IT Service Management Enters New Productivity Chapter for Enterprises With Arrival of ITIL v3

Information Technology Service Management (ITSM) -- how IT is delivered inside an enterprise as a service -- and a related area, the quickly evolving Information Technology Infrastructure Library (ITIL), form complementary trends that are helping to mature IT as a customer-focused, quality-of-service activity. IT departments are under mounting pressure -- cost reduction, competitiveness of internal IT compared to outsourced services, regulatory compliance, application and infrastructure modernization -- that demands that IT processes come under better control. At the same time, IT departments must show more value to the business, to be more a...