To better manage your business, you need more than traditional IT management tools that focus on monitoring only certain types of IT resources. To get rising service management costs under control, businesses need a set of integrated, out-of-the-box, multi-customer IT service management (ITSM) applications, architected with functionality and scalability for their unique business and technical needs.

The Information Technology Infrastructure Library (ITIL®) has become the de facto standard in IT Service Management best practices. ITIL, with its emphasis on standardizing IT processes and building a common language, helps you better manage and optimize the cost and quality of IT services. ITIL defines a framework for IT Service Management. It consists of a set of guidelines, based on industry best practices that specify what an IT organization should do. With ITIL, it's up to the IT staff to flesh out the details of process flow, and create detailed work instructions, all in a way that makes sense for their organization.