six steps to improved service quality

Ian Landsman • September 2, 2006

http://www.itsmwatch.com/itil/article.php/3629661

The No.1 reason for IT Infrastructure Library (ITIL) adoption according to a recent Evergreen Systems report is to improve service quality. Reports by various industry analysts claim that about 80% of service desk calls result from change-related failures self-inflicted by IT.