In a recent newsletter, we pointed out that poor WAN management processes cause the majority of WAN outages. We also noted that in spite of this fact, most network organizations focus much more on ...

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 ...

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 ...

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 ...

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) ...

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 ...

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 ...

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 ...

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 ...