| ITIL (the Information Technology Infrastructure Library) is, after all, a collection of best practices first developed by the British government almost 20 years ago. But ITIL is rapidly gaining ground as an IT governance model in U.S. businesses. The author explains how Network Appliance might also benefit from adopting ITIL, which promises operational improvements through more disciplined processes. Network Appliance is looking at problem management, change management and incident management - three of ITIL's 11 core process areas - and identifying gaps between what ITIL recommends and Network Appliance's current practice. |
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