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.

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 ...

Is just being good at your job really still enough? For a long time, it was only results that mattered. As long as you delivered those, people tended not to be overly concerned about how the job got ...

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, ...

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 ...