Bob Witty gives an excellent ITIL summary here that uses McDonald’s ordering process as an example. I’ve been ITIL Foundations certified for a couple of years now and have gained a lot of experience working with Newscale’s Request Catalog product as well as Nimsoft Servicedesk. I know ITIL is not product driven by definition but is simply a ‘library’ or framework for how IT can manage service efficiently. Either way, gaining first hand experience with tools that support and reference ITIL has really opened my eyes to ITIL as a practice and I really enjoy service management in general. Not sure what ITIL means to technology yet? Check out this article.