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 ...

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 ...

With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well. IT service management (ITSM) is nothing new.

We’ve all been paying attention to the IT Infrastructure Library as it pertains to managing IT services. But the Gold Book – or ITIL’s guide for application management – is not so familiar or even ...

What has always been seen as the biggest drawback to implementing ITIL (Information Technology Infrastructure Library)? It’s the time and effort required to create, build, and document ITIL processes.

ITIL: What goes in a Configuration Management Plan? Your email has been sent Configuration management is one of the few processes that overarch all other process and service lifecycle phases in ITIL ...

That's the question recently put forth by Gareth Daine, who quizzed some 25 industry experts and observers on whether the two methodologies clash, or are compatible. ITIL, originally known as ...

CERN, the home of the Large Hadron Collider, is using IT service management (ITSM) to support operations outside the IT function. Reinoud Martens, service manager at CERN, has been taking the IT out ...

Agile service management means applying the agile mindset to IT service management, a concept that is as simple as that. Take into account, though, that this is not something that has often been done ...

With the increased importance of corporate governance in the day-to-day operations of organizations globally, ITIL adoption has become a major factor. Global provider of enterprise management ...