Information Technology Service Management (ITSM) -- how IT is delivered inside an enterprise as a service -- and a related area, the quickly evolving Information Technology Infrastructure Library (ITIL), form complementary trends that are helping to mature IT as a customer-focused, quality-of-service activity. IT departments are under mounting pressure -- cost reduction, competitiveness of internal IT compared to outsourced services, regulatory compliance, application and infrastructure modernization -- that demands that IT processes come under better control. At the same time, IT departments must show more value to the business, to be more agile in IT's responses to business needs. To help meet these challenges, newer standards and updated best practices are arriving, especially ITIL v3 in April, 2007. To help understand these trends and these new approaches, hear or read a discussion with executives from Hewlett-Packard's Services Consulting and Integration group: Klaus Schmelzeisen, director of the global ITSM and security practices, and Jeroen Bronkhorst, ITSM program manager and also an active participant in the ITIL version 3 editorial core team, as well as an author of the integrated ITIL process maps. Read a full transcript of the discussion at http://briefingsdirect.blogspot.com/2007/02/transcript-of-briefingsdirect-podcast_21.html. Sponsor: Hewlett-Packard.