Enterprise ITIL and ITSM
- December 18, 2018
Expert advice on AI problems and rewards dominated our 10 most popular CIO tips on SearchCIO in 2018. Read our summary of the tips and follow the links to the detailed coverage.
- December 14, 2018
SearchCIO's top 2018 blog posts provide a glimpse into how evolving technology and the digital transformation of business processes are influencing CIO strategies.
- September 28, 2018
Credit Suisse and LogMeIn executives provide a glimpse at how external and internal customer service strategies are melding.
- October 31, 2017
In this photo roundup, we chronicle the SearchCIO team's experience at the 2017 Gartner Symposium and highlight some key sessions and themes from the event.
- May 31, 2017
SearchCIO's Instagram snapshot of the 2017 MIT CIO Symposium explores the major sessions and themes of the event.
- August 20, 2015
Don't call Informatica's Ginna Raahauge a CIO; she's a 'CIO-plus.'
- August 13, 2014
At John Deere, two-speed IT enables agile and waterfall development approaches to live side by side.
- June 06, 2014
What are your IT organization's biggest IT service management pain points? Tweet jam participants dish on ITSM problem management.
- June 06, 2014
In this #CIOChat recap, participants discuss why information technology skills gaps are a concern and how to close those holes.
- June 06, 2014
As CIOs invite the newest technologies into their enterprises, they must consider how they will influence their ITSM strategies, #CIOChat-ters say.
- May 20, 2014
Discuss how the future of technology is changing ITSM priorities and how to close the IT skills gap in this month's #CIOChat May 28 at 3 p.m. EDT.
- October 14, 2013
In this roundup of recent stories on the agile organization, readers discuss how to prioritize around agile project management and development.
- September 27, 2013
What's on the minds of CIOs? Here are some musings and technology quotes from the featured IT leaders in September's 'CIO Decisions' e-zine.
- September 23, 2013
Leadership, maturity models and core value streams: How Bose IT has blended Lean Six Sigma and Agile in its SAP environment.
- June 27, 2012
Why one company adopted the IT Infrastructure Library framework when it brought IT back in-house, and the unexpected side benefits for the business.
- May 22, 2012
Measure, analyze and standardize for better line-of-business services delivery.
- January 31, 2012
For Owens Corning CIO David Johns, a shared services model is key to a low-cost, high-value IT and business services delivery strategy.
- January 31, 2012
Last week I wrote about the transformation of banking services into products. This week I want to discuss different types of services--shared services. One of the first technology news stories I ...
- January 17, 2012
Shared services in a virtualized cloud computing environment add complexity to developing a service catalog but don't change its basic purpose.
- January 11, 2012
Definitions and approaches vary, but IT executives are forging ahead with their own takes on shared services to cut costs and serve customers better.
- January 03, 2012
With increasing demand for turn-on-a-dime application provisioning and pressure to control costs, the CIO is taking on the role of IT services broker.
- December 05, 2011
After a recession-fueled spike in 2011, IT budgets are leveling off and focusing on information-driven projects and integrated IT services.
- September 08, 2011
Choosing the right IT services to deliver is the foundation of a winning IT Service Management strategy. ITIL chief architect Sharon Taylor explains.
- August 25, 2011
Expedia's IT infrastructure VP lays out her plan to build a reliable and predictive IT services organization, starting with IT process excellence.
- August 03, 2011
IT executives and experts explain why a hybrid cloud could be the IT services model of the future, and how hybrid IT will change IT as we know it.
- December 10, 2010
When one of Mark Bowker’s clients went to do an IT asset inventory, they couldn’t count how many virtual machines they had … because they couldn’t see them. Bowker, an analyst with Enterprise ...
- November 04, 2010
IT service catalogs are apparently back in vogue. The cloud, in part, is driving this renewed interest. People want to use IT service catalogs to manage cloud services that are delivered to various ...
- September 01, 2010
The IT service catalog is a linchpin of ITSM, but is hard to create and manage. Here an expert advises where to begin, what to avoid and why CIOs should make a catalog a priority.
- August 31, 2010
Some 30 years after it began, the ITIL framework can still furrow the brow. Where do you start? Can you choose between V2 and V3? We get some clarity from two ITIL experts.
- August 26, 2010
A large publishing company in the U.K. is introducing a new IT service catalog as part of its plan to turn the current IT chargeback model on its head. Until this year, the company charged for IT ...
- August 19, 2010
I don't know about you, but to me, ITIL (or IT Infrastructure Library) is a little overwhelming. I'm only looking at using the ITIL framework as an IT service catalog tool, and I get a little lost. ...
