Just as good science is a balance between brilliant theory and focused laboratory work, a good IT Infrastructure Library implementation requires a balance between theoretical training and hands-on IT ...

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) ...

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 ...

Bill Willis was looking for a better way to talk with his customers. As deputy CIO of North Carolina, he needed to know if his organization was doing a good job serving IT users in state government ...

After 15 years, the IT Infrastructure Library (ITIL) is finally becoming the de facto standard methodology for internal IT service delivery processes. The final breakthrough will come in early 2005, ...

When Mead and Westvaco—the country’s two largest forest products and packaging companies at the time—merged in early 2002, Jim McGrane, then the vice president of process development at Mead, was ...

What has always been seen as the biggest drawback to implementing ITIL (Information Technology Infrastructure Library)? It’s the time and effort required to create, build, and document ITIL processes.

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 ...

With the increased importance of corporate governance in the day-to-day operations of organizations globally, ITIL adoption has become a major factor. Global provider of enterprise management ...

The Australian Nuclear Science and Technology Organisation (ANSTO) has implemented an (ITIL) deployment to improve internal IT service and performance. The organisation uses IT principally as a tool ...