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 ...

The IT Infrastructure Library (ITIL) is a resource that provides recommended procedures for delivering information technology services through the application of a methodical strategy for IT service ...

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 ...

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 ...