Enterprise ITIL and ITSM

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  • ITIL V3 a 'substantial update' in approach to IT services

    The new and expanded ITIL v3, released today, aims to put the emphasis where it belongs: on the business. CIOs especially should take notice. 

  • ITIL process success: Get people on your side

    Executive and employee support can be the biggest barriers to ITIL process adoption. In his latest column, Brian Johnson offers advice on how to secure executive support and appoint ITIL champions to lead your internal campaign. 

  • ITIL: Not just for bookworms

    The IT Infrastructure Library, or ITIL, is bringing law and order to the Wild, Wild West of IT services delivery. 

  • Change management: A better starting point for ITIL

    Many IT organizations begin their ITIL implementations using the incident management module. However, industry expert Brian Johnson suggests that starting with change management instead can actually help improve alignment and add more value to the bu... 

  • The FAQs on ITIL version 3

    Version 3 of the IT Infrastructure Library (ITIL) is in the works and will be published in late spring 2007. This updated version will focus more on service design, versus process. In his latest column, ITIL expert Brian Johnson answers some FAQs abo... 

  • Five steps to creating an ITIL-friendly corporate culture

    Achieving ITIL success is just as much about people as it is about technology. ITIL expert Brian Johnson offers advice on how to get employees to positively embrace a new ITIL culture. 

  • A practical approach to implementing ITIL practices

    ITIL is most effective when not implemented "by the book." ITIL expert Brian Johnson discusses the practical and "less practical" approaches to successfully implementing ITIL into your organization. 

  • Adapting ITIL to small and midsized enterprises

    IT service management is a key weapon in the war to make IT more responsive to the business users it serves. Learn how to adapt ITIL to a small or midsized enterprise. 

  • ITIL

    The ITIL (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology (

  • CMDB, ITIL: Keeping track of IT assets

    Too many companies today don't have an accurate IT asset management system, and therefore are underutilizing systems and being unproductive. A CMDB framework, used in support with an ITIL project, can provide databases and analysis tools to help IT o...