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, ...

Bill Willis was looking for a better way to talk with his customers. As deputy CIO of North Carolina, he needed to know if his organization was doing a good job serving IT users in state government ...

Deep in the heartland of America an experiment is under way. The Information Technology Infrastructure Library (ITIL), a set of best practices for IT service management, has begun to take root in the ...

Just as good science is a balance between brilliant theory and focused laboratory work, a good IT Infrastructure Library implementation requires a balance between theoretical training and hands-on IT ...

Implementing an IT infrastructure library (ITIL) can help organizations trying to get a better handle on IT services and resources. But ITIL's just a framework. One size does not fit all. In fact, you ...

Jeffrey Fritz is director of enterprise network services for the University of California, San Francisco. Campus IT departments need strong inter-unit coordination to facilitate efficient project ...

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) ...

Roughly two years ago we wrote a newsletter on the potential use of IT Infrastructure Library (ITIL) to, among other things, improve WAN management. ITIL was originally defined in the 1990s by the U.K ...

What has always been seen as the biggest drawback to implementing ITIL (Information Technology Infrastructure Library)? It’s the time and effort required to create, build, and document ITIL processes.

If you do a quick search on "IT best practice frameworks," you will find no shortage of foundations and architectures on which to build your IT organization. COBIT (Control Objectives for Information ...