Improve Service Delivery with ITIL

摘要

While ITIL is large, don't let that deter you from embark ing on a path that promotes and elevates the services your IT team provides. This is a roadmap for implementing ITIL in small IT shops (see the Find Out More box on page 14). I didn't cover all the areas of ITIL because I want to provoke thought and question current practices. The biggest mistake is that companies try to implement too much at once-a sure way to fail. Start small; pick and choose those areas where you can realize the biggest benefits. Solicit input from your users and take any criticisms constructively.