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) ...

A couple of newsletters ago, I pointed you to a story in Network World about the career pressures network execs are faced with today. The article says there are many advances that net execs find ...

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 ...

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 ...