The IT Infrastructure Library, more commonly referred to as ITIL, is a staple for many companies in their quest for world-leading IT service management. Others have been reluctant, or slow, to adopt ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

ITIL (Information Technology Infrastructure Library) is a framework designed to standardize the selection, planning, delivery, maintenance and overall lifecycle of IT services within a business. The ...

With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well. IT service management (ITSM) is nothing new.

Recently a colleague of mine had an interesting conversation with a the service delivery manager for a well known IT company. The discussion turned to customer experience management and the service ...

The goal of ITIL is for organizations to create predictable IT environments, and deliver the best service possible to customers and clients by streamlining processes and identifying opportunities to ...