ITIL

A large metropolitan County in California comprises 43 departments, and each department relies heavily upon the Information Systems Department to support its needs. In a concerted effort to reduce the costs of IT and to reorganize its internal IT department as a service-oriented business rather than a traditional cost center, management built a five year plan to implement better IT Service Management guidelines across the organization.

An Information Technology division of just over 120 staffed employees manages technology for a private University with over 16,000 enrolled students on multiple campuses. The management believed that ITIL was not just for large enterprises, but through proper implementation, many portions of the framework could be applied to improve its existing processes in IT. After an analysis of the internal processes, the University noticed that its Change processes were not being managed properly. The University’s engineers were sometimes changing production environments without adequate approvals, and often software changes were causing major incidents throughout the enterprise.