Justifying ITIL

By David Pultorak and Peter Quagliariello

It is tough to argue with ITIL in principle. Even those with modest experience in IT operations recognize the sensibility of IT Service Management and ITIL. It is prudent to run IT as a service business; it is practical to have clearly articulated commitments between IT providers and their customers; it is reasonable that sound and repeatable processes are required to consistently deliver on obligations.

While ITIL's intangible benefits are clear and straightforward, tangible and measurable benefits ascribed to ITIL adoption are not always readily apparent. Specifically, the direct financial benefits of ITIL implementation-the benefits most people seem concerned with nowadays, are often difficult to calculate.

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