Thank you for your response to my last question (“Excluded from an ITIL project,” Advice Line, 7/23/2008). Some more information might help clarify my situation. We’re in a very tight budget cycle.

DENVER – ITIL is about people and changing their behavior. If you can get that message across to your IT staff, you’ve won most of the battle for improved IT processes. This was the major message from ...

Bill Willis was looking for a better way to talk with his customers. As deputy CIO of North Carolina, he needed to know if his organization was doing a good job serving IT users in state government ...

My company is currently looking at ITIL as the end all-be all of process development. Let me explain further that I work for a subsidiary of the parent company, not headquarters. I’m the poor schmuck ...