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:
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?