AMERICAN POWER CONVERSION, THE MANUFACTURERS OF UNINTERRUPTIBLE power supplies in Rhode Island, has begun a global ITIL initiative to deploy all 10 service support processes, as well as some aspects of service management, such as financial management. The first milestone includes service desk and incident management, and the second milestone includes problem management, and configuration management, as well as some programs for service level management. In addition to the service delivery progress, the company has aggressively been working on another ITIL goal - get everyone from the rank and file help desk staff to senior managers certified on some aspect of ITIL.