Talking about Quality, Process and Continuos Improvement in a call center, does someone know if ITIL standards are beng used? I knoe ITIL was born for IT people, but now it´s being adopted by different organizations (at least is what they say).

Talking about Quality, Process and Continuos Improvement in a call center, does someone know if ITIL standards are beng used? I knoe ITIL was born for IT people, but now it´s being adopted by different organizations (at least is what they say). More especifically, I´m interested to know if it is use or plan to use in the telecom industry, and specifically for providing Customer Service (everything from billing inquiry to fault report).