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The IT Infrastructure Library (ITIL) is becoming the de facto standard for IT service management. ITIL offers enterprises a structured and scalable series of best practices to improve the delivery of IT services. It affords benefits such as increased process efficiencies, cost savings, improved service quality, and better customer service.
IT managers and CIOs considering an implementation of ITIL processes must first determine which service management areas within the enterprise actually need ITIL's help. Specifically, this note helps IT decision makers evaluate the process maturity of IT service delivery in two ways:
- Reviews the enterprise's current state against a maturity model.
- Uses a downloadable tool to review specific needs within the enterprise.
Understanding the maturity model is critical to determining whether or not the enterprise needs ITIL to improve service management. Use maturity definitions and activity descriptions as a way to grade internal service management processes against ITIL's best practices.