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CIOs Checking Out Best-Practices Library

The British IT Infrastructure Library (ITIL) is gaining fans among American CIOs who are using it as a benchmarking resource.
Jun 2, 2004

ITSM Watch Staff

By Tracy Mayor
As far as British imports go, the IT Infrastructure Library (ITIL) may not be as big as the Beatles. But the methodology is gaining adherents among CIOs who want to better manage the quality of the services they deliver.

One of ITIL's most popular features among CIOs is its use of service-level agreements (SLAs) to ensure that IT and its clients have a mutually agreed-upon way to deliver and monitor the quality of service. Steve Bittinger, a Gartner research director, says IT groups that were pressed to cut costs and sign SLAs find the library useful. "ITIL provides a starting point for process definition for those organizations whose internal processes may need improvement."

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