I see this thread started in 2005, but in hopes that the offer is still available...
At Yale University, our Client Support organization has begun using ITIL framework for process improvement. We have enumerated our standard operating procedures and processes and are working to improve them.
We have been successful thus far, as other parts of the IT organization are now doing the same and joining our process improvement project.
Please send to
Adriene Radcliffe
Yale Unversity, ITS Client Support
100 Church Street South, Suite 214
New Haven CT 06519
[email protected]