IDG Contributor Network: Revitalizing ITSM with a new ITIL framework

IT service management (ITSM) is nothing new. However, it is still the proven approach for ensuring the right processes, people and technology are in place for the IT department to support the business. The IT infrastructure library (ITIL), which was originally developed in the 1980s (with updates to the framework in 2001, 2007 and 2011) is commonly the de facto framework for implementing ITSM. This year, ITIL is expected to get enhanced, with a new version of the framework and best practices be