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 ...

Last week we described the confusing world of management frameworks and concluded that the two big approaches are TMN if you are running a carrier network and ITIL if you are running an enterprise ...

If you’ve done your research into current IT certifications, you’ll see that Information Technology Infrastructure Library, or ITIL, is near the top of many lists. ITIL methods are designed to help ...

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 ...

CERN, the home of the Large Hadron Collider, is using IT service management (ITSM) to support operations outside the IT function. Reinoud Martens, service manager at CERN, has been taking the IT out ...

The ITIL 4 Foundation guide describes one of the most significant challenges with IT support as the “watermelon SLA effect”. It refers to a mismatch between the service provider’s perception of its ...

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 ...