The IT Infrastructure Library a set of management best practices that has long been popular in Europe, finally is starting to make waves in the U.S. Some U.S. organizations such as Procter & Gamble have used ITIL to great effect, letting them slash IT spending by tens of millions of dollars and boost IT service delivery But many more outfits are only now turning to ITIL, largely in response to corporate demands to do more with smaller staffs and stingy capital budgets. The framework consists of a set of books (also available on CDs) that outline in great detail the steps needed to perform incident, change, configuration and problem management, and about a dozen other IT disciplines. ITIL helps network managers set processes and better document IT actions for future audits, such as those related to new government compliance rules.
展开▼