- August 04, 2010
CIOs are taking a hybrid approach to the creation of IT and corporate business services, repurposing existing technology and adding new service delivery methods.
- August 03, 2010
CIOs are in a prime position to shape new IT business services and shepherd the enterprise into new markets.
- July 28, 2010
The very traits that made companies successful in the 20th century will cause them to fail in the "new normal," according to futurist John Seely Brown.
- July 21, 2010
ITIL methodologies can bolster IT service delivery and operations, but they can also be a challenge. Learn how to tackle the framework with our roundup of ITIL best practices.
- June 24, 2010
Where does ITIL fit in with SMBs? It seems more organizations are following ITIL best practices in their overall IT operations and service delivery -- creating some form of a service catalog, ...
- June 08, 2010
CIOs can control cloud provisioning with governance around self-service and automation, while embracing an on-demand, "business technology" approach.
- March 11, 2010
IT infrastructure outsourcing and multisourcing benefit when enterprise and vendor have a strong IT Infrastructure Library framework. Learn how to align IT outsourcing and ITIL.
- March 09, 2010
Balanced scorecard framework co-developer Robert Kaplan discusses IT strategy and the ways CIOs can demonstrate the business value of IT.
- March 03, 2010
The open source community has a new addition: an enterprise-level, ITIL-aligned change management tool. Recently unveiled at the Pink Elephant IT Service Management Conference & Expo, ...
- February 12, 2010
Over the past week, IT change management popped up a lot in my interviews with consultants, CIOs and IT managers. No matter what the topic of the discussion was (from new software deployments to ...
- January 26, 2010
Some CIO best practices held steady in the recession, while others have shifted. Test if you've kept up with these quizzes in our self-assessment guide for top IT professionals.
- January 20, 2010
Agile IT can be realized with IT services management best practices and project portfolio management, but IT leaders need to clean house first.
- January 12, 2010
The IT outlook in 2010 for many enterprises is one of pessimism, although, surprisingly, some hard-hit industries report optimism in their IT shops. Get a 2010 outlook with a breakdown by industry.
- December 30, 2009
The value of implementing ITIL best practices is clear to IT, but not always to the business. Find out how some ITIL users increased ITIL adoption in 2009 and get tips for 2010.
- October 28, 2009
The agile methodology is giving development organizations the "speed they need" to respond to changes in the market and bring more value to the business faster. Here's how.
- October 15, 2009
Lean thinking in IT can improve customer satisfaction and business alignment and cut waste, as TransUnion, Harley-Davidson and Flextronics have found. Here's how.
- October 14, 2009
An IT governance strategy for multisourcing activities requires a multi-tier approach with participation throughout the enterprise. Read how NASA learned to govern multisourcing.
- October 01, 2009
Some ITIL implementations stall once IT gets incident, problem and change management under control. Here's what ITIL practitioners advise to keep driving benefits and maturity.
- October 01, 2009
When Barclays Global Investors and Wachovia invested in ITIL, they saw improved efficiencies and huge cost savings. Read their stories here.
- September 16, 2009
The goal of any ITSM program is not purchasing the tool or implementing the processes. Instead, it's about creating an organizational culture that will positively embrace these new best practices.
- September 15, 2009
More mature IT shops are adopting ITIL v3's service portfolio management approach to better manage the service lifecycle and provide business-centric services to the organization.
- September 02, 2009
ITSM and PPM are typically separate disciplines, but integrating them can increase visibility, help with budgeting and more. Learn more about this dynamic duo.
- September 01, 2009
Successful ITIL project leaders are using the Plan-Do-Check-Act cycle to ensure their teams stay motivated, follow the same processes and contribute innovative ideas.
- January 28, 2009
Desktop virtualization can offer midmarket CIOs some great shortcuts -- but it has limitations. An expert who's done 200 virtualization projects discusses it in this Q&A.
- December 02, 2008
Business processes such as Lean Six Sigma and ITIL are better ways to reduce your IT costs than just blindly making cuts, say Forrester experts.
- October 07, 2008
At the EmTech conference at MIT, the mashup of Web 2.0 and Web 3.0 takes center stage, with implicit ramifications for enterprise CIOs.
- June 17, 2008
Allstate has used ITIL to standardize change management and bring IT into alignment with the company's business goals. So far, the process is working.
- June 12, 2008
Blogs, wikis and social networks may be changing the world, but they won't happen at your company without a business case.
- May 22, 2008
Four CIOs at the MIT Sloan Symposium dismiss the gulf between maintaining IT infrastructure and innovation as a false dichotomy and address what's really top of mind: collaboration tools that foster innovation by their people.
- April 03, 2008
Futurist Tom Koulopoulos gives CIOs and CEOs a primer on how to innovate.
