With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well. IT service management (ITSM) is nothing new.

About three and a half years ago, LG&E Energy LLC was researching best practices for information technology services when company officials stumbled upon a concept that has revolutionized IT ...

The ITIL framework – the acronym being retained from its former description of Information Technology Infrastructure Library – is focused on aligning IT services with the needs of businesses, ...

These days everyone seems to be defined as a customer. Indeed, it`s the one thing that unites a bank account-holder, an online shopper and even an end-user of a corporate IT system. And the one thing ...

Every now and then, there's discussion about the differences and similarities between service oriented architecture and Agile development methodologies. Intuitively, they seem to have the same modus ...

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 ...

Agile service management means applying the agile mindset to IT service management, a concept that is as simple as that. Take into account, though, that this is not something that has often been done ...

With internal auditors breathing down their necks over compliance and security issues, many large companies are eager for help organizing IT operations infrastructure. That helps explain the ...

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 ...