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 ...

In 2004, the Food Lion supermarket chain needed to automate its change management to help comply with the requirements of the Sarbanes-Oxley Act. It decided to adopt ITILs change management processes, ...

The identification, management and resolution of problems that affect the quality and efficiency of service provision are absolutely crucial in IT services that underpin critical business operations. ...

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 ...

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 ...

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 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 ...

Help desk operations are no small matter at JPMorgan Chase, which runs seven sites that handle some 3 million IT service calls per year. Following its 2004 merger with Bank One and the end of its $5 ...