ITIL Best Practices With Oracle Enterprise Manager 10g and Oracle PeopleSoft Help Desk
Integration and alignment of IT and business goals is one of the key issues facing senior business and IT managers today. By facilitating communication through standardized processes, the ITIL framework can help bridge the gap between IT and the business community. By focusing on the standardization and discipline that ITIL emphasizes, enterprises can reduce the ongoing cost of delivering IT services while improving the quality and consistency of service. Unfortunately, the lack of an integrated solution that supports the ITIL process lifecycle has been a major inhibitor in widespread adoption. IT managers are concerned about adopting point solutions for a single ITIL process that does not seamlessly integrate well with other processes.