ITIL books spark IT improvement

Pretty good article here on ITIL adoption and MOF implementation.  To quote from the article:

“In February 2004, Microsoft consultants descended on ACC’s operations center for a one-week assessment of help-desk procedures for managing problems, changes, configurations and upgrades. The Microsoft team then issued a report, 10 percent of which was a snapshot of observations and 90 percent of which offered recommendations the command could act on.  Center officials immediately started implementing the recommendations, and their work continues. Among the improvements:

  • IT managers are better able to identify and prioritize resources for the most critical IT infrastructure problems.
  • Managers can track relationships between system changes and network availability.
  • A formalized process now exists for requesting, analyzing and approving configuration changes.

What can MOF do for you?

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