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A project to implement the ITIL framework throughout North Carolina’s IT agency has done a lot right: cross-functional process teams, common-language training, peer benchmarks, an awareness campaign for workforce buy-in and, yes, sustained executive support. No wonder the effort recently earned ITIL Project of the Year honors.
Joe Lithgo had worked for the State of North Carolina for a dozen years when he attended some state-sponsored ITIL training in early 2004. Lithgo was intrigued with the program, and when Bill Willis, the new deputy state chief information officer, came on board later that year, he found a close ally. Willis had considerable experience with ITIL in the private sector and was eager to sponsor a formal ITIL program at the state level.
“We had some ITIL improvements underway, and we were going to do some tactical things. We realized we couldn’t successfully employ large-scale strategic initiatives without doing this,” recalls Lithgo, who is based in Raleigh.
ITIL, the Information Technology Infrastructure Library, is a set of guidelines developed in the late 1980s in the U.K. It describes an integrated, process-based, best-practice framework for managing IT services, and has become a widely accepted approach to IT service management in both the public and private sectors.
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