Increasingly, enterprises today rely upon IT for the delivery of business-critical services - often direct to the end consumer

Therefore, it is vital to adopt the most efficient and effective approach to the management of IT Services. In many cases, it is not only necessary to deploy best practice solutions, but also be able to prove this. This is equally important for in-house service providers and for commercial sourcing companies.

It could be argued that it is even more important in the latter case as more and more enterprises look to multi-source their service capabilities. Choosing the correct partner is vital. If your chosen partner is demonstrably conformant to best practice, then there is a far higher chance of a successful engagement, since they will speak the same language and operate common processes.

“Best practice” for IT Service Management is principally defined in the various volumes that comprise ITIL, the global, industry-accepted library from the Office Of Government Commerce (OGC). itSMF, BSI and OGC have developed a formal standard ISO/IEC20000 that is aligned and complementary to ITIL.