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 ...

In this e-guide, we shine the light on the state of IT service management (ITSM) and the framework upon which it is effectively built, the IT Infrastructure Library (ITIL). We explore how ITSM is ...

Over the last two decades, ITIL has become the de-facto industry standard for managing IT services. IT service management tools and processes were developed and implemented to execute ITIL standards.

As the ITSM sector has evolved, ITIL framework has become universally accepted as the best way to ensure ITSM tools are implemented in a manner that delivers immediate value, while also ensuring that ...

Implementing an IT infrastructure library (ITIL) can help organizations trying to get a better handle on IT services and resources. But ITIL's just a framework. One size does not fit all. In fact, you ...

It is estimated that 80% of IT Service Management (ITSM) and ITIL projects fail to meet their objectives. This is a tragic as the essence of ITSM is that it provides a critical prescriptive framework ...

From my many years of experience as a data specialist, and now head of service management, I’m very conscious of the commitment an organisation undertakes when it decides to implement ITSM. It‘s a ...