We’ve all been paying attention to the IT Infrastructure Library as it pertains to managing IT services. But the Gold Book – or ITIL’s guide for application management – is not so familiar or even ...

Last week we described the confusing world of management frameworks and concluded that the two big approaches are TMN if you are running a carrier network and ITIL if you are running an enterprise ...

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 ...

If you’ve done your research into current IT certifications, you’ll see that Information Technology Infrastructure Library, or ITIL, is near the top of many lists. ITIL methods are designed to help ...

The ITIL 4 Foundation guide describes one of the most significant challenges with IT support as the “watermelon SLA effect”. It refers to a mismatch between the service provider’s perception of its ...