ITIL-the next big thing in service management

Flood, Gary
October 2004
IT Training;Oct2004, p34
Trade Publication
The article informs that a library of best practice information technology (IT) procedures puts the holy grail of full service management within people's reach. There are important developments IT training managers need to get to grips with. The Information Technology Infrastructure Library (ITIL) is in many ways a sort of peculiar British success story, it turns out. In the late 1980s the government's Central Computer and Telecommunications Agency, developed a 10-volume library of best practice guidelines to help IT managers better automate their approach to offering services to their internal customers. Grassroots interest in ITIL has been gaining momentum and it's now believed there are more than 100,000 ITIL-certified professionals and consultants worldwide, all using ITIL as a bedrock for getting nearer that service automation goal.


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