Bill Willis was looking for a better way to talk with his customers. As deputy CIO of North Carolina, he needed to know if his organization was doing a good job serving IT users in state government ...

As public-sector organizations look to improve their IT processes and IT Service Management (ITSM) maturity, many are implementing ITIL best practices. ITIL stands for Information Technology ...

In a recent newsletter, we pointed out that poor WAN management processes cause the majority of WAN outages. We also noted that in spite of this fact, most network organizations focus much more on ...

DENVER – ITIL is about people and changing their behavior. If you can get that message across to your IT staff, you’ve won most of the battle for improved IT processes. This was the major message from ...