- March 12, 2008
An IT Infrastructure Library (ITIL) implementation requires changes for people and processes. Pink Elephant notes the top 10 ITIL deployment mistakes and how to overcome them.
- February 20, 2008
A CIO's commitment to ITIL requires tackling vendors and internal behaviors as well as collaborating among boundary groups.
- January 02, 2008
SearchCIO.com editors take a look at controversial issues facing CIOs. Read them again, if for nothing else but to whet your appetite for a good argument.
- November 13, 2007
Former U.S. Senator Bill Bradley has some advice for his political brethren: Get thee on a social networking site.
- September 18, 2007
ITIL expert Don Cox answers user questions about ITIL Core Practice Book 4: Service Operation.
- September 18, 2007
ITIL expert Rich Schiesser answers user questions about the new ITIL Service Transition Core Practice Book 3.
- September 18, 2007
ITIL expert David Pultorak answers common questions about the new ITIL Service Strategy Core Practice Book 1.
- September 18, 2007
ITIL v3 is finally here and CIOs have questions about the latest version. In his latest column, Brian Johnson addresses the most frequently asked questions about ITIL v3.
- September 06, 2007
Researchers say IT workers are stressed out about keeping their technical skills sharp. Should they suck it up, or do you need to cut them some slack?
- August 29, 2007
In his latest column, Brian Johnson offers tips and advice on how to coordinate the ITIL stakeholders in your organization to successfully meet business requirements by using an IT service design process.
- August 23, 2007
Except for a few glitches navigating through a virtual world, big-name companies such as Accenture and Microsoft find that Second Life is proving itself to be a worthwhile venue for finding future employees.
- June 21, 2007
In his latest column, Brian Johnson reviews the evolution of ITIL and how the focus of the latest version is attracting more nontraditional stakeholders and a stronger need for executive support and group participation.
- June 19, 2007
Just another process? Perhaps. But for one firm, going from no process to being process-centric turned it into a well-tuned IT organization.
- May 30, 2007
The new and expanded ITIL v3, released today, aims to put the emphasis where it belongs: on the business. CIOs especially should take notice.
- May 03, 2007
With enrollment in computer science programs down, CIOs must work with universities to make sure graduating students have the skills they need.
- March 21, 2007
The IT Infrastructure Library, or ITIL, is bringing law and order to the Wild, Wild West of IT services delivery.
- February 02, 2007
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 ...
- February 02, 2007
Kevin Rollins has resigned as CEO of computer giant Dell. Founder and former CEO Michael Dell is stepping back up to the plate.
- November 02, 2006
What's the saying? The road to IT purgatory is paved with good intentions. A solid roadmap can help your company move from a mere success story to innovation central.
- October 26, 2006
Wikis, blogs and other social networking technologies are all the talk, as is the generation gap for CIOs. But is this a real threat to CIOs, or just another issue to delegate?
- September 21, 2006
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.
- August 23, 2006
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.
- July 28, 2006
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 ...
- July 24, 2006
Many companies are investing in third-party or in-house IT service management tools. But how are CIOs measuring their success or failure? Learn about the various ITSM measurement and audit tools available today.
- April 27, 2006
Some organizations are turning to social media formats to communicate with internal and external clients. But columnist Paul Gillin cautions that all this openness can leave you vulnerable to both positive and negative feedback.
- March 22, 2006
Employees watching NCAA games on company time may create countless problems for CIOs. But denying access to the Net is not the answer.
- February 22, 2006
Two CIOs lead the charge with Information Technology Infrastructure Libraries -- the British-born methodology that converts IT from reactive to proactive.
- January 03, 2006
Sarbanes-Oxley? RFID? Governance? Which IT topics did SearchCIO readers click on and check out in 2005? Find out here.
- December 13, 2005
Columnist James Champy has advice for CIOs grappling with change management.
- October 27, 2005
Are you in an executive business school program? One expert says it's critical.
- September 20, 2004
What separates the leaders from the followers? One established leader says there are six qualities that make the difference.
- August 31, 2004
More than half of offshore deals wash up on the shores of failure. David Foote offers up a baker's dozen tips for ensuring success over there.
- June 29, 2004
Virtualization software is winning new fans in IT because it simplifies the process of deploying new applications. And the savings on maintenance and other costs are welcome incentives as well.
- March 17, 2004
If you want a nice, clean working environment, leave the computer and head to the restroom -- it's an operating room compared to your workstation.
- February 23, 2004
You wouldn't run your car until the tires blow out, would you? So why would you run a PC until it melts down? Like a car, preventative maintenance is key. Unlike a car, preventative maintenance for a PC means a replacement.