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, ...

If you're a network manager, you may have heard some interest from upper management in implementing ITIL. Here's why you shouldn't be afraid... In its third iteration, IT Infrastructure Library (ITIL) ...

The latest revision of the IT Infrastructure Library is about to become official, but even its most vocal proponents can't agree on just how long it will be before the latest version of the ...

Lately, the best practice guidelines of IT Infrastructure Library (ITIL) have started to wash up on North American shores. And, increasingly, analysts are attempting to make the link between ITIL and ...

Know the ITIL framework’s essential ideas, principles, and procedures. To be good at managing IT services, you should study the IT Infrastructure Library (ITIL) service lifecycle and its five phases: ...

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 ...

One of the biggest challenges every business faces is how to start merging greater control through information-technology service management, or ITSM, as well as greater change and evolvability of ...

The SLM Corporation has made a lot of big changes to its business in the past few years, not the least of which is its new approach to IT service and support. "We have taken literally hundreds of ...

ITIL is for big business, right? Not necessarily. Although larger IT organizations are more usually associated with ITIL implementations (See The Practical Value of the IT Infrastructure Library), ...

ITIL was, and remains, literally a library of books, though the OGC also offers a raft of ITIL-related materials on its Web site. Published in 2001, Version 2 focuses on two pillars of IT ...

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) ...

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 ...