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, ...

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 ...

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 ...

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 ...

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 ...

The state of Michigan’s gradual rollout of ITIL’s best practices has eased growing pains. How do you convince your network and IT professionals to adopt “best practices” when they think they already ...

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 ...