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 ...

The Medical University of South Carolina was charged recently by its leadership and state leaders to expand its telehealth portfolio and rapidly develop new services. That goal was helped along by ...

With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well. IT service management (ITSM) is nothing new.

The IT Infrastructure Library, or ITIL, turns 20 this year after launching in 1989 in the U.K. Now American IT departments and vendors embrace the best practice import. IT management practitioners ...

Growing up in a rural area meant that you often picked up local “idioms” as part of your language. Words such as ain’t, if’n and y’all were part of my everyday speech. One of my local idioms was ...

Ohio State University is using the ITIL service-management framework to help IT maintain its customer focus and improve key operations. When Bob Gribben, director of service operations in the Office ...

CIOs have a new mandate from CEOs: Accelerate innovation and growth as a business-driven thought leader rather than a caretaker of technology. This paradigm shift requires changes in how IT teams work ...

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 ...

IT Infrastructure Library (ITIL) is an IT service management framework that helps businesses improve service processes — and it’s a valuable skill for your resume. The average salary for an IT ...

Analysts, consultants and IT managers are all clear that the next three to five years will see widespread use of the IT service management framework Itil across local government. Simon Mingay, ...