These days everyone seems to be defined as a customer. Indeed, it`s the one thing that unites a bank account-holder, an online shopper and even an end-user of a corporate IT system. And the one thing ...

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 ...

ITIL is a framework of best practices for delivering IT services. Of all the concepts in IT, ITIL may be the most misunderstood. Here’s a look at what the IT Infrastructure Library is, why you might ...

Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

David Cannon, IT service management practice principal at HP and co-author of the Service Operation book in ITIL v3, says that to the extent v2 talked at all about return on investment, it was always ...

ITIL is growing in demand and some employers are paying a premium for certification and experience in the best practices methodology, but the first question is what exactly is ITIL and is it right for ...

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 ...

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 ...

Agile has become increasingly popular and is now a major force in the development world. It originated from the development world, of course, ad is gaining dominance in other domains. Service ...

Today, we continue our discussion of ITIL, the IT Infrastructure Library, and describe which of its two components – service delivery and service support – is of primary interest to IT organizations.