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 ...

Meta Group's weekly Client Advisor newsletter (client registration required) comments on ITIL progress in the US: The IT Infrastructure Library (ITIL) process framework, specifically the IT Service ...

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 ...

As public-sector organizations look to improve their IT processes and IT Service Management (ITSM) maturity, many are implementing ITIL best practices. ITIL stands for Information Technology ...

Industry watchers and IT managers say implementing the best practices laid out in ITIL can streamline IT operations and reduce costs, lower risk, and ensure that enterprisewide security policies are ...

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 ...

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 ...