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 ...
It’s been nearly a year since Version 3 of the IT Infrastructure Library (ITIL) came out. The update to ITIL, a framework for best practices in IT service delivery, was intended to sharpen its focus ...
Every IT executive will tell you that delivery of quality IT services from a user point of view is their highest priority today. Much has been written recently about managing the quality of IT service ...
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 ...
Reprinted with permission from the Feb 2005 issue of Public CIO. These are not good days for technology geeks, whether they work in government or the private sector. The bold era when problems were ...
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 ...
Know the ITIL framework’s essential ideas, principles, and procedures. To be good at managing IT services, you should study the IT Infrastructure Library (ITIL) service lifecycle and its five phases: ...
That's the question recently put forth by Gareth Daine, who quizzed some 25 industry experts and observers on whether the two methodologies clash, or are compatible. ITIL, originally known as ...
It seemed a reasonable approach at the time. Whenever a server went down, the IT operations people at The Procter & Gamble Co. tried to figure out why. They did root-cause analysis in order to ...
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