Summary: IT Infrastructure Library (ITIL) has become an answer for many IT departments trying to solve these business problems, but many organizations find their investment in ITIL has failed to yield the anticipated return. Additionally, these same organizations typically have some combination of internally and externally managed IT functions – often with multiple providers. It is diffi cult to discuss ITIL without outlining its impact on outsourced and multi-provider IT organizations as the two are interrelated. This perspective is intended to guide executives on critical points to consider in maximizing ITIL ROI, with an emphasis on ITIL’s impact on effective management of a multi-provider IT organization.
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