The Central IT Group is looking to the ITIL® Framework to help improve the quality of services that the UW Colleges and the University of Wisconsin-Extension provides and position the organization to leverage the benefits of new technology in the future.

ITIL®, also known as the Information Technology Infrastructure Library, is a collection of best practices (a set of books) for implementing and managing IT services. ITIL® has been adopted throughout the world by universities, local, state and federal government and private corporations and is considered the de facto standard for managing IT Services.

The ITIL® Framework focuses on the integration of people, process and technology by clearly defining the roles of IT staff, the management tools required to support the infrastructure and the processes that govern IT related activities. To focus efforts and resources more effectively, ITIL® organizes these activities into ten (10) general process areas and classifies the processes into two primary groups:

Service Support

Processes that ensure users have access to services by minimizing any disruptions to services and restoring them quickly in the event something fails.

Service Delivery

Processes that help an organization define what IT Services it should provide and what the capabilities of the organization are to delivery those services.