In an increasingly competitive business environment, companies are struggling with how they can do "more with less" without risking customer satisfaction. Many are turning to their IT organizations to produce higher levels of satisfaction with fewer resources. How do they do it? These "service aware" organizations are leveraging ITIL to implement service management best practices. Why? In order to do "more with less" companies need to have well-defined, managed, and repeatable processes that quickly address customer needs while maintaining the highest level of service availability. ITIL provides the best practice framework that allows companies to build, deploy, and manage these processes. The result? Improved support quality and service levels with a resulting improvement in customer satisfaction and loyalty.