Roughly two years ago we wrote a newsletter on the potential use of IT Infrastructure Library (ITIL) to, among other things, improve WAN management. ITIL was originally defined in the 1990s by the U.K ...
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 ...
• Start small. Don’t tackle more than two or three ITIL components at one time. • Assess your current practices to find pain points and develop baseline metrics. • Implement incident management — the ...
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