ITSM and ITIL: An Art vs. a Science?

Oftentimes the difference between art and science is in knowing how to apply the science. This includes knowing the finer nuances such as where the individual components separate, what the differences are, where similarities lie, and what are the inter-dependencies and the proper inter-relationship between them. The particulars of these perspectives, can and usually does have a major impact on leveraging ITIL to achieve the benefits of effective IT Service Management. Misconceptions around them are in all probability, the leading cause for many initiatives in this area to fail. In this white paper, Rick Leopoldi will discuss how actions such as cooperation, coordination, communication, and commitment play a critical role in effective IT Service Management. IT Service Management is the initiative that will ultimately leverage the ITIL framework for managing IT across the enterprise and bring it into alignment with the needs of the business.