Just added to the Microsoft download site yesterday, a video on how IT organizations can improve their ability to deal with issues by utilizing the Microsoft Operations Framework

This video contains a series of interviews with Microsoft IT employees and how MOF assessment, development, and implementation have improved reliability and decreased costs within Microsoft.  They key on the benefits realized from a more mature change management process, consistent “language” across IT with MOF/ITIL adoption, and best practices they realized through implementation.

If you are embarking on a service improvement project, this video would be a help to you.