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, ...

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 ...

ITIL is a framework of best practices to deliver IT services. ITIL’s systematic approach to ITSM can help businesses manage risk, strengthen customer relations, and build an IT environment geared for ...

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 ...

IBM today will make available an update to a free tool that provides IT managers with access to best practices surrounding IT service management and governance frameworks. IBM today will make ...

Deep in the heartland of America an experiment is under way. The Information Technology Infrastructure Library (ITIL), a set of best practices for IT service management, has begun to take root in the ...

Bill Willis was looking for a better way to talk with his customers. As deputy CIO of North Carolina, he needed to know if his organization was doing a good job serving IT users in state government ...

The Information Technology Infrastructure Library (ITIL) is coming to America; early adopters say it's a friendly invasion with security benefits Until a few months back, the acronym ITIL didn’t ...