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, ...

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) ...

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 ...

As IT services have become an integral means of conducting business and governing, user expectations for availability, reliability and stability increase. The IT Infrastructure Library (ITIL) ...

Information technology service management (ITSM) — how IT is delivered inside an enterprise as a service — and a related area, the quickly evolving Information Technology Infrastructure Library (ITIL) ...

The IT Infrastructure Library, or ITIL, turns 20 this year after launching in 1989 in the U.K. Now American IT departments and vendors embrace the best practice import. IT management practitioners ...

The SLM Corporation has made a lot of big changes to its business in the past few years, not the least of which is its new approach to IT service and support. "We have taken literally hundreds of ...

Want to know how companies such as DHL, General Motors and Nationwide Insurance achieve operational excellence, maintain high levels of IT efficiency and keep their systems compliant with myriad ...

The latest revision of the IT Infrastructure Library is about to become official, but even its most vocal proponents can't agree on just how long it will be before the latest version of the ...

After 15 years, the IT Infrastructure Library (ITIL) is finally becoming the de facto standard methodology for internal IT service delivery processes. The final breakthrough will come in early 2005, ...

Know the ITIL framework’s essential ideas, principles, and procedures. To be good at managing IT services, you should study the IT Infrastructure Library (ITIL) service lifecycle and its five phases: ...