Streamlining the IT operations of two newly merged companies is not easy. So, when the newly appointed CIO of one such merged company, MeadWestvaco, found himself with problems of enforcing a set of common business processes, he turned to Information Technology Infrastructure Library--a best practices approach developed by the British government two decades ago.
Within four months, his team developed a plan to rebuild their IT department using the ITIL framework. In the next couple of years, his company eliminated more than $100,000 annually in IT maintenance contracts and achieved a 10 percent gain in operational stability.
Initially developed as a catalog of best practices for the British government IT departments, ITIL has become one of the most widely accepted approaches to IT service management. Published in a series of books (hence the term library), ITIL provides an extensive set of management procedures to facilitate the delivery of IT services. It describes major IT practices with comprehensive checklists, tasks, procedures and responsibilities covering the activities for the delivery of IT services.
The IT service management approach delivers value to customers, whereby the customers get the desired outcome from the IT systems without the ownership of specific costs and risks associated with developing and maintaining IT systems. ITIL provides an integrated,
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