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.

As the ITSM sector has evolved, ITIL framework has become universally accepted as the best way to ensure ITSM tools are implemented in a manner that delivers immediate value, while also ensuring that ...

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 ...

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 ...

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 ...

When well-executed, ITIL can focus an IT organization on business strategy. But ITIL's processes are only effective if your staff adopts them. If you’re considering ITIL or have already launched down ...

Want to know how companies such as DHL, General Motors and Nationwide Insurance achieve operational excellence, maintain high levels of IT efficiency and keep their systems compliant with myriad ...

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 ...