ITIL, IT Governance & the Managed Service Provider (MSP)
Organizations are adopting ITIL to provide a framework for best practices, and, many of these organizations are seeking out external partners who use complementary, compatible processes. These organizations want to share the same consistent, common language as they contract out and transition a specific area of their IT organization. Consequently, Managed Service Providers (MSPs) are facing mounting pressure from potential customers to demonstrate how their services align with ITIL best practices. This document aims to illustrate and describe the reasons for an MSP to adopt ITIL, as well as some of the pitfalls that an MSP might encounter in the current IT environment.