ITIL may help do for IT what Six Sigma helped do for manufacturing. IT Infrastructure Library (ITIL) is a major asset because it helps define a common language and terminology to describe services, roles and processes for IT Infrastructure Management. Adopting a business-friendly service bureau approach to IT may help do for IT what Six Sigma did for manufacturing - Gartner.
SMART is an out of the box ITSM solution that promotes optimal service, by promoting more productive relationships between the service provider and its customers. SMART enables self service for users with a totally integrated, Knowledge Management Solution.

Recent Aberdeen Group research suggests that companies with "best-in-class" IT service management implementations enjoy on-time delivery of IT services far more often than their peers, and gain more efficient IT processes and cost savings to boot. ITSM Is a process-based practice intended to align the delivery of IT services with needs of the enterprise, while highlighting benefits to both internal and external customers. It combines proven methods such as process management and known Industry best practices in the area of ITSM, to enable any organization to deliver quality IT services that satisfy customer business needs and achieve performance targets specified within SLAs.