With the growing interest in adopting best practices across IT departments, particularly according to standards such as the Information Technology Infrastructure Library (ITIL), many organizations are ...

Over the last two decades, ITIL has become the de-facto industry standard for managing IT services. IT service management tools and processes were developed and implemented to execute ITIL standards.

I got a fair amount of correspondence to the first newsletter in which I wrote about analytics and the configuration management database. All of the feedback was positive and largely echoed my belief ...