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Many IT organizations are turning to the IT Infrastructure Library (ITIL) for guidance in getting the most value from IT service management processes. Process integration is one of the central themes of ITIL. This approach facilitates seamless workflow within and across functional groups in an end-to-end, closed-loop manner. As a result, efficiency increases and the service support staff is more productive, and that drives down costs. To enable these capabilities, one must create an underlying foundation of tightly integrated service support solutions that share a single data store. The fastest and surest way to create such a foundation is with an integrated suite of service support solutions that have been developed together on a single architecture.
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