As a network engineer and an IT projects manager, IT services strategy, design, transition and operation are core tasks of my job. thus, yesterday my ITIL course was kicked off.
for those who don't know what ITIL is I'd say it the IT bussiness oriented education which sets the termonolgy and concepts for IT managers as well as IT staff that could help them all to provide a standard (Best Practice) matching IT services.
The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality (IT) services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both quality and value for money in IT operations. These procedures are supplier independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations.

for more information go to :
www.itil.co.uk