ITIL Goes Strategic
A growing number of CIOs are using ITIL (IT Infrastructure Library) to achieve better business alignment. For them, ITIL helps create operational consistency across multiple departments and locations, as well as with contractors and suppliers. It helps IT focus on delivering service to business units and customers, not just delivering technology. "The old model is that success is fulfilling a requirement or delivering on schedule. ITIL says success is based on whether the business value is where it needs to be," says Jo Lee Hayes, vice president of enterprise technologies at SLM, the mortgage lender known as Sallie Mae.
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