Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

Meta Group's weekly Client Advisor newsletter (client registration required) comments on ITIL progress in the US: The IT Infrastructure Library (ITIL) process framework, specifically the IT Service ...

The Medical University of South Carolina was charged recently by its leadership and state leaders to expand its telehealth portfolio and rapidly develop new services. That goal was helped along by ...

Developers of the IT Infrastructure Library plan to publicly release on May 30 the second large revision of the best practice framework. Here are some questions and answers to help explain the role ...

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 ...