"ITIL is a set of best practices meant to ease IT management pain by creating uniform, well-documented processes for tasks such as problem identification and resolution, hardware or network changes, software updates and disaster recovery." (John Cox, "Implementing ITIL," Network World Fusion, 10/4/04)

The IT Infrastructure Library (ITIL) began in the UK as part of a government task to improve IT services across different departments. It has now, however, branched out in the United States as a "common set of processes and terminology; the number one driving force is alignment, and a networking principle," states David Pultorak, president of Fox IT. "More and more companies are using it because it helps align things. The promise of it is that when you hire someone, he or she will already have a common set of terminology and knowledge," says Pultorak. "Otherwise there is too much overhead."

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