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 ...

In 1944, the CIA’s precursor, the Office of Strategic Services, distributed the Simple Sabotage Field Manual, a pamphlet containing instructions on how Allied sympathizers in Nazi Germany might weaken ...

Over the last two decades, ITIL has become the de-facto industry standard for managing IT services. IT service management tools and processes were developed and implemented to execute ITIL standards.

Paul Wohlleben, a former federal CIO, consults in the federal sector. E-mail him at paul.wohlleben@gmail.com, or visit his blog at www.businessofinfotech.blogspot.com. With some frequency, new ...

For every successful IT Infrastructure Library (ITIL) implementation, there’s (at least) one that doesn’t go so well. Resistance to the structure imposed by ITIL, from business users and/or IT staff, ...

As public-sector organizations look to improve their IT processes and IT Service Management (ITSM) maturity, many are implementing ITIL best practices. ITIL stands for Information Technology ...

As IT services have become an integral means of conducting business and governing, user expectations for availability, reliability and stability increase. The IT Infrastructure Library (ITIL) ...

Public-sector CIOs are taking notice of the rapid rate at which private industry is adopting IT Infrastructure Library (ITIL) best practices. The latest set of best practices, known as ITIL V3, with ...

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 ...

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 ...

The IT Infrastructure Library (ITIL) "should be a strong requisite" for companies looking to improve outsourcing relationships, according to a Hewlett-Packard executive. Developed by the U.K. Treasury ...

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 ...