By Andrew Graf, Chief Product Strategist, TeamDynamix First developed in the 1980’s, the IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for IT service management (ITSM). Since its introduction, ITIL continues to evolve. Today, it includes five books, each covering a different ITSM lifecycle stage. These stages include […]

Raleigh’s IT team wanted to improve user experiences, said Spencer Smith, applications manager for the City of Raleigh, at ServiceNow’s Knowledge 19 Conference in May. The city consolidated seven IT departments into one ServiceNow enterprise IT service management (ITSM) platform. They took a grassroots approach, letting each success help build momentum.