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, ...

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 can no longer deliver services based on technology fiefdoms or silos as it has in the past. This practice is dead. Organizations that refuse to accept it will either dissolve, get outsourced, or ...

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 ...

Developers of the IT Infrastructure Library plan to publicly release on May 30 the second large revision of the best practice framework. Here are some questions and answers to help explain the role ...

“What v3 has done is integrate ITIL’s different components much better,” explains Robert Humphrey, global process governance director at Computer Sciences Corp. “With the introduction of the ...

The Information Technology Infrastructure Library (ITIL) is a set of best practices for improving and aligning IT services to business needs. ITIL processes provide various key performance indicators ...

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 ...