What Is Information Technology Infrastructure Library (ITIL)? Is It Applicable to IT in Higher Education?

Many of IT support models in higher education today are the result of sporadic growth, acquisitions, or adding new support tools and personnel only when introducing new technology. As a result, few IT organizations today are the result of a "big picture" IT infrastructure approach. Instead, they are fragmented groups that often do not communicate well with each other, leading to repetitive systems and support models that do not respond quickly or efficiently to change. ITIL was developed specifically to address these issues. It provides a comprehensive, consistent, and coherent set of best practices for managing IT service delivery processes.

OUTCOMES: Gain a general understanding of ITIL * Understand how ITIL could be applied to improve IT services delivery and support * Be able to explain the concept of ITIL to your colleagues