As IT services have become an integral means of conducting business and governing, user expectations for availability, reliability and stability increase. The IT Infrastructure Library (ITIL) ...

Paul Wohlleben, a former federal CIO, consults in the federal sector. E-mail him at [email protected], or visit his blog at www.businessofinfotech.blogspot.com. With some frequency, new ...

Some process improvement projects and best practice frameworks such as ITIL and COBIT can do more harm than good–particularly when implemented by third-party IT service providers. IT governance has ...

It seemed a reasonable approach at the time. Whenever a server went down, the IT operations people at The Procter & Gamble Co. tried to figure out why. They did root-cause analysis in order to ...