For every successful IT Infrastructure Library (ITIL) implementation, there’s (at least) one that doesn’t go so well. Resistance to the structure imposed by ITIL, from business users and/or IT staff, ...

One of the biggest challenges every business faces is how to start merging greater control through information-technology service management, or ITSM, as well as greater change and evolvability of ...

Want to know how companies such as DHL, General Motors and Nationwide Insurance achieve operational excellence, maintain high levels of IT efficiency and keep their systems compliant with myriad ...

The U.S. Air Force is centralizing its network operations using IT Infrastructure Library (ITIL) best practices to increase efficiencies and to boost security. The move will bring 113 bases currently ...

Every IT executive will tell you that delivery of quality IT services from a user point of view is their highest priority today. Much has been written recently about managing the quality of IT service ...

In this e-guide, we shine the light on the state of IT service management (ITSM) and the framework upon which it is effectively built, the IT Infrastructure Library (ITIL). We explore how ITSM is ...

CIOs have a new mandate from CEOs: Accelerate innovation and growth as a business-driven thought leader rather than a caretaker of technology. This paradigm shift requires changes in how IT teams work ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...