We’ve all been paying attention to the IT Infrastructure Library as it pertains to managing IT services. But the Gold Book – or ITIL’s guide for application management – is not so familiar or even ...

Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

ITIL is growing in demand and some employers are paying a premium for certification and experience in the best practices methodology, but the first question is what exactly is ITIL and is it right for ...

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 ...

The ITIL 4 Foundation guide describes one of the most significant challenges with IT support as the “watermelon SLA effect”. It refers to a mismatch between the service provider’s perception of its ...

CERN, the home of the Large Hadron Collider, is using IT service management (ITSM) to support operations outside the IT function. Reinoud Martens, service manager at CERN, has been taking the IT out ...