Complex organizations require complex systems to meet their business needs. Healthcare systems are among the most complex business organizations today, with thousands of "users," hundreds of applications, and numerous business units, the demand for IT systems and support is extensive. Many healthcare IT departments are now utilizing the ITIL methodolgy as a framework for choosing, constructing and implementing highly reliable systems and process solutions for their organization. Wilbur McVay, DPSM, gives us an overview of this methodology and how it can be deployed to help an organization provide stable, functional, and cost effective IT services to hospitals.