One of the major benefits, if not THE benefit of process orientated approaches to managing your IT services and infrastructure is that it enables continuous improvement.

This means that you are never totally satisfied with the current state of affairs and that you always want to improve your services. I mean, it is the way life is to always set higher standards or aim for higher goals, otherwise life can become a little boring.

The reason why ITIL enables continuous improvement is that it allows you to measure all work that is done. That is why it is so important to record everything. Technical people normally hate it to do documentation and even worse, they hate it to document everything they do, while they have more important stuff to attend to like fixing a critical server. The benefit of having everything recorded outweighs the hassle of recording it by far. Unfortunately it usually takes a while to realise these benefits which make it even more difficult to get the techies recording the stuff. There are of course several positive ways of getting them to do it, but I will not go into all of that right now.

Anyway, now that you have everybody following a strict process and recording everything they do, you can start measuring everything. By measuring it, you can make informed decisions and take actions to improve it. If you don