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.

With internal auditors breathing down their necks over compliance and security issues, many large companies are eager for help organizing IT operations infrastructure. That helps explain the ...

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 ...

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 ...

The ITIL framework – the acronym being retained from its former description of Information Technology Infrastructure Library – is focused on aligning IT services with the needs of businesses, ...

ITIL is an acronym that some CIOs don’t understand well. If they’re aware of the IT Infrastructure Library, it’s in the context of two of the library’s books that provide guidance on improving help ...

The Casewise Visual Process Model for ITIL is a portfolio of fully mapped, visual business process models depicting all the guidance from each of the five new ITIL version 3 and eight ITIL version 2 ...

With the rise of anything good – and the inevitable industry hype that accompanies it – there can be potential dangers. Understanding ITIL means taking a realistic look at what it is and what it ...

ITIL, the IT service management (ITSM) best practice framework, has come on in leaps and bounds since it was first introduced due to theUK government’s disillusionment with the way that governmental ...

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 ...