With the rise of anything good – and the inevitable industry hype that accompanies it – there can be potential dangers. Understanding ITIL means taking a realistic look at what it is and what it ...

ITIL is for big business, right? Not necessarily. Although larger IT organizations are more usually associated with ITIL implementations (See The Practical Value of the IT Infrastructure Library), ...

The Holistic Approach Individual ITIL processes do not exist in a vacuum. The greatest value to be gained from the ITIL framework comes from the interconnecting nature of the processes and much of ...

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 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 ...