ITIL (the IT Infrastructure Library) is essentially a series of documents that are used to aid the implementation of a framework for IT Service Management. This customisable framework defines how Service Management is applied within an organisation.

It’s clear that schools don’t operate their IT systems like businesses, and I don’t think that’s necessarily a bad thing. Schools and businesses have different outcomes in mind. But at the same time I recognize that schools have a lot to learn from large enterprises who have learned an enormous amount about how to build and maintain complex technology systems. The ITIL Toolkit is a comprehensive set of planning guides that are intended to help enterprises establish best practices. The Toolkit costs $199 and can be purchased from the Web site. Given what I heard in the podcast and what I’ve seen of the Toolkit online, I think that would be $199 well spent to make some significant improvements in a school’s IT department.