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Guide to Computer Security Log Management - Recommendations of the National Institute of Standards and Technology

A log is a record of the events occurring within an organization’s systems and networks. Logs are composed of log entries; each entry contains information related to a specific event that has occurred within a system or network. Many logs within an organization contain records related to computer security. These computer security logs are generated by many sources, including security software, such as antivirus software, firewalls, and intrusion detection and prevention systems; operating systems on servers, workstations, and networking equipment; and applications.
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