Overview of IT Service Managment Using the IT Infrastructure Library (ITIL)
Source: Global Knowledge
This white paper introduces managers with an interest in information technology to the ITIL. You will become familiar with ITIL processes and understand where ITIL fits within your organization. You will be able to identify the benefits available from ITIL and craft a high-level business case for ITIL adoption in your organization. This paper first describes the context for ITIL, what it is, and how it works, and then describes the benefits others have found from ITIL adoption. Along the way, you'll be exposed to the issues faced by IT managers and their business units, realize how IT commoditization offers an opportunity to excel, and learn how to achieve strategic benefit through operational excellence.