Seven keys to implementing an ITIL framework

Overview The IT Infrastructure Library, a group of standards for service, has gained acceptance as a nonproprietary framework for IT projects. Here's a look at how you can integrate ITIL into your organization.

Today's business environment demands that IT be more attentive to customer requests by delivering quality solutions and aligning with the business objectives, focusing on service management. One popular strategy for improving IT service management is to implement IT Infrastructure Library (ITIL) best practices. Although the overall implementation of these best practices won't happen overnight, these seven steps will guide you through the process required to make the transition.

Your starting point is to assess the activities of the IT organization to determine how well it's doing. The Office of Government Commerce (OGC), which owns ITIL, provides online resources you can use for this assessment. Once you've worked through the steps that follow, which include gap analysis, goal setting, choosing a process, and measuring results, you can work to refine the process as part of an ongoing improvement effort.

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