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 ...

Return on investment can turn heads, even when the catalyst for that ROI is a fairly arcane IT management strategy. Return on investment can turn heads, even when the catalyst for that ROI is a fairly ...

The Australian Nuclear Science and Technology Organisation (ANSTO) has implemented an (ITIL) deployment to improve internal IT service and performance. The organisation uses IT principally as a tool ...

Axelos defines IT Service Management (ITSM) as the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers ...

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 ...

As a standards framework for IT services management (ITSM), the IT infrastructure library (ITIL) continues to be useful and beneficial for companies. However, it needs to be updated with more ...

CIOs have a new mandate from CEOs: Accelerate innovation and growth as a business-driven thought leader rather than a caretaker of technology. This paradigm shift requires changes in how IT teams work ...

In recent years, organizations have increasingly adopted a variety of “best practice” frameworks as part of their performance improvement and service management strategy. The Information Technology ...

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 ...