Ohio State University is using the ITIL service-management framework to help IT maintain its customer focus and improve key operations.

chaos-ITIL-OhioWhen Bob Gribben, director of service operations in the Office of the CIO at Ohio State University, wants to rein in what he calls "the organized chaos that rules most [IT] organizations," he turns to ITIL. More formally known as the Information Technology Infrastructure Library, ITIL is the most widely used IT service-management framework in the world and has helped Ohio State dramatically improve user satisfaction in its service desk and incident-management...

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