With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well. IT service management (ITSM) is nothing new.

With internal auditors breathing down their necks over compliance and security issues, many large companies are eager for help organizing IT operations infrastructure. That helps explain the ...

The goal of ITIL is for organizations to create predictable IT environments, and deliver the best service possible to customers and clients by streamlining processes and identifying opportunities to ...