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 ...

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 ...

The identification, management and resolution of problems that affect the quality and efficiency of service provision are absolutely crucial in IT services that underpin critical business operations. ...

The state of Michigan’s gradual rollout of ITIL’s best practices has eased growing pains. How do you convince your network and IT professionals to adopt “best practices” when they think they already ...

When well-executed, ITIL can focus an IT organization on business strategy. But ITIL's processes are only effective if your staff adopts them. If you’re considering ITIL or have already launched down ...

It seemed a reasonable approach at the time. Whenever a server went down, the IT operations people at The Procter & Gamble Co. tried to figure out why. They did root-cause analysis in order to ...