The Art of Service today announced it has become one of the first organizations to receive worldwide accreditation for a new integrated ITIL® certification course that will enable practitioners to ...

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 ...

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 ...

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.

Today, we continue our discussion of ITIL, the IT Infrastructure Library, and describe which of its two components – service delivery and service support – is of primary interest to IT organizations.

It’s no secret that the technology needs of small to midsized businesses are often left unmet. For most SMBs, budgets are lower, IT staff is limited and overtaxed, and strategic planning is secondary.