Is just being good at your job really still enough? For a long time, it was only results that mattered. As long as you delivered those, people tended not to be overly concerned about how the job got ...

Agile service management means applying the agile mindset to IT service management, a concept that is as simple as that. Take into account, though, that this is not something that has often been done ...

The state of Michigan’s gradual rollout of ITIL’s best practices has eased growing pains. How do you convince your network and IT professionals to adopt “best practices” when they think they already ...

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 ...

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 ...

The identification, management and resolution of problems that affect the quality and efficiency of service provision are absolutely crucial in IT services that underpin critical business operations. ...

Listen to the podcast. Find it on iTunes/iPod and Podcast.com. View a full transcript, or download the transcript. Learn more. Sponsor: Hewlett Packard. Free Offer: Get a complimentary copy of the new ...