ITIL is a framework of best practices to deliver IT services. ITIL’s systematic approach to ITSM can help businesses manage ...

Due to the complex and interconnected nature of the IT environment, even simple changes, if they fail, can seriously affect organizations. And with business increasingly dependent on IT, the failures ...

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 ...

As public-sector organizations look to improve their IT processes and IT Service Management (ITSM) maturity, many are implementing ITIL best practices. ITIL stands for Information Technology ...

Help desk operations are no small matter at JPMorgan Chase, which runs seven sites that handle some 3 million IT service calls per year. Following its 2004 merger with Bank One and the end of its $5 ...