Organizations live and die based on the efficiency, reliability, and security of Information Technology (IT). Because of this, IT must be fully aligned to the needs of all customers, internal and external. The Information Technology Infrastructure Library (ITIL) provides a strategy to define, implement, and monitor that alignment across the full spectrum of IT processes, ranging from Incident and Problem Management to Security Management. This paper focuses specifically on the choices available from Microsoft and the open source community. Both offer solutions which can assist critical elements of ITIL. Some solutions are similar, while others are distinctive. This paper gives examples of different approaches to the issues which ITIL raises.
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