I was recently asked how I start a typical workday. What one good habit can I share to help others manage end-to-end technology services? Without hesitation I responded, "I dial into our day-start ...

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 ...

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form ...

On May 30, the U.K.’s Office of Government Commerce replaced the current eight-book ITIL library – a set of rules for how to deliver IT services more efficiently by improving management processes ...

Over are the days of the reactive IT help desk with a basic mandate of recording and responding to IT issues from end users. The help desk now sits at the core of an organization’s IT service ...

Attaining IT service management certification, it seems, is still not a priority for some organizations in Asia. Steve Wells, DHL's acting vice president of strategy and planning for Asia-Pacific, ...

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 ...