It’s been nearly a year since Version 3 of the IT Infrastructure Library (ITIL) came out. The update to ITIL, a framework for best practices in IT service delivery, was intended to sharpen its focus ...

Many companies liked that approach, saying it gave them freedom to adapt ITIL to their unique situations, but others complained that it left too much to the imagination. In 2000, Microsoft Corp. put ...

Both the Information Technology Infrastructure Library (ITIL) and the Microsoft Operations Framework are great blueprints for IT success. Their implementations could be complicated by unforeseen ...

ITIL IT service-management best-practice framework in use in a majority of IT shops worldwide, but not necessarily the panacea adopters expected. Many IT organizations working to improve IT service ...