Service providers must become fluent in the language of enterprises or risk forfeiting their managed services revenue base. This is a fundamental conclusion of a major Yankee Group survey conducted among 800 large enterprises across Europe, North America and Asia. The language in question is IT Infrastructure Library (ITIL), the leading framework and lexicon for IT service management—which is not only vigorously adopted within enterprises, but is now also a leading determinant of supplier selection for managed IT and communications services.