Title: The Information Technology Infrastructure
Library: A Must Have for IS&T Departments
Abstract: The
Information Technology Infrastructure Library (ITIL) was developed as a best
practice set of guidelines, procedures and processes aimed at improving IS&T
service management within an organization. This paper aims to determine whether
organizations that implement ITIL achieve the desired improvements in IS&T
service management. The IT popular press, ITIL related web sites and industry
white papers have formed the basis for this investigation. After defining
the ITIL framework, the factors that drive organizations to adopt ITIL, and
the benefits to be gained and the challenges faced when implementing ITIL
are presented. Examples of successful ITIL initiatives are also detailed.
The paper concludes by drawing on these areas to support the premise that
ITIL does have the desired effect for those IS&T departments that take
the time to implement this best practice framework and suggests areas for
future research.
Authors: Alan
Sixsmith and Jason Glasby