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, ...

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 ...

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 ...

Just as good science is a balance between brilliant theory and focused laboratory work, a good IT Infrastructure Library implementation requires a balance between theoretical training and hands-on IT ...

Paul Wohlleben, a former federal CIO, consults in the federal sector. E-mail him at paul.wohlleben@gmail.com, or visit his blog at www.businessofinfotech.blogspot.com. With some frequency, new ...

Roughly two years ago we wrote a newsletter on the potential use of IT Infrastructure Library (ITIL) to, among other things, improve WAN management. ITIL was originally defined in the 1990s by the U.K ...

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 ...

As a standards framework for IT services management (ITSM), the IT infrastructure library (ITIL) continues to be useful and beneficial for companies. However, it needs to be updated with more ...

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--KACE™, the leading systems management appliance company, today announced its KBOX™ Systems Management Appliance now offers significantly enhanced support for ...

Add articles to your saved list and come back to them any time. Academics John Bentley and Mark Harris are bringing the rigours of IT governance to the halls of academia. The Victoria University ...