Know the ITIL framework’s essential ideas, principles, and procedures. To be good at managing IT services, you should study the IT Infrastructure Library (ITIL) service lifecycle and its five phases: ...

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 ...

For every successful IT Infrastructure Library (ITIL) implementation, there’s (at least) one that doesn’t go so well. Resistance to the structure imposed by ITIL, from business users and/or IT staff, ...

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 ...

Due to the complex and interconnected nature of the IT environment, even simple changes, if they fail, can seriously affect organizations. And with business increasingly dependent on IT, the failures ...

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 ...