The effective management of IT requires a finely balanced blend of theory and practice. Theory helps us understand how things work, see patterns and ask the right questions. And practice helps us ...

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 ...

A couple of newsletters ago, I pointed you to a story in Network World about the career pressures network execs are faced with today. The article says there are many advances that net execs find ...

As IT services have become an integral means of conducting business and governing, user expectations for availability, reliability and stability increase. The IT Infrastructure Library (ITIL) ...

Deep in the heartland of America an experiment is under way. The Information Technology Infrastructure Library (ITIL), a set of best practices for IT service management, has begun to take root in the ...

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 ...

As public and private organizations embrace new industry standards and technologies, such as Information Technology Infrastructure Library version 3 (ITIL v3) and configuration management databases ...

Cloud computing has become an increasingly popular means of delivering precious IT enabled business services. Customers and end users access the IT services catalog through self-service portals, using ...

Think about the last time you were in a foreign country and didn’t speak the native language. It’s exhausting and frustrating to not be able to express even the simplest of ideas without resorting to ...

Virgin Blue is implementing a new service management system this month as the airline moves towards adopting the Information Technology Infrastructure Library (ITIL) framework. Virgin Blue general ...

On June 13, Mercury Interactive announced that it is expanding its reach into the IT services management market. The company is tackling the service desk and has acquired PowerHelp IT software from ...

IT service management, or ITSM, certifications have become standard across the technology sector. These certifications can show competency and knowledge related to designing, planning, operating and ...