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, ...

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 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 ...

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: ...

Lately, the best practice guidelines of IT Infrastructure Library (ITIL) have started to wash up on North American shores. And, increasingly, analysts are attempting to make the link between ITIL and ...

The latest revision of the IT Infrastructure Library is about to become official, but even its most vocal proponents can't agree on just how long it will be before the latest version of the ...

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) ...

Information technology service management (ITSM) — how IT is delivered inside an enterprise as a service — and a related area, the quickly evolving Information Technology Infrastructure Library (ITIL) ...

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 ...

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 ...

Due to the complex and interconnected nature of the IT environment, even simple changes, if they fail, can seriously affect organizations. And with business increasingly dependent on IT, the failures ...

ITIL was, and remains, literally a library of books, though the OGC also offers a raft of ITIL-related materials on its Web site. Published in 2001, Version 2 focuses on two pillars of IT ...