The group has embraced ITIL for service management and has become an active contributor to ITIL’s process definitions. ITIL provides process definitions in 11 key areas, including change management, ...

IT can no longer deliver services based on technology fiefdoms or silos as it has in the past. This practice is dead. Organizations that refuse to accept it will either dissolve, get outsourced, or ...

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 ...

CA Inc. late last month brought out a package of software, services and training programs to help implement best practices for managing IT shops under the Information Technology Infrastructure Library ...

The IT Infrastructure Library (ITIL) "should be a strong requisite" for companies looking to improve outsourcing relationships, according to a Hewlett-Packard executive. Developed by the U.K. Treasury ...

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, ...

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) ...

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 ...

Return on investment can turn heads, even when the catalyst for that ROI is a fairly arcane IT management strategy. Return on investment can turn heads, even when the catalyst for that ROI is a fairly ...

It’s been nearly a year since Version 3 of the IT Infrastructure Library (ITIL) came out. The update to ITIL, a framework for best practices in IT service delivery, was intended to sharpen its focus ...