2.1.7 Best practices in the public domain

Organizations benchmark themselves against peers and seek to close gaps in capabilities. This enables them to become more competitive by improving their ability to deliver quality services that meet the needs of their customers at a price their customers can afford. One way to close such gaps is the adoption of best practices in wide industry use. There are several sources for best practice including public frameworks, standards and the proprietary knowledge of organizations and individuals (Figure 2.3).ITIL is the most widely recognized and trusted source of best-practice guidance in the area of ITSM.