7 Things You Should Know About ITIL
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Sources(s): EDUCAUSE Publications Collection(s): EDUCAUSE 7 Things You Should Know
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Abstract
The Information Technology Infrastructure Library (ITIL) is a framework for guiding the design and delivery of IT services. In the same way that an organization might have standards for project management or information security, ITIL sets forth a set of best practices and recommendations for managing IT. The ITIL approach to IT service delivery potentially brings a range of benefits, including improved communication, both within an IT organization and with other campus constituents; improved IT services and increased user satisfaction; greater productivity; and reduced costs. Key to ITIL is the notion that what’s at issue is not the delivery of technology but the delivery of services. ITIL is designed to shift the focus from system management, which is concerned with technology tools and infrastructure, to service management, which considers the user’s perspective on what those IT systems do.