The Casewise Visual Process Model for ITIL is a portfolio of fully mapped, visual business process models depicting all the guidance from each of the five new ITIL version 3 and eight ITIL version 2 ...

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 ...

Ohio State University is using the ITIL service-management framework to help IT maintain its customer focus and improve key operations. When Bob Gribben, director of service operations in the Office ...

CA Inc. late last month brought out a package of software, services and training programs to help implement best practices for managing IT shops under the Information Technology Infrastructure Library ...

ITIL adoption requires more than software and tools. You need a bold strategy that aligns IT service with corporate goals and encourages employee and stakeholder buy-in. IT service management (ITSM) ...

Want to know how companies such as DHL, General Motors and Nationwide Insurance achieve operational excellence, maintain high levels of IT efficiency and keep their systems compliant with myriad ...

Agencies are turning to the Information Technology Infrastructure Library to bring order to IT management processes, but what will that mean for their enterprise architecture efforts? Agencies have ...

Half the battle with properly managing IT infrastructure and applications is adhering to best practices. The other half? Putting technology in place to automate, monitor and speed problem resolution.

It’s been nearly a year since Version 3 of the IT Infrastructure Library (ITIL) came out. The update to ITIL, a framework for best practices in IT service delivery, was intended to sharpen its focus ...

Some process improvement projects and best practice frameworks such as ITIL and COBIT can do more harm than good--particularly when implemented by third-party IT service providers. IT governance has ...