The Casewise Visual Process Model for ITIL is a portfolio of fully mapped, visual business process models depicting all the guidance from each of the five new ITIL version 3 and eight ITIL version 2 ...

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 ...

ITIL is an acronym that some CIOs don’t understand well. If they’re aware of the IT Infrastructure Library, it’s in the context of two of the library’s books that provide guidance on improving help ...

ITIL, known as the Information Technology Infrastructure Library, is a collection of detailed service practices for the IT management sector that focuses on delivery in line with the customers and ...

What’s beneath all the buzz about ITIL? Like many hot topics, people have gotten so excited about ITIL (IT Infrastructure Library) that they think it’s the answer to everything. In some circles, ...

In a recent newsletter, we pointed out that poor WAN management processes cause the majority of WAN outages. We also noted that in spite of this fact, most network organizations focus much more on ...

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 ...

Agile has become increasingly popular and is now a major force in the development world. It originated from the development world, of course, ad is gaining dominance in other domains. Service ...

Early adopters have mostly high praise for ITIL Version 3. It is broader, deeper and better organized, and users say its "life-cycle" approach to IT service delivery is a major improvement over ...

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 ...