Disney’s ITIL Journey

Disney began adopting ITIL best practice in the mid-2000s. ITIL was developed by the Office of Government Commerce (OGC) in the UK and is the most widely accepted approach to IT service management in the world. It provides a cohesive set of best practice, drawn from the public and private sectors internationally. The scale of the organization is extraordinary. Over 118 million people visit the parks every year. Clearly, excellence in service management is critical for the organization. ‘Guests have high expectations of what a Disney Parks experience should be and we are a guest-centric business. We are focused on telling the story through immersive experiences and in-the-moment interactions between guests and cast members. Technology is used to advance that story. Behind the scenes we are looking for increased efficiencies and cost reductions while all the time improving creatively and technically.’