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 ...

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. ...

The goal of ITIL is for organizations to create predictable IT environments, and deliver the best service possible to customers and clients by streamlining processes and identifying opportunities to ...

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 ...