ITIL: 4 Experts Share Keys to Success

Proponents of the Information Technology Infrastructure Library, or ITIL, are promoting the framework as a way to boost discipline in technology operations, and adopt a common vocabulary for discussing quality of service and establishing metrics. Where should you begin?

Four experts offer tips on implementing the ITIL framework:

  • Jean Ritala, I.T. support services manager at Mystic Lake Casino Hotel in Prior Lake, Minn., and president of I.T. Service Management Forum USA, a membership organization
  • Suresh Kumar, chief information officer at the Bank of New York’s Pershing subsidiary
  • Ed Holub, research director of I.T. operations management at consultancy Gartner
  • Robert Stroud, a member of I.T. Service Management Forum USA’s board and director of brand strategy in CA’s business service optimization unit

    Other Articles from Baseline on ITIL

    Primer: I.T. Infrastructure Library
    What is ITIL? How is it organized? And who uses it?Baseline technology editor David Carr provides an overview of this topic.

    ITIL Case Study: Bank of New York
    The Information Technology Infrastructure Library helped the Bank of New York define, measure, track and investigate service outages. But did ITIL actually improve service?

    Additional Resources

  • I.T. Service Management Forum, an association representing people interested in I.T. service management, including ITIL. Members include technology users and vendors.
  • United Kingdom’s Office of Government Commerce is the organization that first developed the I.T. Infrastructure Library in the 1980s. It’s now working to update the guidelines. The library is available in print and on CD-ROM.
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