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.

The ITIL framework – the acronym being retained from its former description of Information Technology Infrastructure Library – is focused on aligning IT services with the needs of businesses, ...

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 ...