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 ...

Every now and then, there's discussion about the differences and similarities between service oriented architecture and Agile development methodologies. Intuitively, they seem to have the same modus ...

Agile service management means applying the agile mindset to IT service management, a concept that is as simple as that. Take into account, though, that this is not something that has often been done ...

The goal of ITIL is for organizations to create predictable IT environments, and deliver the best service possible to customers and clients by streamlining processes and identifying opportunities to ...

Half the battle with properly managing IT infrastructure and applications is adhering to best practices. The other half? Putting technology in place to automate, monitor and speed problem resolution.

Maurice Kamgaing has long been recognized as a thought leader in the IT service sector, but his latest contributions are nothing short of revolutionary. By integrating ITSM frameworks with ITSI, ...

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 ...