I was recently asked how I start a typical workday. What one good habit can I share to help others manage end-to-end technology services? Without hesitation I responded, "I dial into our day-start ...

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form ...

On May 30, the U.K.’s Office of Government Commerce replaced the current eight-book ITIL library – a set of rules for how to deliver IT services more efficiently by improving management processes ...

The Information Technology Infrastructure Library (ITIL) is coming to America; early adopters say it's a friendly invasion with security benefits Until a few months back, the acronym ITIL didn’t ...

Attaining IT service management certification, it seems, is still not a priority for some organizations in Asia. Steve Wells, DHL's acting vice president of strategy and planning for Asia-Pacific, ...

Over are the days of the reactive IT help desk with a basic mandate of recording and responding to IT issues from end users. The help desk now sits at the core of an organization’s IT service ...

Virgin Blue is implementing a new service management system this month as the airline moves towards adopting the Information Technology Infrastructure Library (ITIL) framework. Virgin Blue general ...

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 ...