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 ...

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 ...

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 ...

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 ...

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 ...

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.

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, ...