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 ...

IT can no longer deliver services based on technology fiefdoms or silos as it has in the past. This practice is dead. Organizations that refuse to accept it will either dissolve, get outsourced, or ...

The following excerpt on the lifecycle of an incident of service support comes from the IT Infrastructure Library’s book Service Delivery (published by The Stationery Office). It demonstrates the ...

As IT becomes increasingly automated under the new data center architecture, more companies are embracing best-practices procedures outlined in formal IT frameworks. At stake are service quality, ...

Today, we continue our discussion of ITIL, the IT Infrastructure Library, and describe which of its two components – service delivery and service support – is of primary interest to IT organizations.