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, ...

When well-executed, ITIL can focus an IT organization on business strategy. But ITIL's processes are only effective if your staff adopts them. If you’re considering ITIL or have already launched down ...

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 ...

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 ...

What’s beneath all the buzz about ITIL? Like many hot topics, people have gotten so excited about ITIL (IT Infrastructure Library) that they think it’s the answer to everything. In some circles, ...

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 ...

ITIL is for big business, right? Not necessarily. Although larger IT organizations are more usually associated with ITIL implementations (See The Practical Value of the IT Infrastructure Library), ...

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) ...

Effective IT service management [ITSM] is essential for companies looking to maximise efficiency and provide high-quality services in digital environment. The IT Infrastructure Library is one 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, ...