While the term ITIL gets thrown around these days, it originally referred to Information Technology Infrastructure Libraries. These define a set of detailed practices for IT departments that focus on aligning their services with the overall needs of business. Recent changes in management have helped many companies to rediscover this technique.
In many organizations, IT departments function somewhat autonomously. They might do their best to help everyone in the business as much as they can, but they’re not specifically focused on the needs of the company as a whole. ITIL Process managers emphasize spelling out a set of goals for IT personnel to meet so that everyone is always on the same page.
This is a two-way street, of course. Process managers also encourage IT staffers to be included in every part of the decision-making process. As a result, they can help people on both sides of the equation communicate better.