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, ...

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 ...

Information technology service management (ITSM) — how IT is delivered inside an enterprise as a service — and a related area, the quickly evolving Information Technology Infrastructure Library (ITIL) ...

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 ...

The concept of a configuration management system (CMS) is an idea whose time has come - particularly since the release of IT Infrastructure Library (ITIL) Version 3, known as V3. ITIL V3 devotes ...

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 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 ...

The IT Infrastructure Library, a set of management best practices that has long been popular in Europe, finally is starting to make waves in the U.S. The IT Infrastructure Library, a set of management ...

In a commentary, Jasmine Noel, an expert in infrastructure management, says that business service management (BSM), service level agreements (SLA), IT infrastructure library (ITIL), and Sarbanes-Oxley ...

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 ...