With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well. IT service management (ITSM) is nothing new.

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 ...

The Medical University of South Carolina was charged recently by its leadership and state leaders to expand its telehealth portfolio and rapidly develop new services. That goal was helped along by ...

The Casewise Visual Process Model for ITIL is a portfolio of fully mapped, visual business process models depicting all the guidance from each of the five new ITIL version 3 and eight ITIL version 2 ...

The Information Technology Infrastructure Library (ITIL) is a set of best practices for improving and aligning IT services to business needs. ITIL processes provide various key performance indicators ...

As public-sector organizations look to improve their IT processes and IT Service Management (ITSM) maturity, many are implementing ITIL best practices. ITIL stands for Information Technology ...

ITIL adoption requires more than software and tools. You need a bold strategy that aligns IT service with corporate goals and encourages employee and stakeholder buy-in. IT service management (ITSM) ...

Developers of the IT Infrastructure Library plan to publicly release on May 30 the second large revision of the best practice framework. Here are some questions and answers to help explain the role ...

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 ...

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 ...