Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

The SLM Corporation has made a lot of big changes to its business in the past few years, not the least of which is its new approach to IT service and support. "We have taken literally hundreds of ...

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 ...

Last week I referenced a 2004 Enterprise Management Associates study of 48 IT managers where 71% of the participants had begun to use the IT Infrastructure Library, or ITIL. This growth trend is not ...