The identification, management and resolution of problems that affect the quality and efficiency of service provision are absolutely crucial in IT services that underpin critical business operations. ...

Is just being good at your job really still enough? For a long time, it was only results that mattered. As long as you delivered those, people tended not to be overly concerned about how the job got ...

Network management is a complex topic. In today's diverse networking infrastructure, the network has to handle more instances of unified communications, video, and virtualization. The role of the ...

Half the battle with properly managing IT infrastructure and applications is adhering to best practices. The other half? Putting technology in place to automate, monitor and speed problem resolution.

Due to the complex and interconnected nature of the IT environment, even simple changes, if they fail, can seriously affect organizations. And with business increasingly dependent on IT, the failures ...

Read complete transcript of the discussion. Find it on iTunes/iPod. Learn more. Sponsor: LogLogic. Implementing best practices from the the Information Technology Infrastructure Library (ITIL) has ...

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 ...

Help desk operations are no small matter at JPMorgan Chase, which runs seven sites that handle some 3 million IT service calls per year. Following its 2004 merger with Bank One and the end of its $5 ...

Enterprise IT managers expect to deploy more automation technologies and adopt best practice frameworks in an effort to better keep virtualization, service-oriented architecture and Web 2.0 ...