The IT Infrastructure Library (ITIL) "should be a strong requisite" for companies looking to improve outsourcing relationships, according to a Hewlett-Packard executive. Developed by the U.K. Treasury ...

CA Inc. late last month brought out a package of software, services and training programs to help implement best practices for managing IT shops under the Information Technology Infrastructure Library ...

In a recent newsletter, we pointed out that poor WAN management processes cause the majority of WAN outages. We also noted that in spite of this fact, most network organizations focus much more on ...

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 ...

Paul Wohlleben, a former federal CIO, consults in the federal sector. E-mail him at [email protected], or visit his blog at www.businessofinfotech.blogspot.com. With some frequency, new ...

In 1944, the CIA’s precursor, the Office of Strategic Services, distributed the Simple Sabotage Field Manual, a pamphlet containing instructions on how Allied sympathizers in Nazi Germany might weaken ...

As IT services have become an integral means of conducting business and governing, user expectations for availability, reliability and stability increase. The IT Infrastructure Library (ITIL) ...

As public-sector organizations look to improve their IT processes and IT Service Management (ITSM) maturity, many are implementing ITIL best practices. ITIL stands for Information Technology ...

With the rise of anything good – and the inevitable industry hype that accompanies it – there can be potential dangers. Understanding ITIL means taking a realistic look at what it is and what it ...

After the IT department at Raymond James Financial Inc. implemented best practices from the IT Infrastructure Library (ITIL), the number of calls to the company’s help desk dropped as much as 25% ...