"The complexity of service and support operations makes necessary the consolidation of support resources, processes and data. The integration point for multiple management disciplines (problem, change, asset and service-level management) is a critical success factor for the service and support operation."
Patricia Adams, Principal Analyst, Gartner Inc.

"The management of the IT infrastructure has a significant impact on the success or failure of the business processes, directly affects the quality of service of business applications, and contributes to the satisfaction of internal and external users."
Debra Curtis, Research VP, Gartner Inc.

"Only by deploying integrated processes and technology will the next-generation IT service and support organizations maximize operational cost management benefits and customer satisfaction."
Meta Group, "Service Desk Integration"
Michele Hudnall, March 2003

"The IT Infrastructure Library is a good basis for improving management of IT processes. Managers can benefit even more by linking it with other process models, as long as they don't try to do everything at once."
Gartner, Inc., "Align ITIL With Other IT Process Models to Improve Quality"
Simon Mingay and Kris Brittain, July 2003

"Almost every organization that executes a well-planned, well-run IT Service Management program based on ITIL reports significant benefits"
Gartner, Inc., "How Managing Services Using ITIL Profited an IT Department"
Simon Mingay, Jan 2004.