ITIL and the Future of Managed Services, Part 1: Customers Speak Out

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.

I. ITIL and IT Service Management

ITIL Version 3 Targets the C-Level

Navigating a Culture of Compliance: ISO 20000

II. Enterprise Adoption of ITIL

Current and Planned ITIL Adoption Areas

III. Conclusions and Recommendations

Conclusions

Recommendations

IV. Further Reading