Executive Summary (This is a document excerpt)

In service desk circles, 2005 may well be the year of ITIL. The UK-based IT Infrastructure Library, a set of IT standards, will continue to be the hot topic at IT service desk conferences, and every new release of service desk software stresses ITIL compliance. Embracing best practices is always helpful, but IT management must make sure that ITIL is not seen as a panacea. More complex products and features are shipping in late 2004 and early 2005 that will provide strategic tools for service desk management. Companies shopping for software should evaluate some surprisingly rich offerings from midmarket vendors, along with the usual suspects at the enterprise level.

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