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 ...

Public-sector CIOs are taking notice of the rapid rate at which private industry is adopting IT Infrastructure Library (ITIL) best practices. The latest set of best practices, known as ITIL V3, with ...

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.

A couple of years back, I had the privilege of working on a project that delivered ‘service desk’ services to the U.S. military. I came in as the owner of service design and, to be honest, at the time ...