Gartner Research

IT Infrastructure and Operations Leaders Key Initiative: ITIL and Process Improvement

Published: 16 January 2009

ID: G00163629

Analyst(s): Patricia Adams, Ed Holub


The IT Infrastructure Library is a process framework that organizations can leverage for their environment to refine processes and achieve operational improvements. It has been a focus for I&O leaders because it can drive efficiencies without first needing a significant investment in tools.

Table Of Contents
  • What Are Key Initiatives?
  • What Is ITIL and Process Improvement, and Why Is It Important?
  • What Is the Scope of This Key Initiative?
  • Which I&O Leaders Are Primarily Concerned About This Key Initiative?
  • What Are the Key Issues for Gartner's ITIL and Process Improvement Research?
    • Key Issue: What specific techniques are organizations using to realize the benefits that ITIL promises?
    • Key Issue: How do you avoid the most-common pitfalls when implementing ITIL?
    • Key Issue: How can Gartner's I&O Maturity Model (IOMM) help with process refinement?

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