ITIL is a solid framework for managing IT services, but if you apply it without considering the unique nature of today's complex Web applications, your implementation will miss the mark. ITIL best practices do not provide the operational, control, correction and stability techniques to ensure that composite Web applications meet the needs of the business functions and the customers they serve.

This white paper describes how ITIL needs to be adapted to fit the fundamental changes that Web applications have brought to the data center. Learn how to support your efforts with tools and techniques that enable effective Web applications management within the ITIL framework. Find out how to adapt ITIL to support distributed Web applications in the areas of:

• Service-level management
• Service desk and incident management
• Problem management
• Application management