As far as British imports go, the IT Infrastructure Library (ITIL) may not be as big as the Beatles. But the methodology is gaining adherents among CIOs who want to better manage the quality of the services they deliver.ITIL, which was developed by the British government and is now under the aegis of its Office of Government Commerce (www.ogc.gov.uk), comprises a set of best practices for IT service management, addressing such areas as service delivery, service support, service-management implementation, infrastructure management, applications management and business perspective.In the United States, interest in the library has grown steadily. Corporate and individual membership in the IT Service Management Forum (www.itsmf.net), for example, has increased from 50 members in 1998 to about 15,000 individual members, and attendance at the group’s conferences is increasing by 25 percent each year, says spokeswoman Cynthia Hamm. (The forum meets next in Long Beach, Calif., from Sept. 22 through Oct. 2, 2004.) One of ITIL’s most popular features among CIOs is its use of service-level agreements (SLAs) to ensure that IT and its clients have a mutually agreed-upon way to deliver and monitor the quality of service. Steve Bittinger, a Gartner research director, says IT groups that were pressed to cut costs and sign SLAs find the library useful. “ITIL provides a starting point for process definition for those organizations whose internal processes may need improvement.” Paper-products giant MeadWestvaco is about six months into an ITIL initiative that James McGrane, CIO and vice president of enterprise information solutions, hopes will help information techology personnel understand the role they play in a process-based organization.”We’re working out service-level agreements with our business partners,” he reports. “They can use these clear metrics to judge our performance.”For his part, McGrane is a big proponent of focusing on processes?rather than raw technology?to gain efficiency. “I believe in process work. In effect, you’re managing outcomes?not tasks. Disciplined processes allow us to introduce change into the organization and become more agile.” Related content brandpost Sponsored by SAP What goes well with Viña Concha y Toro wines? Meat, fish, poultry, and SAP Viña Concha y Toro, a wine producer that distributes to more than 140 countries worldwide, paired its operation with the SAP Business Technology Platform to enhance its operation and product. By Tom Caldecott, SAP Contributor Dec 04, 2023 4 mins Digital Transformation brandpost Sponsored by Azul How to maximize ROI by choosing the right Java partner for your organization Choosing the right Java provider is a critical decision that can have a significant impact on your organization’s success. By asking the right questions and considering the total cost of ownership, you can ensure that you choose the best Java p By Scott Sellers Dec 04, 2023 5 mins Application Management brandpost Sponsored by DataStax Ask yourself: How can genAI put your content to work? Generative AI applications can readily be built against the documents, emails, meeting transcripts, and other content that knowledge workers produce as a matter of course. By Bryan Kirschner Dec 04, 2023 5 mins Machine Learning Artificial Intelligence feature The CIO’s new role: Orchestrator-in-chief CIOs have unique insight into everything that happens in a company. Some are using that insight to take on a more strategic role. By Minda Zetlin Dec 04, 2023 12 mins CIO C-Suite Business IT Alignment Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe