Richard Yates of Technology Consulting Associates examines process management and running your IT department like a business.
Richard commentsm, "While the ITIL may seem intimidating and overly complex at first glance, what it really does is give structure to the numerous services and functions provided and required of the 21st century IT department. To my way of thinking it’s like a company beginning a journey towards Six Sigma certification. The reward from reaching four sigma from three sigma provides tremendous value to the enterprise even if six sigma is never reached. Similarly, the reward from seeking to deploy best practices within your IT department has the potential to get senior IT leadership out of “fire-fighting” mode and into providing strategic support for the business."
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