ITIL has become the most broadly adopted standard for service management, and for good reason. By leveraging ITIL concepts in their service desk operations, many organizations have optimized their processes and so realized improved efficiency, speed, and service levels.
For anyone who has tried to implement ITIL, however, it is clear that there’s a big gulf between understanding the theoretical benefits of ITIL and realizing them in practice. Here are a few reasons this has traditionally been the case:
While the consensus around the benefits of ITIL is virtually universal, the reality is that organizations’ ITIL initiatives run the gamut—both in terms of costs and benefits. Your service management platform can play a huge role in the degree to which you realize the potential benefits of ITIL in your organization.
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