The IT Infrastructure Library, a set of management best practices that has long been popular in Europe, finally is starting to make waves in the U.S. The IT Infrastructure Library, a set of management ...

Network management is a complex topic. In today's diverse networking infrastructure, the network has to handle more instances of unified communications, video, and virtualization. The role of 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 ...

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 ...

When you work with electrical devices and technology on a daily basis, you can find that incidents and faults can happen throughout the working day. Some of the faults or incidents that occur can be ...

Help desk operations are no small matter at JPMorgan Chase, which runs seven sites that handle some 3 million IT service calls per year. Following its 2004 merger with Bank One and the end of its $5 ...