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 ...

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 ...

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 ...

On May 30, the U.K.’s Office of Government Commerce replaced the current eight-book ITIL library – a set of rules for how to deliver IT services more efficiently by improving management processes ...

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 ...

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 ...

Last week I referenced a 2004 Enterprise Management Associates study of 48 IT managers where 71% of the participants had begun to use the IT Infrastructure Library, or ITIL. This growth trend is not ...

Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

Robotic solutions have advanced rapidly and reached a tipping point—they’re no longer just prototypes, but practical, cost-effective tools capable of handling repetitive and even complex tasks in real ...