If you're a network manager, you may have heard some interest from upper management in implementing ITIL. Here's why you shouldn't be afraid... In its third iteration, IT Infrastructure Library (ITIL) ...

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 ...

As IT services have become an integral means of conducting business and governing, user expectations for availability, reliability and stability increase. The IT Infrastructure Library (ITIL) ...

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 ...

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 ...

Network management is a complex topic. In today's diverse networking infrastructure, the network has to handle more instances of unified communications, video, and virtualization. The role of the ...

It has been just over a year since the introduction of Version 3 of the IT Infrastructure Library (ITIL). The update to ITIL, a framework for best practices in IT service delivery, was intended to ...

It’s been nearly a year since Version 3 of the IT Infrastructure Library (ITIL) came out. The update to ITIL, a framework for best practices in IT service delivery, was intended to sharpen its focus ...

Meta Group's weekly Client Advisor newsletter (client registration required) comments on ITIL progress in the US: The IT Infrastructure Library (ITIL) process framework, specifically the IT Service ...

Know the ITIL framework’s essential ideas, principles, and procedures. To be good at managing IT services, you should study the IT Infrastructure Library (ITIL) service lifecycle and its five phases: ...

Help desk operations are no small matter at JPMorgan Chase, which runs seven sites that handle some 3 million IT service calls per year. Following its 2004 merger with Bank One and the end of its $5 ...