On June 13, Mercury Interactive announced that it is expanding its reach into the IT services management market. The company is tackling the service desk and has acquired PowerHelp IT software from ...

Ohio State University is using the ITIL service-management framework to help IT maintain its customer focus and improve key operations. When Bob Gribben, director of service operations in the Office ...

The effective management of IT requires a finely balanced blend of theory and practice. Theory helps us understand how things work, see patterns and ask the right questions. And practice helps us ...

It’s been nearly a year since Version 3 of the IT Infrastructure Library (ITIL) came out. The update to ITIL, a framework for best practices in IT service delivery, was intended to sharpen its focus ...

anticipated keynote address at the IT Service Management Forum's national conference in Salt Lake City, Utah on September 19. The ITIL Refresh will place great emphasis on IT-business alignment and ...

Cloud computing has become an increasingly popular means of delivering precious IT enabled business services. Customers and end users access the IT services catalog through self-service portals, using ...

IT service management, or ITSM, certifications have become standard across the technology sector. These certifications can show competency and knowledge related to designing, planning, operating and ...