Bill Willis was looking for a better way to talk with his customers. As deputy CIO of North Carolina, he needed to know if his organization was doing a good job serving IT users in state government ...

Deep in the heartland of America an experiment is under way. The Information Technology Infrastructure Library (ITIL), a set of best practices for IT service management, has begun to take root in the ...

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 ...

For many local CIOs, the term IT infrastructure library (ITIL) sounds more like another acronym-based concept for vendors to pitch new and puzzling products. But ITIL is no longer a buzzword. It has ...

Want to know how companies such as DHL, General Motors and Nationwide Insurance achieve operational excellence, maintain high levels of IT efficiency and keep their systems compliant with myriad ...

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, ...

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--KACE™, the leading systems management appliance company, today announced its KBOX™ Systems Management Appliance now offers significantly enhanced support for ...

As IT becomes increasingly automated under the new data center architecture, more companies are embracing best-practices procedures outlined in formal IT frameworks. At stake are service quality, ...