Presented at EDUCAUSE Annual Conferences and Business Process Reengineering

ITIL, the Information Technology Infrastructure Library, is a process-based framework for more effectively managing IT services. Although just emergent in higher education, it has been widely adopted in industry. It is surprisingly well-suited to higher education. This session will introduce ITIL and serves as a companion to another session describing Yale's experience implementing ITIL.

Overrun by paper, Temple University implemented a document imaging and electronic workflow solution to improve the processing of over 300,000 paper documents associated with the undergraduate admissions process. This implementation not only eliminated paper but also reworked the internal processing of applications and completely automated the entire admissions process.

Florida State University has used business intelligence to reengineer much of our admissions processes, including decision processing, back-office workflow, data auditing, and reporting. Leveraging data gives us a strategic advantage in managing head count, quality, and diversity. We will discuss data uses, as well as organizational and process change.