These days everyone seems to be defined as a customer. Indeed, it`s the one thing that unites a bank account-holder, an online shopper and even an end-user of a corporate IT system. And the one thing ...

Today, we continue our discussion of ITIL, the IT Infrastructure Library, and describe which of its two components – service delivery and service support – is of primary interest to IT organizations.

The Information Technology Infrastructure Library (ITIL) is a set of best practices for improving and aligning IT services to business needs. ITIL processes provide various key performance indicators ...

ITSM and ITIL came to life for me in the 2000s. Concepts such as availability management, service continuity management, change management and problem management appealed to me because they focused on ...