CHICAGO — The word on GuideStone Financial Resources’ help desk could be summed up by what company employees called it: “the helpless desk.” Not only was the moniker unflattering, it reflected ...

What is ITSM (IT service management)? Your email has been sent This ITSM guide covers how IT service management evolved from ITIL, along with an overview of the ITIL life cycle and the many IT service ...

As a term, business service management (BSM) was first included in the 2007 version of Information Technology Infrastructure Library (ITIL), where its definition was “the management of business ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...