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 ...

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 ...

Various ITSM frameworks guide IT operations practices around governance, methodology, system design and software lifecycles. The IT Infrastructure Library -- known as ITIL -- is a well-established ...

Ohio State University is using the ITIL service-management framework to help IT maintain its customer focus and improve key operations. When Bob Gribben, director of service operations in the Office ...

Recently a colleague of mine had an interesting conversation with a the service delivery manager for a well known IT company. The discussion turned to customer experience management and the service ...

The Service Strategy book provides a view of ITIL that aligns business and information technology. It specifies that each stage of the service lifecycle must stay focused upon the business case, with ...

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Developers of the IT Infrastructure Library plan to publicly release on May 30 the second large revision of the best practice framework. Here are some questions and answers to help explain the role ...